Customer service

Once your order has been shipped, you will receive an email confirmation with a tracking link. You can also enter your order number on our tracking page at any time.

Track your order

Processing time: 1–3 business days. International shipping: 9–13 business days. Total estimate: 12–14 business days. All orders are shipped directly from our international warehouse in China and handed over to PostNord for final delivery in Denmark.

During busy periods (sales, holidays), delivery may take up to 20 business days.

Processing and delivery take place Monday through Friday. Weekends and public holidays are not included.

Free shipping on all orders in Denmark.

You will receive an email with a tracking number when your order has been shipped. Tracking information may take up to 48 hours to become available after shipment.

If you do not receive a tracking number within 2 business days, or if the tracking has not been updated after a longer period, contact us at info@concept-odense.com or use the contact form below with your order number. We will investigate the matter with the carrier on your behalf.

First check with neighbors, household members, your mailbox, entrance area, garage, and other safe places where the carrier may have left the package. Couriers occasionally leave packages without leaving a notice.

If the package is still missing, use the contact form below with your order number. We will open a delivery investigation with the carrier, and most cases are resolved within 4 business days.

We deliver to Denmark, Sweden, Germany, the Netherlands, France, Italy, Spain, Poland, and Ireland. Orders are shipped directly from our international warehouse in China; when the package arrives in the destination country, it is handed over to the local postal service (PostNord, DHL, GLS, PostNL, Poste Italiane, Correos, Poczta Polska, An Post, and others) for final delivery to your doorstep or the nearest parcel shop.

Free shipping on all orders in Denmark.

All shipments include full tracking. Packages are shipped directly from our international warehouse in China; PostNord handles final delivery in Denmark.

Delivery times are stated in business days (Monday to Friday). Weekends and public holidays are not included. During busy periods (sales and holidays), delivery can take up to 20 business days.

Do you need to change the delivery address? Contact us as soon as possible — no later than 24 hours after placing the order via info@concept-odense.com or the contact form below. After this time, changes may not be possible because the order may already be being processed.

Orders from Concept Odense are always shipped directly from our international warehouse in China. VAT and any import duties are always the customer's responsibility and are charged in accordance with Danish law.

These costs are not included in the purchase price and must be paid upon delivery. The charges may vary depending on the order value.

Read our shipping policy for full details.

Changed your mind about your purchase? We understand. Since orders are processed quickly and incur non-refundable costs (payment processing, logistics, handling), please contact us within 24 hours of placing your order.

If your order has already been shipped, you can still return it through our standard return process.

You have 30 days from receipt to request a return (clothing only). Items must be:

• Unused, unwashed, and undamaged
• In original condition with tags and packaging intact
• Hygiene products (underwear, accessories) only if unopened

Always contact us first. Email info@concept-odense.com or use the contact form below with:

• Your order number
• At least one clear image of the item
• (Optional) Reason for return

We can often resolve the situation directly without a return. Return shipments without prior contact are not accepted. Always keep your shipping receipt and tracking number.

Used, damaged, or unsalable items are not accepted. If a return does not meet the conditions, we reserve the right to reject it or issue a partial refund.

1. Submit a request. Email info@concept-odense.com or use the contact form below with your order number, at least one clear image of the item, and, if applicable, the reason. We usually respond within 1 business day.

2. Download the return form and receive the return address. You can download the return form directly here: Download the return form (PDF). The return address for our international warehouse in China is provided on the form and sent to you after approval of your return request.

3. Pack and ship at your own expense. Make sure the product is securely packaged. We recommend using the original packaging. As the return address is international, costs vary depending on the carrier and package size — prices typically start at around 200–400 DKK, but may vary. Use a tracked shipment.

4. Refund. Once we have received and inspected the item, we process the refund within 14 days. The amount is refunded via the same payment method used for the purchase. The full purchase amount is refunded, including the original shipping cost.

Start a return

The customer pays for return shipping. As the return address is international, costs vary depending on the carrier and package size. International return shipping prices typically start at around 200–400 DKK, but may vary.

Our return address is our international warehouse in China. The exact address is provided on the return form and sent to you after approval of your return request. A valid tracking number is required.

If the item is defective, damaged during transit, or incorrectly shipped, Concept Odense covers the full return cost. Please include a clear photo of the issue in your email.

For 29.95 DKK, you can add shipping protection to your order at checkout.

What does shipping protection cover:

• Packages that are lost
• Packages that are stolen
• Packages damaged during transit

What it does not cover:

• Incorrect delivery address provided by the customer
• Packages marked as delivered without evidence of theft or damage
• Buyer’s remorse, delays, or customs issues
• Orders without shipping protection

How to file a claim: Contact us at info@concept-odense.com within 14 days of the expected delivery date (lost packages) or 7 days of delivery (damaged/stolen packages). Include your order number, a description, and photos or evidence.

Approved claims will receive a free replacement. A refund will be issued only if the item is out of stock.

Shipping protection is non-refundable and limited to one claim per order.

We’re sorry. Contact us within 14 days of receipt via info@concept-odense.com or the contact form below and attach:

• Your order number
• Description of the problem
• Clear photos of the item and/or packaging

We will arrange a replacement or a full refund at our expense.

Yes. Exchanges are possible as long as the item meets our return requirements. Contact customer service within 30 days of receipt. Follow the same return procedure and state in your email which item you would like instead. An exchange can be made provided the requested item is in stock.

Any price differences will be settled directly with the customer. Return shipping costs (approximately 200–400 DKK) are borne by the customer unless the original item was defective, damaged, or sent incorrectly.

Each product page includes a dedicated size guide with measurements in centimeters. We recommend taking your own measurements with a tape measure and comparing them with the chart for the most accurate fit.

If you are between two sizes and prefer a relaxed fit, choose the larger size. For a more fitted look, choose the smaller one.

Materials are listed on each product page under Materials. We use a blend of natural and durable materials depending on the garment, with a focus on quality, comfort, and Italian craftsmanship.

Always check the garment’s care label first. As a general rule:

• Wash inside out at 30°C with similar colors
• Do not use bleach
• Tumble dry on low heat or hang on a line to preserve the shape
• Iron on low heat if necessary

We accept the following payment methods at checkout:

• Visa, Mastercard, Maestro, American Express
• Shop Pay, Google Pay, Apple Pay
• MobilePay

All transactions are processed in Danish kroner (DKK). All payments are protected with SSL encryption and processed through secure payment providers.

Yes. We never store your full card details on our servers. Payments are processed through PCI-DSS-certified providers (Shopify Payments, PayPal). Our checkout uses 256-bit SSL encryption throughout.

If your payment was declined at checkout, the most common reasons are:

• The billing address does not match the address registered with your bank
• Daily payment limit reached
• The bank has marked the transaction as suspicious (online stores are sometimes blocked by default)

Try another card or payment method, or contact your bank. If you continue to experience problems, use the contact form below, and we'll help you.