CUSTOMER CARE

SHIPPING COST

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

*One time per order.

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

Return label:
Denmark 5 EUR
Europe 15 EUR
World 20 EUR

 

RETURNS AND EXCHANGES

When shopping your Christmas gifts with us, you are welcome to return or exchange until 15th of January 2021.

If you need the Christmas present under the tree then please buy your Christmas gift latest:

Denmark - Friday the 18th December
EU - Thursday the 17th December
World - Wednesday the 16th December
 
Gifts purchased after these dates are welcome but we can't guarantee that they will make it on time due to the heavy pressure our freight forwarders normally experience up to Christmas.

When you buy online at underprotection.eu you will automatically receive a return label if you live in one of the following contries: Denmark, Germany, Poland, Belgium, Austria, Ireland, and Luxembourg. For all other countries please write an e-mail and inform us of your order number, then we will send you a return label.

Email: customercare@underprotection.dk

If your order is less than the required amount for free shipping and exchange, you are welcome to buy a returnlabel from us. Please write an e-mail and inform us of your order number.

We need to receive the items back within 14 days, from the date you received your order in unused and perfect condition.

All items recieved later than 14 days will be exchanged for store credit.

Please fill out and enclose our return-note in the parcel, when you wish to exchange or return items:

Print Return Note (PDF)

When we receive items for refund, the amount will be transferred to the credit card used for the original purchase (minus the shipping cost if they were not included from the start). It can take up to 7 working days, from the date we receive your returnparcel, before the amount is refunded. 

If you only wish to return for a refund, the cost of the return label, will automatically be deducted from the final refund.

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: 2-3 days with GLS
Europe: 3-4 days with GLS and 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.

 

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.

 

 ADDRESS FOR RETURNS

Underprotection ApS
Raffinaderivej 10, building F, 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.