Refund & Returns Policy

1. The short version

• How long: 30 days from delivery to change your mind, under our own returns policy. Danish law separately gives you 14 days to withdraw from a distance purchase, and 2 years to complain about a faulty item.
• Contact us first: always. We confirm the return address before you send anything back.
• Who pays: you pay return shipping if you have simply changed your mind. We pay it if the item is faulty, damaged, incorrect or not as described.
• What is excluded: shoes that have been worn outdoors, items damaged after delivery, shoes sent back without their original box, made-to-order and personalised pairs, and gift cards. These exclusions apply to our own policy only — never to a faulty or non-conforming item.
• Trying them on: try shoes on indoors, on a clean floor, as you would in a shop. Once they have been worn outside, the soles show it, and we may reduce your refund — see section 10.
• Part exchanges: possible, but only by prior agreement. Ask us before you send anything.
• How long a refund takes: within 10 business days of us receiving and checking the return, to the original payment method. Where you are exercising your statutory right of withdrawal, within 14 days of us receiving the goods back or your proof of return, whichever is earlier.
• No customs charges: stock ships from our warehouse in Copenhagen, so there is nothing to pay on import and nothing to reclaim.

This summary is for orientation. The sections below are the terms that apply.

2. Three different rights, and how they fit together

ENKEL SHOP LTD is registered in Hong Kong SAR and sells to consumers in Denmark. Because we direct our business at Danish consumers, the mandatory consumer-protection rules of Danish law apply to your purchase whatever any governing-law clause says. Nothing on this page, or in our Terms of Service, takes away or limits those rights.

You therefore have three separate things to draw on:

• Our 30-day returns policy (sections 4 and 5). A goodwill offer we make voluntarily. It is longer than the law requires, and it comes with conditions and exclusions we set ourselves.
• Your statutory right of withdrawal — 14 days (section 6). The distance-selling right under the Danish Forbrugeraftaleloven, which implements the EU Consumer Rights Directive. You can cancel without giving a reason.
• Your reklamationsret — 2 years (section 7). The right under the Danish Købeloven to complain about goods that are not as they should be. This is your most valuable right and it has nothing to do with changing your mind.

Our own policy is offered in addition to your statutory rights and never in place of them. The exclusions and conditions in our policy do not apply to items that are faulty, damaged on arrival, incorrect, or otherwise not as described. In those cases your statutory rights govern, and they are wider than anything we offer. If our policy and the law ever point in different directions, the law wins.

3. Cancelling before dispatch

If your order has not shipped yet, send us your order number through our contact form and we will cancel it and refund you in full, including delivery. Once an item is with the carrier we may not be able to stop it, and you will need to refuse the delivery or return it instead.

4. Our 30-day returns policy

You can return most items within 30 days of delivery for a refund, provided they are in their original condition, have not been worn outdoors, and come back in their original shoe box with the tags and any protective wrapping intact.

The box counts. For footwear it is part of what you bought, not packaging to be thrown away, so please send it back undamaged and inside an outer carton or bag rather than taping a label to the box itself.

The two windows run alongside each other. In the first 14 days you can use either this policy or your statutory right of withdrawal, whichever suits you — the statutory route is usually better for you, because it obliges us to refund the standard outbound delivery charge as well. From day 15 to day 30, this policy is what applies.

Contact us first in either case. Section 8 explains how to start a return.

5. What our 30-day policy does not cover

The following are excluded from our own 30-day policy. They are not excluded from your statutory rights where the item is faulty, incorrect or not as described.

• Shoes that have been worn outdoors. Trying a pair on indoors is fine. Once they have been walked in outside, so the soles are scuffed or dirtied, or once they have been resoled, stretched, dyed or otherwise altered, we cannot take them back under this policy.
• Items damaged after delivery — in wear, in storage, or on the way back to us because they were not packed well enough to travel.
• Made-to-order, custom or personalised pairs, including made-to-measure lasts, custom finishes and monogramming.
• Items marked final sale, clearance, ex-display or sample at the time of purchase.
• Gift cards.
• Sealed items that are not suitable for return once opened, for health or hygiene reasons, where the seal has been broken.
• Shoes returned without their original box, or with the box crushed, torn or used as the outer shipping carton.

Where an exclusion applies we say so clearly on the product page before you buy.

Two of these are also exceptions to the statutory right of withdrawal under Forbrugeraftaleloven: goods made to your specification or clearly personalised, and sealed goods unsealed after delivery where return is not appropriate for health or hygiene reasons. The others are our own conditions, and a sale item, or a pair you have only tried on indoors, can still be withdrawn from within the first 14 days.

6. Your 14-day statutory right of withdrawal

As a consumer buying at a distance you have 14 days to withdraw from the contract without giving a reason, under the Danish Forbrugeraftaleloven implementing the EU Consumer Rights Directive.

When the clock starts. The 14 days run from the day you, or someone you nominate other than the carrier, take physical possession of the goods. If your order arrives in several parts, it runs from the day you receive the last item.

How to withdraw. Tell us within the 14 days, in a clear statement, using our contact form or by post to ENKEL SHOP LTD, Suite C, Level 7, World Trust Tower, 50 Stanley Street, Hong Kong. Simply sending the goods back without telling us is not enough, and we cannot accept a return at an address we have not confirmed. You may use the standard model withdrawal form if you wish, but you do not have to.

Trying the shoes on. You may handle and examine the goods as you would in a shop — unbox them, look at them, and try both shoes on indoors, on a clean floor, to check the size and fit. If you go further than that and the value of the goods is reduced as a result, we may deduct the loss in value from your refund. Wearing shoes outdoors is the usual way that happens, because the soles pick up wear and dirt that cannot be undone. See section 10.

Sending it back. Send the goods back without undue delay and in any event within 14 days of telling us you are withdrawing. You bear the direct cost of returning the goods. Shoes go back as an ordinary parcel; section 9 explains who pays what and who carries the risk in transit.

Your refund. We will refund everything you paid, including the standard outbound delivery charge, within 14 days of receiving the goods back or of you giving us proof that you have sent them, whichever comes first. If you chose a delivery upgrade, we refund the standard rate rather than the premium.

Model withdrawal form. You can copy the text below, fill it in and send it to us. [TO CONFIRM: replace with the official Danish-language model withdrawal form as set out in the annex to Forbrugeraftaleloven, and confirm whether it must also be offered as a downloadable document.]

“To ENKEL SHOP LTD, Suite C, Level 7, World Trust Tower, 50 Stanley Street, Hong Kong — [TO CONFIRM: returns contact address]: I hereby give notice that I withdraw from my contract of sale of the following goods: [items]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Signature (only if this form is sent on paper). Date: [date].”

7. Reklamationsret: your two-year right to complain

Separately from anything above, Danish law gives you a reklamationsret of 2 years from delivery under the Købeloven. If an item does not conform to the contract — it is faulty, does not match its description or our images, lacks a quality you could reasonably expect of footwear of that kind, or was damaged before it reached you — a seam that opens, a sole that separates, a heel that gives way in normal use — you can complain to us and we must put it right. You do not pay for that.

Tell us as soon as you reasonably can after you notice the problem. A complaint made within two months of you discovering it is always made in time.

Who has to prove what. If a defect appears in the first 12 months after delivery, it is presumed to have been there at delivery unless we can show otherwise. After that, you may be asked to show that the fault is inherent rather than caused by use.

What you can ask for, in order.

• First: repair or replacement. You choose which, free of charge, within a reasonable time and without significant inconvenience to you. We may propose the other remedy only if the one you chose is impossible or would cost us disproportionately more. We pay any carriage, labour and materials.
• Then: a price reduction, or cancelling the purchase. If we do not repair or replace within a reasonable time, if the attempt fails or causes you significant inconvenience, or if the defect reappears, you can ask for a proportionate reduction in the price or cancel and be refunded. Cancellation is available where the defect is more than insignificant.

Cancelling means returning the item and getting your money back. We pay the cost of returning it.

What is not a defect. Natural variation in leather and other natural materials — grain, colour and markings — and ordinary wear from normal use, such as soles, heel tips and insoles wearing down over time, are characteristics rather than faults. Nor is a pair that turns out not to fit you, damage you have caused, or damage from misuse, unsuitable cleaning or failure to follow the care instructions. See our Terms of Service.

Any manufacturer guarantee we pass on is extra. It sits on top of your reklamationsret and never replaces it.

8. How to start a return

Use our contact form, giving your order number, the items concerned, and whether you have changed your mind or something is wrong with the item. We will confirm the return address in writing and send you instructions.

Please wait for our confirmation before shipping anything. We cannot process returns sent to an address we have not confirmed, and unannounced deliveries may be refused. [TO CONFIRM: the returns address in Copenhagen we issue to customers, and whether it should be published here.]

Keep your proof of postage. It is what starts the refund clock if you are withdrawing under section 6.

9. Return shipping: who pays and who carries the risk

If you have simply changed your mind, you pay the cost of getting the item back to us. Under our own 30-day policy the original outbound delivery charge is not refunded either; under the statutory right of withdrawal in section 6 it is.

If the item is faulty, damaged, incorrect or not as described, we pay the return shipping. You will never be out of pocket for our mistake.

Risk in transit. On the way out to you, the goods are at our risk until they are delivered. On the way back, if you arrange the return yourself, please use a tracked service and pack the parcel properly — the shoe box inside an outer carton or bag — because you are responsible for the goods until they reach us, and we cannot refund a return that is lost or destroyed on the way back. Where we arrange the collection, the risk is ours from the point the carrier takes the parcel.

10. Condition and reduced value

Handle items as you would in a shop. You may unbox a pair and try both shoes on indoors, on a clean floor, for as long as it takes to judge the size and fit. If the value is reduced by handling beyond that — a pair worn outdoors, with the soles scuffed or dirtied; shoes that have been stretched, resoled or dyed; a box damaged beyond use — we may reduce your refund to reflect the loss in value. We will always tell you before we do, explain why, and set out how we arrived at the figure.

A deduction for reduced value is not a way of refusing a return. Where you are withdrawing under section 6, we still refund the balance within 14 days.

Keep the shoe box until you are sure you are keeping the shoes. For footwear the box is part of the product as well as what protects it in transit, so a return without it, or with it damaged, is worth less to us than the pair you received.

11. Damaged, faulty or incorrect items

Please inspect your delivery on arrival. If there is visible damage to the packaging, note it on the carrier's paperwork if you can, and photograph the packaging and the item before unpacking further.

Tell us within 14 days of delivery through our contact form, giving your order number and a description of the problem. We will reply so you can send us your photographs, then arrange a replacement, a repair or a full refund including all shipping costs — whichever you prefer and we can reasonably provide. We usually will not need the item back, but if we do, we arrange and pay for the collection.

The 14-day window is how we would like to hear about transit damage, because it lets us claim against the carrier. It does not cut short your 2-year reklamationsret. A fault that appears later is still covered — report it when you notice it and section 7 applies.

12. Refunds: how much, how and when

Refunds go back to the original payment method, in the currency you paid — Danish kroner or euro. We cannot refund to a different card or account. We will email you when the refund is sent; your bank or card issuer may take a few more days to show it.

Timing. Under our own 30-day policy we refund within 10 business days of receiving and checking the return. Where you are exercising the statutory right of withdrawal, we refund within 14 days of receiving the goods back or of your proof of return, whichever is earlier.

What is included. The price you paid for the returned items, including Danish VAT at 25%, which is already in the prices shown on the site. Where you withdraw under section 6, the standard outbound delivery charge as well. Under our own policy the outbound charge is not refunded. Delivery upgrades are refunded at the standard rate.

No customs charges to reclaim. Our stock ships from a warehouse in Copenhagen, so goods delivered in Denmark are already in free circulation in the EU. There are no import duties or import VAT on your order, and nothing to reclaim from any customs authority.

13. Part exchanges

The quickest way to change size or colour is to return the pair for a refund and place a new order, so you are not waiting on stock.

Part exchanges must be agreed with us in writing before you send anything back. They are offered case by case rather than as a right, and depend on the pair, its condition and what you want in its place. Use our contact form first, telling us your order number, what you have and what you would like instead. We will confirm whether we can accept it and on what terms, including any difference in price and who pays the carriage. We cannot process a part exchange for something that arrives without that agreement already in place.

Agreeing to a part exchange does not affect your statutory rights, and declining one does not remove any right you have under sections 6 or 7.

14. Late or missing deliveries

If your order has not arrived by the delivery date we agreed, tell us and we will chase the carrier. If we still cannot deliver within a reasonable further period that you set, you can cancel the order and we will refund you in full.

If tracking shows your order as delivered but you cannot find it, check with your neighbours and building management first, then contact us within 14 days. We will open an investigation with the carrier and, if the parcel cannot be located, send a replacement or refund you.

15. If something goes wrong: complaints

Please come to us first through our contact form. Most things are quicker to fix directly. If you are not satisfied with how we have handled a complaint, say so and we will escalate it internally and reply in writing.

If we still cannot agree, you can take a consumer complaint to the Danish complaints system run by Nævnenes Hus: first Center for Klageløsning, which attempts mediation, and then Forbrugerklagenævnet if mediation does not resolve it. [TO CONFIRM: current filing route, fee, and the minimum and maximum claim values for goods, which are indexed and change — see Nævnenes Hus for the figures in force.]

We should be straight with you about one thing: ENKEL SHOP LTD is established in Hong Kong SAR, outside the EU. A Danish complaints board's jurisdiction over a trader established outside the EU may be limited, and any decision may be harder to enforce against us than against a Danish trader. That does not change the fact that Danish mandatory consumer law applies to your purchase, and you can also bring a claim in the Danish courts.

We do not refer complaints to the EU Online Dispute Resolution platform. That platform ceased operating on 20 July 2025.

16. Contact us

Start a return, ask about a refund or make a complaint through our contact form. By post: ENKEL SHOP LTD, Suite C, Level 7, World Trust Tower, 50 Stanley Street, Hong Kong. Please contact us before sending anything back — we will confirm the return address, which is not the same as our registered address.

How we handle the personal data in a return or refund request is set out in our Privacy Policy. The wider terms of sale are in our Terms of Service.