Refund policy
You have the right to cancel your purchase within 14 days. The cancellation period expires 14 days after the day you receive your order. If you wish to return an item, please notify us by email at info@soeurs.dk. In your message, please clearly state that you wish to exercise your right of withdrawal. You cannot cancel your purchase simply by refusing delivery of the item without informing us in advance.
Once you have informed us that you wish to cancel your purchase, you have 14 days to return the item to us. You may purchase a return label through us, or arrange the return shipment yourself. Please note that our return label service is only available for orders delivered within Denmark. Return shipping costs are the responsibility of the customer, and you are liable for any damage occurring during transport. We do not accept returns sent to parcel shops or cash-on-delivery shipments.
You have the following three return options:
Return with a return label purchased through us
You may purchase a return label for DKK 60 via our return portal:
https://return.shipmondo.com/soeurs
The return label will be sent by email, where you can either print it or present the attached QR code at your nearest parcel shop. We always recommend keeping your shipping receipt as proof of shipment, as the sender remains responsible for the parcel until we receive it. Please note: Return labels purchased through our return portal are only available for orders delivered within Denmark. For international returns, customers are responsible for purchasing their own return label and covering return shipping costs.
Return with your own shipping method
If you prefer to arrange your own shipping and carrier, please send the item to the address below. Your return shipment must always be sent with home/business delivery, regardless of the shipping provider chosen. We do not accept returns delivered to parcel shops, pickup points, or other collection locations. We also do not recommend shipping with DAO, as deliveries may occur outside our opening hours. We always recommend keeping your shipping receipt as proof of shipment, as the sender remains responsible for the parcel until we receive it.
Soeurs ApS
Vesterbrogade 3F
3250 Gilleleje
Denmark
Return or exchange in our store in Gilleleje
You may also return your order directly to our store in Gilleleje free of charge. Please note that refunds cannot be processed immediately in store, and it may take 1–2 business days before the amount is refunded to your card. However, you are welcome to exchange your item for another product directly in store or receive your refund as store credit.
Uncollected parcels
If you fail to collect your parcel from the parcel shop, your order will automatically be returned to us.
For all uncollected orders, we will automatically process your refund once we receive the parcel and deduct DKK 60 to cover return shipping costs.
Condition of returned items
Items must be returned in the same condition and quantity as received. You are only liable for any diminished value of the item resulting from handling beyond what is necessary to determine the nature, characteristics, and functionality of the product. In other words, you may try on the item in the same way as you would in a physical store.
If the item has been used beyond what is described above, it will be considered used. This may result in only a partial refund—or no refund at all—depending on the item’s commercial value. In certain cases, this may mean that only the shipping costs are refunded.
Need help or have questions?
Please feel free to contact us at info@soeurs.dk or call our store on +45 91 17 71 30.