Return & Exchange
SIMPLE RETURNS
Need to return something to us? No problem, we’ve made sure the process will be hassle-free. From the date that you receive your order, you have 30 days to make a return. You can make a return in one of our stores or by sending it back to our warehouse. Please note that returns can only be made in our own SAMSØE SAMSØE stores and notand not at our retailers. While it is free for all customers to make a return directly in our stores, a return fee of 5,95 EUR will be charged when returning online orders to our warehouse. The return fee will automatically be deducted from your refund.
If you decide to return something, please ensure it’s in perfect condition. This means it must be clean (no deodorant, perfume or make-up stains), unused, unwashed and with the original tags attached. Please return shoes in their original box. Any items that are returned in a non-sellable condition will not be accepted and will be sent back to you. This excludes faulty items.
MAKE A RETURN TO OUR WAREHOUSE
Please note that we no longer include a prepaid return label in your parcel. Instead, we have made it easy to return your order with DHL by downloading a return label. Follow these simple steps to return your order:
1. Pack all items you wish to return securely - our packaging is reusable.
2. Please fill out the return form you have received with your order and include it in the parcel.
3. Download your return label HERE by filling in your details. You will shortly after receive your return label by email for print.
4. Print your return label and attach securely to the parcel. Make sure to cover the old label if the packaging is reused.
5. Drop off the parcel at your nearest DHL parcel shop.
Remember to ask for the receipt as this will be your proof of submitting your return. We recommend asking the parcel shop to have the receipt sent to your email or by SMS for you to track your return parcel back to us.
Your part is done! We will contact you once your parcel has been received and again once your refund has been made.
If you have made multiple orders and want to return items from them in one parcel; that is completely fine. Pack the items up into one box, but make sure to include the completed return forms from the different orders. If you have lost your return form please contact us at customercare@samsoe.com and we will send you a new one.
RETURN IN STORE
You are welcome to return your online order in one of our many stores. Please note that items purchased in store can only be returned in our own stores. Follow these easy steps to return your order in store:
1. Find your nearest store, please click here. Please note that returns cannot be made in our concession stores (e.g. in Illum.)
2. Once you’re in one of our stores, please present your order confirmation and the items you wish to return.
If you don’t have your order confirmation, please contact our Customer Care team here.
EXCHANGE
You can always exchange your item(s) in one of our stores. Use our Store finder to find your nearest store and remember to bring your order confirmation. Note that exchanges cannot be made in our concession stores (e.g. in Illum).
If you want to exchange your item(s) by sending it back to us, please return the item(s) and place a new order.
To make a return to our warehouse, follow the return guide above.
DAMAGED ITEMS
Please be aware that you need to claim the item where it’s purchased.
If you receive a damaged item in your online order, please contact us immediately by writing to us at customercare@samsoe.com. If an item you’ve bought at samsoe.com has a manufacture defect within two years of purchase, please contact us at customercare@samsoe.com.
We want to make your shopping experience as easy as possible, so we offer a flexible returns policy. We monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your account on samsoe.com, or of future orders being refused.
