FAQ

Welcome to our FAQ-section. If you cannot find the answer you were looking for, feel free to write to our customer service at support@ceciliecopenhagen.com 

How can I cancel or change my order?

Once you have received your order confirmation it is not possible to cancel or change your order.


When will my order be shipped?

All orders placed before 11.00 am are usually shipped on the same day.

But in busy periods, your order will always be dispatched within 1-3 working days from the time you place your order.

Please see delivery for more information.


I have not received my order - why is this?

If you have not received your order within the transit time we have stated, please let us know at support@ceciliecopenhagen.com. Then we will locate the package for you. 

Please see delivery for more information about the transit time.

I have received a wrong product - what should I do?

If you have received a wrong or faulty product, please contact our customer service at support@ceciliecopenhagen.com.

 

How do I return an item?

You are welcome to return items to our address. Returns are at your own expense.

Please see our guideline for more information on how to return an item. 

 

How can I exchange an item?

You are welcome to exchange items for a different size or colour, however all exchanges are based on stock availability.

If you wish to exchange your item you just have to follow the guidelines for returns. 

 

How will I know that you have received my return? 

You will receive an email containing a credit note once your money is refunded. Make sure to save your shipping receipt until you hear from us.

Please note that it may take up to 14 business days from when we have received your package.

 

When will I get my refund?

Once we have received the goods and inspected the return, we will transfer the amount to your account.

It may take up to 14 business days before the amount will be back on your account, depending on your bank or credit card issuer.

We will refund the amount to the credit card on which the goods were purchased. 

 

Do I have to pay for shipping?

Yes. Shipping are at your own expense both when buying or returning an item.

You can find more details about shipping cost under delivery.

 

Do you ship to my country?

Yes. We ship worldwide. You can find details about shipping costs and transit time for your country under our terms and conditions. 

 

What payment methods do you accept online?

We accept Dankort, Visa, Mastercard, Maestro, Visa Electron, American Express, JCB, Diners Club and Mobile Pay, Forbrugsforeningens Kontokort, Danske Netbetaling, Discover-kort, Paypal, iDeal, Klarna og ViaBill.