Frequently asked questions

Cancellations

Can I change or cancel my order once it is placed?

Shipping

When will my order be shipped?

How long will it take until I receive my order?

How do I track my order?

Can I change my shipping address once the order is placed?

Can I ship an order to a different country?

Where are orders shipped from?

Taxes & duties

Insurance

Important information

Returns

How do I make a return?

When can I expect to get my refund?

Can I return an item purchased online in store?

How do I return an item purchased in store?

How do I make a return if I have selected Klarna as my payment option?

I have received the wrong product, what should I do?

I cannot find a return label in my box, what do I do?

Exchanges

How do I exchange an item?

Orders

How do I know if my order has been confirmed?

Can I change or cancel my order once it is placed?

Where do I find my order details?

How do I change my shipping address?

Where do I enter a promotional code?

How do I pay with a gift card?

What do I do if I am unable to personally collect my order at the service point?

Are taxes & duties included in my order?

My Account

Do I need to have an account to place an order?

How do I unsubscribe from the newsletter?

Do you save sensitive or secure details such as credit card information?

Product Information

What if the item I would like to purchase is out of stock?

What if I can't find the product I am looking for online?

What do I do if I need an item repaired?

Size & Fit

What sizing do you use?

What size should I order?

Responsible AI

Does Filippa K use AI in some of its content on the website?