CUSTOMER CARE

SHIPPING COST

Denmark 5-7 EUR, free shipping and exchange* on orders above 65 EUR with GLS.
EU 10-15 EUR, free shipping and exchange* on orders above 135 EUR with UPS.
Outside EU 20 EUR, free shipping** on orders above 200 EUR with UPS.

*One time per order.
** Import fee's not included.

NB! Please note, that a return for a refund only, is not included in the offer above, and the return shipping cost, in that case, will be deducted from the final amount.

Return label:
Denmark 10 EUR (GLS).
Europe 20 EUR (UPS).
World 25 EUR (UPS).

When returning with UPS please schedule for a Parcel Collection via their website www.ups.com, or take the parcel to a UPS Access Point or UPS Shop.

CUSTOM CLEARANCE

All orders shipped to countries outside the EU might be subject to custom clearance in respective country. If you want to know more about specific rules for custom clearance in your country, you need to contact your local customs authority. We do not have the possibility to refund VAT, MVA or similar and any dispute concerning customs, VAT or other duties is not the concern of Underprotection.

TO ALL OUR GORGEOUS UK CUSTOMERS

Due to Brexit, we hold no control over the import fee’s when buying from the UK, and we are not able to cover any cost regarding this matter.
We are so sorry and apologize for any inconvenience this might cause.

If you have any questions, please feel free to write: customercare@underprotection.dk

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. 

RETURNS AND EXCHANGES

You have the right to withdraw from your purchase agreement without giving reasons within 14 days. 

In order to exercise the right of withdrawal, you must notify Underprotection of your choice, in an unequivocal statement via email to customercare@underprotection.dk.
From there you have 14 days to return the products to us, unwashed, unworn, free of any odors or stains.

All items received later than 14 days after the withdraw statement is received will be exchanged for store credit.

We always recommend that you save the shipping receipt (if one is provided) as proof that you have delivered the package to the carrier.

Please note that if you return for an exchange or store credit, we will cover the shipping back to Denmark if you have bought for the minimum amount required for free shipping (this offer only applies within the EU).

If you are returning for a refund only, we will deduct the return shipping cost from the final refund.

When you buy online at underprotection.eu you will automatically receive a return label if you live within the EU. If you live outside the EU and wish to purchase a return label, please write an e-mail and inform us of your order number.

Please write an e-mail with instructions to:
customercare@underprotection.dk

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

NB! Please note that we do not pick up any parcels sent to parcel shops or other addresses than the above. Parcels delivered to parcel shops will ultimately be sent back, and have to be re-sent at your own cost.

UNCLAIMED PARCELS

If the parcel is not picked up from the parcel shop, and returned unclaimed to us, we will contact you via email in order 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 spamfilter as well.

If we do not hear anything from you, a voucher/store credit will be issued automatically hereafter.

DELIVERY INFORMATION 

The shipping period depends on which country whereto the order is shipped.

Denmark: 1-2 days with GLS
Europe: 2-4 days with UPS
Rest of the world: 4-7 days with UPS

NB! If the address is not filled in correctly and this causes order to be sent back, we will charge the shipping cost once again if the order is to be sent.
NB! Deliveries to Russia will need a company address since we as a Danish company aren’t allowed to send to a private address.

SIZE GUIDE

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

 

ADDRESS FOR RETURNS

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

NB! Please note that we do not pick up any parcels sent to parcel shops or other addresses than the above. Parcels delivered to parcel shops will ultimately be sent back, and have to be re-sent at your own cost.

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 repared, we will refund the full amount to your bank account.