FAQ
MY ORDER
DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
No, you do not. You can shop without an account by clicking on the Checkout button on the top right corner. You will then be directed to your shopping cart where you will be asked to fill out the order form.
HOW DO I SET UP AN ACCOUNT?
Click the Sign in button on the top right corner and follow the instructions.
From your account you can:
- Request a return or an exchange directly from your account.
- Be notified when new stock arrives.
- Manage your account details, order history and e-mail preferences.
IS MY PERSONAL INFORMATION KEPT PRIVATE?
Please be assured that your personal information is kept private and confidential and at no point will be used by, rented to or sold to third parties.
To register at Junk de Luxe, you need to provide your name, mailing address and e-mail address. When placing your order online you will be required your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your credit card information. Please note that Junk de Luxe may use your contact details to inform you of the latest arrivals as well as style and lifestyle inspiration. If you would prefer not to receive these updates, you can unsubscribe in your email preferences. For further details read our Terms & conditions.
WHAT ARE COOKIES? SHOULD I BE WORRIED ABOUT THEM?
A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and are therefore nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items.
Registered customers who have cookies enabled will be automatically recognized when they visit Junk de Luxe. Your name will appear in a welcome message at the top left hand corner of the website. You will be able to access your account and then add or move items.
When you proceed to purchase your name will show in the e-mail address field. However, you will still be prompted to enter your password and review your shipping and payment details before completing your order. Please note that registered customers will be recognized for 14 days. After this time, users will be prompted to sign back in to their account.
I HAVE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO?
If you have forgotten your password, follow the 'Forgot Password' instructions on the 'Sign in' page. For security reasons we are unable to send your password via e-mail.
HOW WILL I KNOW JUNKDELUXE.COM HAS RECEIVED MY ORDER?
When you place an order, junkdeluxe.com will send you a confirmation e-mail to the e-mail address you have provided when registering with us. This e-mail contains your invoice with unique order number and details of the items you have purchased. Please keep this documentation safe in the unlikely event you encounter a problem. When your order has been placed an order confirmation e-mail is sent to you. Please contact customer service if you do not receive this e-mail through the Contact us link.
CAN I REMOVE ITEMS FROM MY SHOPPING BAG?
Yes. You can delete any unwanted items from your shopping bag as long as the order has not been processed yet.
CAN I CANCEL MY ORDER?
Yes. You can cancel your order from the order menu in your account.
CAN I ADD ITEMS TO AN EXISTING ORDER?
It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.
IS SHOPPING ONLINE WITH JUNKDELUXE.COM SECURE?
After you place your order, you will be sent an e-mail confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, you will receive an email from our customer care team and we will charge your credit card only for the value of the items in stock.
HOW WILL I KNOW YOU RECEIVED MY ORDER & WHEN WILL PAYMENT BE DEDUCTED?
After you place your order, you will be sent an e-mail confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, you will receive an e-mail from our customer care team and we will charge your credit card only for the value of the items in stock.
SHIPPING
HAS MY ORDER BEEN SHIPPED OUT YET?
When your order leaves our warehouse you will receive a tracking number via e-mail which you can use to track your order.
DO YOU DELIVER TO WORK ADRESSES? / WHERE CAN I RECEIVE MY ORDER?
Yes, we do and it’s cheaper. You can choose an alternate shipping address on checkout. Be aware that UPS does not deliver to P.O. Box addresses.
DO YOU SHIP TO MULTIPLE ADRESSES?
We are only able to ship your order to one location. During the check out process, you will be asked to select the shipping address for your order. We realize that your order may include gifts that require shipping to several different locations. To do this you will be required to place separate orders for each address you wish to ship to.
WHAT'S THE DELIVERY TIME FOR MY ORDER? / HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Delivery time to all EU countries is between 1-7 working days. UPS will deliver your order to the address you have provided as your shipping address. UPS operates from 08.00-18.00. If you are unable to receive the package at the time of delivery, a notice will be left stating that delivery has been attempted. Thereafter, a second and, if necessary, a third attempt to deliver the package will be made at no additional charge. UPS will either contact you by phone or leave a note with a phone number so that you can request a new delivery time. If UPS is unable to deliver the package after the third delivery attempt, your order will be shipped back to junkdeluxe.com, in which case junkdeluxe.com is not accountable for any additional costs. Please note that your shipping address does not have to be the same as your home address. We do not accept deliveries to P.O. Boxes.
WHAT IS THE RESIDENTIAL DELIVERY PROCESS?
If you have chosen delivery at home, we will send you an e-mail confirming that your items have been dispatched once your order leaves the warehouse. You will receive another e-mail containing a link to the carrier’s web page with the tracking number of your order. In addition, the carrier will send you a text message or an e-mail to inform you of your delivery.
HOW DO I SHIP TO ANOTHER COUNTRY? / WHAT COUNTRIES DOES JUNK DE LUXE SHIP TO?
We currently deliver to the following countries:
Albania, Austria, Belgium, Bosnia-Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Great Britain, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland.
Please note that we add new destinations regularly. For any further queries please contact customer service Contact us.
CAN I TRACK MY ORDER?
Once your order has been shipped, you will receive an e-mail confirmation of your shipping details and a tracking number in an e-mail from UPS.
WHICH CARRIER WILL YOU USE TO SEND MY ORDER?
We use UPS. Please note that a signature will be required for the receipt of all orders.
IS MY PACKAGE INSURED?
All items are insured against theft and accidental damage whilst in transit from Junk de Luxe to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.
RETURNS & EXCHANGES
WHAT IS THE RETURNS POLICY AT JUNKDELUXE.COM?
Items should be returned new, unused and with all garment tags still attached. We will not accept merchandise which is not returned in the above specified conditions. Furthermore, to ensure that your return is adequately protected in transit, we recommend that you send your items back to us in the original packaging provided.
CAN I EXCHANGE MY PRODUCTS?
The items you purchase at junkdeluxe.com can be exchanged for another size or color as long as they are in perfect condition and we have stock. You may exchange items for a different size/colour by returning them to Junk de Luxe and requesting replacements. You must then cover all the shipping costs for the replacement delivery. Please read our Delivery & return section for further information on returns and exchanges.
HOW LONG DO I HAVE TO MAKE AN EXCHANGE/RETURN?
Exchanges must be made within 14 days of items receipt.
HOW LONG DO I HAVE TO RETURN AN ITEM?
According to Danish law, you have the right to return or exchange goods within 14 days of their receipt. You may exchange items for a different size by returning them to Junk de Luxe and requesting replacements. You must then cover all the shipping costs for the replacement delivery. In order to approve a refund or an exchange the garment must be returned to us with a valid/original invoice and in the same condition as it has been received. Returns or exchanges are not accepted for items that have been worn, washed or if the label has been removed. Refunds on a returned item will be issued within two weeks upon receiving of the garment in Denmark at Junk de Luxe.
HOW AND WHEN WILL I RECEIVE MY REFUND?
Once the return has been approved, you will receive a confirmation e-mail, indicating that the refund will be issued to your account within a few days. Remember that it may take up to two billing cycles for refund payments made to your credit card to show on your balance statement depending on your bank.
HOW DO I RETURN A PRODUCT I'VE ORDERED ONLINE? / HOW DO I RETURN AN ITEM?
Use the attached return form to send your item back to the following address:
Junk de Luxe
Sverigesgade 3, 1.
8000 Aarhus C
DK - Denmark
Att. webshop
Please remember to use the Return form.
Items must be in perfect condition and with their corresponding receipt. Underwear items cannot be returned nor exchanged.
We accept returns of unused products within 14 days of their receipt provided the return policy conditions specified above are met. Instructions are provided in the Delivery & return section.
CAN I RETURN A PRODUCT I RECEIVED AS A GIFT?
All refunds are processed on receipt of your return and will be credited to the original form of payment within 14 days of receipt. Please return the goods to us within 14 days of the date they were delivered to you and ensure the return conditions are met. Returns will be refunded to the original purchaser via the original method of payment. For any further queries please contact customer service.
WHAT SHOULD I DO IF I RECEIVE A FAULTY ITEM?
Junk de Luxe only sells items in perfect condition. In the rare event of receiving a faulty item, please contact our customer service.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT ITEM?
If you have accidentally received an item that you have not ordered, please contact our customer service.
WHAT SHOULD I DO IF THE REFUND AMOUNT IS INCORRECT?
Contact our customer service, and we will solve the problem as quickly as possible.
NEWSLETTER
HOW CAN I SUBSCRIBE FOR THE NEWSLETTER?
When you register an account with us you can chose to receive our monthly newsletter. To do so, please ensure that you select the "Please send news and information to my e-mail address" box option.
Alternatively, please click here to go to the subscription page at our main website.
HOW CAN I UNSUBSCRIBE THE NEWSLETTER?
To be removed from our mailing list, please click here.
PAYMENT, TAXES AND DUTIES
WHAT PAYMENT METHOD CAN I USE TO MAKE MY PURCHASE?
Junkdeluxe.com accepts payments by the following credit cards: Jcb, V-pay, Visa, Visa/dankort, Visa electron, Maestro, Euro card, MasterCard and American Express.
Delivery time is normally between 1-7 working days depending on when your order is processed and what country you want your order to be shipped to.
Our carrier is UPS and they will deliver to the address you provide as shipping address when placing your order. This could be either residential or work address.
Free delivery for orders over EUR 100,- Not on reduced items.
All other orders for less than EUR 100,- delivery costs are EUR 10,-
IS IT SAFE TO USE MY CREDIT CARD ON THE JUNKDELUXE.COM?
Yes, the data transmitted is SSL-encrypted. For payments with Visa and MasterCard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.
WHY MIGHT MY CREDIT CARD BE REFUSED?
Your credit card may be refused for any of the following reasons:
- You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.
- The card may have expired. Check that your card is still valid.
- You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
Please write to customer service for further inquiries.
CAN I INCLUDE MY COMPANY'S DETAILS ON MY INVOICE?
Yes. You can ad another delivery address
CUSTOMER SERVICE
HOW DO I CONTACT JUNK DE LUXE CUSTOMER SERVICE?
Please visit our Contact us page for full contact details.
HOW DO I MAINTAIN MY JUNK DE LUXE PRODUCTS?
Please contact customer service for further advice or check the wash label.
