Unfortunately, we can’t change your order with new information as our orders are automatic. However, we are able to cancel your order as long as it has not yet been sent. If you want to undo your order you can decide to refuse to accept your package after which it will be returned to us. As soon as we receive your denied package your will get a refund. If there are any errors in your delivery information GLS will return the package to us automatically.

Firstly, try to check your spam folder. If you still can’t find your mail there is a risk that your order has not been processed correctly. In this case you are free to contact us for us to look into whether your order has been received or not. Notice that your payment will not be withdrawn from your bank account until we have shipped your order. However, the order amount can still be reserved.

Our system will automatically send you an order confirmation and a Track & Trace number when your order has been sent. Your order can then be tracked through GLS’ website

We strive to deliver within 1-2 business days after we have received your order. If you still not have received your order within this timeframe then you are welcome to contact us. Your package might possibly be delivered to your home address unsuccessfully by GLS and will therefore afterwards be delivered to your local GLS shipping point for you to come pick it up. Customer orders will be shipped in the order they are received. In some cases, there is a risk of delayed delivery time.

If you want to return your products you should contact us within 14 days of receiving your order. When you want to complain about your order or exchange your item(s) to a different size or color it should be returned with original tags and in the original KIZOBI box or bag. Your return package should be sent in a shipping box or in a solid bag dependent on which of these your item(s) were received. Inside your received box or bag, you will find a return form. It can also be found here. If you want to return your item(s) you must fill out the return form and enclose it in the return shipment. If you live in Denmark then you can download and print out a return label from here and stick it on your box or bag. Return labels are free of charge at KIZOBI if you live in Denmark. In this case it is your own responsibility to print out the return label, stick it on your return package, and deliver it to your nearest GLS shipping point. When your return package is delivered to a shipping point, we will be able to track it through Track & Trace. As long as you use our return label you are secured if there should be any trouble during the returning process. As soon as we receive your package at our warehouse, we will strive to process your case within 5 business days. If you are living in another country then you have to send it to our address I Denmark: Trekronergade 147C, 2. Zip code: 2500 Valby.

When your return package has arrived at our ware house, it will be processed as fast as possible. This process usually takes 3-5 business days. In some cases, it will take 14 days. It will depend on your type of bank when you will receive your refund. You will receive an email when your refund has been processed.

When purchasing a product from KIZOBI you have 24 months rights to complaint. For us to be effective in handling your complaint case you should print out the return form here and fill out the reason for your complaint. You should also put your name, phone number, order number, and e-mail in the complaint. The filled-out return form should be enclosed in the package together with your defected item(s). In order to return your item(s) you must use a return label which can be printed from here free of charge if you live in Denmark. After printing it out you should attach it outside the package before you hand over your package to your local GLS shipping point for them to dispatch the package. We recommend for you to use the free return label directly from us as it contains a Track & Trace number. By using our return label, it means that we can track your package as soon as the package is delivered to the post office. As soon as we receive your package at our warehouse, we will decide whether the product should be repaired or be exchanged. If the product is no longer produced at KIZOBI you will get your money back to your bank account. Notice that the process for complaint will take up to 10 business days. If you are living in another country then you have to send it to our address in Denmark: Trekronergade 147C, 2. Zip code: 2500 Valby.

If you have purchased products with a percentage discount (i.e. 10%) then you will get the purchase amount refunded to your bank account. However, we will not give you a new discount code.