CUSTOMER CARE

SHIPPING COST

Denmark:

  • Free shipping and exchange on orders above 65 € with GLS. Delivery within 1-2 workdays.

Countries within the EU:

  • Free shipping and exchange on orders above 135 € with UPS. Delivery within 2-3 workdays.

Countries outside of the EU:

  • Free shipping* and exchange on orders above 200 € with UPS. Delivery within 3-4 workdays.

* Import fees and custom clearance of any kind is not included. Please note, that if you refuse to pay the import fee on your order and the package is returned to us, a 25 € shipping cost will be deducted from the final refund.

Shipping cost for orders below the minimum purchase amount:

  • Denmark: 5-7 € (GLS).
  • Within the EU: 7-10 € (UPS).
  • Outside of the EU: 20 € (UPS).


EXCHANGE

When you have bought for the minimum purchase amount or more, we would love to make exchanges for you, free of charge, one time per order. 
Simply write an email to: customercare@underprotection.dk with the following information:

  • Order number.
  • What you are returning.
  • What you would like instead (style name, color and quantity).

You are welcome to add more items to your exchange! Any additional cost to the exchange will be charged via invoice to your email, so exchange away.

Likewise, if you have any amount in your favor after the exchange, we will return it to your original payment method.


STORE CREDIT

A return for store credit is free of charge!

So, if store credit is your flavor, let us know by writing your order number to: customercare@underprotection.dk
After we receive your return parcel you will receive the voucher code via e-mail. The code will be valid for two years.


RETURN FOR COUNTRIES WITHIN THE EU

Return shipping cost:

  • Denmark: 6 € (GLS).
  • Europe: 10 € (UPS).

We kindly require you to cover the shipping cost yourself, for environmental reasons, by using the enclosed return label.

The amount will be deducted from the final refund.

If you did not receive a return label, please write to: customercare@underprotection.dk and we will provide you with one.


RETURN FOR COUNTRIES OUTSIDE OF THE EU

Return shipping cost:

  • 20 € (UPS).

We kindly require you to cover the shipping cost yourself, for environmental reasons, by using the enclosed return label.

When you are returning from outside of the EU, we need you to mark your parcel as “RETURNED GOODS”.
Please also attach your invoice/return form on the outside of your return parcel. If you can’t find your invoice, you can get a new one by writing to our customer care team: customercare@underprotection.dk

If you fail to do as required above, we must charge you for the additional import fee, and we would just hate to do that. 

NB! Deliveries to Russia will need a company address since we as a Danish company aren’t allowed to send to a private address.


COMMON CONDITIONS FOR ALL EXCHANGES, RETURNS OR STORE CREDITS

- We need the items back with us within 60 days from the date you received your order.
If you have chosen delivery to a Parcel Shop, the cancellation period starts on the day the order is delivered to the parcel shop.

- Returned items must be unwashed, unworn, free of any odors or stains.
If they are returned in any other condition, they will not be accepted.

- If you chose to return your order with another shipping service, please note that we do not pick up from parcel shops, and we advise you to send with tracking.

- If you wish to return items from a 3for2 campaign, and you choose to keep the items you have received for free as part of the offer, 
the full purchase price of the products in question will be deducted from the final refund.

 
- Tights and socks can only be returned unused, unopened and in the original product packaging with all labels and protective seals/stickers intact.
If you return them anyway, we will not be able to refund the amount, nor will you be able to get a voucher for the amount. We can ship them back to you on your own expense.

- Parcels delivered to parcel shops will ultimately be sent back and must be re-sent at your own expense. If you choose to use a shipping method other than the one we provide, Underprotection disclaims any responsibility for the shipping.

- It may take up to 7 workdays from the date we receive your return package before the amount is visible in your account.

RETURN ADDRESS:

Underprotection ApS
Raffinaderivej 10, building I, ground floor
2300 Copenhagen S

Denmark


UNCLAIMED PARCELS

If the parcel is not picked up from the parcel shop, and returned unclaimed to us, we will contact you via email to clarify why.
Make sure to reply within 14 days from the date you receive the email, if you would like a refund. Make sure to check your spam filter as well.
If we do not hear anything from you, a voucher/store credit will be issued automatically hereafter.

SIZE GUIDE

If you are uncertain about what size to buy, please check our size guide here or under each product.


CANCELLATION

Only if your item(s) have not been prepared for shipping. We are preparing packages all day so we should receive your cancellation or changing asap after your order placement. Please send us an email or give us a call.


WARRANTY

You have a period of 24 months to complain about an item if it did not live up to our usual standard. Please send us an email describing the problem. If the item fails or is damaged upon arrival, it will be repaired or replaced and sent to you, which of course will be done as soon as possible after receiving the defect item. If the item is not in stock or can’t be repaired, we will refund the full amount to your bank account.