FAQ/Frequently Asked Questions
Here you’ll find the most frequently asked questions and answers about shipping and delivery, returns, claims, payment methods, gift cards, and more. If you can’t find the answer you’re looking for, feel free to contact us here or via the chat in the bottom right corner.
Your order has been placed once you have received an order confirmation from us. Sometimes the email may end up in your spam folder, so please check there.
If you haven’t received an order confirmation or get an error message, just write to us at info@studiohafnia.dk and we will quickly check if your order has gone through.
As a rule, we cannot make changes to an order you have already confirmed, as the payment is secured through our payment system.
If you contact us very quickly and our warehouse has not yet packed your order, we may in some cases be able to add an extra product (with a separate invoice) or change/cancel the order. If your order has already been packed or shipped, unfortunately we cannot change or stop it. In that case, it will be treated as a return.
Once your order has been shipped, you will receive an email with a Track & Trace number so you can follow the package via GLS Track & Trace. Please note that it may take up to 24 hours before GLS has scanned the package and you can track it online.
If you still cannot track your package after 24 hours, please contact us at info@studiohafnia.dk and we will look into it for you.
Once we have packed your order, you will receive a shipping confirmation as well as an email with a Track & Trace number so you can follow the package via the carrier’s website.
If you haven’t received your order as expected, please check:
If you haven’t received your package within 5 business days after shipping, please contact us and we’ll help you further.
We normally ship orders within 1–2 business days. During busy periods (such as sales, before Christmas, or around public holidays), processing time may be longer.
Once your order has been shipped, you can expect delivery within 1–2 business days.
GLS delivers on weekdays (Monday–Friday) and on Saturdays to parcel shops with Saturday opening hours. For Bornholm and Anholt, delivery may take up to 2 business days.
All orders in Denmark are shipped with GLS.
You can choose between the following delivery methods:
There is free delivery to GLS Parcel Shop on orders over 599 DKK.
The cost is 49 DKK for delivery to GLS Parcel Shop on orders under 599 DKK and 80 DKK for delivery to a private or business address.
If you have chosen delivery to a private address and you are not at home at the time of delivery, GLS will usually deliver the parcel to a nearby Parcel Shop.
You will automatically receive a notification via the SMS/e-mail you provided at checkout when the parcel is ready for collection.
No, unfortunately we cannot pass on special delivery requests to GLS via the comment field at checkout. Any changes to the delivery location must be made directly through GLS once you receive their SMS/e-mail with delivery information.
Alternatively, if you live in a house or an apartment with easy access, you can order an authorization sign from GLS and have parcels left when you are not at home. You can read more about this directly at GLS.
GLS stores your parcel for 7 calendar days. After this period, it will automatically be returned to Studio Hafnia, and GLS charges us a fee of 49 DKK, which you as the customer are required to pay. Please note that the fee may be higher for parcels returned from abroad. Make sure to collect your parcel within the deadline stated in the SMS/e-mail you receive directly from GLS.
If you are unable to collect the parcel yourself, you can authorize another person to pick it up on your behalf.
Parcels that are not collected within GLS’s 7-day deadline will be returned to us. Please note: An automatic return is not considered a valid cancellation of your purchase.
In connection with the return, you will be charged an amount corresponding to the cost of the return shipment (49 DKK). This applies both if you want the parcel to be resent and if you wish to cancel your purchase.
If you would like us to send your order again, you can easily purchase a new shipping label via our website: Buy shipping label here. Always include your order number in the comment field and specify that it concerns a reshipment of an order.
Yes, we ship worldwide. Delivery time depends on the destination and the chosen shipping method. If your country does not appear at checkout, you are welcome to contact us at info@studiohafnia.dk, and we will get back to you with the price and delivery time.
Delivery time depends on the destination:
Please note that international delivery times are indicative and may vary due to local customs processing.
As a rule, we cannot make changes to an order you have already confirmed, since the payment is secured through our payment system.
If you contact us very quickly and our warehouse has not yet packed your order, we may in some cases be able to add an extra product (against a separate invoice) or change/cancel the order. If your order has already been packed or shipped, unfortunately we cannot change or stop it. In that case, it will be considered a return.
You can pay with:
The payment will be charged once your order has been packed and shipped from our warehouse.
You can enter your discount code, gift card, or store credit in the “Discount code or gift card” field at checkout. Click “Apply,” and the discount will be deducted or the amount will be applied automatically. Please note that discount codes cannot be combined with other discounts or applied retroactively.
If you experience any problems entering the code, you are welcome to contact us at info@studiohafnia.dk.
All prices on studiohafnia.dk are shown in Danish kroner (DKK) and include 25% VAT. If you are shopping from abroad, you can pay in your local currency via Shopify Payments & Markets.
Yes, your order may be subject to customs duties, VAT, and import fees according to the regulations of your country. These costs are your responsibility as the customer.
Studio Hafnia cannot be held responsible for any additional charges or delays caused by customs processing.
Yes. All payments are processed via Shopify Payments with SSL encryption. We never receive your card details – we only get confirmation that the amount has been reserved.
Yes, gift cards and store credit can be used as payment in the webshop. However, they cannot be exchanged for cash – either in full or in part – and they are non-refundable if not used.
According to Danish law, there is also no right of withdrawal on gift cards or store credit once the purchase has been completed.
You can purchase a gift card by selecting an amount and adding it to your shopping cart. The gift card is delivered digitally via e-mail with a unique code that can be used at checkout. The code can also be printed if you wish to give the gift card in physical form.
All gift cards are valid for 2 years from the date of issue. If you are unsure about the expiry date, you are welcome to contact us at info@studiohafnia.dk.
To check the balance on your gift card, please write to us at info@studiohafnia.dk.
Yes. In that case, the amount will be refunded to the same gift card, so you can use it for a new purchase.
We are sorry to hear that your item is damaged. All goods are insured during transport via GLS, and you must therefore check the contents of the parcel immediately upon receipt.
If you discover damage to the parcel or the item, you must notify us immediately – and no later than within 48 hours – at info@studiohafnia.dk with photographic documentation. This is a requirement from GLS, and if the deadline is exceeded, we unfortunately cannot file a claim for compensation.
If the parcel shows visible dents, holes, or other damage, we recommend that you refuse to accept it from GLS.
When reporting transport damage, please send us:
In addition, we kindly ask you to keep all packaging until the case is closed, as GLS may require it for documentation.
Unfortunately, we may have to reject compensation claims if transport damages are not reported immediately. If we receive the required documentation within the deadline, we will of course make sure to send you a new item or find another solution as quickly as possible.
If we have made a packing error, we sincerely apologize. Please contact us as soon as possible – and no later than 48 hours after receipt – at info@studiohafnia.dk.
Kindly attach photos of both the received item and the packaging, and include your order number so we can quickly find a solution.
We are sorry to hear if you experience a fault with your item. You have a 2-year warranty in accordance with the Danish Sale of Goods Act.
This means that you may have the item repaired, exchanged, refunded, or receive a price reduction – depending on the situation. The claim must be legitimate and must not be due to incorrect use or other damaging behavior.
If you experience a defect or issue with a product you purchased from us, please email info@studiohafnia.dk with:
We will review your claim as quickly as possible and get back to you with a solution. For approved claims, we will of course cover the shipping costs.
You are entitled to file a claim within 2 years from the day you received the item. You must submit the claim within a “reasonable time” from the moment you discover the defect. We recommend that you file the claim as soon as possible and no later than within 2 months after discovering the defect. We also recommend that you do not use the product while we are processing your claim.
Du har, i overensstemmelse med dansk lovgivning, 14 dages fortrydelsesret fra den dag, du modtager varen.
Ønsker du at returnere, skal du give os tydelig besked inden fristens udløb – enten via vores returportal eller ved at sende en mail til info@studiohafnia.dk med dit ordrenummer.
Varen skal være ubrugt, uden tegn på slid og returneres i original emballage med mærker/tags påsat. Emballagen betragtes som en del af varen.
Hvis varen er brugt, beskadiget eller mangler emballage, kan vi fratrække et beløb svarende til værdiforringelsen.
Den nemmeste måde er via vores returportal, hvor du kan købe returlabel direkte, og alt håndteres automatisk.
Ønsker du ikke at bruge returportalen, kan du sende en mail til info@studiohafnia.dk med dit ordrenummer og oplysninger om, hvad du ønsker at returnere. Herefter sender du pakken til:
DIGITALIS Logistic
Att. Studio Hafnia
Rugvænget 22
DK-8500 Grenaa
Bemærk: Returforsendelser skal altid sendes direkte til vores returadresse og kan ikke leveres til pakkeshop, afhentningssted eller lignende.
DAO leverer ikke til erhvervsadresser, ligesom det ikke er muligt at aflevere returvarer fysisk på vores lageradresse i Grenaa, da vi benytter et eksternt lagerhotel.
Som afsender har du ansvaret for, at pakken leveres korrekt.
Du betaler selv for returportoen og har ansvaret for pakken, indtil vi modtager den. Vi anbefaler sporet og forsikret forsendelse samt meget forsvarlig emballering, da vi ikke kan refundere beløbet, hvis returpakken forsvinder eller beskadiges under transporten.
Ja, der gælder samme returregler på udsalgsvarer som på alle andre varer.
Ja, du kan nemt bytte via vores returportal. Vi sender den nye vare, så snart vi har modtaget og godkendt returvaren.
Når din returpakke er leveret til vores lager og kontrolleret, refunderer vi købsbeløbet til samme betalingskort, som du brugte ved købet – medmindre du ønsker et tilgodebevis. Leveringsomkostninger refunderes ikke.
Vi bestræber os på at behandle refunderingen inden for 2–3 hverdage. Herefter kan der gå 1–3 bankdage, før beløbet er synligt på din konto.
Ja, i visse tilfælde. Kontakt os inden købet på info@studiohafnia.dk for at høre, om vi kan tilbyde en forlænget frist. Hvis vi aftaler dette, skal det noteres i bemærkningsfeltet, når du gennemfører ordren.
Til jul tilbyder vi altid en udvidet returfrist. De præcise datoer opdateres her på siden, når vi nærmer os højtiden.
Der gælder samme 14 dages frist som ved alle andre køb – medmindre en forlængelse er aftalt på forhånd, eller varen er købt i perioden med vores særlige jule-byttefrist.
Ønsker du at returnere en gave, skal du kontakte os på forhånd på info@studiohafnia.dk og oplyse ordrenummer eller gavegiverens navn, så vi kan bekræfte, at fristen er overholdt.
Refundering kan kun ske til gavegiverens betalingskort. Hvis du i stedet ønsker et tilgodebevis, kan vi udstede det direkte til dig, uden at gavegiveren behøver at blive involveret. Husk blot at angive dit eget navn og din egen mailadresse sammen med returpakken, så vi kan sende tilgodebeviset til dig.
If an item is sold out, you have the option to sign up for an e-mail notification on the product page if it comes back in stock.
Since we always handpick our selection, often in small quantities, the item may not necessarily be restocked.
The item is most likely sold out. When this happens, it automatically disappears from the webshop.
Unfortunately, we currently do not offer gift wrapping or personal cards, as we use an external warehouse.
Wrapping and card writing would extend the processing time, and we cannot guarantee that it will look presentable upon receipt. Our focus is on fast and secure delivery.
Unfortunately, technical issues may occasionally occur. If you experience this, please write to us at info@studiohafnia.dk and describe the problem so we can resolve it as quickly as possible.
Nej, vi har i øjeblikket kun en webshop og ingen fysisk butik.
Hvis du har spørgsmål til en specifik vare, er du altid velkommen til at skrive til os på info@studiohafnia.dk – så hjælper vi dig gerne videre og kan evt. sende flere billeder eller oplysninger.
Vi holder til på Frederiksberg, men alle vores ordrer sendes fra vores lager i Grenaa.
Ja. Vores keramik og øvrige produkter til mad og drikke er fødevaregodkendte i henhold til gældende regler i EU. Du kan se vores seneste kontrolrapport fra Fødevarestyrelsen her.
Vi forsøger altid at notere alle relevante oplysninger om et produkt: farve, størrelse, materiale osv. Hvis du ønsker yderligere information, så kontakt os på info@studiohafnia.dk – husk at angive varens navn, som står i varebeskrivelsen.
Ja. Vi samarbejder med både butikker, professionelle og kreative virksomheder – herunder restauranter, designere, arkitekter, stylister med flere.
Vi hjælper gerne med at finde unikke løsninger tilpasset dit projekt eller din forretning. Kontakt os på info@studiohafnia.dk for mere information.
Ja, du kan nemt tilmelde dig vores nyhedsbrev her. Udover nyheder om produkter, særlige releases og kampagner får du som ny kunde 10% på din første ordre.
Bemærk: Rabatten kan ikke kombineres med andre rabatter eller bruges med tilbagevirkende kraft. 1616/arita Japan, Casa Cubista, Christina Iversen Studio, Maison Bengal og Oliver & Rose er undtaget rabatten.
Do you still have questions?
You are always welcome to contact us at info@studiohafnia.dk or via the chat in the bottom right corner – we will be happy to assist you.
