Customer Service

When your order is shipped, you will receive a confirmation email 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 can take up to 20 business days.

Processing and delivery take place Monday to Friday. Weekends and holidays do not count.

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 long time, 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 secure places where the carrier may have left the package. Couriers occasionally deliver 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, etc.) for final delivery to your doorstep or nearest parcel shop.

Free shipping on all orders in Denmark.

All shipments include full tracking. Packages are sent 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 holidays are not included. During busy periods (sales, holidays), delivery can take up to 20 business days.

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 as the order may already be processed.

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

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

Read our shipping policy for full details.

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

If your order has already been shipped, you can still return it via 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. Send an email to info@concept-odense.com or use the contact form below with:

• Your order number
• At least one clear picture 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 non-saleable items are not accepted. If a return does not meet the conditions, we reserve the right to refuse or partially refund the amount.

1. Submit a request. Email info@concept-odense.com or use the contact form below with your order number, at least one clear photo of the item, and optionally 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 listed on the form and you will receive it after approval of your return request.

3. Pack and ship at your own expense. Make sure the product is securely packed. Feel free to use the original packaging. Since the return address is international, costs vary depending on the carrier and package size — prices typically start 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 will be refunded using 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 the return shipping. Since the return address is international, costs vary depending on the carrier and package size. International return prices usually start 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 you will receive it after approval of your return request. A valid tracking number is required.

If the item is defective, damaged during transport, or sent incorrectly, Concept Odense covers the entire 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 shipping protection covers:

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

What it does not cover:

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

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

Approved claims receive a free replacement. Refunds are issued only if the item is out of stock.

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

We apologize. 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 pictures of the item and/or packaging

We arrange a replacement or 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 specify in your email which item you want instead. Exchanges can be made if the desired item is in stock.

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

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 to 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 size.

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

Always check the care label on the garment 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 to dry to maintain 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 via secure payment providers.

Yes. We never store your full card details on our servers. Payments are processed via 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:

• Billing address does not match the address registered with your bank
• Daily payment limit reached
• The bank has flagged 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 issues, use the contact form below and we will assist you.