RETURN

 

Information on returns & complaints

 

How much does it cost to return goods?

We offer free returns for all online purchases if you use our return label. The initial freight cost will not be reimbursed.

How do I return a product?

To return a product, you should register it digitally using the instructions contained in your order confirmation, or click HERE and enter your order number and the e-mail address that you used when placing your order.

You always have a 14-day right of return from the date you receive your goods. All products should be returned in the same condition, with accompanying delivery notes and packaging, as when you received your delivery. Please follow the instructions below:

1. Register your return digitally.

2. Place the goods you want to return into the shipping package and affix the accompanying return label.

When returning part of your order from the UK and the USA you will need a proforma/commercial invoice. Please use the proforma/commercial invoice you have received with your order and cross out the items that you keep. This document must be placed in the plastic envelope and attached outside the package. Please note: not needed if you return the entire order.

For returns made with DHL from the UK we are using paperless trade. This means the proforma is included in your DHL return label.

3. Drop your package off at the return point for the courier who delivered your parcel. Remember to keep your receipt/package number until we have processed your return. DHL: DHL’s Express collection points, or arrange a pickup at DHL’s webpage (for UK customers DHL is the only available option). UPS: UPS drop-off points

4. You’re now done! We will process your return as soon as we receive your return package. You will receive a notification from us once we have processed your return.

 

Do I need Customs documents when I make return from UK and USA?

Should you require to return an item, you will need a commercial invoice for the package to be handled by UPS/DHL. This is handled differently depending on which country and shipping partner you choose.

Returns with UPS from the UK and USA:
Please use the proforma/commercial invoice you have received with your order and cross out the items that you keep. This document must be placed in the plastic envelope and attached outside the package.

Returns with DHL from the UK:
If you are returning only a part of your order you will have to request a proforma invoice for customs. Please contact support@didriksons.com and let us know you are returning part of your order and we will send you a proforma invoice and further instructions. If you are returning all items in your order you will not need a proforma invoice as it is electronical and included in your DHL return label.

Returns with DHL from the USA:
Please use the proforma/commercial invoice you have received with your order and cross out the items that you keep. This document must be placed in the plastic envelope and attached outside the package.

 

How do I schedule a pick-up by DHL Express when returning an item?

Please follow the instructions here and keep your DHL waybill number near at hand, you will need this to schedule your pickup. You find your waybill number at the pre-paid return label.

 

Have you received my return?

Once your return package arrives at our warehouse, we will process it within 7-14 working days and notify you by e-mail once the return has been registered. If you think your return has not reached us, you can contact our customer service team, who can track packages and check current status. For faster processing, please register your return digitally here.

 

What do I do with my invoice after I’ve returned a product?

If you’ve paid by invoice, register your return at Klarna. Your invoice will then be on hold and this will minimize the risk of your invoice falling due for payment. You will receive an e-mail from Klarna once we have processed your return.

 

I have lost the return label. How can I send a return?

If you're missing a return label please contact our customer service team so we can send you a printable PDF copy.

 

How long will it take until you process my return?

We always process returns as soon as we can, but it can take up to 14 working days from the day we receive your return. If you have any other questions regarding your return, please contact our customer service team.

 

How many days do I have to return a product that was purchased online?

You can return a product up to 14 days after receiving your order.

 

When will I get my money back if I’ve already paid my invoice?

As soon as your return has been registered, Klarna will commence the refund process. Klarna will send you an e-mail with a refund form to complete. After that, you will receive your refund within 7 banking days.

 

I have a complaint. What should I do and which guarantees apply?

First of all, we’d like to apologise! We are constantly working to ensure that our products are of a high quality, but unfortunately issues do sometimes arise.

 

Did you purchase the product from one of our retailers?

If you have a complaint regarding a product purchased from one of our retailers, please take the matter up directly with the store concerned. Under the Consumer Sales Act, a complaint must be taken up with the store where you purchased the product. The store will look at and consider your complaint and will contact us if anything is unclear.

 

Did you purchase the product from our online store?

If you have a complaint regarding a product purchased online at didriksons.com, then please contact our support team. In order for us to deal with your complaint in the best possible way, please provide us with your order number and photos of the product’s overall condition, the damage or the manufacturing defect. Please also explain what has happened and what you think is wrong. We will then contact you as soon as we can by e-mail or telephone.

 

EXCHANGES

Want to exchange for a different product or size?

If you wish to exchange your item to another size or color, we ask you to please return it to us and order a new item on the website.
When we have processed your return, we will refund the amount for the returned goods.

Questions?

If you haven’t found the answer to your question in the FAQ or the website, please send an email to support@didriksons.com.

Opening hours for customer service:

Monday-Friday: 09:00-11:30 and 13:00-16:00 CET

Saturday-Sunday: Closed

Day before public holiday: 09:00-11:30 CET

Public holiday: Closed

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