F.A.Q.

Orders & Payments

Delivery before Christmas

For delivery before Christmas online order must be placed before noon on the following dates:

Denmark: 18.12
Europe: 18.12
Rest of the world: 17.12

You can pick up your online order in-store until the 23rd of December 18.00.
Exchange of Christmas gift purchases

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

Gift wrapping

We include complimentary gift wrapping both online and in store - simply opt-in the product we should gift wrap in your cart.
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

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.

Returns

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.

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?

If you wish to exchange or return a product in-store, simply bring the item along with your order number, and our staff will be happy to assist you.

Please note that refunds will be issued to the original payment method.