FAQ

This page will help you find the answer to your question. The most common questions are highlighted immediately below. All other information about www.DAY.dk, the website, the products and your order can be found below.

1Most Common Questions

Can I change my order?
Can I cancel my order?
Has my order been shipped?
Part of my order is missing
How do I return an item?
I have recieved a faulty item
I received an incorrect item
Have you received my return?
When will I receive my refund?

If you can’t find the answer to your questions on these pages, please don't hesitate to contact us at: customerservice@day.dk or call us at +46 406 21 14 27 (international call rates to Sweden apply).

Help & Contact Subjects

My order
Delivery information
Payments
Voucher codes/Discounts
Returns
Newsletter
Question about a product
Technical problems
Contact DAY.dk

2My Order

Can I change my order?
Once your order has been confirmed, it's not possible for you to change it, as we will send your order immediately to the warehouse for fast delivery.

Can I cancel my order?
No, you can’t. We will process your order once we receive it for fast delivery. If you no longer wish to have the items, you’ll have to return them upon receival.

Has my order been shipped?
As soon as your order is dispatched from our warehouse, we'll email you to confirm that it’s on its way to you.

Can I track my order?
Depending on the carrier we send your order with, the dispatch email we send you may include a unique tracking number which you can use to track the progress of your parcel.

Part of my order is missing
If the delivery note says an item should be in your parcel but it isn't, please indicate this on the return form that you find in your package (return code 6 The products I ordered was not in my parcel) or please get in touch with Customer Service. Let us know the Order Number and the Item Number or Product Name of the item you wanted, and we'll look into it. We'll usually be able to send you the item we missed out, but in on the rare occasion that it isn't possible, we'll refund the money you paid for it.

A mistake has been made with my order
Every so often mistakes do happen, but we do our best to sort them out as smoothly as possible. If you have noticed that we have made a mistake with your order, please contact Customer Service and let us know.

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3Delivery Information

Do you deliver to my country?
We deliver to:

  • Austria
  • Belgium
  • Bulgaria
  • Crotia
  • Cyprus
  • Czech Republic
  • Denmark ***Please note we do not send to Greenland and Faroe Islands.
  • Estonia
  • Finland ***Please note we do not send to Åland.
  • France ***Please note we do not send to Corsica.
  • Germany
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain ***Please note we do not send to Canary Islands, Mallorca, and Ibiza.
  • Sweden
  • United Kingdom (excluding Isle of Man)

Delivery Time
Deliveries will be made within 2-6 working days from order placement.

Do I have to pay customs and import charges?
No. All customs and import charges are included in the price of the order. However if taxes and duty have been levied on top of your order please get in contact with Customer Service for assistance.

Can I shop Tax Free?
No. We do not offer Tax Free.

Do you deliver to PO Box addresses?
Unfortunately, we can't to ship to PO Box addresses for security reasons.

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4Payments

How do I pay for my order?

  • Visa Credit Worldwide
  • MasterCard Credit Worldwide
  • Visa Debit
  • Visa Electron
  • Visa Card Bleu
  • Maestro Domestic
  • Maestro International
  • Maestro / EC Karte (Only if card number is on card)
  • UK Switch / Maestro
  • EC Cash (Giro Card)
  • Ireland Laser
  • JCB
  • Dankort
  • PayPal

All credit and debit cardholders are subject to validation and authorisation by both the card issuer and us to maintain security and prevent fraud. We also take security very seriously indeed, so your details will be safe with us. *You can only pay with a credit card that is issued in the same country as your shipping address.

When will I be charged?
When you place your order your card will be authorised, and you will receive an email confirming that your order has been successful. Payment will be taken first when we dispatched your order and send it from our warehouse. If your card is not authorised, payment will not be taken, and you will get notified immediately on the screen that the payment was unsuccessful. Please remember that even if a payment is not authorised, some card issuers may still reserve the money, meaning you will not be able to access that amount of money for a short while.

Is it safe to order online?
We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times. We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features

  • Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
  • Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
  • Data Integrity - this checks the data being transferred to ensure it has not been altered.

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5Discounts/Vouchers

What are DAY.dk promotion codes?
Voucher codes or promotion codes are codes that can be used to obtain discounts. Discount and voucher codes are from time to time used as promotions. Make sure you receive the information about future promotions by signing up to our newsletter. Click here to sign up.

Please note: You can only use one voucher code at a time.

How do I use my code?

  1. Add the product(s) you wish to buy to the shopping cart and click on on the yellow 'Proceed to checkout' button.
  2. Enter your voucher code in the box indicated on the right side of the page. 
  3. Press 'Apply' to apply the discount to your order. The amount you saved will be displayed in red in your summary. Fill in the rest of the page and proceed to the Secure Payment page.

Note: If you wish to complete your order at a later time, you will have to enter your voucher code again at that time.
TIP:  Enter the code exactly as it is displayed -if you add a space between the characters it will not be recognized.

DON'T FORGET!  The voucher discount will NOT be applied to your order until you have pressed the 'Apply' button. If you enter the voucher code and do not see the discount in the 'Order summary' section, please give us a call and we will walk you through it.  We are unable to apply discounts after purchase if you forget to apply your voucher, so please make sure to press 'Apply' BEFORE you proceed with payment.

I forgot to use my promotion code
Unfortunately, if you didn't enter your discount code at the checkout, we can't apply it to that order or amend your payment later on.  If it is not applied at this point, we can't apply it to the same order later on, though you might be able to use it on a subsequent order.

How do promotion codes affect my right to return an order?
If a promotion code was applied to your original order, your refund amount will be adjusted to reflect this. Unfortunately, we can't re-issue a promotion code, even if your original order is returned to us.

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6Returns

How do I return an item?
We try to make sure everything we sell will make you happy, but if you ever do need to send anything back to us, you can find return instructions on the return note that will be put in your package, or check out our Returns Policy. When you return something, it is important that you save your return tracking number, as this proves that you sent it back to us if it gets lost in transit.
In case you want to return an item you bought at DAY.dk it is not possible to return the item to a physical store.

I have received a faulty item
We don't want our customers to receive items that are anything less than top quality, so if you think anything in your order is faulty, please return the items to us within 30 days of receiving your package. Should you contact customer service please let us know the following details: your order number, product code/product name and details of the faulty item(s).

I have received an incorrect item
If you have received an incorrect item, we sincerely apologise. Please return the items to us within 30 days of receiving your package. Should you contact customer service please let us know the following details: your order number, product code/product name and details of the faulty item(s).

Have you received my return?
It takes about 10 working days for us to receive and process your return.

When will I receive my refund?
We will process a refund within 3 days of receiving your parcel. Please allow 2-30 days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you're with. We will credit your refund to the same card you used when you placed your order. If we can't do this (i.e. if the card has been declined, cancelled or has expired), we'll send a cheque to your billing address.

You have refunded me the wrong amount.
If you think you have been refunded the wrong amount please contact Customer Service quoting your order number and the required refund amount. Please note: Delivery charges are non-refundable so you will be refunded the full value of the items returned less the delivery charges.

Why have you not refunded the delivery charge?
If you are returning items because you have changed your mind, this will be at your own cost, and we can't refund your postage.  If you use the prepaid return label included in your package 6€ will be deducted from your refund. However, if we sent you the wrong item or something faulty, just contact Customer Service and we'll help you to send it back free of charge.

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7Newsletter

How do I sign up for the DAY.dk newsletter?
You can sign up to the newsletter right here.

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8Questions about a product

Can you provide more information about a product?
We try to publish as much useful info as we can about all our products, to help you buy the things that will suit you best. The product page for every item includes description and images. If you have any other burning questions though, please contact customer service quoting the product name, and we'll do our best to answer your questions as soon as we can.

I have seen something advertised but cannot find it on the site.
Just type the name of the item or its code into the search box at the top of the homepage, and it will take you straight to the right page, unless the items is sold out or not available in the webshop.

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8Technical Problems

I am having trouble using the shopping bag.
Any item you add to your shopping bag will be reserved for you for two hours while you carry on shopping. After this time, items will be removed from your basket and other customers will be able to buy them. If items are disappearing from your shopping bag within two hours, this may be because you are using your internet browser's 'back' button, rather than selecting one of the 'Continue shopping in...' links on the shopping bag page.
If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your Internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.

Other Technical Problems
If you are having any other problems, we recommend you make sure you have the latest updates and patches for your operating system.
If you're still having problems using our site, please feel free to get in touch with Customer Service and we'll be happy to help. To help us look into your problem please try to include as many of the following details as possible: Your operating system (e.g. Windows Vista, Mac OS 9.0), internet browser (e.g. Internet Explorer 8, Firefox 3.5), what URL you were trying to access (e.g. http://www.DAY.dk/contact) and what time the problem occurred. Please cut and paste any error message that appeared on the screen into the email.

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9Contact DAY.dk

How do I contact you?
If your question will not be answered by one of the entries on this page please contact customer service and we will be happy to help you. We will get back to you as soon as we can and do our best to answer all queries within 12 working hours.

Please fill in the form in the Contact Us page to get in touch with customer service or in case you want to contact customer service by phone the number is +46 406 21 14 27 (international call rates to Sweden apply).

Opening hours for customer service is 08.00 to 19.00 (CET) Monday to Friday. We are closed on Swedish public holidays.

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