Orders placed before 14:00 on a business day will be packed and shipped the same day. On weekends and national holidays, orders are shipped on the first following business day.

Free shipping is provided to select parcel shops on orders above €200 based on product value. It is not possible to add, change, or remove products from an order that has been completed.

All contact and delivery information entered on the order is entirely the customer's responsibility. It is not possible to change the address or parcel shop once an order has been placed. 

We utilise the following local transporters:

DHL | ParcelForce:

Prices: £7,80
Free shipping: on orders of £150 or more

If you are not home during delivery of your package, we refer to the terms and conditions of the individual transporter as these are local and unchangeable for DJOIS.

If a package is delivered to a parcel shop instead of home address, this will be visible through your tracking number.

Should your selected parcel shop be full, your package may be redistributed to another pick-up point. The transporter will here choose the nearest available parcel shop, which will be visible to you through the received tracking number.

NOTE: Our distributor does not notify DJOIS if home delivery fails or the parcel shop changes. As such, we are not always able to notify customers, but please get in touch with customer service if you have any doubts.

You can pick up your package between 15:00 and 16:00pm (Danish CET/CEST) on business days -- excluding national holidays and weekends.

NOTE: This only concerns orders placed before 15:00 on the same day as with regular orders.

Orders are shipping only on business days, excluding national holidays.

All orders receive a tracking number so that you may track the journey of your package. The tracking number is sent to the e-mail you have provided with your order -- notify customer service should a typing error have occurred.

NOTE: Delivery times provided by the transporter are estimates and delays can occur.

Firstly, please check that the contact/delivery information you entered upon ordering is correct.

If the address remains correct and if you've found a mistake, please get in touch with our customer service. Customer service will have a look at your package and get in touch with our distributor to ensure that everything is in order. 

If the package appears underway
If our highly experienced customer service team can see from recent transporter scans that the package appears to be correctly underway, we will offer to send a replacement package but encourage customers to hold on. 
We encourage customers to hold on, as we are quite certain that the package will eventually be delivered, furthermore, to save the customer the annoyance of having to return an extra received replacement package*. 

*NOTE: It is considered theft to keep both an original order and replacement package. 

You are of course within your right to demand a replacement package to be sent straight away, to which we will comply. 
We urge our customers to keep in mind that shipping packages leaves a large carbon footprint, and if we are positive that your original order will arrive, we would like to avoid unnecessary extra shipments.
 
If the package appears lost or stuck
Should the package appear lost or stuck as confirmed by our distributor, customer service will check the contact/delivery information of the original order. If the order's information is correct (containing no typing errors and remaining complete), we will immediately pack and send a replacement package.
 
However, if the order's information is incomplete or contains errors, the responsibility of the lost package befalls the customer. Customer service will, in this case, only refund the total product amount to the customer when the package is returned to DJOIS. 

NOTE: It is not possible in a replacement package to change the products or point of delivery from that of the original order.
 
If the package is marked as delivered by the transporter
It may happen that the transporter marks a package as delivered, but nothing has been received. In this case, please contact customer service. DJOIS is responsible for the goods until they are delivered.

You will then be sent a DOR form to be filled out, wherein DJOIS and the customer will be able to legally claim that the goods have not been delivered. While the transporter investigates the situation, customer service will send a replacement package right away. 

If you received the wrong item or are missing 1 or more items from your order, please contact us and include the following information if possible:

Your order number. You will find it in your order confirmation email.

A picture of the wrong product, or a link to the wrong product in our shop.
This way we might be able to identify the mistake, and avoid others from having the same mistake happen, in case we made a mistake in the warehouse.

Thanks for helping us help others! :-)

We will immediately send out the correct items and let you know if we want you to return the wrongly delivered item(s).
All shipping costs will be at our expense of course.

On the day of delivery, you should receive an SMS and/or email from the driver letting you know roughly around what time you can expect delivery.

Small orders are shipped in a padded envelope and will just fly straight into your mailbox. If it doesn't fit, the carrier will take your parcel to the nearest post office, and leave a note in your mailbox explaining how you can pick up your parcel.

In the email with your order confirmation and receipt, you will find a tracking link. This link takes you directly to the carrier's website, where you can find information about your delivery.

It may take up to 24 hours (Monday to Friday) for the tracking to be updated from the time you received your order confirmation and receipt.

We deliver to: 

United Kingdom

Ireland

xxxx

For security reasons, we do not deliver to PO boxes.

If you have questions regarding delivery of your order, please contact us and our awsome customer service team, will be happy to help :-)