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FREQUENTLY ASK QUESTIONS

Returns & Refunds

Unfortunately, it is not possible to exchange an item for a different size, model, or color. Therefore, please return the item you do not wish to keep. Afterward, you can place a new order for the item you want instead and proceed with a new purchase.

We will refund the purchase amount for the returned item as soon as we receive it back at our warehouse. Typically, it takes between 7-14 business days (Monday to Friday) for a return to reach us. Once we have processed your return, the refund will be credited back to the same payment method used for the purchase, minus any shipping costs.

You can initiate a return within 14 days from the date you received the item. Please access our return portal to register your return. Remember to complete the provided return form with the reason for the return. You are responsible for the items you send back until we receive them, so it is a good idea to keep the shipment receipt as proof. We do not accept any packages sent as cash on delivery.

Yes, you are responsible for the return shipping cost. The return fee is 49 DKK to send the item back to us. Please ensure that you package the item properly, in the same condition and packaging as received. If you have damaged the packaging, you need to arrange for new packaging for the returned items.

Our international return policy is valid within 14 days from the date you receive the item. You are responsible for the return shipping cost, which depends on your country. Please ensure that you package the item properly, in the same condition and packaging as received. If you have damaged the packaging, you need to arrange for new packaging for the returned items.

Our international return policy is valid within 14 days from the date you receive the item. You are responsible for the return shipping cost, which depends on your country. Please ensure that you package the item properly, in the same condition and packaging as received. If you have damaged the packaging, you need to arrange for new packaging for the returned items.

You have 14 days to cancel your purchase from the date you received your items. You need to fill out our standard return form and notify us by email. You can learn more about the entire procedure in our terms and conditions, section 7.

How can I return the item?

Enter your email address and order number.

Next, register the reason for the return.

You will receive a return label that you need to use after your return is registered.

Pack the items as you received them. You can reuse the same packaging for the return.

Please fill out the enclosed return form and place it inside the package. This will help us process your order as quickly as possible. Print out your return label and affix it to the outside of the package.

Yes, you are responsible for the return shipping cost. The return fee is 49 DKK to send the item back to us. Please ensure that you package the item properly, in the same condition and packaging as received. If you have damaged the packaging, you need to arrange for new packaging for the returned items.

Delivery

It is not possible to change the delivery address you provided during checkout after you have placed the order. If you are unable to collect the package, it will automatically be returned to us.

We ship all orders placed before 12:00 PM on the same day. Orders placed after 12:00 PM will be shipped the next day. We aim to deliver your order within 2-3 days.

In case you are not at home, your package will be redirected to the nearest pick-up point.

We offer free shipping to pick-up points for orders under 499 DKK.

Delivery Destinations We offer shipping to the following countries:

  • Denmark
  • Belgium
  • France
  • Finland
  • Netherlands
  • Italy
  • Poland
  • Spain
  • Sweden
  • Germany

Please note that delivery options may vary for each country.

My Orders

Unfortunately, it is not possible to make changes or cancel an order once it has been placed. However, you are always welcome to return your order if you do not wish to keep it.

If an item has the status “rejected” in your order confirmation email, it means that we will not be able to deliver the item. This can be due to several reasons. We apologize for any products on your order that we could not deliver.

We apologize if you received the wrong item or size that you did not order. Please return it to us as soon as possible, and we will refund you for the item.

Please follow the steps below:

 

  1. Send an email to our customer service at [email protected] with your order number or use our contact form under “Contact Us.”
  2. Provide the reason for the return, and we will get back to you with further instructions and assist you with a new order.
  3. Remember to register your return online on the returns page. Select the return

First, check your spam filter or junk mail folder. If you still haven’t received anything, there might be an error. Contact our customer service for further assistance.

If an item is sold out, it will display “coming soon.” You can click on “notify me” and enter your email address to receive a notification as soon as the item is back in stock. If nothing is mentioned, it means that the item will not be restocked.

Once your package has been shipped from our warehouse, you can track your order by entering the tracking number on the GLS website. From there, you can see the progress of your package.

If you do not pick up your package, you will be charged a handling fee of 80 DKK.

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Payment

We accept all major credit cards, including Dankort, VISA, MasterCard, and debit cards. We also accept MobilePay and direct bank transfers.

Claim

You have a 2-year warranty period from the day you received the product. Our warranty covers defects in the product, repairs, or a price reduction based on the extent of the defect. You should report the defect within a “reasonable time” from the moment you discovered it, preferably within 14 days. We also recommend that you do not use the product while we process your claim. It is important to contact us before returning the item. Please note that you will be responsible for the return shipping costs.

In order for us to process your warranty claim, we will need the following information from you in an email:

Date of when you discovered the defect.

Attach pictures of the defect and the entire product from the front and back.

Include the product name, article number, size, and color.

Send the information in an email to [email protected] or use the contact form below.

Once we have received your inquiry, we will process your claim as quickly as possible and get back to you.

Size Guide

You can find our size guide at the bottom of the page under “About Faxury.”

My Faxury account

How do I log into my user account?

 

  1. Click on “Log In” at the top right corner.
  2. Enter your email and password.

You can do this by logging into your Faxury account, accessing the “My Account” or “My Profile” section. From there, you can make changes to all your personal information, such as delivery address, phone number, etc.

If you have forgotten your password, you can reset it by clicking on “Forgot Password.”

You can find your order history under “My Account” or “My Orders.”

To unsubscribe from the newsletter, click on the “Unsubscribe” link provided in the newsletter.

Discount Codes

Unfortunately, this service is currently not available. However, we will be offering gift cards at a later time.

Contact & Information

You can contact us through our contact form or via the following email: [email protected]

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