Refund policy

Refund Policy

You have 14 days to tell us that you wish to cancel your purchase. The period starts the day after you receive your goods. For pre-orders, this is based on delivery, not the date you placed the order. If an order arrives in several parcels, the period starts the day after you receive the last item. You then have a further 14 days after notifying us to send the items back.

For an ordinary return, you can request a refund using our returns portal. For damaged, faulty or incorrect items, please follow the separate instructions below. These returns are free.

Condition of Returned Items

Please return items in their original packaging, with tags and labels attached, where possible. Clothing may be tried on as you would in a shop, but should not be worn, washed or used beyond what is necessary to inspect it. Sealed music products such as CDs, vinyl and box sets cannot be returned under the right of withdrawal once unsealed. This does not affect your rights if an item is damaged, faulty or incorrect.

You may inspect an item the same way you would in a physical store — for example, trying on a garment — but items that show signs of use beyond this may be subject to a reduced refund.

How to Return

For ordinary returns from Denmark and other supported European countries:

  1. Go to our returns portal.
  2. Enter your order number and the email address you used when ordering. You can find your order number in your confirmation email.
  3. Select the item(s) and quantities you wish to return, choose the reason and request a refund.
  4. Once your return is approved and the label has been booked, your return slip and prepaid return label will be emailed to you. They can take a few minutes to appear and can also be downloaded from the portal confirmation page. Check your spam folder if the email is missing.
  5. Pack the items securely, put the return slip inside the parcel, attach the return label to the outside and cover any old labels.
  6. Hand the parcel in at the carrier’s drop-off point within 14 days after notifying us that you wish to cancel. The label contains the return address.
  7. Our team normally processes your refund after the returned goods have arrived and been checked. See Refund Details below.

You can also notify us of cancellation by emailing support@theabbastore.com within the 14-day cancellation period. If the portal cannot find your order or provide a suitable label or your documents, email us with your order number. Do not wait for the portal or our reply before sending your cancellation notice within the deadline.

Keep your postal receipt and tracking number in case of any shipping issues. We do not accept cash-on-delivery shipments or parcels sent to a parcel shop or post office instead of directly to the warehouse. If a parcel is incorrectly addressed, contact us before re-sending it.

Return Shipping Costs

For ordinary returns, return shipping is at your expense. Where a portal label is available, we provide a prepaid label and deduct the applicable label fee from your refund:

Shipping From Label Fee
Denmark 45 DKK
Other supported countries in the Nordics, EU and rest of Europe 75 DKK / 79 SEK / 80 NOK / 10 EUR / 14 GBP, depending on your order currency

The applicable fee is shown in the portal before confirmation. If your country or order currency has no suitable label option, contact support@theabbastore.com. No return shipping fee is charged for damaged, faulty or incorrect items.

Returns Outside Europe, Including the US

Please contact support@theabbastore.com with your order number and the items you wish to return before sending anything back. Returns from outside Europe are handled manually by our team because our automated label setup covers supported European countries. We will guide you on the return address, shipping and any customs paperwork needed.

For ordinary returns from outside Europe, you arrange and pay for the return shipping yourself after receiving our instructions. For damaged, faulty or incorrect items, contact us before buying postage so we can arrange the appropriate free return process.

Damaged, Faulty or Incorrect Items

Damaged or faulty item: start a request in our returns portal, choose the matching reason, add a comment and upload a photo. These requests are reviewed before return instructions are issued. Please wait for our instructions before posting the item. If approved and a portal label is available, we will email you a free return label and return slip.

Incorrect item: email support@theabbastore.com with your order number, a description and, where possible, a photo of the item received. We will arrange the appropriate free return process.

If you cannot use the portal or provide a photo, contact support@theabbastore.com for assistance. Please report a problem within a reasonable time after discovering it. This procedure does not limit your statutory rights.

Refund Details

Refunds are made to your original payment method without undue delay and no later than 14 days after we receive your cancellation notice. We may withhold the refund until we receive the returned goods or evidence that they have been sent back, whichever happens first. Registering a return does not itself issue a refund.

If you cancel and return your entire order, we also refund the standard delivery cost. If you originally selected a premium delivery option, the difference between that and our standard shipping rate is non-refundable. Any applicable ordinary return label fee is deducted from your refund.

If you return only part of your order, the original delivery costs are not refunded.

Simply refusing delivery or not collecting a parcel does not count as a cancellation notice. If you do not collect your parcel or refuse delivery without notifying us of cancellation, we refund the product price; original shipping costs are not refunded. If you have validly cancelled the entire order, the standard delivery refund rule above applies.

Exchanges

For ordinary returns, we do not offer exchanges. If you want a different size or item, return the original item for a refund and place a new order. This does not affect your rights if an item is damaged, faulty or incorrect.

Returns Address

For portal returns, use the address printed on your return label. If you are arranging shipping yourself, follow the instructions from our support team. Unless we provide a different address, send your return to:

West Logistics ApS
C/O SWE
Michael Drewsens Vej 7
8270 Højbjerg
Denmark

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