EXCHANGE & RETURN POLICY

RETURN

At COAX Copenhagen, we understand that sometimes the fit just isn't perfect. That's why we gladly accept returns for any unworn items with all tags and labels intact. You can return any item to us within *30 days of receiving it. Please be aware that for hygiene reasons, we are unable to accept returns for hosiery items that have been tried on. Additionally, we require all other items to be tried on with undergarments, also for hygiene reasons.

*Extended return and exchange until January 31st 2025 on orders placed in November and December 2024.

Refunds for eligible returns will be processed within 10 business days from the date the returned item is received and inspected.

That being stated, the instructions provided on the Exchange & Return sheet simplify the process of sending items back, making it hassle-free.

You can print and fill the Exchange & Return form here.

PLEASE NOTE, IF YOU LIVE OUTSIDE THE EU

If you live outside the EU (UK, US, AU etc.) you will need to complete a Proforma for customs. Print and stick 3 copies on the outside of your parcel and make sure you mark an X in the 'Return' column. You can print a profoma invoice here or get it from the shipping company you use to return the parcel.

If your parcel is NOT returned correctly with the proforma invoice, it will be held in customs, and you will incur a handling fee of €22.00. This fee will initially be covered by us upon receiving your parcel, and subsequently deducted from your return.

RETURN ADDRESS

CPHagen ApS

Symfonivej 29

2730 Herlev

Denmark

If a phone number or an e-mail is required, you can use your own.

Please kindly note that we are unable to accommodate in-person customer exchanges or returns at our address, and we do not collect return parcels from parcel boxes, post offices, or similar locations. Parcels must be directly sent to the address provided above. Additionally, we do not accept parcels sent as 'cash on delivery' or collect parcels requiring a signature from drop-off points. For your convenience and security, we suggest sending your parcel as an insured package with home or company delivery. We do not refund shipping costs.

It’s important to note that shipping costs are not covered by COAX Copenhagen when sent back, so we suggest using your local post office for the best service and tracking ID.

EXCHANGES

Feel free to be picky. You have the option to exchange your item for a different size or product, provided it's available in our inventory, and we'll return it to you without any additional fees. Each item qualifies for one exchange.

- The item that I want to exchange to is more expensive than the original item that I bought. What do I do?

If the costs of item that you wish to receive in exchange is more expensive than the original item that you received and paid for, then you need to pay the difference. Once we receive your exchange parcel, we’ll send a payment link to your e-mail – here you click on the link and pay by credit/debit card or PayPal.

- The item I want to exchange to is cheaper than the original item that I bought. What happens to the difference?

If the item that you wish to receive in exchange is less expensive that the original item that you have already received and paid for, then we’ll refund the difference to the credit/debit card or PayPal account that you used for the purchase. This will be done in connection with us shipping the exchange to you.

- I’ve shipped my item for exchange. When will I receive the new item?

We’ll ship your exchange within 1-4 days (if the desired item is in stock). You’ll receive an e-mail from us with your tracking information once the parcel has been shipped.

- I received the wrong item. What do I do?

If, we by mistake, have shipped you a wrong item, please notify us immediately so that we can correct the mistake.

- My item is faulty. What do I do?

If you have been so unlucky to receive a faulty item, please then contact our customer service team at sales@coaxcopenhagen.com, provide your order no and describe the fault. The customer services team will then assess how best to handle the complaint.

June 2024