FAQs

Orders & Payment

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. 

At check-out you have the option to opt in giftwrap for your order. These 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. 

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.

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.

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

Dankort/Visa Dankort
Visa
Mastercard
MobilePay
PayPal
ViaBill
Gift card
ApplePay

If you wish to use another card, please assign it to your PayPal account and use PayPal to complete your payment. 

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. 

3D Secure is a security endorsement developed by Visa and Mastercard with the purpose to minimize online fraud. 

If you have any trouble using the 3D Secure, we recommend you use your PayPal account instead.

The amount of your purchase will be withdrawn from your bank account when we complete your order.

If the amount of your purchase is still reserved after your order has been cancelled, please contact us at online@stoy.com

If you would like to change your order or part of your order, please contact 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 online@stoy.com if any doubts.

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. 

Shipping

Domestic delivery and within EU happen within 1-2 business days. Deliveries to the rest of the world is 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. 

You will be able to pick up your order after 24 hours. In busyness we would like you to note that it may take longer however we will try our best to make sure that your order is ready for pick up within 48 hours. We will send you a text when the order is ready.

GLS delivers our orders in Denmark and Sweden.

DHL Express delivers our orders to the rest of the world.

Shipping costs:

Denmark

Pick-up in store:                                                            0 DKK
Pick-up at GLS Parcelshop                                        29 DKK
Residential delivery with GLS                                    29 DKK
Delivery to company address:                                   29 DKK 

Free shipping in Denmark for all orders above 500 DKK. 

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

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 guarentee 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.

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

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.  

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 online@stoy.com

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

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.

If you wish to return or exchange an item you and you do not live in 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 29 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. 

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.

In case of sold-out items, you will be contacted by phone or e-mail from our customer care team.

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 Online
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.

Raffle

We are subject to the Gambling Authority's Games Rules and therefore the minimum age for participation is 16 years.

It is only allowed to participate once per. Raffle.

Please note that your participation in Raffle is binding and cannot be cancelled.

After finishing the Raffle, the winner will be contacted per. mail and then receive the product.