Refund policy

Please note that the following return policy applies only to purchases made on our webshop (dendama.com). Policy for exchanging items bought  in our physical store in Oslo are listed on your receipt, and at the bottom of this page. 

REFUND POLICY IN SHORT:
- Our return policy lasts 14 days. If 14 days have gone by since you received your purchase, unfortunately, we can’t offer you a refund or exchange. If your return is accepted, the order will be refunded once we receive and approve the return.

- We do not cover the full return cost. If you chose to return using a return label from us (only available on orders within Norway), NOK 99,- will be deducted from your refund to cover the return shipping.

- For orders shipped outside of Norway, taxes and fees are not refundable.

CONDITION OF RETURNED GOODS:
If you choose to return one ore more items purchased from dendama.com, all tags and original packaging must be attached and intact. You have the right to inspect the goods when receiving them, and responsibly trying items on before determining whether or not they meet your expectations or if they fit. Items that show signs of having been worn, for example with perfume scent, stains or stretching of fabric, are not approved for return. 

HOW TO PROCEED WITH RETURNS ON ORDERS SHIPPED WITHIN NORWAY:

Chose between the following three methods for returning:

  1. Fill out the Digital Return Form:
    Complete the digital return form provided [here]. Specify the reason for return and your preference for a refund or store credit.
  2. Check your email, you have now received  a Return Label:
    Once the the return form is filled out, you will receive a return confirmation email. This email will include a Bring QR code and detailed instructions. Contact our customer service at post@dendama.com if you encounter any issues.
  3. Prepare Your Shipment:
    Pack the item securely in its original packaging, including the Bring QR code. Follow the instructions provided in the return confirmation email.
  4. Refund and Store Credit Options:
    - If toy choose a refund: A 99 NOK refund fee will be deducted from your refund for return
    shipping.
    - If you choose store credit: Receive the full amount as store credit discount code for you.
  5. Exchange Policy:
    - Exchanges are available for variants of the same price.
    - If you wish to exchange your order for a different size, please choose "exchange" when completing the return form.
  6. Contact Customer Service:
    Have questions or concerns? Reach out to our customer service team at post@dendama.com or by phone +47 22553099 (during opening hours).
  7. Return in store: You can also chose to return your order in our store during opening hours. Bring your order and make sure to have your order number ready when returning, and we will process your return. No return shipping fee is deducted when returning in store.
  8. Track Your Return:
    Track the status of your return using the return link provided in the return confirmation email.
    The tracking number included will keep you updated on the progress of your return shipment. Please ensure all items are returned in their original condition and packaging. Your satisfaction is our priority. Thank you for shopping with Den Dama.
  9. Return using your own label: You can choose to return using your own shipping label. Pack the goods in a secure package and ship to the address listed below. In this case, you must notify us via email post@dendama.com within 14 days of receiving your order, as stated in our sales conditions, and provide us with the package tracking number. If you choose this option, you bare the responsibility for the package until it is delivered at our address.

HOW TO PROCEED WITH RETURNS ON ORDERS SHIPPED OTSIDE OF NORWAY:

Send the items you wish to return to our address (listed below) using your preferred shipping service. We do not cover the cost of return shipping. We recommend choosing a trackable shipping service as we are not responsible for the return until we have received the package. We can not guarantee that we will receive your returned item(s) and tracking is advised. Taxes and fees are not refundable.

Our return address:

Den Dama, Malita AS

Frognerveien 4

0257

Oslo, Norway

 

To complete your return, we require an order number or proof of purchase.

There are certain situations where no or only partial refunds are granted: 
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 14 days after delivery

REFUNDS 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

*If you, when placing the order, chose a shipping method that costs more than our standard shipping (99,- / free if order value is over 2.500,-), only the standard shipping fee will be refunded.

*If you return using a shipping label sent by us, NOK 99,- will be deducted from your refund to cover the cost of return shipping. 

LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at post@dendama.com.

EXCHANGES/SWAPS
If you wish to exchange or swap your order for a different item, color or size, this can be arranged by contacting us on e-mail post@dendama.com. Note that cost of return is not covered by us. Only orders shipped within Norway are applicable for swap/exchange.

RETURN ADDRESS
To return your product, mail your product to:

Den Dama, Malita AS
Frognerveien 4
0257 Oslo

You will be responsible for paying for your own shipping costs for returning your item, unless explicitly agreed otherwise. Return shipping costs are non-refundable. Unless you explicitly qualified for free returns, NOK 99,- will be deducted from your refund to cover the return cost if you returned using a return shipping label from us.

RETURNS ON ITEMS BOUGHT IN OUR PHYSICAL STORE:

The refund policy listed above is only applicable for items bought on our webshop. Only items bought online are eligible for refund, unless explicitly agreed otherwise before purchase in store. Purchases made over-counter in our physical store can be swapped for a different item or a store credit within 10 days of purchase. Underwear and swimwear are non-returnable. Swap is only accepted on unworn items with all original tags and packaging attached and intact and with a receipt/proof of purchase.