Ordering and delivery
HOW MUCH DOES IT COST TO HAVE AN ITEM DELIVERED?
If the order amount exceeds DKK 1199, you can obtain free shipping to any parcel shop/post office or private/business address in Denmark. If the order amount is less than DKK 1200, shipping costs DKK 30 to an optional parcel shop/post office or private/business address in Denmark. If your order is shipped outside Denmark, you can find the shipping price when choosing your country of delivery during checkout.
I HAVE PLACED AN ORDER BUT HAVE NOT RECEIVED ANY EMAIL ABOUT IT. WHAT DO I DO?
Start by checking your inbox for spam/promotional emails, as the order confirmation may have landed there by mistake. If this is not the case, please contact our customer service at online@rezetstore.com so that we can investigate what is wrong.
WHEN DO I RECEIVE MY ORDER?
Our normal delivery time in Denmark is 1-4 business days. We always keep you updated and send your tracking link by email as soon as the package is on its way so you can track the shipment. The normal delivery time within Europe is up to 7 business days, and the normal delivery time outside Europa is up to 14 business days. Your local postal service will deliver and notify you about the shipment once it has arrived in the recipient country.
CAN I PICK UP MY ORDER IMMEDIATELY ONCE I HAVE SELECTED IN-STORE PICK UP?
If your order has been placed via the "Click & Collect" button, you can expect collection of your order after 2 hours within the store's opening hours. If, on the other hand, you have placed your order via the "Add to cart" button, your order will be sent from an external warehouse, where the delivery time is 1-4 working days within Denmark. No matter what, we will inform you by email/SMS when your order is ready for collection in the store, so you should always wait for this.
Change and cancellation of order
CAN I CANCEL MY ORDER?
No, you unfortunately cannot, as we process your order as soon as we receive it to ensure fast delivery. If you do not want the ordered items, simply return them to one of our stores or send them back by registering a return in our return portal and sending it back with the received QR-code. (within Denmark only).
CAN I CHANGE AN ITEM IN MY ORDER?
No, unfortunately it is not possible. Once your order has been placed, we will begin to process it. It is therefore not possible to change size, color or the like. If you would like another size of the same item after you have received your order, you are more than welcome to register a size exchange in our return portal or exchange your order in one of our physical stores.
CAN I ADD AN EXTRA ITEM TO MY COMPLETED ORDER?
No, unfortunately you cannot. If you want one or more items, you must place a new order for the desired products.
WHY WAS MY ORDER CANCELLED?
Unfortunately, inventory errors can sometimes occur on our end, and we might not have your desired style or item in stock after all. In this case, there can be an issue with the product, so it is out of stock in your desired size at that location. If the product is not in stock at any other location, we are unfortunately forced to cancel your order and refund you your money.
MY ORDER HAS BEEN CANCELED, BUT THE AMOUNT IS STILL RESERVED/AUTHORIZED IN MY BANK ACCOUNT. WHEN IS THE AMOUNT AVAILABLE IN MY ACCOUNT AGAIN?
We do not withdraw payment for a canceled order. Your bank can keep the amount reserved for us as a security for coverage. The authorization of the amount expires automatically when we do not claim it.
I HAVE RECEIVED MY ORDER, AND THERE IS A MISTAKE, WHAT DO I DO?
Contact our customer service at online@rezetstore.com as soon as possible, so that we can help correct the mistake.
Return and exchange
How much does it cost to return my order?
All items purchased online can be returned with a return label. We charge a return fee of 39 DKK for the return label, which will be deducted from your refund.
All items purchased online can also be exchanged/returned for free in our physical stores*.
How do I return an item to the webshop?
Please register your return in our return portal if you need to send your order back, and we will get back to you with a return QR code. Then send the item back to our web warehouse by bringing the QR code to your preferred GLS parcel shop, where they will print out a return label for the parcel. It is important that you receive a receipt from the parcel shop/post office confirming that you have handed in the parcel. Remember that the original shoe box must not be used as a shipping box. Feel free to use the brown shipping box in which you originally received the item.
My order was shipped in several packages. Is there anything I need to be aware of when it comes to sending return?
Please register your return in our return portal if you need to send your order back, and we will get back to you with a return QR code, which can be used for one of the packages. Then send the item back to our web warehouse by bringing the QR code to your preferred GLS parcel shop, where they will print out a return label for the parcel. It is important that you receive a receipt from the parcel shop/post office confirming that you have handed in the parcel. Remember that the original shoe box must not be used as a shipping box. Feel free to use the brown shipping box in which you originally received the item. If you are not able to return all of the packages from your order in one box all together, then please contact our customer service on online@rezetstore, who will provide extra labels for the remaining packages.
Have you received my return order?
There is a parcel number on your receipt for the return shipment, which you can track. When you track the package with the given freight company and it is stated as being delivered, it has landed in the right place. After this, the processing process of your return order begins, which can take up to 14 days before the final return registration takes place, which generates an automatic return receipt by e-mail with a corresponding refund.
When will I get my money back for my return order?
We will refund the amount to the payment card that was originally used at the time of purchase. This typically happens within 14 days of us receiving the return order. We send an email confirming receipt and refund once the item has been reviewed and registered in our system. Please note that if you have bought and payed for an item on our card terminal, in-store, the return and refund should also occur in one of our physical stores.
Is it possible to return my item in a Rezet store, even if it was originally purchased on the webshop?
Yes, it is. It just needs to happen within 30 days of you receiving your order. Remember to present your physical delivery note or order confirmation by email.
Is it possible to send an item back, which was originally purchased by physical appearance in a Rezet store?
No, unfortunately it is not. If you have purchased the item by physical appearance in one of our stores, you must also stop by one of the stores to get your money back. This must be done within 30 days from the date of purchase and upon presentation of the original purchase receipt. This also applies to Click & Collect orders which are picked up in our stores.
How do I exchange an item purchased on the webshop?
You are welcome to exchange your item in one of our physical stores. Otherwise, you can always send the item free of charge (only within Denmark) back to our web warehouse so you can get your money back. Next, place a new order for the item you want to receive instead. We also offer a direct exchange to another size through our return portal. Please register the item you wish to exchange, choose the size you wish to exchange to, return the wrong size to us and wait for us to send you your new size.
Claims
MY ITEM IS BROKEN, WHAT DO I DO?
When you shop at rezetstore.com or in one of our stores, you always have a 2-year right to make a complaint. If you have a faulty item, then please bring it, as well as the original receipt to one of our physical stores for an assessment. If you are not able to stop by one of our stores you must send an email to online@rezetstore.com with your order number and photos as well as a description of the error.