Customer service
MY ORDER:
Can I buy the clothes physically from you?
- Yes, you can. You will find our physical store in the heart of Svendborg - Gåsestræde 7, we look forward to seeing you.
Can I add more to my order?
- Unfortunately, we cannot add products to your order that you have already approved and therefore have gone through. The reason for this is that your payment is secured through NETS. Therefore, we can never charge more than what you have approved. However, you can hurry up and place another order and send us an email ( lager@prinsesse2ben.dk ) or give us a call (+45 62 20 83 88). Then we will of course do everything we can to send your orders together.
Items from my cart have disappeared?
- The item is only yours once you have completed your order. Even if you have an item in your cart, it is not finally reserved for you. This may be because the item has been sold out in the meantime due to popularity and many visitors.
Has my order gone through?
- Haven't you received your order confirmation? Or are you getting a message that an error has occurred? Simply write us an email ( lager@prinsesse2ben.dk ) and we will quickly check for you whether your order has gone through.
I haven't received my order?
- There may be several reasons why you have not yet received your order. Once you have placed your order, you should receive an order confirmation shortly after and once we have packed your order and your package has been picked up, you will receive a delivery confirmation. You will then receive another email with the track&trace number for your package, which you can track on the shipping company's website.
In addition, check the 4 points below:
1. Check your order confirmation to see if you have provided the correct name and address.
2. If you have not received an order confirmation, it could be because you have provided an incorrect email address?
3. If you have shopped during SALE or BLACK FRDAY, unfortunately you can expect a slightly longer delivery time.
4. If the above points are not the problem, please send us an email ( lager@prinsesse2ben.dk ). We send ALL packages insured with GLS, and we can therefore search for your package and see how far it is.
Can I cancel my order?
- Yes you can. You just have to send us an email ( lager@prinsesse2ben.dk ) with the subject: "CANCELLATION" - and we will cancel it. If we have already shipped your package before we receive your email, you are of course welcome to return it to us.
Remember that you can always use our enclosed GLS return label for only 49,- DKK.
The item is sold out:
- If the item you are interested in is out of stock, you can always send us an email ( lager@prinsesse2ben.dk ), and we will be happy to investigate whether we can order the item to your home.
My order is a gift:
- No problem, we will happily gift wrap your order, just make a note of it before checking out.
RETURN:
Do I have to pay for returning goods myself?
- Yes, you pay the return postage to us yourself. As soon as you use our enclosed GLS return label, you will be charged 49,- DKK. You can read more about our returns right HERE!
Can I get a refund for my goods?
- Yes, you will always be able to get your money back for your returned goods if you send it back within 14 days and the goods are in the same condition as when you received them. Once we have received your goods, we have a processing time of 1-2 business days for returned goods. We will send the money back as quickly as possible. It may take up to a few days before you can see this in your account. Remember that you are always welcome to contact us if you have any questions or if there is anything you are in doubt about ( lager@prinsesse2ben.dk ).
Can I drop off my return package myself?
- You are always welcome to drop off your return package at our physical store in Svendborg (Gåsestræde 7). You can drop off your package on weekdays between the hours of 10:00-16:00. NOTE: Please note that we cannot pay out the money immediately when you come and drop off your return package, as it must be handled in our webshop system.
Can I exchange it for a different size or model?
- You can always exchange your item for a different size or a completely different product, you just have to place a new order on the webshop. This way you ensure that the item you want to exchange for does not have time to be sold out and that it will be delivered quickly. You can easily return the items you do not want to keep to us using the enclosed return label.
My return label has disappeared?
- Should the enclosed GLS return label have unexpectedly been lost, simply contact us and we will resend it via email.
Can I buy a return label myself?
- Yes, you can, you just have to follow the link to shipmondo.dk and purchase your return label through this site.
DELIVERY & SHIPPING:
Can I get free shipping?
- You automatically get free shipping with GLS when you order for over 499,- dkk
Can I buy the clothes physically from you?
- Yes, you can. You will find our physical store in the heart of Svendborg - Gåsestræde 7, we look forward to seeing you.
COMPLAINTS & ERRORS:
I am missing an item in my order or I have received the wrong item/size:
- We are very sorry. Please contact us as soon as possible at ( lager@prinsesse2ben.dk ), and we will quickly have your real item reshipped if it is still in stock and has not been sold. Otherwise, we will of course refund the amount for the missing item immediately.
I have received an item with a defect:
- Should you unexpectedly receive one or more items with defects, please contact us via email: lager@prinsesse2ben.dk , with a short description of the complaint and pictures of the defect. Based on this email, we will, together with our negotiator, assess whether we need to have the complaint in a physical sense, so that we can find a solution as soon as possible.
NEWSLETTER:
Can I get a discount code?
- Yes, by signing up for our newsletter, you will receive a discount code that gives 10% on your first purchase (for purchases over 499,- dkk). In addition, you will also become part of Team 2ben's VIP list. We send out newsletters with pre-access to SALES, DISCOUNTS, special offers, trends and news.
I would like to unsubscribe from the newsletter:
-You can unsubscribe from our newsletter at any time. At the bottom of all our newsletters you will find a link where you can unsubscribe from our newsletter.
DELIVERY ABROAD:
Do you deliver abroad?
- Yes, we deliver to the entire EU and Norway! If you live outside the EU and want to order something from our webshop, simply contact us via email and together we can find the best delivery solution.
CREDIT:
Buy clothes on installments:
- You have the option to shop at www.prinsesse2ben.dk in installments. You can use either ANYDAY or VIABILL.
DID YOU NOT FIND THE ANSWER TO YOUR QUESTION?
We are continuously updating this page with practical information, but if you still have one or more questions, simply contact us via email or phone and we will help you as best as possible.
