Banner for FAQ page Samsøe & SamsøeBanner for FAQ page on samsoe.com

Orders

Orders and troubleshooting

Shipping

Delivery time, cost and more

Returns

Hassle-free return and refunds

Exchange

Smooth and worriless exchanges

Payment

Secure payment and currencies

Contact

Call us / message us

Cookies and Privacy

We keep your information safe

Account

Special treatment on samsoe.com

Orders

Orders and troubleshooting

How do I order?

All products on samsoe.com can be purchased right away by following this simple step-by-step guide:

  • Click on the wanted product.
  • Click on the right color and size.
  • Click on "Add to Bag".

To continue shopping, click on the closing X in the right corner of the shopping bag pop up.

When you’re done shopping:

  • Click on the bag in the right corner.
  • Click "Checkout".
  • You’ll now see a summary of your order.

To accept the order:

  • Click “Checkout” in the bottom of the page.
  • Enter your information along with your preferred shipping and payment method.
  • Click "Continue to Payment".
  • Click on your credit card type and fill in the details.

Once you have submitted your order you will receive an order confirmation by email.

Please make sure the order confirmation matches your purchase and that all the details regarding your shipping address, billing address and payment is correct.

If you have any further questions, please don’t hesitate to ask us. Click here to find our contact information.

Can I change my order after purchasing?

We always try to pack your order as fast as possible. As soon as your order has been packed and has left our warehouse, we aren’t able to change it.

However, you can return any unwanted items for a refund once you’ve received your order. For more information on our Returns Policy, please click here. For any changes, please contact Customer Care here.

Can I cancel my order after purchasing?

We always try to pack your order as fast as possible. As soon as your order has been packed and has left our warehouse, we aren’t able to cancel it.

However, you can return any unwanted items for a refund once you’ve received your order. For more information on our Returns Policy, please click here.

For a cancellation, please contact Customer Care here.

Can I get a refund if the item I bought is now on sale?

We’re sorry, but we can’t refund the difference on discounted products.

Can I track my order?

You will receive a shipping confirmation by email with a track and trace number as soon as your order has left our warehouse.

If you have an account at samsoe.com you can always track and trace your order by logging in here 

If you don't have one you can create an account here.

Do I need to order online?

If you want to purchase items via samsoe.com, you need to place your order online.

If you wish to visit one of our standalone stores, you can go to Store Finder and locate your nearest Samsøe & Samsøe store.

How do I use my voucher online?

If you’ve received a voucher for our online store, you can easily use it by clicking on “Got a voucher?” after entering your shopping bag.

I need more information about a product?

If you need more information than given under a specific product, please contact our Customer Care by clicking here.

Can you tell me if an item is in stock in one of your standalone stores?

If you’re looking for a specific item and want to know if it’s in stock in your local Samsøe & Samsøe store, we highly recommend that you contact the store.

Go to Store Finder to get the contact information on your local store.

I’m missing an item from my order, what do I do?

We want to sort out any issues with incorrect orders straight away. Please contact our Customer Care here.

I have an incorrect item in my order, what do I do?

We want to sort out any issues with incorrect orders straight away. Please contact our Customer Care here.

I received a damaged item. What do I do?

If you have received a damaged item, please contact our Customer Care immediately. You'll find contact information here.

Shipping

Delivery time, cost and more

Does samsoe.com ship to countries other than Denmark?

Yes, we ship do. Read more about shipment and delivery here.

Can I pick up my products directly from your warehouse?

We’re sorry but it isn’t an option to pick up your order directly from our warehouse.

Can I pick up my order directly from one of your stores?

When purchasing from Denmark, Sweden or Norway, you’re able to choose “Collect in Store” as a shipping method. You simply select your favourite store and will get an email confirmation as soon as your order is ready for pick-up.

How do I use the Collect in Store service?

When you’re choosing your shipping method at the checkout, select ‘Collect in Store’. Then from the drop-down menu simply select the store that you’d like to pick up from. This service is free of charge.

How will I know when my order is ready to be picked up?
You will receive a notification (either an email or SMS) from PostNord when your order is ready to be picked up.

What do I need to bring with me to collect my order in store?
Please bring a valid photo ID and the pick-up notification from PostNord.

What countries is the Collect in Store service available in?
Currently we only have this service in Denmark, Norway and Sweden, but we are working hard to expand it into other countries. Sign up to our newsletter and we’ll keep you updated.

Can I have my parcel redirected to a different address?

For your security we can’t change the address your order is being sent to. Don’t worry, if you’re not in when a delivery is attempted, the carrier will leave a card telling you where it is. It might be stored in a safe place or there will be details on how to pick it up or rearrange delivery.

What if I am not home when my order arrives?

If you’re not home when your parcel arrives, the carrier will leave a card telling you where it is. It might be stored in a safe place or there will be details on how to pick it up or rearrange delivery.

What should I do if my order hasn’t been delivered yet?

If your estimated delivery date has passed and there isn’t any update on your parcel via your track and trace number, please contact our Customer Care for further help.

When will I receive my purchase(s)?

For shipping information, please click here.

Please be aware that arrival time is an estimate and unfortunately cannot be guaranteed. During campaigns and sale periods, delivery can be longer.

Who holds any additional expenses in form of import duty or taxes?

Any customs and import duties are charged once the order reaches its destination country and must be paid by the recipient of the order. We have no control over these charges and cannot predict what they may be.

Customs policies vary widely from country to country. You may want to contact your local customs office for further information.

All orders are sent from Denmark, except orders to Norway, which are sent from a local warehouse in Norway.

Returns

Hassle-free return and refunds

How long do I have to return my order or part of my order to you?

We always offer a 30-days return period for our customers.

How do I return something?

If you need help returning your order or a part of your order, please follow our simple step-by-step guide here.

Do I need to pay for the return?

We offer free returns for the following countries:

  • Belgium
  • Denmark
  • Finland
  • Germany
  • Netherlands
  • Sweden

If you’ve ordered from one of these countries, your parcel will include a prepaid return label. If you’ve ordered from another country, you need to pay for the postage yourself.

Please remember always to ask for proof of purchase, to keep record that the parcel was sent to us.

How do I let you know that I’m about to return something?

Let us know you want to make the return by writing to our Customer Care. Please do this within 15 days of receiving your parcel.

How do I get a new returns form?

If you’ve lost your returns form, please just attach a piece of paper to your parcel, informing our warehouse about your contact information, your order number and reason for return.

How do I get a new prepaid return label?

If you’ve lost your prepaid return label, please contact our Customer Care here to get a new one.

To which account are you refunding my money?

We always refund your money to the same credit card used when placing the order. It’s not possible for us to make the refund to a different credit card.

What happens to my refund if my credit card no longer is in use?

Your refund will still go back into the card used when placing the order if the card account is still open. If your card is lost, stolen or cancelled we’re still able to refund the money to your credit card.

What should I do if my refund is incorrect?

We’re sorry if we’ve made a mistake with your refund! If this is the case, please contact our Customer Care here and they will sort it out for you as soon as possible.

Can I return more than one order in the same parcel?

Yes, that is completely fine. Pack the items up into one box, but make sure to include the completed returns forms from the different orders.

Can I return an item I bought online to one of your stores?

Unfortunately, it’s only possible to exchange the item(s) to another colour or size. If you need the item(s) exchanged for another style or for a refund, you need to return it by post to our warehouse.

Can I return something I’ve bought in one of your stores online?

We’re sorry, but items purchased in our stores needs to be returned to our stores as well.

I have returned something to you, but I haven’t got the refund yet?

If you haven’t received any confirmation of your return, please start by checking your credit card for a refund. Be aware your money will always be refunded to the same credit card used when placing the order.

If you can’t find any transactions for a refund, please contact our Customer Care here.

Exchange

Smooth and worriless exchanges

How long do I have to return my order or part of my order for an exchange?

We always offer a 30-days return period for our customers.

How do I exchange something?

If you need help returning your order or a part of your order for an exchange, please follow our simple step-by-step guide here.

Do I need to pay for the return if I want to exchange my order or a part of my order?

We offer free returns for the following countries:

  • Belgium
  • Denmark
  • Finland
  • Germany
  • Netherlands
  • Sweden

If you’ve ordered from one of these countries, your parcel will include a prepaid return label. If you’ve ordered from another country, you need to pay for the postage yourself.

Please remember always to ask for proof of purchase, to keep record that the parcel was sent to us.

Do I need to pay for the shipping back to me after my item(s) is exchanged?

No, when we have exchanged your item(s) we will pay the shipping back to you.

How do I let you know that I want to exchange my order or parts of my order?

Let us know you want to make the exchange by writing to our Customer Care. Please do this within 15 days of receiving your parcel.

How do I get a new returns form?

If you’ve lost your returns form, please just attach a piece of paper to your parcel, informing our warehouse about your contact information, your order number and reason for return.

How do I get a new prepaid return label?

If you’ve lost your prepaid return label, please contact our Customer Care here to get a new one.

Can I exchange my order purchased in your online store in one of your standalone stores?

Yes, you can exchange your order for another colour or size in any Samsøe & Samsøe store except for the following Danish stores: Illum & Magasin.

Go to Store Finder to get the contact information on your local store.

Can I exchange items bought in one of your stores online?

We’re sorry, but items purchased in our stores needs to be exchanged to our stores as well.

What if the item I want to exchange for is out of stock?

If you want to exchange your order for an item that is out of stock, we will simply refund your money.

Payment

Secure payment and currencies

In which currencies can I pay?

You can pay with one of the following currencies depending on your country:

  • DKK
  • EUR
  • SEK
  • NOK
  • GBP
  • CHF

All prices are incl. VAT.

Is it safe to shop online at samsoe.com?

Once you come to the payment option in the checkout, you will automatically be directed to a secure server on Architrade. From then on, all information between you and the server is encrypted with SSL (Secure Secret Layer) encryption. This is to ensure that no one can see the information you send. To ensure maximum security, PBS has securely approved the transmission. When you are in the safe zone, your browser window will display a small "Secure Server" icon. On Internet Explorer and Firefox, this little icon is a padlock.

We will never ask for a signature or PIN on samsoe.com. Whether you shop online or in a store, it is expressively your signature, which is legally binding. If someone is abusing your card number and expiration date, the shop is obliged to cancel the purchased. Your bank will do this for you. You will not risk anything by shopping at samsoe.com.

How do I pay?

We accept the following payment methods and credit cards:

  • Klarna
  • Credits cards
    • Dankort
    • VISA Dankort
    • MasterCard
    • Maestro
    • VISA
    • VISA Electron

There is no surcharge for using debit cards at samsoe.com.

Before payment, you will be informed about which products you have ordered and at what price.
When you select a payment method, you will be sent to a secure website on DIBS, where you must enter:

  • Card number
  • Expiration date
  • Control Number

(If you fill out the fields incorrect, your purchases on samsoe.com will not be implemented.)
Press "Validate payment"

The amount will not be drawn from your account until the dispatch of the products from our warehouse. You will receive an order confirmation shortly after by email and it will be shipped along with your order. It is not possible to pay in advance, use online banking or e-cash on samsoe.com.

When do you withdraw the money?

We do not withdraw any money until the dispatch of the order.

Contact

Call us / message us

Can I contact you?

Yes of course! You can find contact information here.

How do I sign up for the Samsøe & Samsøe newsletter?
Does Samsøe & Samsøe have any stores?

Yes. The stores in Denmark are multi-brand stores and offer a wide selection of different brands and not just Samsøe & Samsøe’s own products, while stores outside Denmark are mono-brand stores, who only sell Samsøe & Samsøe products.

Go to Store Finder to find a store near you.

Cookies and Privacy

We keep your information safe

What is your Privacy Policy?

We are committed to protecting your privacy and keeping your information safe. In our Privacy Policy, you’ll find a description of what information we collect, what we use that information for and who we share that information with. Click here to read our Privacy Policy.

What do you use cookies for on samsoe.com?

In our Cookie Policy you’ll find an explanation of what cookies are, which cookies we use on samsoe.com, and what each cookie on samsoe.com does. Click here to read our Cookie Policy.

Account

Special treatment on samsoe.com

How can I get access to Samsøe & Samsøe History?

You can access Samsøe & Samsøe History through your account on samsoe.com. You’ll only be able to see Samsøe & Samsøe History while it’s happening, and if you’re logged into your account. If you don’t have an account, click here to make one.

How will I know when Samsøe & Samsøe History is happening?

We will send you a newsletter to let you know when Samsøe & Samsøe History is going to be online. You need to be subscribed to our newsletter to receive these updates. Not subscribed to our newsletters? Sign up here.