Ordering and payment

I have placed an item in my basket. When is it reserved?

The item is not reserved when placed in the basket.

I have trouble regarding the size of an item.

On all shoes and sneakers you will find a size guide from the manufacturer below the product description. If you are still in doubt regarding the size, do not hesitate to contact us by chat, phone or mail.

How do I know that my order has been registered?

As soon as your order has been registered with us you will receive a confirmation email.

Please notice that this is not the same as your invoice. When your purchase has been completed you will receive an invoice by email, which also counts as your receipt.

When we ship your order you will also receive an email with relevant tracking information.

Which payment methods can I use?

You can use the following payment methods:

  • Dankort/Visa Dankort
  • Visa
  • Mastercard
  • Mobilepay
  • PayPal
  • If you wish to pay by other types of cards, you’ll have to assign them to you PayPal account

All purchases through stoy.com take place through an encrypted SSL-connection (Secure Socket Layer). Therefore, Stoy does not have access to your credit card information. It is only Nets and Bambora who have access to your data. Your personal contact information is 100% confidential and will not be passed on to others.

What is 3D Secure?

3D Secure is a security endorsement developed by Visa and Mastercard in order to minimize fraud.

Some banks do not issue 3D Secure approved cards. If you have any trouble with your payment you can set up a PayPal account.

When will the money be captured from my account?

The amount will be captured from your account when we complete your order.

My order has been cancelled but the money is still reserved on my account.

If the amount of your purchase is still reserved following cancellation, please contact us at [email protected]

Can I change my order after I placed it?

When your order has been placed, items cannot be added. If you wish another size or colour, you will have to place a new order. Please, contact us regarding cancellation or if you have any other 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 email. We remain in the right to cancel your order, in case the stock was incorrect at the time of placement of the order.


How long before my order arrives?

Time of delivery is 1-3 days in Denmark and 3-7 days in the rest of the world. Delivery time may vary in busy periods.

You will receive an email with relevant tracking information once your order has been shipped. Please, notice 24 hours can pass before you can track your parcel.

If you refuse to accept your parcel at delivery, we remain in the right to charge a fee to cover any expenses that may occur regarding return of your parcel.

Which shipping companies do you use?

We use GLS for Denmark and Sweden.

We use DHL for the rest of world.

Is VAT included in the price?

By default, product prices include VAT until you proceed to purchase your order. If you live outside EU, VAT are subtracted according to your shipping destination and displayed at the bottom of the order summary page.

However, you may be charged with local duty or taxes when the goods enter the delivery country.

What currency will I be charged in?

You will be charged in DKK. The amount will be displayed at the bottom of the page during checkout.


For how long can I return or exchange an item?

Your right of cancellation period is 30 days when shopping online. Your right of cancellation period start the day you receive your parcel. The cancellation period is respected when the parcel has been returned within 30 days from the day you received your parcel.

How do I return or exchange an item?

If you wish to return an item, you will have to pay the return freight yourself. In Denmark, you can choose to use the accompanying return label. Please notice that we charge a fee of 50 DKK when you use our return label. Please, remember to fill out the accompanying return form.

If you regret your purchase, please return the item in the same condition as when you received it. It is important that the original wrapping or container is not damaged. We remain in the right not to accept a parcel, if the original wrapping or container is damaged.

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

Return parcels must be shipped to:
STOY Online
Viengevej 3a
8240 Risskov

How long before I get my money back?

We handle any return parcels within 2 working days.
In busy periods it can be up 5 days.

You will receive an email with a credit note once we have handled your return.

What if the item I wish to exchange to is sold out?

In case of sold out items you will be contacted by email.

Is it possible to return or exchange an item in your store in Aarhus?

Yes, it is possible to return or exchange an item in our store in Aarhus. Please, bring your receipt with you.