Frequently asked questions

How long does the delivery take?
Our packages have an average delivery time of 8-14 working days. This is because we are a company that cares about the world and nature, so we don't just want to ship a few orders every day. We collect packages in bulk and when we reach our minimum threshold, everything is shipped at once. We hope you understand this and that you will do your part for a better and healthier world.
What is your return policy?
It may happen that you want to return an order. Maybe because you don't like the product or for some other reason don't want to keep the order. Regardless of the reason, you have the right to cancel your order within 14 days of receipt without giving any reason.

After the cancellation, you have another 14 days to return your product. You will then be credited for the full order amount, including shipping costs. Only the return costs from your home to the warehouse are at your own expense. These costs depend on the product and the package, see your carrier's website for the exact prices. If you wish to exercise this right, you can contact us at info@robertson-fashion.com. We will then refund the order amount within 14 days of receiving notification of your return, provided that the product has already been received in good condition.

If the product is damaged or the packaging is more damaged than necessary to try the product, we can deduct this decrease in value from your refund. Please handle the product carefully and make sure it is well packaged when you return it.
Can I cancel my order?
We reserve the right to accept or reject an order or part of an order at our sole discretion at any time after receipt of the order, including after the customer has received an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is cancelled, we will credit the original payment method.

When canceling after an order has been placed, a fee of DKK 75 is charged, regardless of when the order was placed (even if it is only a second later), as the retailer/credit card company charges us a fee for cancellation.

Please note that an order that has already been packed or shipped cannot be cancelled.
What happens if I receive the wrong item?
Contact us within 7 days of receiving your order if you have received incorrect, missing and/or defective items. State your order number, pictures of the item(s) and any references when you contact us about your package. We will do our best to resolve your case as quickly as possible.
How secure is my online order?
When you place an online order with your credit card, all your information is entered on an SSL-encrypted website. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction are approved and authorized. Your credit card details are not stored on our servers.
What is the shipping cost?
As a special service, we currently offer free standard shipping to our customers in Denmark.
Where is my package?
When the package is ready, it will be handed over to our shipping company and you will receive a tracking message.

For logistical reasons and to optimize the delivery time, the order can be sent in several partial deliveries.
Why is the tracking of my package not working?
In some cases, the carrier may need 1-2 working days to update the location of the package. In these cases, we ask for your understanding and patience.
Do you want to exchange an item?
No problems at all! Please contact info@robertson-fashion.com. However, you will be responsible for the cost of returning the item.
Wrong delivery address?
If you have entered an incorrect delivery address by mistake, please contact us by email as soon as possible. We will then try to change the order for you.

If you have any other questions (about shipping, ordering, returns, etc.), please send us a message under the "Contact" menu and we will respond as soon as possible! Or via e-mail: info@robertson-fashion.com.