✒️ TERMS

THE COMPANY

COAXcopenhagen.com is a Danish online webshop.

The webshop is owned by CPHagen ApS established in 2009. VAT No: 34613656.

All prices on COAXCopenhagen.com include VAT, import duties,

All agreements with COAX Copenhagen are made in English.

🌎 WORLDWIDE DELIVERY

At COAX Copenhagen, we proudly offer worldwide shipping from our headquarters in Copenhagen, Denmark, every weekday (excluding weekends and public holidays).

Shipping to All Countries

If your country is not listed at checkout, simply reach out to our customer service team at sales@coaxcopenhagen.com. We will gladly provide a custom shipping rate for your location - typically within a few days.

Delivery times & shipping costs

  • Delivery times and shipping rates vary by destination. For exact details, click on the “Delivery Information” tab located on each product page, just below the product description.
  • Please note: Certain styles may require a slightly longer delivery time.

Important delivery information

  • On rare occasions, our shipping partners may redirect your package to a nearby parcel shop due to space limitations.
  • If you have not received your order within the listed time-frame, please contact us immediately.

Additional information

  • All applicable Danish taxes are included in your order total.
  • International customers are responsible for any customs duties, import taxes, or local charges that may apply upon delivery.

TAXES ON INTERNATIONAL ORDERS

For customers outside the EU (including the US, Canada, Asia, and Australia), please note that import taxes, duties, or VAT may be charged by your local customs authorities upon delivery. These fees are standard for international purchases and are determined by your country’s local regulations. Unfortunately, we have no control over these charges, and they are the responsibility of the recipient. We recommend checking with your local customs office for the most accurate information on potential import fees before placing your order.

🇬🇧 TAXES ON ORDERS TO THE UK

EORI Registration - Orders up to £135

We are EORI registered in the UK. This means that when UK customers shop at COAX Copenhagen, you pay the listed Euro price (including VAT) - just as if you were purchasing from a UK-based webshop. We take care of the rest by paying the VAT directly to HMRC, so you won’t have to worry about customs clearance or additional costs when your parcel arrives in the UK.

Orders Over £135

For purchases over £135 (excluding shipping), UK VAT will be charged upon delivery. The delivery company will contact you to arrange payment before releasing your parcel.

*These regulations are determined by the UK government and HMRC. COAX Copenhagen follows these rules to ensure your order complies with UK customs requirements.

🇳🇴 TAXES ON ORDERS TO NORWAY

VOEC Registration - Hassle-Free Shopping

We are VOEC-registered in Norway. This means that when you shop at COAX Copenhagen as a Norwegian customer, you pay the Danish product price (including VAT) at checkout - just like shopping from a Norwegian webshop. We handle the VAT payment directly to the Norwegian government, ensuring that there are no customs processing fees or additional charges when your order arrives in Norway.

Important for High-Value Items

Please note: If a single item in your order has a unit price exceeding DKK 1,800, the VAT for that item will be charged directly by the Norwegian government upon delivery.

*These regulations are determined by the Norwegian government. COAX Copenhagen follows these rules to ensure your order complies with Norwegian customs requirements.

PROVIDING CORRECT INFORMATION

To ensure successful delivery, it is essential that you provide the correct first and last name when placing your order. If any details are incorrect, delivery may fail, and we cannot guarantee the stated delivery times. It is your responsibility to ensure that all shipping information is accurate at checkout.

Shipping Details

  • Shipping prices and available shipping options will be shown during checkout.
  • We ship using local postal services. This means your parcel will be shipped with PostNord Denmark and handed over to your country’s local postal service upon arrival.
  • For most countries, we also offer UPS shipping, providing a faster delivery option - all available for selection at checkout.

Sender Information

All packages are shipped from:

CPHagen ApS
Symfonivej 29
2730 Herlev
Denmark

 

💬 Need Assistance?

If you have any questions, our customer service team is happy to help! Simply email us at sales@coaxcopenhagen.com, and we’ll respond within 24 hours on weekdays.

UNCLAIMED PARCELS, INCORRECT ADDRESS, AND OTHER DELIVERY ISSUES

If a parcel is returned to us due to the customer not picking up the parcel, providing an incorrect address, or other unforeseen circumstances, we will need to wait for the parcel to be returned to our warehouse before we can proceed.

Once the parcel is returned, we offer two options:

  • Reshipment: We can resend the parcel to the correct address. In this case, additional shipping costs may apply.
  • Refund: We can issue a refund for the purchase amount, excluding the original shipping fee.

We kindly ask that you keep an eye on your parcel using the tracking information provided by email when your order is shipped. Additionally, please contact us if you do not receive your parcel within the estimated delivery timeframe. This allows us to investigate the matter promptly and assist you in resolving any issues as quickly as possible.

Your satisfaction is important to us, and we will always do our best to ensure a smooth delivery process.

PAYMENT OPTIONS

We accept the following secure payment methods:

  • VISA
  • MasterCard
  • JCB
  • Maestro
  • American Express (AMEX)
  • PayPal (Please note: Purchases made via PayPal are not covered by the PayPal objection system)

Payment Process

  • Upon placing your order, the purchase amount will be reserved on your account.
  • The payment will only be captured once your order has been shipped.
  • You will never be charged more than the amount approved at checkout.
  • No card fees are applied when shopping with us.

FRAUD PROTECTION

We reserve the right to cancel any order if fraudulent activity is suspected, ensuring a secure shopping environment for all customers.

SAFETY & SECURITY

Your security is our top priority. When shopping at coaxcopenhagen.com, you join thousands of customers who have enjoyed a safe and secure shopping experience with us.

How we keep you safe:

  • We use SSL (Secure Socket Layer) encryption provided by ePay A/S, one of the leading technologies for secure online transactions.
  • This technology encrypts all personal data, including your:
    • Credit card details
    • Name
    • Address
  • Encryption ensures that your information cannot be read or accessed by unauthorized parties during transmission over the Internet.

Shop with confidence, knowing your data and payment details are fully protected.

EXCHANGES & RETURNS

We want you to feel confident when shopping at COAX Copenhagen. That’s why we offer a 30-day return policy, giving you extra flexibility beyond standard requirements.

📩 How to Return or Exchange an Item

  1. Download and print our Exchange & Return Form - here.
  2. Fill out the form and enclose it inside the parcel with the items you’re returning.
  3. Ensure proper packaging:
    • All items must be returned in secure packaging that protects both the product and its original packaging, ensuring they arrive back to us in resalable condition.
  4. Use a reliable shipping service for returns.
  5. Direct delivery only:
    • All return parcels must be sent directly to our company address (see below).
    • We do not collect parcels from drop points, parcel shops, or pickup locations. Parcels sent to these locations will not be collected and may be returned to you.

⏳ Return Period

  • We offer a 30-day return period starting from the date you receive your order.
  • If your order includes multiple shipments, the 30-day period starts from the day you receive the final item.

🌍 Returns from Outside the EU

  1. Complete a Proforma Invoice for Customs:
    • Mark an ‘X’ in the ‘Return’ section of the Proforma Invoice.
    • Print three (3) copies of the invoice and attach them to the outside of the return parcel. Download the Proforma Invoice - here.
  2. Avoid Customs Delays & Fees:
    • Incorrect or missing Proforma documentation will result in your parcel being held in customs.
    • Customs will charge a €22.00 handling fee, which COAX Copenhagen will initially cover to release your parcel.
    • The €22.00 fee will be deducted from your refund.

🏷️ Return Address:

CPHagen ApS
Symfonivej 29
2730 Herlev
Denmark

Please note, we do not accept personal visits for exchanges or returns at our company address.

NON-RETURNABLE ITEMS

For health protection and hygiene reasons, certain products cannot be returned if they have been opened, tried on, or if the seal has been broken after delivery. This applies to:

  • Sealed items such as enhancers, gels, oils, scents, nipple stickers, stockings, and similar intimate products.
  • If the hygiene seal is broken, these products will be considered non-returnable and non-refundable.

If a non-returnable item is returned to us despite these conditions, it will not be eligible for a refund. Should you wish to have the product sent back to you, the shipping costs for the return shipment will be your responsibility.

IMPORTANT RETURN INFORMATION

  • We do not accept personal visits for exchanges or returns at our company address.
  • All return parcels must be sent directly to our address (see return address above):
    • We do not collect parcels from Parcel boxes, Post offices, Parcel shops or similar pickup locations.
    • We do not accept parcels sent as ‘Cash on Delivery’ (COD) or parcels requiring signature collection from drop-points.

Our Recommendation: To ensure safe delivery, we recommend shipping your return as an insured package with home or company delivery directly to our address.

CONDITION OF RETURNED PRODUCTS

To qualify for a full refund, all returned items must be in the same condition as when you received them. You are welcome to inspect and try on the products, but please ensure this does not affect their resale value.

Hygiene Guidelines for Returns

👙 Panties, bodysuits, and similar items:

  • These must be tried on over your own underwear.
  • Failure to follow this guideline may result in the item being considered unsellable, which could lead to a reduced refund or, in some cases, no refund at all.

🧦 Stockings, socks, and similar products:

  • For hygiene reasons, unpacked hosiery cannot be refunded unless they remain unused and in their original, unopened packaging.

Original Packaging Requirement

  • All products must be returned in their original packaging.
  • Missing or damaged original packaging may result in a reduction in the refund amount due to loss of resale value.

Important Notice on Hygiene and Return Eligibility:

Due to the intimate nature of our products, we must be strict when assessing returned items. Any signs of body marks, hygiene traces, hair, or other traces of bodily contact will result in the return being dismissed.

We strongly recommend that you thoroughly inspect the item before returning it to ensure it meets our hygiene standards.

This policy is in place because no one wishes to receive lingerie and underwear that others may have worn, and we are committed to providing our customers with products of the highest hygiene and quality standards.

REFUNDS & REIMBURSEMENTS

Once we have received and inspected your return, you will be refunded the full amount paid for the item, excluding delivery costs, within 14 days.

Important Refund Information:

  • If the item shows signs of use or has been impaired, a deduction will be made corresponding to the loss of resale value.
  • All refunds will be processed using the same payment method used for the original purchase. This is done for security reasons and cannot be changed.
  • Please note: We do not issue gift vouchers for returns. The refund will always be transferred directly to your account.

REFUND POLICY FOR ORDERS PAID WITH GIFT CARDS

  • Refunds for purchases made with a gift card will be returned to the gift card.

  • Refunds for Combined Payments (Gift Card + Credit Card):

    If you paid using both a gift card and a credit card, any refund will be processed in this order:

    1. The portion paid with the gift card will be refunded to the gift card first.
    2. If the refund amount exceeds the value of the gift card portion, the remaining balance will be refunded to the original credit card.

This process ensures that refunds are returned to the original payment methods in line with our store policies and security practices.

FAULTY GOODS & WARRANTY

At COAX Copenhagen, we comply with the Danish Sale of Goods Act, which provides a 24-month warranty on all purchases.

This means that if your product has a defect, depending on the specific circumstances, you may be entitled to:

  • Repair of the item
  • Replacement with a new item
  • Partial refund
  • Full refund of the purchase amount

The warranty only applies if the claim is justified, meaning the defect must not be due to:

  • Incorrect use of the product
  • Improper handling
  • Other forms of misuse

Important Information About Warranty Claims:

  • If you discover a defect, you must notify us within a reasonable time.
  • A claim made within two months of discovering the defect will always be considered timely.

📩 How to Submit a Warranty Claim:

  1. Contact us at sales@coaxcopenhagen.com
  2. Describe the issue in as much detail as possible and attach pictures.
  3. When returning the product, please ensure:
    • It is securely packaged - preferably in the original packaging.
    • Always obtain a receipt for dispatch, as we will refund reasonable shipping costs if the claim is valid.

💬 COMMUNICATION & A RESPECTFUL TONE

At COAX Copenhagen, we believe that great experiences go beyond just the products we offer. They’re also about the conversations and connections we have with you. Our customer care team is here to help with any questions or concerns you might have, and we always aim to provide support that feels personal, friendly, and professional.

To make sure every interaction is as positive and helpful as possible, we kindly ask that all communication between our customers and our team is kept respectful and friendly – even when things don’t go as planned. A polite and understanding tone helps us help you faster and more efficiently, making the entire experience smoother for everyone.

We understand that questions, returns, or unexpected issues can sometimes be frustrating, and we’re here to support you every step of the way. However, we also believe that kindness and respect create the best conditions for finding solutions together. For this reason, COAX Copenhagen reserves the right to refuse service or cancel orders if communication falls short of these standards. While it’s rare, we want to be clear that we do not tolerate threatening behavior or disrespectful language toward our team.

By choosing to shop with us, you’re not just supporting our brand - you’re also becoming part of a space where positive dialogue, mutual respect, and great vibes are key.

Because, at the end of the day, good conversations and understanding create the best experiences for all of us 💕

RECORD OF YOUR SITE VISIT

When you enter your address and email information on coaxcopenhagen.com, we securely store this data to make your future visits more convenient. This means you won’t have to re-enter the same details when you return to our site. Additionally, log statistics are collected to help us understand how visitors interact with our website. These statistics provide insights such as the number of visitors, where they come from, and how they navigate the site. Rest assured, this process does not compromise the security of your personal data or private information in any way.

COMPLAINT PROCEDURE

If you, as a consumer, wish to file a complaint regarding your purchase, please reach out to us at sales@coaxcopenhagen.com. We always aim to resolve any issues directly with you. However, if a satisfactory solution cannot be reached, you have the option to escalate the complaint to e-mærket, the official Danish e-commerce certification organization that regulates our webshop:

e-mærket
Generatorvej 8D, st. tv
2860 Søborg
Denmark
Tel: +45 44 85 85 90

 

Alternatively, you may contact:

Nævnenes Hus
Toldboden 2
8800 Viborg
Denmark

Please note that for complaints handled by Nævnenes Hus, the goods or services in question must have a value between 1,110 DKK and 100,000 DKK. If the complaint concerns clothing or footwear, the minimum value required is 720 DKK. A processing fee will apply.

If you reside in an EU country other than Denmark, you can also submit your complaint via the EU Commission’s Online Dispute Resolution (ODR) platform, which is accessible here.

For further details on how we handle your data, please refer to our Privacy Policy.

February 2024