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How do I place an order, when will I receive my package and can I get a refund in case the items don’t fit me? We have collected a number of Q&As that will answer all the questions you may have when shopping at Triercopenhagen.com How do I shop at Triercopenhagen.com? Shopping at Triercopenhagen.com is easy! If you already know what you are looking for simply use the search option at the top of the page. Another way to find the item is by using the categories in the black navigation bar located at the top of each page – e.g., ‘clothes’, ‘jewelry’, ‘bags’ or ‘accessories’. From here you can continue your search in the sub categories either by clicking the links that will appear below the black navigation bar when pointing your mouse to a category or simply by clicking a category and then using our layered navigation in the left hand side of the screen. Here you can choose between designer(s), size(s) and color(s). A final option is to limit your search to a specific designer (this category is found in the black navigation bar too) and view all items from the designer you wish you learn more about. Once you have found what you are looking for, please select color and size, click on the ’Add to shopping kit’ tab, which can be found on every product page and go to your shopping kit, which is located in the top right corner of the screen. In case you change your mind and decide you no longer wish to purchase a specific item in your shopping kit, simply click the trashcan icon or the ‘delete’ tab. If you are ready to process your order, please click the ‘check-out’ tab – and you will be guided through the process from here. Do you ship abroad? Definitely! During check-out you will be able to select your country of residence. Here you will also see the delivery cost for shipping to your location. All shipments abroad will be handled by UPS. Deliveries within Europe are estimated to take 2-3 working days where as shipments outside Europe are estimated to take 3-5 working days.
I live abroad. What about Customs fees and VAT? If you live in Europe and place an order in another EU-country, you do not have to pay customs fees and additional local VAT (Danish VAT is already included in our prices) as per the European free movement of goods bill. If you live outside the EU, you will not have to pay for Danish VAT (25%). However, you order may be withheld in customs and you may be charged for local tax, VAT and customs fees which Triercopenhagen.com cannot be held responsible for. Please note that your delivery may be quite delayed if withheld by your local customs authorities. If your order has been withheld you should contact the shipping company immediately for an update. How soon will I receive my order? Soon! We work by the rule: order today, wear tomorrow. Please rest assured that we do all we can to make sure you receive your order as soon as possible and already tomorrow if you place your order before 14:00 and live in Denmark. At Triercopenhagen.com we ship off all orders using GLS or Post Danmark if you live in Denmark and by FEDEX if you live abroad. Naturally, you will receive a tracking number so you can follow your order online. In case of delays from Post Danmark/GLS/FEDEX’s side (which is known to happen from time to time, especially in peak seasons) Triercopenhagen.com cannot be held responsible. In case of major delays (10 days or more) or lost deliveries we will resend you order if in stock – at no extra charge, of course. Orders to small island may take up to five days to reach you. Orders to most EU countries and countries outside the EU will be sent by FEDEX where the delivery time can be up to three days, but often shorter. Can I receive my order today? Yes you can. If you are a member of Trier Member Club and live in central Copenhagen, Denmark, you can choose to pay an additional EUR 20 when placing your order and receive it the same day. However, please note that orders need to be placed before 13:00 – you will then receive your order within a few hours. Non-members can also make use of this service, but at the cost of EUR 27. Can I get a refund? You most certainly can! All orders are covered under the Danish Sales of Goods Act’s online return policy. Therefore, you have 14 days to return an item from the day you receive your order. If you wish to return an item, it is recommended to fill in the return slip you will find with your order and send this along with the items you wish to return. Also, the return slip can be filled in and printed here: Items must be returned unused and in same condition as when received – with intact return labels attached to the product. Please note that items missing the return label will not be reimbursed – we make no exceptions from this rule. Once we have received the items and approved the return we will, as soon as possible and within 14 days, reimburse the amount to your credit card. We can only transfer the amount to the credit card used to place the order. The reason behind this is to avoid illegal use of stolen credit cards. Can I exchange a gift? If you have received a gift bought online at Triercopenhagen.com and wish to return it you can do so within eight days – either by exchanging it to another item at the same cost or by exchanging it to a gift certificate which can be used at your convenience and is valid for one year. However, in order to exchange a gift it is important at you have the original receipt as well as the return slip. The return slip may also be filled in and printed here: If you would like to exchange your gift to a more expensive item you can do so by covering the difference as well as the shipping cost, and we will send this item to you instead. If you wish to return the gift, please fill in the return slip and send this along with the items you wish to return. Items must be returned unused and in same condition as when received – with intact return labels attached to the product. Please note that items missing the return label will not be exchanged – we make no exceptions from this rule. Once we have received the items and approved the return we will contact you directly or you can mail our highly skilled customer service at customerservice@triercopenhagen.com – and we will figure out together if you wish to receive a gift certificate, a credit note or exchange the gift. Do you have a customer service department? Yes we do – and we aim to provide the best customer service imaginable. You are always welcome to contact our knowledgeable, kind and highly skilled customer service team at mail customerservice@triercopenhagen.com if you have questions, praise, critique or inquiries. We aim to answer your e-mail on the same day – and probably faster. How do I change the currency? If you are located in Demark you will by default see all prices in Danish Kroner. From Sweden and Norway you will see our prices in either Swedish or Norwegian Kroner – and if you are from England you will see the prices in GBP. If you live in USA you will see the prices in USD while the rest of Europe will see the prices in Euros. If you are located in another country but would like to see the prices in DKK you can quickly change the currency setting in the top right corner. Which credit cards do you accept? At Triercopenhagen.com you can use all major credit cards – such as EURO/Mastercard, American Express, JPC, Maestro and VISA Electron. The amount will not be charged until the order has been shipped from our stock. All prices shown in DKK at Triercopenhagen.com are including 25% Danish VAT. For shipments outside EU-countries, please see the section on Customs and TAX for further information. Is it safe to shop at Triercopenhagen.com? It most certainly is. All communication between our payment system and the card holder is handled through an encrypted SSL connection (Secure Socket Layer). This encryption ensures that third parties cannot intercept or copy the information you fill in. The transmission itself is approved by PBS and ensures the highest level of security available on online transactions. When you are in a safe zone a small ‘secure server’ icon will show in your browser window. When using Internet Explorer or Firefox this icon is illustrated by a padlock. In other words, your transaction is in safe hands and only PBS has access to your data. Thus, not even Triercopenhagen.com has access to your credit card information. Five good reasons why I should shop at Triercopenhagen.com? We can come up with a lot more than five reasons why you should shop at Triercopenhagen.com – but as brevity apparently is a virtue, here are five top reasons to shop in a safe, fun and fashionably way at Triercopenhagen.com:
All items are covered by the Danish Sales of Goods Act’s two years return policy. The return policy means that you as a customer can make a complaint about faults and deficiencies in a product within two year after the purchase. However, according to the Consumer’s Council a number of goods are considered to have a durability or lifetime shorter than two years and this applies for most apparel items. In addition, a number of circumstances are to be taken into consideration when making use of the return policy. Therefore, the return policy does not apply when faults are a result of wrong use, lack of maintenance or regular wear. Please keep this in mind when you make a complaint. Please contact our customer service at customerservice@triercopenhagen.com in case you wish you make a complaint about a faulty item. We do not cover shipping costs in regards to faulty goods. Do you put items on sale? We definitely do. In general we start our sale at the same time as other major stores, but approximately one week prior to the sale you will be able to read about the details here on our web site. Our items are always reduced by 25-60%. However, don’t expect your favorites to be available during the sale – they sell out quickly. How do I become a member of Trier Member Club? Joining Trier Member Club is very easy. You can either click the menu ‘Member Club’ on the black navigation bar at the top of the page and enroll directly or join during the check-out process. You will be guided through the entire process and within five minutes you are a member! What is in it for me if I become a member? There are a lot of great benefits by becoming a member of Trier Member Club: Being a member of Trier Member Club is absolutely free! We collect happy customers and this is the rationale behind our Member Club where you are our point of focus – and where you are offered extra services, offers and functionalities free of charge. How do I earn loyalty points? First of all you earn loyalty points by placing an order. In addition, when you join Trier Member Club for the first time you will receive a complementary 500 points. NOTE: Your complementary 500 points for signing up may NOT be forwarded. How much are my points worth? A lot! Because suddenly you will have collected enough points to pay for a new blouse – for free. You earn points accumulative to a 5% discount on each order. You can either collect these points, reward them to somebody else or you can use all or part of your points on your next order and thus collect a discount. Will my points expire at one point in time? Yes, they expire after two years. Can I save my Loyalty Points? You are more than welcome to save your loyalty points – in fact, this is one of the things that make the system fun. You can either spend your loyalty points on your next order and convert these into a discount or you can collect loyalty points in your member profile and use them later. Can I reward my loyalty points to somebody else? You definitely may! Loyalty points can be rewarded to your friend, your mother, your spouse – or anybody else for that matter. However, please note that they must be members of Trier Member Club in order to use your points. Also NOTE that your complementary 500 points for signing up may NOT be forwarded. Can I convert my loyalty points to cash? Sorry, but loyalty points cannot be exchanged into cash. What will happen to my loyalty points if I return an item? If you return an item the loyalty points (equivalent to the number of loyalty points earned on the returned item) will automatically be deducted from your account. How do I find my size? You can find inspiration in our Size Guide. How do I care for my new clothes? Please follow our Care Instructions. *** To the top |
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