FAQ

1. How do I make a purchase?

Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click ‘Add to Cart’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the bag to see its contents in the ‘mini bag’ on your right at any time. When you’re ready to place your order, select ‘Go to Checkout’ from the mini bag and follow the straightforward prompts to complete our one-step checkout process. If you have any problems, please contact customer care at customercare@collagetheshop.com, or +45 24 24 99 35 — available from 10:00 - 12:00 CET, five days a week.

2. Can I order by telephone?

No – unfortunately our system does not accommodate that type of order placement. But you are very welcome to give us a call and we can try to guide you through the steps. Call us on +45 24 24 99 35 — available from 10:00 - 12:00 CET, five days a week.

3. How do I find a specific item?

If you know exactly what you are looking for, you can search our online store by product category under the brand menu. Once you have selected your desired category or brand, you can filter the listings further using the options on the left of the page. Throughout the site there is also a search function in the top right-hand corner, which can be used to look for products using keywords or a style number, if you know it.

4. How do I know if an item is in stock?

Most items shown are in stock. When you click trough to the product page, you can immediately see its size availability. Please note that even if a product is in your shopping bag, it isn’t reserved, and will be available to other customers while you are browsing. After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved, the delivery address has been verified and the items located will your order be accepted, and the item is yours.

5. What payment methods does Collage the Shop accept?

At the time being we only accept the following major credit cards: Visa & Mastercard.

6. Is it safe to use my credit card online at Collage the Shop?

We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking and 3-d secure process.

7. How will I know if you have received my order?

After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved, the delivery address has been verified and the items located will your order be accepted, and the items shipped. At this point you will receive a second email from us confirming your order. If any of the items you have ordered are unavailable, we will try our best to locate them from our Collage the Shop stores. If this is not possible you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.

8. When will I receive my order?

Except during promotional or sale periods, all orders are confirmed and sent within 3-5 working days. Should a delay occur, we will inform you by email. Please note that an order will only be processed after full payment.

9. Can I collect my order instead?

At the time being our system does not offer the option to choose pick-up in store. But we can make a work-around this, if it is an option, you wish to apply. For further information, please contact Customer Care on +45 24 24 99 35 — available from 10:00 - 12:00 CET, five days a week or by email customercare@collagetheshop.com.
Please note that for security reasons, we do not process any order addressed to a post office box or accept any order that does not allow us to identify the recipient of the order and the relevant address. We also do not offer redirections.

10. Am I able to track my order?

Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on customercare@customercare.com and we will track the order on your behalf.

11. Can I exchange my order?

If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy.

12. How do I return an item?

Should you wish to return an item, you can do so within 14 days of receipt following the process below:
a) Fill out the attached Return Form.
b) Pack the item(s). Use the original packaging provided to wrap the item(s) you are returning.
c) Ensure the previous delivery label is covered with a return label. Don’t have a return label? Please contact Customer Care on +45 24 24 99 35 — available from 10:00 - 12:00 CET, five days a week or by email customercare@collagetheshop.com.
d) Drop the parcel off at your nearest GLS/Bring or DHL point.
e) You will be notified by email once your return has been received and processed by Collage the Shop. If you need any assistance, please contact Customer Care on +45 24 24 99 35 — available from 10:00 - 12:00 CET, five days a week or by email customercare@collagetheshop.com.

13. In what packaging will my goods be delivered?

Please note that when you shop at Collage the Shop, we always pack the item(s) to make sure that no damage can occur when shipped.
When possible, your order will be placed in the applicable brand’s original packaging. When an item doesn’t come with a corresponding packaging, the items will be wrapped in tissue and placed in an FSC-certified, recyclable, black cardboard box.
Collage the Shop Packaging – coming soon!
Really soon you will be able to get your order placed in one of our own Collage the Shop white boxes and tied with a rubber band. All our Collage the Shop boxes are FSC-certified and fully recyclable.

14. Will Collage the Shop have seasonal sales?

At Collage the Shop we hold a seasonal sale twice each year. Find the sale by clicking on Sale in the top navigation. Please note, Collage the Shop cannot guarantee that its prices online will be equal to the prices in our stores during sale periods. Also, owing to the exclusive nature of our stock, we cannot guarantee that an item will still be available for purchase later in the season.

15. Do I have to pay duty and import charges?

Please note that all prices shown on product and listing pages are including locally VAT. All orders are managed locally within each country (Norway, Denmark and Sweden) which means no duty or import charges will charged.

16. Is my personal information kept private?

Please be assured that we consider all the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the Collage the Shop terms and conditions statement. In order to process credit-card orders online we require additional information including your billing address, shipping address, telephone number, credit-card number and credit-card expiration date. We will only use your billing and credit-card information to process your order and inform you of its delivery. Please note that Collage the Shop does not keep any of your details on the Collage the Shop website, and therefore these details are protected from any breach of security on the Collage the Shop website. Navigational information is used only for internal purposes to enhance the customer-shopping experience and site usability and will not be shared with any outside parties.

17. How do I contact customer care?

If you have any questions which are not currently answered on our site, please contact Customer Care either by email at customercare@collagetheshop.com or call us by phone on +45 24 24 99 35 — available from 10:00 - 12:00 CET, five days a week.

18. COVID-19 related queries

What are you doing to ensure safety?
We are adhering to all appropriate health and hygiene standards in line with guidance from the World Health Organisation. We are maintaining the highest standards of hygiene at all our physical locations and ensuring our people only report for work if they are fit and healthy.

Are you operating a normal delivery service?
Yes – we are delivering as normal.

Are your shops in Copenhagen, Aarhus and Oslo open?
At Collage the Shop, we take the health and wellbeing of our staff and customers seriously. We have now reopened our stores, following local Government guidelines for each country, and are proactively addressing any risks associated with Covid-19.

If my order is delayed does that affect my returns period?
No, you have 14 days from receipt of your order to return the items to us. If, for any reason, you cannot make your return request in this time please contact our customer care team so we can assist you.