Shipping & Refund policy

How long does shipping take?

Most of our packages sent to by FedEx, DHL and USPS.
It takes around 2-5 days to fulfill the order and 3-12 days to deliver it to our customers.
Western European countries, USA & Canada shipments are faster (usually 2-7 days) while other destinations may have longer shipping times.
(*in rare cases it may take up to 21 days to complete the delivery after the order was fulfilled).

Also, due to complications caused by COVID-19, delivery time can get longer so please allow up to 3 weeks for delivering the items.

If an order has not arrived in the estimated delivery time, please contact our support team via hej@jepsenostergaard.com

Can you provide me with a tracking number?

Of course! We offer tracking number for most of the countries. This will be sent to you through email (filled in the order page).
It is usually a matter of days but may take up to 5 days during peak season as several shipping companies may delay the shipment.


I've entered a wrong shipping address! Can I change it?

No need to worry, it can happen. All you need is to email us ASAP, and we will do our best to resolve this issue. It's advised to contact us instantly within a day because we immediately ship your order the same day or maybe a few days after. If your order has already entered the shipping process, we won't be able to stop it.

Are there customs, taxes, duties, and/or tariffs?

We're sorry but we are not responsible for any customs, taxes, duties or other tariffs which are not in our control. Unfortunately we have no control over that issue, it deals with laws and regulations in your respective country, and so the taxes and customs charges are the responsibility of the customer and are not included in the cost of the store order.
Moreover, taxes and custom charges differ depending on the country (or the state) of your shipping address.
We suggest contacting your local customs office, if you are not sure of the applicable taxes or the custom fees that are relevant to you.

Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, as long as it is not a non-returnable item.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at hej@jepsenostergaard.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hej@jepsenostergaard.com.

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), clothing items (all items including those that are made to order, "print on demand" type of items such as flip-flops, shoes, etc.) and personal care goods (such as beauty products).
Unfortunately, we cannot accept returns on sale items or gift cards.
Also note that digital items such as e-books or videos are non-refundable, as they are non-tangible items thus cannot be refunded.
Please get in touch if you have questions or concerns about your specific item before purchase. 

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.