FAQ / Frequently Asked Questions

What is the delivery time?
We aim for next-day delivery in Denmark on all weekdays.
If you place your order before 1:00 PM on a weekday, it will usually be dispatched the same day.
During sale periods, however, delivery times will be slightly longer.

I am having trouble with a discount code
Please contact us FIRST by email (info@acorns.dk) if you experience problems with a discount code.
Once your order and payment HAVE been completed, you as a customer have accepted the price – and we cannot subsequently add the code/adjust the price of an item and/or refund the discount amount.

NOTE – discount codes only apply to stock items and therefore not to special orders or pre-orders.

Can I cancel my order?
No. Unfortunately, we cannot cancel an order that has already been completed and approved, as we process and pack orders in the order they are received - and we prioritise fast delivery.
If you have ordered something you cannot use, you can return it as soon as you receive the package. Find information about returns here >

How long do I have to pick up the package at the GLS Parcel Shop?
Your package will remain at the parcel shop for 7 days, after which it will automatically be returned to us.
According to the Danish Sale of Goods Act (read more here), you cannot cancel a purchase simply by failing to pick up your package at the GLS Parcel Shop.
You MUST notify us that you wish to cancel the purchase if you want a refund for an uncollected package.
We are happy to resend uncollected packages upon request by email: info@acorns.dk - subject to payment of the actual extra costs from GLS: DKK 104.
If you do not wish the package to be resent, DKK 104 will be deducted from the refund, provided that the cancellation occurred within the return period.
NOTE - if you want a refund for an uncollected package, you must contact us within 5 days after the package has been returned to us. You can do this by replying to our email or by contacting us at: info@acorns.dk
If you do not reply to our email within 5 days, your right of cancellation will lapse.

How do I return an item?
It is optional whether you want to return the item on your own or if you want to use our return system.
More about returns here >

When will I receive my refund after returning an item?
We will refund the purchase amount once we have processed and approved your return.
The entire return process, from the day you send the package until the money is back in your account, normally takes 10-14 business days (Monday-Friday).
The amount will be refunded via the same payment method used for the purchase.
Payments via MobilePay will, upon refund, be visible on the account linked to your MobilePay and not in the app on your phone.

We do not send emails when we receive your return package - but we initiate the refund as soon as your return is processed and approved at the warehouse.
You can check the status of your package using the GLS link, which you receive when your return package is submitted.
When we refund the amount to you, an email will be sent. It may land in "spam", "promotions" or "junk mail" in your email program, as it is an automatically generated email.

Have you received my return package?
You can see the status of your package by entering your tracking number at GLS here >

What do I do if I have been refunded the wrong amount?
First, check what you paid for the item. You may have forgotten that you entered a discount code or bought the item at a reduced price.
If you used our return label, DKK 55 will have been deducted for shipping to GLS.
If you purchased several items together and returned one or more items from a combined order, your right to free shipping - which requires a purchase of at least DKK 499 (full-price items) - may have been lost. In such a case, the postage of DKK 49 or 69 will be deducted upon refund, just as if you had originally placed an order for less than DKK 499.
If the refund amount is still incorrect, please send us an email at info@acorns.dk

How do I exchange for a different size?
If you wish to exchange an item for a different size, you can create an exchange order via the Acorns Returns Portal.

Why is there no return label in the package?
For environmental reasons, we print as little as possible.
Return labels can be ordered online here >

Do I have to pay for the return myself?
Yes. We follow the Danish Sale of Goods Act - and according to it, as a customer, you must pay to return an item purchased online.
You can conveniently choose what you want via the Acorns Returns Portal.

I haven't received a return label by email?
Check your email program - our label might be in "spam", "junk mail", "promotions" or "advertising".
If you still haven't received it, send us an email at info@acorns.dk

Why can't I return to a parcel shop?
We handle a large number of packages in and out of the warehouse every single day and are unable to also pick up packages delivered to parcel shops.
If you choose to handle the return yourself, please ensure that it is delivered directly to our address.

I have signed up for the newsletter - but haven't received my welcome email?
Check your email program - our emails might land in "spam", "junk mail", "promotions" or "advertising".
If you still haven't received it, send us an email at info@acorns.dk
NOTE - if you have signed up before, you will not receive a welcome code by email, as the system can recognise the email and therefore will not send a new one :)

I have a question - how do I get in touch with you?
Send us an email at info@acorns.dk
(Emails are answered on weekdays 9 AM - 4 PM).
If you have a question about your order, please remember to state the order number so we can find you in the system.
You can also contact us via the chat function on the front page of the shop :)