1. Order submission

Once you have placed an order on custompair.dk, you will automatically receive a mail where it is clear which styles you just ordered. This mail is not a confirmation of your order and there is not a legally binding agreement between you and Custom Pair.

Only after you have received the order confirmation mail confirming which styles we can deliver to you there is entered an agreement.

If you have not received your order confirmation, please check your inbox for unwanted/spam mails as our order confirmations unfortunately sometimes ends there.

If that is not the case, please contact us at hello@custompair.dk or +45 51 51 65 59, so we can help you.

2. Wrong prices

If a price is obviously wrong, and you reasonably should have discovered it, we are not obliged to send the product at the wrong price.

3. Payment

Currently we only accept payments by VISA, VISA/Dankort, MasterCard or MobilePay, Paypal.

There are no payment fees on custompair.dk

The amount will be deducted on your account as soon as the goods are shipped from our warehouse. There can never be deducted an amount greater than the one you have approved.

If we can’t deliver your whole order, we will only deduct the amount for the goods we can actually deliver.

4. Delivery

Custom Pair delivers worldwide. We deliver withPostnord in Denmark and use Postnord exclusively for shipments to all other countries. The delivery time is meant to be read after the process time to complete your order. N.B. It can take up to 3 weeks to process the order before it gets shipped.

The delivery time in Denmark is usually 1-2 working days after we have processed your order.
For delivery in the Nordic countries and within the EU, it will typically take 5-7 working days after we have processed your order.
The delivery time outside the EU is usually 10-14 working days after we have processed your order, depending on the recipient country.

For deliveries outside Denmark, the given country’s postal service will deliver the package to the provided delivery address. If you are not home to receive the package, the postal service will leave a notification where it appears, where you can pick up your package. Custom Pair will not be responsible for goods not collected in time by the buyer. In case of the goods not being collected in time and then returning to Custom Pair, a new delivery can be rescheduled with the buyer, with extra delivery costs.

Delivery costs

Orders in Greater Copenhagen:

DKK 0,- by pick-up at Custom Pair.

DKK 0,- by door delivery (greater Copenhagen only)

DKK 50,- by Postnord (<400 kr).

Orders in Denmark:

DKK 0,- by pick-up at Custom Pair.

DKK 50,- by Postnord (<400 kr).

Orders abroad and outside the EU:

Shipping prices for countries abroad and outside the EU is shown on the specific product. The price depends on quantity and the desired country.

5. Right of withdrawal

You always have 48 hours to regret your order when you shop at custompair.dk no matter which products you purchased. You can send an e-mail to [email protected] or use the standard withdrawal form that you find on our website.

The withdrawal period will expire 48 hours after you have placed your order. If you regret your purchase within this time frame, the money amount will be returned to the original payment method.

6. Return of goods

You have 30 days to return your order starting from the day you received it.

Obviously the items must be unused and in its original packaging, so the items have not been impaired.

If the return goods are not in the original conditions, we have to reject your wish to return them.

You can therefore only try the products on, but not take them into use. Just as if you had bought the products in a physical store.

You can return your order either by calling +45 51 51 65 59 (if living in greater Copenhagen) or by sending the order back to our HQ prepaying the delivery yourself and once received the goods and if the goods are in the optimal conditions for a refund, the latter will apply. This is only valid for Danish orders.

All foreign customers who want to return an order, must send back the goods to us and pay for the shipping themselves.

The cheapest shipping method will typically be using your local post office.

Make sure the shipment is customs cleared and insured in case it will get lost on its way to Denmark.

Please note that we do not receive packages sent by COD or shipments to be picked up at the post office.

Remember to always pack the product securely in a box when you send it back, so the product and the original shoebox will not be damaged during transport.

You can use the original packaging you received for the goods.

7. Recovery of amounts

If you regret your purchase within 30 days, you will of course get back the amount you paid to Custom Pair.

The repayment will be made to the same credit card you used when ordering if you send the product back to us. Within two weeks after the cancellation you will receive a refund of the money to your account.

8. Complaints

If you think your product has a defect, you must immediately contact our customer service at [email protected]

In addition, please send pictures of the error and proof that the goods purchased from us in the form of your invoice or order confirmation together with a clear description of what the problem is about.

Then we will get back to you with the further procedure.

The warranty does not cover defects, damage or usage that has arisen because of lacking maintenance and inappropriate use of the product.

9. Personal data and cookies

When you make an order at custompair.dk, Custom Pair needs your information including name, address, phone number, e-mail address and payment data, in order to make it possible for us to deliver your order to you, and to provide you with the progress of your order. If you want to read more about how we handle and use data, as well as information about your rights, please refer to our privacy policy.

Custom Pair uses cookies to keep track of the items you have added to the shopping cart, general statistics about the use of the website. A cookie is a small text file that is stored on the computer you use when ordering at our website. Custompair.dk may contain links to other websites that are outside of Custom Pair’s control. Custom Pair can not assume responsibility for your privacy or for the content of these websites. Custom Pair offers these links only to make it easier for you to find more information on specific topics. Information about the items ordered from such websites is not included in the description of the items ordered in the agreement between you and us (Custom Pair). If you want to read more about our use of cookies, as well as how to delete them, please see our cookie declaration.

10. Information about complaints

If you, as a client, want to complain about your purchase/order, please contact our Customer Service at [email protected]. If unsuccessful, you can send a complaint to:

Custom Pair
Dortheavej, 3, 95

2400 Copenhagen

Denmark

Privacy & Cookie policy

CONTACT

Call to Us:

We’re available from 10 – 18 CEST.

We respond to phone calls & emails 7 days a week.

Customer Service:

+45 51 51 65 59

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within 24 hours.