F.A.Q.

Orders & Payments

How do I choose the correct size?

We do our best to guide you with our size guides and in the description for each product. If a product differs in fit, please check the product description for more information and guidance on the fit.
My order is a present. What do I do?

At check-out, you have the option to choose gift wrapping for your item(s). This means we will wrap your goods nicely without any extra costs. If you wish to attach a note - please leave a note to us in the comment field.
I have placed an item in my basket. When is it reserved?

The item is not reserved once placed in your basket. When your payment in the check-out is completed, your order has been reserved. Therefore, we recommend you complete your purchase as soon as possible.
How do I know that my order has been registered?

As soon as your order has been placed you will receive a confirmation e-mail. Please note that the confirmation e-mail does not contain your invoice. The invoice for your order will be send to you once the order has been completed from our end. The invoice is your receipt for your purchase. Once the order has been shipped from our warehouse you will receive an e-mail with track/trace details.
Which payment methods can I use at check-out?

You can use the following payment methods shopping at stoy.com:

Dankort/Visa Dankort
Visa
Mastercard
MobilePay
American Express
UnionPay
Bancontact
Gift card
ApplePay
GooglePay

All purchases made at stoy.com is handled by encrypted SSL-connection (Secure Socket Layer). Therefore, Stoy does not have access to your credit card information. It is only our payment solutions provider who have access to your data. Your personal contact information is always treated confidential and will not be passed on to others. 
What is 3D Secure?

3D Secure is a security endorsement developed by Visa and Mastercard with the purpose to minimize online fraud. 
When will the money be withdrawn from my account?

The amount of your purchase will be withdrawn from your bank account when we complete your order.
My order has been cancelled but the money is still reserved on my bank account. What do i do?

If the amount of your purchase is still reserved after your order has been cancelled, please contact us at help@stoy.com
Can I change my order once placed?

If you would like to change your order or part of your order, please contact us. You will have to place a new order and contact us for cancellation of your previous order. Please do not hesitate to reach out to us at help@stoy.com if any doubts.
One of the items I have ordered is sold out. What happens now?

In case we are unable to deliver your order due to discrepancies in our stock, you will be contacted by e-mail or phone as soon as possible. We remain the right to cancel your order in case our stock was incorrect at the time of order placement. On selected products it is possible to register for 'notify me' and if the desired item(s) will become available again, you will receive an email.

Shipping

When will my order arrive?

Domestic delivery and within EU happen within 1-3 business days. Deliveries to the rest of the world happen within 3-4 business days. Some locations worldwide may expect a longer delivery time.  

During extra busy periods of the year such as holidays and sale you can experience a longer delivery time in general. 

You will receive an e-mail with track/trace details once your order has been shipped. Please note that it can take 24 hours before your track/trace is activated from the carrier. 
I chose store pick up. When can I pick it up?

You will be able to collect your order after 24 hours. During busy periods or holiday seasons, we would like you to note, that it may take longer, but we will do our best to ensure that your order is ready for collection within 48 hours. We will send you an email when the order is ready.

Please note that you have 7 days to collect your order. If the order is not collected within the specified deadline, the order can be canceled without further notice.
Which shipping companies will deliver my order?

GLS delivers Domestic and Europe.

FedEx delivers to rest of the world.

What is the delivery costs?

Shipping costs:

Denmark

Pick-up in store: 0DKK
Pick-up at GLS Parcelshop: 39DKK
GLS Residential Delivery: 59DKK
GLS Business Delivery: 39DKK 

Sale items: 49DKK

Free shipping in Denmark for all orders above 500DKK. Delivery methods applicable for free shipping are GLS Parcelshop and GLS Business Delivery.

Please note, free shipping on orders above 500DKK does not apply to sale items.

EU: 10EUR
USA: 20USD
NON-EU: 20EUR

Sale items to Japan & South Korea: 35EUR
My tracking is blank/has stopped?

Please expect 24 hours before your package will be sent and registered with a track and trace number.

Packages will be sent from our warehouse on every weekday but not on national holidays and in weekends. If you place an order before 12 pm, we can guarantee that it will be shipped out the same day. Even if your order is placed after 12 pm, we will still do our best to ship it on the same day. In busy periods - like sales - please note that the delivery time may be longer.
What currency will I be charged?

You will be charged in Danish Kroner (DKK). The amount will be displayed at the bottom of the page during check-out. 
Is VAT included in the price?

All prices are included VAT until you proceed to check-out. If you live outside EU, VAT is subtracted according to your shipping destination and will be displayed at the bottom of the order summary page.
UK Deliveries

All order to UK will be shipped as usual. All orders are sold with incoterm DAP (Delivered At Place). Duties and taxes depend on the products country of origin. We desire to help you in terms of concerns and questions about duties and taxes and our products country of origin. Please do not hesitate to contact us if you have any concerns or questions at help@stoy.com
Are customs or import duties charged?

All orders are sold with incoterm DAP (Delivered At Place). Any customs or import duties are charged once your order reaches its country of destination. These charges must be paid by the recipient of the order. Please note that we unfortunately do not have any control over these charges and cannot advise you these cost in advance of your purchase. Customs policies and charges vary from country to country. If you have any doubts please reach out to your local authorities. 

The recipient takes full responsibility of all shipment charges in terms of return, duty and tax and customs handling charges related to refusal of delivery.   

Please note that we cannot undervalue orders or forward them as unsolicited gifts. 

Returns

What is the deadline for return or exchange of items?

Your right of cancellation period is 30 days shopping online and start the day you receive your order. The cancellation period is respected when your order has been returned to us within 30 days from receival.

*Please note that you have 14 days to return any sale item bought online. Your right of withdrawal starts when you have received your product(s). You have 3 days to return any sale items bought in-store (Store Torv 4, Aarhus C). 
How do I return or exchange an item?

If you wish to return or exchange an item you and you live outside Denmark, please be aware that we do not cover return expenses. You will have to arrange the return shipment from your location to our warehouse. If you live in Denmark, you can choose to use the enclosed return label. Please note that we charge a return fee of 39 DKK if you choose to use the enclosed return label.    

If you regret your purchase, please return the item in the same condition as they were received. It is important that the item has not been used and contains original wrapping and tags. We remain the right to refuse returns/exchanges if the item doesn’t comply with above mentioned criteria. 

For all returns or exchanges, please fill out the enclosed return form and invoice and forward with your item. 

Please note if you wish to exchange an order we will return your money and send you a new payment link on the email address provided. Whenever the link is paid we will ship the new item you wish. An updated order confirmation will hereafter be send to your email.  

Due to security issues, reimbursement is only possible to the same credit card or PayPal account used to perform the purchase.

Returns and exchanges must be shipped to:
STOY Online
Viengevej 3a
8240 Risskov
Denmark 

Returns or exchanges can also be made in our store at Store Torv 4 in Aarhus, Denmark. Please remember your invoice as receipt for your purchase. 
When will I receive my money from a return?

We process all returns with 2 business days.  

However, in busy periods it can take up till 5 days for us to process returns. You will receive an e-mail with the credit note for your purchase once the return has been processed.
What if the item I wish to exchange to is sold out?

In case of sold-out items, you will be contacted by phone or e-mail from our customer care team.
I bought an item in the store - can I exchange it online?

If you regret a purchase that you did in our physical store and you don't have the possibility to return it in the store, you will always have the option to send it to us by using the address below.

Stoy
Att. Return
Viengevej 3A
DK-8240 Risskov

Please remember to enclose the receipt, your full name as well as the account details to which you wish the money to be transferred to.