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 Visa, MasterCard, American Express and Paypal.
3. Can I cancel or change my order?
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 88 13 65 33 - the Customer Service Team is available between 10 am and 4pm CET, Monday to Friday. Alternatively, you can E-mail: email@example.com quoting your order reference number in the email.
4. 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.
5. Can I use a credit note given to me in store, online?
Unfortunately, we currently cannot accept credit notes online.
6. 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.
7. 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.
8. 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.
9. How can I find a particular product?
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 88 13 65 33 or E-mail: firstname.lastname@example.org with your product query.
10. Do I have to pay for delivery?
Yes, the delivery cost are specified in our shipping terms.
11. 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 Terms.
12. I need my item for an event. Can you get it to me faster?
You can call our customer service team on +45 88 13 65 33 and they will try to speed up the dispatch of your package if at all possible.
13. Where do you deliver?
We ship worldwide.
14. 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 address´.
15. What do I do if my order hasn't been delivered after the specified time?
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 88 13 65 33 or E-mail:email@example.com. You will need to quote your order reference number so please make sure you have this to hand.
Returns, Refunds and Exchanges
16. 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 14 days after you have notice to us.
The garment can be returned, even though it has been used. If it has been used we will value the garment again, and impairment will not be returned.
If the garment not have been used, the full value that the customer has paid will be returned.
17. 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:
YDE Copenhagen ApS, Ny Adelgade 5, 1104 Copenhagen, Denmark
18. How do exchanges work?
When you return an item you can in the returns form tick the box exchange my item(s). For any exchange requested, the item returned will be refunded against your original order, and a new order will be created for the 'exchange' item. You will not be charged delivery costs in this instance. Payment will not be taken against this new order until the goods are dispatched from our warehouse.
19. Can I return/exchange an item bought from the website to a store?
Yes, you can exchange it at out flagship store in Copenhagen.
Ny Adelgade 5
20. When should I expect to receive my refund?
After we have received the returned product we will refund the amount within 3-5 days. You will receive an email, when the refund has been made.