ACCOUNT AT COPENHAGENDELIGHTS.COM.

How do I create an account at Copenhagendelights.com?

You can easily create your own account by creating a username and password to the site. The username will be your e-mail address. Please make sure that your password is at least 6 digits.

Why do I have to create an account at copenhagendelights.com?

When you log in to your account, your personal details are already stored so that you don't have to enter them again when placing a new order. You also have access to “My Account”, where you can get a full overview of your account, order history and personal details. Customers do not need to create an account before placing an order at www.copehagendelights.com.

I forgot my password - can you help me?

If you forgot your password, just click the "Forgot password" link and we will send you an automated e-mail with information on how to reset your password.

MY ORDER.

Can I change my order?

Once your order has been confirmed, it's not possible for you to change it, as we will send your order immediately to the warehouse for fast delivery.

Can I cancel my order?

No, you can not. We will process your order once we receive it for fast delivery. If you no longer wish to have the items, you will have to return them upon receival.

Has my order been shipped?

As soon as your order is dispatched from our warehouse, we will e-mail you to confirm that it is on its way to you.

Can I track my order?

Depending on the carrier we send your order with, the dispatch e-mail we send you may include a unique tracking number which you can use to track the progress of your parcel.

Part of my order is missing, what should I do?

If the delivery note says an item should be in your parcel but it is not, please indicate this on the Return Form that you find in your package or please get in touch with Customer Service. Let us know the order number and the item number or product name of the item you wanted, and we will look into it. We will usually be able to send you the item we missed out, but in on the rare occasion that it is not possible, we will refund the money you paid for it.

A mistake has been made with my order, what should I do?

Every so often mistakes do happen, but we do our best to sort them out as smoothly as possible. If you have noticed that we have made a mistake with your order, please contact Customer Service and let us know.

DELIVERY INFORMATION.

What is the delivery time?

Deliveries will be made within 4-6 working days from order placement.

Do I have to pay import duty and VAT?

Each item in your order which is shipped to countries outside of Vietnam may be subject to taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees and VAT.

PAYMENTS.

How do I pay for my order?

We accept the following payment methods:

Visa

MasterCard

Paypal

All credit card holders are subject to validation and authorization by both the card issuer and us to maintain security and prevent fraud. We also take security very seriously indeed, so your details will be safe with us.

When will I be charged?

When you place your order your card will be authorised, and you will receive an e-mail confirming that your order has been successful. Payment will be taken when we received your order. If your card is not authorised, payment will not be taken, and you will get notified immediately on the screen that the payment was unsuccessful. Please remember that even if a payment is not authorised, some card issuers may still reserve the money, meaning you will not be able to access that amount of money for a short while.

Is it safe to order online?

We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times. Information passed between your computer and our website cannot be read in the event someone else intercepts it.

RETURNS.

How do I return an item?

We try to make sure everything we sell will make you happy, but if you ever do need to send anything back to us, you can find return instructions on the return note that will be put in your package, or check out our Returns Policy. When you return something, it is important that you save your return tracking number, as this proves that you sent it back to us if it gets lost in transit.

I have received a faulty item, what should I do?

We don't want our customers to receive items that are anything less than top quality, so if you think anything in your order is faulty, please return the items to us within 14 days of receiving your package. Should you contact Customer Service please let us know the following details: your order number, product code/product name and details of the faulty item(s).

I have received an incorrect item, what should I do?

If you have received an incorrect item, we sincerely apologize. Please return the items to us within 14 days of receiving your package. Should you contact Customer Service please let us know the following details: your order number, product code/product name and details of the incorrect item(s).

Have you received my return?

It takes about 10 working days for us to receive and process your return.

When will I receive my refund?

We will process a refund within 3 days of receiving your parcel. Please allow 2-30 days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you are with. We will credit your refund to the same card you used when you placed your order.

You have refunded me the wrong amount

If you think you have been refunded the wrong amount please contact Customer Service quoting your order number and the required refund amount. Please note: Delivery charges are non-refundable so you will be refunded the full value of the items returned less the delivery charges.

Why have you not refunded the delivery charge?

If you are returning items because you have changed your mind, this will be at your own cost, and we can't refund your postage. However, if we sent you the wrong item or something faulty, just contact Customer Service and we'll help you to send it back free of charge.