WHAT THE FAQ?!
Here you will find our frequently asked questions
I HAVE NOT RECEIVED AN ORDER CONFIRMATION
When you place an order, you should receive an email at the email address you provided!
If you have not received an email, please try checking your spam folder.
If it is not in your spam folder either, you have most likely typed the wrong email - please write an email to kontakt@dinvintageshop.dk with your name and address and the desired email. Then we check whether your order has gone through & whether your email is specified correctly. Finally, we will send you a new order confirmation to the edited email.
CAN YOU CHANGE/ADD SOMETHING TO YOUR ORDER?
We understand that you may regret all or part of your purchase. Maybe it even went a little too fast.
- BUT since we have hired a warehouse hotel to handle our order dispatch as efficiently as possible, we unfortunately cannot change your order once it has been placed & handed over to them.. (PRE-orders are excluded, however!)
That's the advantage (and in this case, the disadvantage) of getting the orders shipped out quickly!
CAN I CANCEL MY ORDER?
We understand that you may regret your purchase.
- BUT since we have hired a warehouse hotel to handle our order dispatch as efficiently as possible, we unfortunately cannot change your order once it has been placed & handed over to them.. (PRE-orders are excluded, however!)
That's the advantage (and in this case, the disadvantage) of getting the orders shipped out quickly!
CAN YOU HAVE SEVERAL ORDERS SENT TOGETHER?
It really is the best idea in the world! And something we have offered since we had our own warehouse..
- BUT since we have hired a warehouse hotel to handle our order dispatch as efficiently as possible, we unfortunately cannot change your order once it has been placed & handed over to them.
That's the advantage (and in this case, the disadvantage) of getting the orders shipped out quickly!
WHICH SIZE SHOULD I CHOOSE?
As a general rule, we recommend you choose the size you normally wear - or go up a size!
If you pull out your favorite styles and compare measurements on our size guides you find on most of our products - it should help you with the decision!
CAN I BUY A GIFT CARD?
YES! A gift card is a brilliant idea if you don't know what to come up with - or are pressed for time, because we will send it to your email right after the purchase!
You decide entirely yourself what the amount should be!
MY DISCOUNT CODE IS NOT WORKING?
Have you checked that you don't already have discounted items in your cart? This is most often the reason why your discount code doesn't work - you can't use it on discounted items or set offers.
I HAVE WRITTEN ON INSTAGRAM/TIKTOK - WHY ARE YOU NOT REPLYING?
We do not answer customer service questions on Instagram & TikTok - for the simple reason that there are 2 different people who handle those tasks.
If you need to contact customer service, please contact us on weekdays between 10 am and 2 pm. Texting is not an option...
Tel: 28 14 55 75
Kontakt@dinvintageshop.dk
CAN I CALL YOU..?
YES! We are open every weekday 10:00 - 14:00 -
customer service: 28 14 55 75
If you call outside the above hours, you will get an answering machine.
Then send an email to kontakt@dinvintageshop.dk
CAN'T I JUST TEXT CUSTOMER SERVICE?
Nope.. We would really like you to contact us in writing via email instead (kontakt@dinvintageshop.dk)
The reason is quite simple; so we can keep track of what has been agreed - in one place...
If you have urgent questions, we recommend that you call us at 28 14 55 75 (Mon-Fri 10-14)
CAN I EMAIL YOU...?
YES! We answer emails between the hours of Mon-Fri 10:00 AM - 2:00 PM (excluding holidays)
If you have urgent questions, we recommend that you call us at 28 14 55 75
Otherwise, we will answer emails in chronological order from one end of...
DELIVERY
HOW FAST WILL MY ORDER DELIVERY (DENMARK)?
- Normally** we ship your package within 1-2 business days, you will receive a text message and email with tracking when your order is ready to ship....
- (We usually ship orders placed before 2pm the same day) - our Warehouse Hotel is a superstar.
- Pre-orders are an exception, however - and if you have a pre-order on your order, you should expect it to be shipped together.
- Orders placed on weekends, holidays & vacations are usually shipped on Monday.. (in the order they are ordered - there are many weekend orders, they MAY risk not being shipped until Tuesday - but we do EVERYTHING we can!)
- You will receive tracking when the order has been shipped. (And of course the money will only be withdrawn when your order has been shipped!
- Your chosen one conveyor then delivers to your chosen delivery location within 1-2 days
***You should expect slightly longer delivery during special live offers, sales and, new popular drops + during holidays when we are unable to collect packages...
WHAT DOES PRE-ORDER MEAN..?
Pre-order = advance order
When you ordered the item, it was clearly stated which week we aim to be able to deliver the item to you - that is, as soon as it is in stock with us again! (You can also check your order confirmation)
If the specified week is exceeded, you will be continuously notified.
You must pay attention to the fact that if you have several styles in your order, your order will only be sent together when your pre-order has landed here! Of course, we do not withdraw the money from your account until the goods have been sent!
CAN I COLLECT FROM YOUR WAREHOUSE....?
Short answer; no
Longer answer: We have just switched to a warehouse hotel, in order to be able to process your orders faster - even during peak season and sale periods. But this also means that we no longer offer pickup at the warehouse. It is no longer OUR warehouse your package is shipped from...
DO YOU SHIP TO OTHER COUNTRIES?
YES! You can believe it - we ship to a wide range of countries! We use GLS, DAO & POSTNORD
If your country is not on the list, please contact us at kontakt@dinvintageshop.dk
Delivery time is approx.;
Within the EU; approx. 1-4 business days - no additional customs duties
RETURN & EXCHANGE
CAN I SEND MULTIPLE ORDERS RETURNED - IN THE SAME PACKAGE?
Unfortunately - no..
The reason for this is simple; we have switched to a more automatic, machine-controlled system that ensures much faster processing of returns and exchanges!
But that also means that you will NOT be treated to the extra products in the package.
So each order number must have its own return creation in order to be processed correctly.
MY RETURN HAS NOT BEEN PROCESSED YET!?
Right now you can expect approximately 2-5 business days processing time from receipt of your package..!
We are working as hard as we possibly can, and you will be notified as soon as your return has been processed.
NB! If you have requested a refund, your bank will have an additional processing time of approximately 3-5 business days. The money will be credited to the card you used!
HOW LONG DO I HAVE TO EXCHANGE?
You have 14 days from the date you receive your order to return or exchange your order.
The following conditions must be met:
- You must send the product back as you received it (including free stuff, otherwise we will deduct the value of the gift)
- You must not have used the item, washed it, or made it dirty with, for example, makeup & perfume
- All original labels & tags must still be on the clothing!
CAN I EXCHANGE STYLES IN MY ORDER?
YES! You can always exchange with us - even if it is part of a mystery box!
You always have 14 days from the date you receive your order to return/exchange your order.
The following conditions must be met:
- You must send the product back as you received it (including free stuff, otherwise we will deduct the value of the gift)
- You must not have used the item, washed it, or made it dirty with, for example, makeup
- Please leave a clear note in your package stating what you want - e.g. if it needs to be exchanged for a different size, color - or credited.
- You pay for the return shipping - and we pay for the shipping of your exchanged item.
Click here for return
Can I come by and exchange my order in your warehouse?
We would LOVE to have you visit!
BUT... Since we have moved to a warehouse hotel, we can no longer offer pickup of your orders.
I RECEIVED A WRONG SIZE BABY TEE?!
You have 99.9% received the right size! 👍🏻 Baby tees ARE (as the name might reveal) children's tees! However, in American children's sizes - and intended for adults! That is they fit tighter and shorter than our regular unisex tees! We have measured them and assessed what corresponds to an adult XS
XS = 104 / 3-4 years*
S = 116 / 5-6 years*
M = 128 / 7-8 years*
L = 140 / 9-11 years*
XL = 152 / 12-13 years*
*You can NOT assume from the children's size numbers on the neck - a 14-year-old will, for example, drown in L - but XS/S are 👍🏻
PSST! You can see Alberthe in all sizes of baby tees on our size guide:
https://dinvintageshop.dk/pages/storrelsesguide-for-vores-egen-kollektion
I HAVE BEEN DELIVERED THE WRONG STYLES..
Okay; so we've been too busy in the parcel department.. We're sorry for that! Before you send anything back (at your own expense) - let us help you!
Hurry up and write an email to customer service at kontakt@dinvintageshop.dk - and we will of course get it fixed asap
We answer emails every weekday at 10:00-15:00
One of my styles is broken
We apologize for that!
Hurry up and send an email to customer service at kontakt@dinvintageshop.dk - and we will of course get it fixed asap
Include pictures of the error and descriptions of it in the email - and preferably your order number
We answer emails every weekday at 10:00-15:00
DO I HAVE TO PAY FOR RETURN SHIPPING MYSELF?
Yes, you must book a return slip yourself via our online return portal. Your return costs 35kr and will only be deducted when your return is processed.
If you want to exchange your style, we will of course send your new item free of charge from here - as an extra service.
MY MONEY IS NOT RETURNED YET?
We will process your return within 2-5 business days after receipt*. You will receive an email as soon as your package lands here.
If you have NOT received an email (and have checked your spam folder) - try tracking your package.
If we have not received your return package, please try to track it down. We cannot credit items we have not received.
When we receive your return, you will receive 2 emails from us guiding you through the process;
1 - when we receive your return
2 - when your return has been processed (after 2-5 business days)
Your bank will then withdraw the money to the account where the order was purchased from. (For security reasons, we cannot transfer to accounts other than this one).
Your bank can now take 2-10 days to process this - and unfortunately this is not something we can speed up!
*) During extra busy periods, please expect it to take a little longer to process your return. Just know that we will process it ASAP.
