FAQ Order I have typed an incorrect delivery address or email when submitting my order. Send an email to firstname.lastname@example.org as soon as possible, and we’ll update the information. I have not received an order confirmation by email It happens these go into your spam filter. Write to email@example.com and we will send a new one. Can I add products to my order or resize? Unfortunately not. Once you have placed your order, it is not possible for us to make changes. Therefore, please cancel your order and make a new one. To cancel your order, please write to us at firstname.lastname@example.org I regret and want to cancel my order Write to us at email@example.com – remember to enter your order number. Shipping How fast does my order send? We will ship your order with GLS during 1-3 business days. Once your order is packaged and handed over to GLS, you will receive a track-and-trace number via email from our shipping carrier. It can take up to 24 hours from receiving your track and trace number to it is active. Please wait to contact us until more than 24 hours have elapsed from your receipt of the email. I have not received a tracking number Once your order is packaged and ready for shipment, you will automatically receive an email with tracking from our shipping carrier. Please note: Unfortunately, there may be several hours of delays on tracking numbers from the ones created for them to be active. Can you send my order with another freight company? We only send packages of GLS to parcel shops. We do not have the possibility to use other shipping methods. Is it possible to pick up the order? Unfortunately not. We only send via GLS. We do not offer personal collection of packages. My shipping is delayed You can track your package via the link in the email you received. It can take up to 24 hours from receiving your track and trace number to it is active. Defective goods in my order We are very sorry if you have received a defective item. All items are checked before shipment. Should it still happen you have received a defective item, we will ask you to send pictures of the defect to firstname.lastname@example.org, after which we will return to you. I received a wrong size or item with my order Of course we regret that. Send us an email at email@example.com. Please provide the order number and details of the wrong item. We will endeavour to replace the item. If it is not stocked, you will be returned the amount of the missing item. There are missing items in my order Send us an email at firstname.lastname@example.org. Please provide the order number and details of which item is missing. Then we make sure to put it right as soon as possible. Return policy Recipient in return packages sent to a parcel shop? No. We only receive packages sent directly to our address. Packages to be picked up in packing shops etc. We do not accept. How do I return my order? All returns must be sent to the following address: Explorer Marselisborg Havnevej 32, 2 DK-8000 Aarhus C Enclose a completed print of the following return slip: download. Attach your order number upon return. You have the option to buy return postage here https://retur.pakkelabels.dk/stifinder Protect the item in a box or plastic bag. Tape must not be placed directly on the product packaging. Return the goods to the original packaging as far as possible. It is your responsibility that the product does not suffer damage during transport. We reserve the right to refuse a return that does not comply with the criteria set out above. The package’s liability lies with you as a buyer until it is received at our return address. We therefore recommend that you make sure that your return shipment has a tracking number so that the package can be traced. Once your package is received and refunded, you will receive an email confirming the refund to your account. Refund is made to the account from which the order was made. Please note that in some cases it may take up to 28 days for the transaction to be completed from the bank and that the amount will be shown in your account. If necessary, contact your Your bank for further details in relation to the release of the amount Where should I return my order to? ExplorerMarselisborg Havnevej 32, 2DK-8000 Aarhus C All returns must be sent to the following address: STIFINDERMarselisborg Havnevej 32, 2DK-8000 Aarhus C Enclose a completed print of the following return slip: download. You have the option to buy return postage here https://retur.pakkelabels.dk/stifinder Can I change my item? Unfortunately, we do not exchange goods. Instead, we will ask you to make a new order and send the unwanted package back to us. Once we have received your parcel, we will refund the amount of the item (RNE) to your account. Please note that in some cases it may take up to 28 days for the transaction to be completed from the bank and that the amount will be shown in your account. If necessary, contact your Your bank for further details in relation to the release of the amount. Receiving packets sent as "Recipient Pays"? No. We only accept prepaid packages.