FAQ

Please check your e-mail spam filter first. In case you don't find your order confirmation here, there is a risk that your order hasn't been properly registered. Please contact us to confirm that your order has been accepted. Your payment will not be charged until we dispatch your order.

Unfortunately, we are unable to amend or cancel orders or delivery details, as our orders are processed automatically. However, we can try to cancel your order if it hasn’t been shipped. In case you regret the content of your order, you have two options:

1. You can refuse to accept the package and it will be returned to warehouse for a return fee of 20 DKK. If you choose this method the return fee will be automatically deducted from the refund amount.
2. You can accept delivery and use the enclosed returns label to return the package to us. We recommend the second option as the process is faster. If you choose to use the enclosed return label, a return fee of 20 DKK will be automatically deducted from the refund amount.

If there is a mistake in the delivery details, Postnord will often return the parcel to us.

If you haven't received your parcel within 3 working days after placing your order, it may be due to delays with the courier, or our warehouse being unusually busy. Please contact us so we can ensure you receive your parcel as quickly as possible.

Please note: Longer delivery times during certain campaigns, such as sales and Black Friday, may occur.

We deliver in 1-3 business days with Postnord after you have placed your order with us.

During holiday or promotional periods (such as Black Friday and Cyber Monday) delivery times can be impacted resulting in delayed shipments. This is due to significant increases in order volume. When your order leaves our warehouse, we will send you an e-mail.

Yes, once your order has been dispatched, you will receive an e-mail from us containing your invoice and tracking number.

HOW MUCH TIME DO I HAVE FOR RETURNS? 

You have a 14-day right to cancel when you shop on the Website. Are you a member of clubhummel you have a full 100-day right to cancel your order. This right to cancel starts from the date on which you receive the item(s). If this deadline falls on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year's Eve, the deadline will be extended to the following working day. 

Please note that any items or gift returns will be refunded to the same payment method used when placing the order.

 

1. Use your returns label
Please use the return label enclosed in the parcel. If it's missing, please contact our customer service. Please note that returning an item will incur a return fee of 20 DKK. If you choose to use the enclosed return label, the return fee will be automatically deducted from the refund amount.

2. Get your parcel ready for returning
Carefully pack your items and attach the return label to the parcel. Make sure this is clearly visible, and that neither the address nor the barcode are covered.

PLEASE NOTE: If you have to return items from more that one order, these should be sent separately as refunds cannot be processed together.

3. Returning your item
Drop of the package at your nearest post office and send it to the address provided on the printed label. It is important to remember to get a receipt as proof of postage. We unfortunately cannot refund or replace a lost parcel without the proof of postage. ​

Once your return has been registered in our warehouse, we will process your return and refund your money as quickly as possible. Please note that it can take up to 14 days from the time we receive your package until your money is refunded to your account.

The refunded amount will always be transferred to the same payment card used for the purchase. You will receive an email as soon as your return has been processed. How long it takes for your account to be credited depends on your bank and what payment method you used when ordering. Note that refunds to Mastercard credit card take longer, often up to current month + the next month until your refund is visible on your bank statement. 

Unfortunately, it is not possible to place an order on an item with a reduced price if the offer has expired. Instead, we recommend that your order the item in both sizes if you're unsure about which one fits you the best and wants to make use of the discount. Afterward, you can always make use of your return rights.
 

You or the receiver of the present are always welcome to return the product. Please save your e-mail with the invoice for reference. Please note that we can only refund to the payment solution applied at the order placement.

You can read more about how to return in our return policy.

Unfortunately, we are not able to offer an exchange service. Instead, your order will be refunded and you can place a new order. 

Items purchased at sale or with a discount code can only be re-ordered with the same offer if the offer prices are still valid.

We have a very strict quality control and we ensure that our products are tested regularly. However, should you need to file a complaint regarding a product purchased on hummel.dk, you can read more about how to make a claim in our return policy.

Please note that we are not able to handle claims on products purchased at another retailer. 

If you have a discount code, you can redeem it by going to the shopping cart in the upper right corner. In the right side under the box with images of payment solutions, you will find the field PROMOTION CODE. Click on this, paste in your code and click ‘Apply’. Your discount is now activated.

Please try another browser - preferably Google Chrome, Safari or Mozilla Firefox. If this doesn't help, there might be a technical error and we would love to hear from you in order for us to solve the problem and help you complete your order.

Unfortunately, we can not refund the difference. Instead, we kindly ask you to return your order and place a new one. 

The discount code is to be entered at check-out before you complete your purchase. There will be a box where you can type in or paste in your discount code. Please be aware that it is case sensitive and there must be no spaces.

Please note that the discount codes are case sensitive and no spacing must be used. If you have received a discount code by e-mail, we recommend you to copy-paste this into the discount code field to avoid typing errors and similar. 

Moreover, there may be particular conditions and/or requirements set for your discount code. Check to see if the discount code can be used with the items that you have in your basket. The conditions will be set out in the e-mail you received containing the discount code.

If you are still experiencing problems, please feel free to contact our customer service. 

No, it is not possible to combine discount codes. You can only use one discount code per order.

No, unless specifically stated, discount codes cannot be used on reduced items.

It depends on which type of discount code you have used. If you have made a purchase using a percentage discount (e.g. 10%), you will get the purchase amount refunded to your payment card and we will not issue a new discount code.

If you have purchased using a fixed sum (e.g 20 GBP) as a discount, please contact customer services if wish to return one or more items from the order.

No, unfortunately, you cannot use a discount code if your purchase has already been completed. All the orders are handled as quickly as possible after completion and for this reason it is not possible to use a discount code on an order that has already been completed.

Unfortunately, we are not able to offer gift certificates for use in the hummel online shop. But if you are looking for a present, remember that the recipient is welcome to return it. Just keep the return label and the confirmation of shipment as these will be required for return.

Have a question or looking for additional information? Please do not hesitate to get in touch using the contact form, via email: onlinesupport@hummel.dk or by phone: +45 88 70 49 50