Frequently Asked Questions
Where is my order?
We aim to deliver orders within 3-4 working days. Please note that this means your order may appear as 'Order Processing' for 3 working days after your order is placed, especially at busier times of the year, such as Christmas.
Unfortunately, we cannot guarantee a specific delivery date.
Once your order is displayed as 'Shipped' please remember to allow 2 working days for your order to arrive. Again, at busier times of the year, such as Christmas, postal services can slow down, so we ask you to wait 7 working days after your order is 'Shipped' before contacting us.
For destinations outside Sweden and Denmark you will have to allow additional days for delivery. Please check our Delivery Charges page for information.
If you have followed the instructions above and still have not received your order, please contact Customer Service customerservice@shopdyrbergkern.com with your query and order number.
How do I return an item?
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a full refund on receipt, or exchange the item for a different size/colour if preferred.
Please note:
- If you require a different product (rather than a different size or colour of the same product) you will need to place a new order online and return the original item for a refund.
- Some products are non-returnable: please refer to our Returns Policy for more details. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
- In line with Swedish jurisdiction you have the right to return a product within 36 months of purchase from the date you received the product (terms & conditions apply).For more information, visit www.konsumentverket.se.
For more details, including the returns address, please refer to our Returns Policy. If in doubt please contact our Customer Service.
I have received the wrong item, what do I do?
If the item you received is not what you originally ordered, please contact our Customer Service team quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Will you be getting any more of a sold-out item?
Unfortunately some items will be out of stock or will be removed from the site altogether if discontinued. Please be advised that our Customer Care team cannot tell you when a product will be back in stock. Tip: we often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again.
How long will it take to refund me?
Before contacting us please take note of the timescales required to process a refund:
A refund will be given using the payment method at the point of purchase. If products were purchased with a credit or debit card, your card will be credited; and if you chose Pay on Invoice as Payment Method your account will be credited.
Upon receipt of your return, please allow up to 10-35 days for the credit to appear on your credit card statement. The refund time frame is largely dependent on your card acquirer or your bank.
My order is a gift for someone. Can I add a message to it?
Unfortunately this is not a service that we provide at this time. If you are ordering for delivery to an address other than the billing address, as is often the case with gifts, the invoice will be sent to the billing address - so if the order is a gift the recipient will not see how much was spent on the order.
What will happen if I'm not at home when you deliver my parcel?
The carrier will leave a card informing you that a delivery has been attempted. The card will contain instructions about how to obtain your parcel.
Can I track my order?
You can track your orders online. When your order has left the warehouse, an email will be sent to your email address containing a link which you can use to track your order.
Why have I received an invoice when I have returned my order (or part of my order)?
Most likely the invoice was sent to you before we received the return at our warehouse. Please contact our Customer Service at customerservice@shopdyrbergkern.com if you need further information.
Have you received my payment?
Please contact our customer service at customerservice@shopdyrbergkern.com if you want to know more about your payment.
How much have I got left to pay on my invoice?
The outstanding balance of your invoice is displayed on the invoice or alternatively, you can contact our customer service at customerservice@shopdyrbergkern.com.
Why have I received an invoice for 299 DKK/SEK or 30EUR/GBP?
This is our handling fee for parcels that have not been collected.
How do I change currency?
To change currency, simply select the country whose currency you would like to view from the site in the drop down box, which can be found at the top right of every page.
Is it safe to order online?
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 that someone else intercepts it. This technology includes the following features:
- Authentification - 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.
How do I get a ShopDyrbergKern customer account?
To obtain a ShopDyrbergKern customer account, please select Pay on Invoice as payment method at the check-out. When you receive the invoice you can choose to select part payment. By selecting part payment on your invoice, you will automatically be given a ShopDyrbergKern customer account.