FAQ

Frequently Asked Questions (FAQ)

🛒 Orders & Payments

Q1: What payment methods do you accept?
We accept all major credit/debit cards (Visa, Mastercard, Maestro), as well as secure online payment methods available at checkout.

Q2: Can I modify or cancel my order after placing it?
Orders are usually processed within 1–2 business days. If you wish to change or cancel your order, please contact us immediately at support@nielsene-commerce.shop. Once the order has been shipped, we cannot make changes.

🚚 Shipping & Delivery

Q3: Do you offer free shipping?
Yes!

  • Denmark: Always free shipping.

  • EU countries: Free shipping on orders above DKK 449, otherwise DKK 49.

  • International: Free shipping on orders above DKK 449, otherwise DKK 99.

Q4: How long does delivery take?

  • Denmark: 2–5 business days

  • EU countries: 5–10 business days

  • International: 7–15 business days

Q5: Do you provide tracking?
Yes, once your order is shipped you will receive a confirmation email with a tracking number.

📦 Returns & Refunds

Q6: What is your return policy?
We offer 30-day free returns and exchanges. Items must be unused, undamaged, and returned in their original packaging.

Q7: How do I start a return?
Simply contact us at support@nielsene-commerce.shop with your order number. We’ll provide a prepaid return label and instructions.

Q8: How long does it take to get my refund?
Once your return is received and inspected, refunds are processed within 5–10 business days back to your original payment method.

🕯 Products & Care

Q9: Are your products handmade?
Many of our home décor items such as vases, candles, and decorative pieces are carefully designed and handcrafted by selected suppliers. Product descriptions will specify details.

Q10: How do I care for my items?

  • Vases & Ceramics: Wipe with a soft damp cloth, avoid harsh chemicals.

  • Candles: Place on heat-resistant surfaces, never leave unattended.

  • Lamps: Use recommended bulbs only, keep away from moisture.

❓ Other Questions

Q11: Do you ship outside the EU?
Yes, we ship internationally with a flat rate of DKK 99 (free above DKK 449).

Q12: How do I contact customer support?
You can reach us by email at support@nielsene-commerce.shop or by phone at +45 31 22 35 13 during business hours (Mon–Fri, 9:00–17:00 CET).