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Orders

Orders and troubleshooting

Shipping

Delivery time, cost and more

Returns

Hassle-free return and refunds

Exchange

Smooth and worriless exchanges

Payment

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 are available for order. You need to place the order yourself, but if you need help you can contact our Customer Care. You can also purchase our products in store and through other retailers who carry our collections. If you’d like to find a store near you, you can find all addresses and contact information in our Store Finder.

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 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.

Our carriers collect shipments from our warehouse by 16:00 CET Monday to Friday, so the track and trace number should be active from that time. Please note that this might vary during campaign or sale periods.

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.

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.

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. If the item is unworn, still covered by the return and exchange period, and is in stock, you have the option to return the item to us and repurchase the item at the sale price.

Can I use a voucher or giftcard from your stores online?

No, unfortunately it’s not possible to use vouchers or giftcards from our stores at samsoe.com

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 or use our "find in store"-function. Go to Store Finder to get the contact information on your local store.

You can also contact our Customer Care here.

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.

Can I buy a gift card online?

Unfortunately, it is only possible to purchase gift cards in store at the moment (please note this does not include concession stores). Click here to find your nearest store.

Free treats with orders.

We have a limited number of free treats, so the giveaway period will be as long as stocks last.

The free treat is yours to keep, even if you're returning the items you ordered. Enjoy!

Shipping

Delivery time, cost and more

Which countries does samsoe.com deliver to?

Yes, we deliver to the following countries: Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Schweiz, Slovakia, Spain, Sweden, United Kingdom.

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?

By selecting “Click & Collect” as your delivery option, you can pick up your order from the store of your choice, as long as all the item(s) you have ordered are in stock at that store. At the checkout, you will be able to see which stores are available to be picked up from. You can collect your order during the stores opening hours. Want same day pick-up? Just place your order 4 hours before your chosen store closes.

If you have placed your order and we discover the item(s) are not in stock at your chosen store, we will deliver the order to you, free of charge. 

You will receive an e-mail and SMS when your order is ready for pick-up.

How do I use the Click & Collect service?

When you’re choosing your shipping method at the checkout, select ‘Click & Collect’. 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 on e-mail and SMS when your order is ready to be picked up in the store.

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.

What countries is the Click & Collect service available in?
Currently we only have this service in Denmark, 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.

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.

Our carriers collect shipments from our warehouse by 16:00 CET Monday to Friday, so the track and trace number should be active from that time. Please note that this might vary during campaign or sale periods.

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.

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 for you to pick up

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.

Do you offer free shipping during sale periods?

We do not offer free delivery during our sale periods.

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.

Can I return a sale item?

We always offer a 30-days return period for our customers, including sale items.

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, you are welcome to contact our Customer Care, or 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 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) or get a voucher for a Samsøe Samsøe store. If you need a refund, you need to return the item(s) 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.

Can I return an item in a different country than where I bought it?

You can only return items bought in store in the country where you made your purchase.

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.

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.

I received a free treat in my order – do I need to send it back to you if I’m returning my order?

No, that free treat is yours to keep! We hope you enjoy it.

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, you are welcome to contact our Customer Care, or 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 or get a voucher in any Samsøe Samsøe store except for the following Danish store: Illum.

Go to Store Finder to get the contact information for 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

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.

My order and payment have been split - What does that mean?

Please note that if your order has been split into multiple shipments, the related payment will also be split and deducted from your account accordingly. If you have paid for shipping, the shipping cost will be spread percentage-wise over the various shipments and payments, so you will find that odd amounts will be deducted for payment and possibly refunded. If you have any questions about this, you are more than welcome to contact Customer Care here.

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.

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.

What is Klarna and how do I use it?

Klarna is a payment option that lets you shop now and pay later. At the checkout, you can select Klarna as your payment option, choose your payment plan with Klarna and place your order.

If you choose to pay with Klarna, you will receive an invoice by email after the order is dispatched. You then have 14 days to pay the invoice. If you don’t pay the invoice within 14 days, Klarna will send you a reminder by e-mail. If you don’t pay the invoice, an extra charge will be added to the invoice and you will receive a debt collection notice by post.

Who can pay using Klarna?

You need to be over 18 years-old to pay with Klarna. The following countries can pay with Klarna:
Denmark
Sweden
Norway
Finland
Germany
Belgium

My Klarna payment was refused – what should I do?

If you pay with Klarna at www.samsoe.com and the payment is refused, it’s Klarna who is rejecting the payment and you should contact Klarna’s customer service for further information.

Can I pay for my order using a gift card?

Unfortunately, you cannot redeem your gift card online at the moment, it can only be used to make purchases in store (please note this does not include concession stores). Click here to find your nearest store.

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?

You can find out about our upcoming Sample Sales by checking the Events page on our Facebook profile. Click here to visit the Events page. If you’re signed up to our newsletters, we will also send you a newsletter when there is a Sample Sale in a city near you. At our Sample Sales you will find samples and styles from past collections at great prices.

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 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.

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.