Shipping & Returns
Shipping
Shipping is a flat rate of 20 EUR within EU countries and we ship with GLS or UPS. The estimated delivery time varies depending on your location:
Denmark: Within 3 business days.
Europe: Within 7 business days.
Please note, custom services might inflict the estimated delivery time.
Do you ship outside Europe?
If you are located outside Europe and want to get your feet in some Shoe Biz shoes, please contact us at customerservice@gardenia.dk, and we will try to sort something out for you.
Where do you ship from?
All items are shipped from our warehouse in Denmark.
When will my order ship?
This is how we do it: You order – We process your order – Then we ship.
We usually take 1-2 business days to process your order. When your order leaves our warehouse, you will receive a shipping confirmation email or SMS with a tracking number. Your new shoes are on their way!
Where is my package?
You can track the location of your package with the tracking number that you received in your shipment confirmation email. If you experience any problems, please contact our courier (GLS or UPS). They are best at tracking the location of your package. If you are in doubt, do not hesitate to contact us at customerservice@gardenia.dk.
Please note, it may take up to 24 hours after you have received your shipping confirmation email before the tracking link is active.
Will I be charged taxes and customs duties?
To EU member countries no duties or taxes should apply. For shipments to countries not member of the European Union, there may be duties and taxes on your shipment, which you must be responsible for yourself. Please note that Shoe Biz Copenhagen does not have any control over such fees. For more information, please contact your local customs office.
Returns & Exchanges
Can I return or exchange my purchase?
We always hope that you are happy with your new shoes from us. However, should you not be fully satisfied you can return or exchange your purchase within 14 days of receipt (in its entirety).
Please note that to withhold your right of return/exchange, the item(s) must be returned to us in the same condition and in its original packaging, as when you received it. We do not accept used or damaged goods, or items without its original shoebox. If the product and/or shoebox have been handled in ways beyond what’s necessary to determine the functionality and features of the item, your refund may be reduced partly or in whole, depending on the specific circumstances.
How do I return my order?
If you wish to return or exchange your item(s), please fill out the enclosed return form, clearly label the parcel box with ‘RETURN PARCEL’, and send it to the following address:
You are responsible for the product(s) until we receive it. Therefore, we recommend that you keep the postal receipt and tracking number. All products returned must be securely wrapped. Any damage caused by inadequate packaging may affect your right to return/exchange. We recommend that you send the products as a package and that you re-use the parcel box you received your order in. Easier for you and better for the environment!
Please note, all return fees are paid by the customer and that we do not accept packages sent COD (cash on delivery). If you use the return label, the delivery fee will be deducted from the total of your refund.
I cannot find the return label!
Your order does not come with a pre-paid return label and unfortunately, you cannot buy one from us. You must buy one yourself from a currier or postal service.
How long does it take to process a return or exchange?
As soon as we have received your returned package, we will quality-check the item(s) and then handle your request.
If you request a refund, the amount you have paid for your item(s) will be refunded to the same payment card as you placed the order with. If you received a promotional offer or discount, any refund will only reflect the amount you paid.
When we have processed your request of return you will receive a confirmation email and you can expect your refund in your bank account within the next 4-5 business days.
Please note, your refund may be reduced in whole or part in cases where the item(s);
- Have been used;
- Is missing its original shoebox;
- Have been damaged in any way while you were responsible for it;
- Have been handled in ways beyond what’s necessary to determine the functionality and features of the item.
Claims & Complaints
Claims and complaints are relevant if you’ve received faulty product(s).
Can I make a complaint about a product?
As a consumer, your purchase is protected under the Sales of Goods Act (including lack rules), which gives you a 24 months warranty on any products bought from us. This gives you the right of having any faulty product repaired or replaced, a refund or reduction in the price – depending on the specific circumstances of your case.
Please note, the warranty requires that your complaint is justified and that the faulty of the product have not been caused by error handling, modifications, or gross misuse.
How do I make a complaint?
We recommend that you make your complaint as soon as possible after you’ve become aware of the faulty. Send us an email describing your problem to customerservice@gardenia.dk. We will attempt to help you as soon as possible and give you further instructions.
If you, according to our instructions, are asked to send your product back to us, you should fill out the enclosed return form and notify the faulty of the product. If your complaint is justified, we will refund any reasonable freight costs. If your complaint is not justified, you are responsible for all freight costs during the process, also the costs of us returning the product back to you.
Please note, you are responsible for the product(s) up until our reception. All products must be securely wrapped, and we recommend you keep hold of the postal receipt and tracking number.
Do you have any questions?
If you have any doubts, do not hesitate to contact us at customerservice@gardenia.dk and we will answer your questions as soon as possible.
