F.A.Q.

Orders & Payments

Exchange of Christmas gift purchases

We exchange Christmas gift purchases until 24ht of January 2025.

How do I know that my order has been registered?

As soon as your order has been placed you will receive a confirmation email. Please note that the confirmation email does not contain your invoice. Once your order has been shipped you will receive an email from us with your tracking information. This information allows you to follow the progress of your shipment, and the expected delivery time.The invoice is your receipt for your purchase.

Can I cancel or modify my order?

Modifying or cancelling an order is possible as long as the item(s) has not entered the packaging or shipping stage. If you would like to modify your order or part of your order, please contact us at help@stoy.com

Shipping

Where are you shipping from?

All orders are shipped from Denmark.
Which carriers deliver my order?

For domestic orders, we use GLS, PostNord, and DAO.

For deliveries within Europe, GLS handles most countries.

For international shipments outside Europe, FedEx and DHL are responsible for delivery.
When is my order shipped?

We aim to ship out all orders placed before 11.00 Mon-Friday. You’ll then receive a separate email with shipping instructions.

Shipping usually takes:

1-2 business days for domestic orders

2-4 business days for international orders
Is VAT included?

For orders shipped within the EU, tax is included in the listed product price.

For orders outside the EU, tax is not included in the listed price.

Please note that taxes and duties will not be calculated at checkout and will be due upon delivery.
Are custom and import duties charged?

Orders shipped outside the EU are subject to local taxes, customs duties, and import fees, which are payable upon receipt of the parcel.

Please note that these charges are not calculated at check out on stoy.com
I chose in-store pickup. When can I pick it up?

You can pick up your order 24 hours after it’s been processed. During busy periods or holiday seasons, please note that it may take longer. We’ll do our best to minimize any delays, and you’ll receive a notification when your order is ready for collection.

During the renovation period from January 12th to February 5th, you can pick up your order Monday to Friday between 8:00 - 15:00.

Please note that the store doors will be closed, and we kindly ask you to call customer service at +45 41 95 54 44 when you arrive to pick up your package.

Returns

What is your return policy on sale items?

We offer a 14 day return policy on all sale priced items purchased online. You can return items within this time frame for a full refund, exchange, or store credit, provided the items are unused, undamaged, and in their original packaging.

For sale items bought in-store, the return period is 7 days. Items must still be unused, undamaged, and in their original packaging to qualify for a return.
How do i return an item?

To be eligible for a return, all items must be unworn, in their original condition, with all tags and packaging intact. The return shipping fee is the responsibility of the customer. We recommend using a reliable carrier that provides tracking and insurance for your return. The return must be

Please send returns to:
Attn: Returns
Viengevej 3A
8240 Risskov
Denmark

For domestic orders, a return label is provided, and a fee of 39 DKK will be deducted from your final refund if the label is used.
How do I exchange an item?

Exchanges are only available for domestic orders. To request an exchange, please fill out the return form included in your parcel and return the item that does not fit you.
When will I receive my refund?

Your return may take up to 2 business days to process once it has arrived at our facility. Once approved, your refund will be issued to the same payment method used for the original purchase.

Please note that it may take up to 7 days for the refund to appear in your account.
Can i return my item at the store?

Please contact our customer care team at help@stoy.com if you wish to exchange or return an in-store purchase during our renovation, from January 12th to February 5th.