FAQ
Order issues & Payment
Why have I not received an order confirmation?
Confirmation emails are typically received shortly after an order is placed. If you do not receive your confirmation email right away, please wait 10-15 minutes as your confirmation email may experience a delay.
However, if you have not received your confirmation email within 24 hours after your order is placed, please send an email to: pia@landofhope.dk
When will my bank account be credited after I make a purchase?
The payment is credited from your account when we send the item, unless otherwise agreed or stated in your order.
When you use your payment card (debit/credit), a reservation is made for the amount you shop for. The amount is reserved until we have processed and dispatched your order. When your order is dispatched, the money is withdrawn from your account.
Changes, Cancellations & Returns
Can I cancel or change my order after I’ve placed it?
Your order will be handled within 24 hours after you have placed it. Once your order has been completed (packaged and shipped), you are unable to cancel or change the order.
However, you are always welcome to contact us by email, and then we will investigate the possibility of changing or cancelling the order, depending on how far it is in the ordering process.
Can I exchange for a new size, color etc.?
If you want to exchange for a new size, color etc., simply place a new order for the desired one. Please write to pia@landofhope.dk informing that you want to exchange for a new size or color. You will receive a return label by email which you have to print and place on the parcel you are returning. Deliver the parcel to the nearest GLS shop.
We will refund the money as soon as we have received your shipment.
Please note: You will be charged for the new item when it ships and refunded after your original item is received and processed.
I entered the wrong information when placing my order. What do I do?
To ensure that your order is being processed correctly, please send us an email immediately at: pia@landofhope.dk
If the order has already been dispatched, we can no longer correct the address, postcode and city. However, we can ensure that the tracking information is sent to the correct email.
What is my right of cancellation?
Unless otherwise agreed or indicated by your order, you can exercise your right to cancel within the 14 days following reception of the item(s) purchased on our shop. You bear any return costs yourself.
If you wish to return, you must notify us no later than 14 days after delivery, and the goods must be returned to us no later than 14 days after we have been informed of your wish to exercise your right to cancel.
Send an email to pia@landofhope.dk and clearly state that you wish to exercise your right to cancel.
Condition of the Item Upon Return: If the value of the item has decreased, you are liable for this decrease in value. You may test the item in the same way as if you were shopping in a physical store. However, if the item is tested beyond what is necessary to handle it, it is considered used and of diminished value.
In this case we will not refund you. It is up to Land of Hope to assess the condition of the item.
Shipping
How long does shipping take?
We ship parcels with GLS. We use insured parcel service, and you will receive the track & trace number as soon as we ship your order.
Unless you have been informed otherwise, the usual time of delivery from the time of placing the order is:
Austria: 2-3 working days
Belgium: 2-3 working days
Czeck republic: 2-3 working days
Denmark: 1-3 working days
France: 2-3 working days
Germany: 2-3 working days
Hungary: 3 working days
Ireland: 5 working days
Italy: 3-5 working days
Luxembourg: 2-3 working days
Netherlands: 2-3 working days
Norway: 2-5 working days
Poland: 2-3 working days
Portugal: 4-5 working days
Slovakia: 3 working days
Slovenia: 4 working days
Spain: 4-5 working days
Sweden: 2-4 working days
Other countries: Contact
Customer Service
In relation to shipping, Land of Hope collaborates with the Danish clothing company Kompagniet af 1991 A/S, which handles the packaging and delivery. Therefore, they are listed as the sender/return address on your parcel.
My parcel has not arrived. What should I do?
If you have not seen any new updates in your Track and Trace for several days, we would like to investigate. Please send an email to: pia@landofhope.dk
In Track & Trace it says that my parcel has been delivered, but I haven’t received anything?
Your parcel can always be delivered to your neighbors so it’s a good idea to ask them. Have your neighbours not received your parcel either? Please send an email to pia@landofhope.dk and we will investigate.
