✔ Extended exchange period for Christmas. All gifts can be exchanged up to and including February 1, 2027 (remember to add an exchange label to your cart).
✔ 30-day right of return with receipt. You can return your purchase in our store or online
✔ Remember to bring your exchange tag when you exchange gifts
Here you can read about returns in store/online, damaged products and the right to complain.
How to return
You can always return your product in the Kræss Store in Copenhagen within our opening hours or with shipping.
Returns and Return Shipping Costs
If you wish to return your order with shipping, we can provide you with a GLS Return Label if you live in one of the following countries: Denmark, Austria, Belgium, Germany, Ireland, Poland, or Norway. If you live in another country, you must arrange the return shipment to our store yourself (see address below).
Please send an email to: [email protected] with your order number and tell us that you would like to return the order. The return label will then be sent to your email. You will need to print it and attach it securely to the return parcel. The parcel must then be handed in at a GLS Parcel Shop.
The cost for the return label is the same as the original shipping cost.
If you live outside the countries listed above, we are unfortunately unable to provide a return label, and you will need to arrange and pay for the return shipping yourself.
Return Address:
Kræss ApS
Blågårdsgade 17A
2200 København N
Denmark
Phone: (+45) 53 76 31 38
Email: [email protected]
Special note for returns from Denmark:
If you received free shipping to a Parcel Shop (i.e., you did not pay for shipping with your original order), the return cost is 39 DKK.
Important:
Always return your order in the original packaging and shipping boxes to ensure safe transport.
When your product has been returned and we have received it in Kræss, we return your money to your bank account the same day (it may take a few days before you can see the amount in your bank account). However, it is required that the product is in the same condition as when you received it, and that it has not been damaged during, for example, shipping due to defective packaging (see next point).
When you return a product, we do not refund the original shipping cost, only the value of the product.
The condition of the item when you return a product
You are only liable for any deterioration in the value of the goods which is due to handling other than what is necessary to determine the nature, characteristics and way of functioning of the goods. In other words – you can try the product in the same way as if you tried it in a physical store.
If the item has been tried on in addition to what is described above, we consider it as used, which means that if you cancel the purchase, you will only get a part or none of the purchase amount back, depending on the item’s commercial value.
In order to receive the full purchase amount back, you must therefore do the same as you can in a physical store. You may test the product, but not actually use it.
If your product is damaged when you received it
Contact our customer at [email protected] with your order number
Send us photo documentation of the shipment, for the package and contents.
Make sure the package label is visible in the photo.
Creating a complaint and processing it often takes 1-3 days. During busy periods 4-10 working days.
The customer has the opportunity to make a claim for a complaint within 5 working days at the latest.
Appeal options – overview and links
If you have a complaint about a product bought in our Webshop, you can send a complaint to:
The Danish Competition and Consumer Authority’s Center for Complaint Resolution
Carl Jacobsens Vej 35
2500 Valby
Link: www.forbrug.dk
If you are a consumer residing in another EU country, you can register your complaint in the EU Commission’s online complaint platform.
The platform can be found here: http://ec.europa.eu/consumers/odr/
If you submit a complaint here, you must provide our e-mail address: [email protected]
Right of complaint
A 2-year right of complaint is granted in accordance with the Purchase Act. Our right of complaint applies to defects in material and/or manufacturing.
All purchases in Kræss can be returned after a maximum of 30 days from the purchase or receipt of the package by shipment.
The complaint does not apply to errors or damage caused by incorrect operation of the product/service.
