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: firstname.lastname@example.org 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
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
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: email@example.com quoting your order reference number in the
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
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: firstname.lastname@example.org with your
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
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
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
4. Where do you deliver?
We ship worldwide.
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
6. What do I do if my order hasn't been delivered after the
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: email@example.com. You will need to
quote your order reference number so please make sure you have this to hand.
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
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.
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.