FAQ

Frequently Asked Questions

We have compiled answers to your most frequently asked questions below. If you cannot find the answer you are looking for, please contact our Customer Service for further help.

Products and Ordering

1. Who do I contact if I have a problem with my order?

Please read the FAQs to see if you can find an answer here. If not, our customer service team is happy to help and you can E-mail them: customerservice@baumundpferdgarten.com please describe you problem and if possible send a print screen if you are having technical issues and they will try to help you in the best possible way.

2. What payment methods do you accept online?

We accept Dankort, Visa, Visa Electron, Maestro, MasterCard and Paypal.  

3. I am having problems at checkout when paying?

If you are having problems when paying it may be because you are shopping in the wrong currency. Please go back to the start page and empty your basket, once this is done you can start again by selecting your country’s currency or Euro. If you pay with a Danish Visa-DK card please make sure the purchase currency is set to DKK. 

4. Can I cancel or change my order? 

Yes and no. An order can be cancelled as long as it hasn’t left the warehouse. Changes cannot be made to any order, instead you have to cancel the order and place a new. If you wish to cancel an order please call us on +45 35 35 21 15 - the Customer Service Team is available between 9am and 3pm CET, Monday to Friday. Alternatively, you can E-mail: customerservice@baumundpferdgarten.com  quoting your order reference number in the email.

5. Can I use gift vouchers online?

At present, gift vouchers cannot be redeemed online, but you can use them in the store where they have been issued.  

6. Can I use a credit note given to me in store, online?

Unfortunately, we currently cannot accept credit notes online.  

7. How do I know my order has been submitted successfully?

You will receive an order confirmation by E-mail. If, for any reason you do not receive an email, first check your junk folder to make sure it isn't there before contacting our customer service.

8. Am I charged for the items as soon as I order them?

The amount will be reserved on your account but will first be charged when the goods are dispatched from our warehouse.

9. How do I know my size?

We want to make sure you have a perfect fit, so browse our size guide and view specific measurements on the product pages for each style.

10. How can I find a particular product?

In our Online Store we stock a big part of our collection, should you not find the item you are looking for please contact our customer service by calling: +45 3535 2115 or E-mail: customerservice@baumundpferdgarten.com with your product query.  

Delivery

1. Do I have to pay for delivery? 

Yes and no, shipping is free for products from the current season. Outlet and sale items are subject to shipping cots if order amount is below a certain amount. Delivery costs for outlet items are specified in our Shipping Terms.

2. How long will I have to wait for my order to arrive?

This depends on what time of the day you place your order and where you live. You can find details of delivery times under our Shipping Terms.

3. I need my item for an event. Can you get it to me faster?

You can call our customer service team on +45 3535 2115 and they will try to speed up the dispatch of your package if at all possible.

4. Where do you deliver?

We ship worldwide.

5. Can I send my parcel to a different address?

Yes, simply enter an alternative receiver address when entering your details. You make this by selecting ‘Yes, I wish to use another receiver address´.

6. What do I do if my order hasn't been delivered after the specified time?

Late deliveries could be due to a number of reasons. The first step is to check the track and trace link you received in your dispatch E-mail. If your item has left our warehouse and you feel it is severely overdue, please call us on +45 3535 2115 or E-mail: customerservice@baumundpferdgarten.com. You will need to quote your order reference number so please make sure you have this to hand.  

Returns, Refunds and Exchanges

1. What is your returns policy? 

When shopping at the website you always have the right to return unwanted goods. Please give us notice within 14 days after delivery if you want to return goods. Unwanted goods should be returned within 30 days after delivery. You may try the clothes at home as if you were in a store but when returning them these should not have been used nor washed. They should be in the same condition as when received and must have the original tag attached.

2. How do I return an item I have purchased? 

When you return an item you need to fill out our returns form which comes with your delivery. Once we receive a return and it has undergone quality control we will credit your account/credit card. In order to limit the use of stolen credit cards we only credit the card that was used for the purchase. When sending a return please keep you postage receipt as proof that the package has been sent. Return costs of unwanted goods or exchanges are paid by the buyer.

 Returns are sent to:

Baum und Pferdgarten, Att: Customer Service, Amaliegade 15, 1st floor, 1256 Copenhagen, Denmark

3. How do exchanges work? 

When you return an item you want to exchange, you will have to place a new order in our Online Store. The item returned will be refunded against your original order within 10 days.

4. Can I return/exchange an item bought from the website to a store? 

No, this is unfortunately currently not possible.  

5. When should I expect to receive my refund?

After we have received the returned product we will refund the amount within 10 days. You will receive an email, when the refund has been made.