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faq

1. Orders

1.1 How will I know if my order has been shipped?

First, you'll receive a confirmation email to confirm that we have received your order. At this point, your payment has not been captured yet.

Later, you'll receive a second and final email to confirm that your payment has been captured. Your order will then be sent within 24 hours (weekends and Danish bank holidays excluded).
You can always follow the status of your order by accessing “My account”.

Once the status changes to "complete", your order has left our warehouse and is on its way to you.

1.2 Can I cancel / edit my order after Ive placed it?

We're really fast at packing your order, which means that it's very difficult to make any changes once you have placed it. We cannot change payment methods nor transaction amounts, but we may be able to help you change the shipping address or cancel your order before it's dispatched.

If changes are needed, it's very important that you contact us as soon as possible by sending us an email to info@slikhaarshop.com, in which you state the issue in the subject line of your email.
Whichever the case may be, we'll be glad to help you as much as we can.

You may be able to return some unwanted items for a refund once you have received your order. For more information on our return policy, go to FAQ number 4.

2. Shipping & delivery

2.1 How long does delivery take?

- DHL Express:

1 working day: Europe

1-2 working days: Worldwide

- Track & Trace Shipment

1 - 3 working days: Denmark

2 – 7 working days: India

2 – 14 working days: Australia, Austria, Belgium, Brazil, Canada, China, Croatia, Czech Republic, Estonia, Finland, France, Germany, Great Britain, Greece, Greenland, Hong Kong, Hungary, Ireland, Iceland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Switzerland, Singapore, Slovakia, Slovenia, Spain, Sweden, South Korea, USA.

- Delivery By Post (no tracking)

International Delivery By Post: 14 - 90 working days

 

 - Working days are defined as Monday to Friday and exclude bank holidays.


* Delivery to some countries can be delayed up to 30 working days due to customs revisions.

2.2 What should I do if my order hasnt been delivered yet?

If the estimated delivery date has passed, we kindly ask you to wait a few extra days in case there are any local postal delays, as your parcel is due to be delivered by your local postal service.

 

If you still haven't received your parcel after waiting a few extra days, then please get in touch with our Customer Service, by letting us know your order number, and we'll be happy to help.

 

2.3 Do you offer a quicker delivery service?

Please be aware that our warehouse is based in Denmark, which is why our timescale may seem slightly longer than some of our US and UK competitors. We use the Danish shipping company PostNord, which means that your package will be delivered by your local postal service.

We are working on offering you a DHL Express Worldwide delivery. This form of delivery is only available for your country, if you can see it at checkout.

Orders to India are sent from our warehouse in India, so the delivery is tax free.

 

2.4 Do you ship to my country?

We offer worldwide delivery (minus Turkey, Kosovo, Gaza City and Indonesia, due to these countries' customs restrictions), so yes, we sure do!

 

2.5 How much does shipping & handling cost to my country?

The cost of the shipping depends on the country to which your package will be sent.

Shipping and handling to Denmark cost 29 DKK / 49 DKK

Shipping and handling in India is FREE

Shipping and handling to the USA is 6$ (USD)

Shipping and handling to Australia, Austria, Belgium, Brazil, Canada, China, Croatia, Czech Republic, Estonia, Finland, France, Germany, Great Britain, Greece, Greenland, Hong Kong, Hungary, Ireland, Iceland, Israel, Italy, Japan, , Latvia, Lithuania, Luxembourg, Malaysia, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Switzerland, Singapore, Slovakia, Slovenia, Spain, Sweden and South Korea cost 6$ (USD)

To all the other countries and regions the shipping and handling costs 7,50€ / 8.5$ (USD) / £6,5 for the Delivery By Post option.

Delivery charges will be detailed before you confirm your order and are also shown on your order confirmation email.

Keep in mind that bank transfer fees and credit card fees aren't included in the total, as they depend on your bank / card issuer.

3. Payment

3.1 How can I pay for my order?

You can use Dankort, eDankort, Mastercard, Mastercard Debit DK, Visa, Visa Electron, Maestro, JCB and Paii, as well as bank transfer and PayPal. We take our security very seriously and your details are completely safe with us.

We take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

 

3.2 Why has my card been rejected / Why has my payment been declined?

If your card isn't supported by 3D Secure / Verified by Visa, you can’t use it at checkout.

Your bank can always tell you if your card is supported by 3D Secure / Verified by Visa, or you can check this website for further information.

If your bank cannot activate this service, we then recommend that you open a PayPal account and use that as your payment method. You can then link your card or your bank account to it.

 

3.3 Are my card details and personal information safe?

We guarantee that your details are safe with us. All information is sent as encrypted to ensure total security of any sensitive information.

 

3.4 Why have I paid more than my invoice states?

When you pay with credit card or by bank transfer, extra fees may apply. These fees depend on the bank / card issuer, and they're often around US$2 for cards.

For bank transfer fees, please consult your bank.

 

3.5 Do I have to pay customs?

Our packages do not include customs clearance, so you might have to pay customs upon reception. Nevertheless, orders under a certain amount could be customs free. 

Please contact your country's customs authorities to get information about what these fees could be (if any), and if cosmetic products are allowed to be imported to your country.

 

3.6 How do I pay my bank transfer order?

First, place your order using the "Bank Transfer Payment" option. Please keep in mind that we only accept payment in euros. If your invoice isn't in euros, contact us and we'll tell you how many euros you need to transfer. 

Once you've place your order, you'll receive an email with the following information: 

 

Trendto A/S
Skt. Knuds Torv 3B, stuen
8000 Aarhus C
Denmark

 

CVR: 30517385

 

Bank name: Sydbank A/S
Country: Germany
IBAN number: DE75215106001000520020
BIC-code / SWIFT-address: SYBKDE22

 

Remember to add your order number in the transaction, and wire the full amount.

Please note that your order will only be dispatched once the payment is received. This can take from several hours to several working days. Thank you for your patience!

 

3.7 Who should pay for the bank transfer fees?

When you pay through a bank transfer, please remember to indicate that you're paying for the sending fees and we're paying for the receiver's. 

 

3.8 How long do I have to make a bank transfer?

Bank transfers will be cancelled after one month, so please transfer the money as soon as you place your order.

4. Returns & exchanges

4.1 What happens if my package is returned or gets rejected by customs? 

If your package is returned to our warehouse/office because it hasn't been claimed, the address is insufficient or any other reason pointed out by the postal service, we'll contact you to arrange a solution.

 

4.2 I want to exchange one or more products from my order

If you wish to return the whole purchase (or part of it) once the package has been opened, and if the products are still intact and unused, then you have to contact us within 14 days following reception of the package and before returning the products. Be aware that if you purchased a pack, you'll have to return all the products included in it, as we don't accept partial returns for packs. 

Please note that you'll have to pay for the shipping and, in the case of a refund, the balance will be sent to your original payment method. 

Once we have received the products back at our warehouse/office, we'll contact you straight away.

If everything is in order, it'll take us 1-3 working days to issue a refund, counting from the reception of the products.

We don't make refunds through Western Union nor any third-party method.

 

4.3 I received the wrong product

If you receive a wrong product, it's very important that you don't throw anything away. Please keep all the delivered products (intact and unused), the box, the packaging, and the invoice together.

Next, contact us within 14 days following reception of the package at info@slikhaarshop.com by sending us your order number and the issue in the subject line. Also, please attach the following photos to your email: 

 

 · A photo of the delivered products on top of the invoice

 · A photo of the delivered products inside the box used for the delivery, with the invoice in front of it

 

We'll then get back to you with a solution as soon as possible. 

 

4.4 I didn't receive all my products

Please don't throw anything away and keep the products (intact and unused), the box, the packaging, and the invoice together.

Next, contact us within 14 days following reception of the package at info@slikhaarshop.com, by sending us the order number and the issue in the subject line. Also, please attach the following photos to your email:

 

 · A photo of the delivered products on top of the invoice

 · A photo of the delivered products inside the box used for the delivery, with the invoice in front of it

 

We'll then get back to you as soon as possible.

 

4.5 I've received a defective product

You should contact us within 14 days following reception of the package at info@slikhaarshop.com by sending the order number and the issue in the subject line. Also, please attach the following photos to your email:

 

 · A photo of the defective product

 · A photo / photos of the problem

 · If you want, you can also attach a short video

 

We'll then get back to you as soon as possible.

5. My account

5.1 How can I make changes to the details on my account?

You can change your details at any time using “My account”. Once you’re logged in you can change (among other things):

 

· Name

· Password

· Email address

· Shipping address

· Billing address

6. Refund policy

6.1 When can I get a refund? 

A product bought from SlikhaarShop.com can only be refunded if it’s unopened and intact and if the conditions explained in point 4.2 are fulfilled.

 

6.2 How much can I be refunded? 

It depends on how many products you want to return. If all products are returned intact and unused, we can refund the full amount of your order upon agreement with our customer support team (see point 4.2). Note, that you’ll have to pay for the returning shipping expenses.

 

6.3 How long does it take to get a refund? 

It’ll take us from 1-3 working days to make a refund, counting from the reception of the products (intact and unused).

 

6.4 Where will I get the refund? 

In the case of a refund, the money will be sent to the same payment method used when placing the order.

 

6.5 Who should I contact to get a refund? 

Contact us at info@slikhaarshop.com and send us your order number and the problem in the subject line. You must contact us within 14 days following reception of the package. 

Slikhaarshop