CUSTOMER CARE

CUSTOMER CARE

IN A HURRY?



YOU MOST LIKELY WILL FIND THIS INTERESTING

IN A HURRY?



YOU MOST LIKELY WILL FIND THIS INTERESTING

SHIPPING


SHIPPING COST

Denmark:

  • Free shipping on orders above 65 € with GLS.
    Delivery within 1-2 workdays.

Countries within the EU:

  • Free shipping on orders above 135 € with GLS.
    Delivery within 2-3 workdays.

Countries outside of the EU:

  • Free shipping on orders above 200 € with GLS.
    Delivery within 3-4 workdays.

    NB! Any applicable duties, taxes and customs fees are at your own expense.

    Due to current UK customs and import requirements, we are temporarily unable to ship orders below £135. Orders below this value cannot currently be cleared through customs and may be returned to us.

 

Shipping cost for orders below the minimum purchase amount:

  • Denmark: 5-7 € (GLS).
  • Within the EU: 7-10 € (GLS).
  • Outside of the EU: 20 € (GLS). 

SHIPPING


SHIPPING COST

Denmark:

  • Free shipping on orders above 65 € with GLS.
    Delivery within 1-2 workdays.

Countries within the EU:

  • Free shipping on orders above 135 € with GLS.
    Delivery within 2-3 workdays.

Countries outside of the EU:

  • Free shipping on orders above 200 € with GLS.
    Delivery within 3-4 workdays.

    NB! Any applicable duties, taxes and customs fees are at your own expense.

    Due to current UK customs and import requirements, we are temporarily unable to ship orders below £135. Orders below this value cannot currently be cleared through customs and may be returned to us.

Shipping cost for orders below the minimum purchase amount:

  • Denmark: 5-7 € (GLS).
  • Within the EU: 7-10 € (GLS).
  • Outside of the EU: 20 € (GLS).

     

RETURNS

You can return or exchange your order at our Herlev office Monday to Friday from 10 AM to 2:00 PM. Write to customercare for further info.

RETURN FOR COUNTRIES WITHIN THE EU

Return shipping cost:

  • Denmark: 6 € (GLS).
  • Europe: 10 € (GLS).

We kindly require you to cover the shipping cost yourself by using the enclosed return label.
The amount will be deducted from the final refund.

We offer free return if you exchange your returned items to a store credit.

If you did not receive a return label, please write to: customercare@underprotection.dk
and we will provide you with one.


RETURN FOR COUNTRIES OUTSIDE OF THE EU

Return shipping cost:

  • 20 € (GLS).

When you are returning from outside of the EU, we need you to mark your parcel as “RETURNED GOODS”.

We offer free return if you exchange your returned items to a store credit.

Please also attach your invoice/return form on the outside of your return parcel.
If you can’t find your invoice, you can get a new one by writing to our customer care team: customercare@underprotection.dk.

RETURN & EXCHANGES

You can return or exchange your order in our Herlev office.
Monday to Friday from 10 AM to 2 PM. Write to our customercare to arrange this.

FOR COUNTRIES WITHIN THE EU

Return shipping cost:

  • Denmark: 6 € (GLS).
  • Europe: 10 € (GLS).

The amount will be deducted from the final refund.

We offer free return if you exchange your returned item(s) to a store credit or another item(s). Please note that shipping cost for the exchanged item(s) back to you is at your own expense.

To make a return or an exchange, please click on the button that suits the location the order was made from to initiate the process:

FOR COUNTRIES OUTSIDE OF THE EU

Return shipping cost:

  • 20 € (GLS).

NB! When you are returning from USA all return costs are on your own expense and you need to use a forwarder of your own choice.

When you are returning from outside of the EU, except from USA, we need you to mark your parcel as “RETURNED GOODS”.

We offer free return if you exchange your returned items to a store credit.

 

Please also attach your invoice on the outside of your return parcel.
If you can’t find your invoice, you can get a new one by writing to our customer care team: customercare@underprotection.dk.

To make a return or an exchange, please click button below to initiate the process.



GET A FREE RETURN

We offer free return if you exchange your
returned items to a store credit.


After we receive your return parcel you will
receive the code via e-mail.
The code will be valid for two years.

Please note that we do not refund
store credit/gift cards.




GET A FREE RETURN

We offer free return if you exchange your
returned items to a store credit.

So, if store credit is your flavour, let us
know by writing your order number to:

customercare@underprotection.dk.


After we receive your return parcel you will
receive the code via e-mail.
The code will be valid for two years.

Please note that we do not refund
store credit/gift cards.


COMMON CONDITIONS FOR ALL RETURNS

 

We need the items back with us within 30 days from the date you received your order. If you have chosen delivery to a parcel shop, the cancellation period starts on the day the order is delivered to the parcel shop.

Returned items must be unwashed, unworn, free of any odors or stains. If they are returned in any other condition, they will not be accepted.

If you chose to return your order with another shipping service, please note that we do not pick up from parcel shops, and we advise you to ship with tracking.

If you wish to return items from a marketing campaign eg. "3for2 offer", "buy this get this", and you choose to keep the items you have received for free as part of the offer, the full purchase price of the products in question will be deducted from the final refund.

Tights and socks can only be returned unused, unopened and in the original product packaging with all labels and protective seals/stickers intact.
The Loop Menstrual Cups can not be returned, as this is a hygienic product.

Parcels delivered to parcel shops will ultimately be sent back and must be re-sent at your own expense. If you choose to use a shipping method other than the one we provide, Underprotection disclaims any responsibility for the shipping.

It may take up to 14 days from the date we receive your return package before the amount is visible on your account. 

COMMON CONDITIONS FOR ALL RETURNS

 

We need the items back with us within 30 days from the date you received your order. If you have chosen delivery to a parcel shop, the cancellation period starts on the day the order is delivered to the parcel shop.

Returned items must be unwashed, unworn, free of any odors or stains. If they are returned in any other condition, they will not be accepted.

If you chose to return your order with another shipping service, please note that we do not pick up from parcel shops, and we advise you to ship with tracking.

If you wish to return items from a 3for2 campaign, and you choose to keep the items you have received for free as part of the offer, the full purchase price of the products in question will be deducted from the final refund.

Tights and socks can only be returned unused, unopened and in the original product packaging with all labels and protective seals/stickers intact.

Parcels delivered to parcel shops will ultimately be sent back and must be re-sent at your own expense. If you choose to use a shipping method other than the one we provide, Underprotection disclaims any responsibility for the shipping.

It may take up to 7-10 workdays from the date we receive your return package before the amount is visible on your account. 

UNCLAIMED PARCELS

If the parcel is not picked up from the parcel shop, and returned unclaimed to us, we will contact you via e-mail to clarify why.
Make sure to reply within 14 days from the date you receive the
e-mail, if you would like a refund. Make sure to check your spam filter as well.
If we do not hear anything from you, a voucher/store credit will be issued automatically hereafter.

CANCELLATION

Only if your item(s) have not been prepared for shipping. We are preparing packages all day so we should receive your cancellation or changing asap after your order placement.
Please send us an e-mail (customercare@underprotection.dk) or give us a call (+45 53 56 90 32).


WARRANTY

You have a period of 24 months to complain about an item if it did not live up to our usual standard. Please send us an e-mail describing the problem. If the item fails or is damaged upon arrival, it will be repaired or replaced and sent to you, which of course will be done as soon as possible after receiving the defect item. If the item is not in stock or can’t be repaired, we will refund the full amount to your bank account.

SIZE & FIT

If you are uncertain about what size to buy, please check our size guide here or under each product. Please note, that there may be deviations in the sizing, which will be described here.

UNCLAIMED PARCELS

If the parcel is not picked up from the parcel shop, and returned unclaimed to us, we will contact you via e-mail to clarify why.
Make sure to reply within 14 days from the date you receive the
e-mail, if you would like a refund. Make sure to check your spam filter as well.
If we do not hear anything from you, a voucher/store credit will be issued automatically hereafter.

CANCELLATION

Only if your item(s) have not been prepared for shipping. We are preparing packages all day so we should receive your cancellation or changing asap after your order placement.
Please send us an e-mail (customercare@underprotection.dk) or give us a call (+45 53 56 90 27).


WARRANTY

You have a period of 24 months to complain about an item if it did not live up to our usual standard. Please send us an e-mail describing the problem. If the item fails or is damaged upon arrival, it will be repaired or replaced and sent to you, which of course will be done as soon as possible after receiving the defect item. If the item is not in stock or can’t be repaired, we will refund the full amount to your bank account.

SIZE & FIT

If you are uncertain about what size to buy, please check our size guide here or under each product. Please note, that there may be deviations in the sizing, which will be described here.


STILL LEFT WONDERING?