Refund policy
Return & Refund Policy
Thank you for shopping with The Copenhagen Company. We hope you love your purchase, but if you are not completely satisfied, please review our return and refund terms below.
1. Returns
Eligibility
We accept returns of most unused, unopened, and undamaged items within 30 days of delivery. All returned items must be in their original condition and packaging.
Items that show signs of use, damage, or missing packaging may not be eligible for a refund.
2. How to Initiate a Return
To request a return, please follow these steps:
Email us at support@thecopenhagencompany.com with your order number and reason for return.
We will issue a Return Authorisation Number (RA#) and provide return instructions.
Securely package the item and clearly mark the RA# on the parcel.
Ship the item using a tracked service.
Returns sent without prior authorisation may not be accepted.
3. Return Shipping & Costs
Customers are responsible for return shipping costs, unless the item is faulty, damaged, or incorrect.
We are not responsible for items lost or damaged during return transit.
4. Refunds
Once your return is received and inspected:
You will be notified via email of approval or rejection.
Approved refunds will be issued to the original payment method within 7–14 business days.
Original shipping fees are non-refundable, except where the return is due to our error.
5. Exchanges
We do not offer direct exchanges. If you wish to receive a different item or fragrance, please return your original item (subject to eligibility) and place a new order.
6. Damaged, Faulty, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery, including photos of the issue.
We will arrange a replacement or issue a full refund, including shipping costs where applicable.
7. Non-Returnable Items
Returns will not be accepted in the following circumstances:
Products that have been used, opened, or altered
Items returned without original packaging
Sale or promotional items (unless faulty)
Orders refused due to failure to pay customs duties, import taxes, or handling fees
Please note: Any customs duties, taxes, or import charges imposed by your local authority are the responsibility of the customer. Orders refused or returned due to non-payment of these charges are not eligible for a refund, as clearly stated in our Terms & Conditions.
8. Consumer Rights
This policy does not affect your statutory rights under applicable consumer protection laws.
9. Contact Us
For all return or refund enquiries, please contact:
The Copenhagen Company
Email: support@thecopenhagencompany.com
Return address will be provided upon approval.