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 699 DKK.
The cost is 49 DKK for delivery to GLS Parcel Shop on orders under 699 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 for shipments within Denmark). This applies both if you want the parcel to be resent and if you wish to cancel your purchase.
If you are located in Denmark and would like us to send your order again, you can easily purchase a new shipping label via our website: Buy shipping label here. Please always include your order number in the comment field and specify that it concerns a reshipment of an order.
If you are located outside Denmark, please contact us at info@studiohafnia.dk, and we will provide you with the applicable reshipment cost and further instructions.
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 amount is reserved on your card when you place your order.
For in-stock items, payment is only captured when your order is shipped from our warehouse.
For made-to-order and custom-made items, payment is captured when the order is confirmed and the item is ordered from our supplier or put into production.
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.
In accordance with Danish law, you have a 14-day right of withdrawal from the day you receive your order. Note: The right of withdrawal does not apply to made-to-order goods.
If you wish to return an item, please notify us clearly before the deadline by sending an email to info@studiohafnia.dk including your order number.
Returned items must be unused and in the same condition as when received.
Please make sure the item is carefully packed in its original packaging (or equivalent protective packaging) to ensure it is not damaged during return shipping.
Please email info@studiohafnia.dk with your order number and the items you wish to return.
Then ship the parcel - securely packed and preferably with a tracked service - to:
DIGITALIS Logistic
Att. Studio Hafnia
Rugvænget 22
DK-8500 Grenaa
Denmark
Remember to include your order number inside the parcel. We do not collect returns from parcel shops.
Please note: Returns must always be sent directly to our return address and cannot be delivered to parcel shops, pick-up points or similar.
DAO does not deliver to business addresses, and it is not possible to hand in returns in person at our warehouse in Grenaa, as we operate through an external logistics partner. As the sender, you are responsible for ensuring the parcel is delivered correctly.
You are responsible for covering the return shipping costs and for the parcel until it has been received by us. We recommend using a tracked and insured delivery service and packing the item carefully, as we cannot issue a refund if the return parcel is lost or damaged during transport.
Yes, the same return policy applies to sale items as to all other products. Made-to-order goods are exempt, as the right of withdrawal does not apply to these.
Yes, you can easily make an exchange through our return portal. We will ship the new item as soon as we have received and approved the returned one.
Once your return has been delivered to our warehouse and inspected, we will refund the purchase amount to the same payment card used for the original order – unless you prefer to receive a store credit. Shipping costs are not refunded.
We aim to process refunds within 3–5 business days after receiving the return. Please note that it may take an additional 1–3 banking days before the amount appears in your account.
Yes, in certain cases. Please contact us before placing your order at info@studiohafnia.dk to check if we can offer an extended return period.
If agreed, this must be noted in the comment field when completing your order. For Christmas, we always offer an extended return period.
The exact dates will be updated on this page as the holiday season approaches.
The same 14-day deadline applies as for all other purchases – unless an extension has been agreed in advance, or the item was purchased during our special Christmas exchange period.
Note: The right of withdrawal does not apply to made-to-order goods – not even when they are purchased as a gift.
If you wish to exchange the gift for another item or for a gift card, you can use our exchange portal.
If you instead wish to return the gift and receive a refund, please contact us at info@studiohafnia.dk and provide the order number or the gift giver’s name so that we can identify the purchase and confirm that the deadline has been met.
Refunds can only be made to the gift giver’s original payment card. If you would prefer a store credit instead, we can issue this directly to you without involving the gift giver. Please remember to include your own name and email address with the return package so that we can send the store credit to you.
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.
We do not have a traditional store with fixed opening hours, but we have a showroom at Godthåbsvej 50, st. th., 2000 Frederiksberg, which can be visited by appointment. Here we display a selected range of products, but not our entire stock.
As a general rule, all orders are packed and shipped from our warehouse in Grenaa, and any returns must also be sent there in accordance with our standard return procedure.
If an item happens to be available in the showroom, collection in Frederiksberg may be arranged by prior agreement.
If you would like to visit the showroom, you are very welcome to write to us at info@studiohafnia.dk to book an appointment.
If you have any questions about a specific item, we will also be happy to assist you by email and can provide additional images or information if needed.
We are based in Frederiksberg, where we have our showroom at Godthåbsvej 50, st. th., 2000 Frederiksberg. The showroom can be visited by appointment.
All orders are packed and shipped from our warehouse in Grenaa, and any returns must also be sent there in accordance with our standard return procedure.
Yes. Our ceramics and other products intended for food and beverages are food safe and comply with current EU regulations.
You can view our latest inspection report from the Danish Veterinary and Food Administration here.
We always aim to include all relevant details about each product – such as colour, size, material, and more. If you would like additional information, please contact us at info@studiohafnia.dk and remember to include the product name as shown in the description.
Yes. We collaborate with a range of stores, professionals, and creative businesses – including restaurants, designers, architects, and stylists.
We’re always happy to help find unique solutions tailored to your project or business. Contact us at info@studiohafnia.dk for more information.
Yes, you can easily subscribe to our newsletter here. In addition to updates on new arrivals, special releases and campaigns, you’ll receive 10% off your first order as a new customer.
Please note: The discount cannot be combined with other offers or applied retroactively. Brands Casa Cubista, Christina Iversen Studio, Maison Bengal and Oliver & Rose are excluded from the discount.
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.
