Should you find yourself in a situation where you wish to return one or more items - whether it is a regret or a complaint, we describe here how it happens. Note that the first part is general cancellation / return, while the second part deals with complaints.
You have the option of using our return portal if you wish to cancel or advertise your purchase.
Send us an email at email@example.com or catch us on the chat. Then state your name and order number and that you wish to make use of your right of withdrawal.
Send the package back to
ATT: Cancel “Order number”
Payment of return shipping
When you regret your purchase, you must cover the costs of sending the package back yourself. We recommend that you send it back as a package with GLS or Post Danmark.
The risk of a return shipment
You bear the risk when returning the product. Therefore, always send the package back with GLS or Post Nord as a package and not a letter. When you send it back as a package, you always get a tracking number so that you can track the package and at the same time can seek compensation from GLS and Post Danmark if the package disappears or breaks during transport.
14 day right of withdrawal
You always have a 14-day right of cancellation from when you receive your package. It is important that you contact us no later than 14 days after receiving the package and make it clear that you wish to cancel the purchase. The product must then be returned to us as soon as possible.
The product is returned in original packaging
It is important that you send the product back in its original packaging and all original parts that came with it. If the product is not sent back in original packaging, if something is missing or if something is damaged, then this decrease in value will be offset against the credit.
The amount is refunded to the payment card used for the purchase. From when we receive the product back and until we credit the money, it usually takes 1-3 working days. It usually takes 1-2 business days from the time we credit the money for it to appear on your account again. If you have not received the money back within 7 working days, please contact us.
If you find that your product is defective or lacking, you can choose to file a complaint with us.
Contact us via email or LiveChat - include as much information as possible in your message, such as order number, title of the item and a detailed error description.
Do I have to pay myself to send a complaint back?
In the event of a complaint, we cover the shipping costs. If you wish, you can ask for a return label to be sent which you can put on the package.
Who bears the risk for return shipments of complaints?
If you have paid and sent the product back yourself, then you bear the risk for the return shipment. Therefore, always make sure to send it as a package with GLS or Post Danmark, so that you can get a tracking number and at the same time be insured if the package disappears or breaks during transport.
If you have been sent a return label from lippa.dk , then we bear the risk of the return shipment.
How long can I advertise?
According to Danish legislation, you have a 2-year right to complain from when you receive the product. It is important that you make a complaint as soon as possible and within a reasonable time from when you discover the error.
If my product is defective, can I get a refund?
You cannot demand a refund if your product is defective. We will initially try to repair the product and otherwise it will be replaced with a new one.
How long does it take to process a complaint?
We can assess some complaints quickly, while others require a longer investigation. The typical processing time is 10-15 working days.