Frequently asked questions

Email us at kontakt@stilhusetnord.dk with your order number and the item you want to send back, within 30 days of receiving it. We reply with the return address and short instructions.

Please wait for that reply before posting anything — parcels sent back on their own often reach a warehouse that cannot process them.

Anything unworn and unwashed, in original condition with the tags still attached, within 30 days of delivery.

For hygiene reasons we cannot take back pierced jewellery once the seal is broken. Faulty items are handled separately, see below.

We do not swap sizes directly. Send the item back for a refund and place a new order in the size you want, so the size is not sold to someone else while your parcel is in transit.

You do, unless the item arrived faulty, damaged, or was not what you ordered — then we cover it.

Use a tracked service. Until the parcel reaches us, it is still your responsibility.

To the address we send you when you open the return — not to the sender address printed on the parcel. Those are usually warehouses that cannot handle returns, and parcels sent there are hard to recover.

Email kontakt@stilhusetnord.dk within 30 days of delivery with your order number and photos. We send a replacement or refund you, and we pay the return postage.

They usually let us settle the case straight away, without you posting anything back. They are also what we pass on when we file the claim with the supplier or the carrier.

We issue the refund within 14 days of receiving your return. Your bank or card provider then needs another 3–5 working days before it shows on your statement.

Yes — to the original payment method, for the full price of the returned items. If you return a complete order, the standard delivery charge you paid is refunded too.

We prepare and dispatch orders within 3 to 4 working days. Delivery takes 3 to 6 more on top of that.

Orders placed at the weekend or on a public holiday start processing the next working day.

It is emailed as soon as your parcel is dispatched, so it does not exist yet while the order is still being prepared. You can also follow it on our Track my order page.

If you cannot find the email, check your spam folder before getting in touch.

Tracking sometimes goes quiet for a few days while a parcel moves between carriers. On its own, that does not mean it is lost.

If nothing has moved for 7 days, or the estimated date has passed, email kontakt@stilhusetnord.dk with your order number and we will chase it.

Items are not always stored in the same place, so an order can leave in several parcels with separate tracking numbers. The rest is on its way and you are not charged extra for it.

If the remaining parcel has not arrived within a week of the first one, contact us.

Check with the people you live with, your neighbours, and any parcel box or pickup point nearby — carriers often leave parcels there and mark them delivered.

If it still has not turned up, contact us within 7 days of the delivery scan, while the carrier still holds the records.

Not at the moment. Every order ships free with tracked standard delivery, so we can't promise a specific arrival date. If you have a deadline, allow 6 to 10 business days.

We ship to a wide range of international destinations, including:

• Europe: United Kingdom, Austria, Belgium, France, Germany, Greece, Ireland, Italy, the Netherlands, Portugal, Spain (and Denmark).

 We cover all import duties, customs charges and taxes, so there's nothing extra to pay. We deliver to homes, businesses and US PO Boxes, but not to APO or FPO addresses.

We work with leading international shipping partners and reliable couriers (such as DHL, FedEx, UPS, and local postal networks depending on your destination) to ensure safe and timely delivery

Yes, as long as it has not been dispatched. Email support@stilhusetnord.dk with your order number as soon as you can — there is a short window before the order goes to the warehouse.

Once it has shipped, the quickest route is to accept delivery and return it.

Only before dispatch. Send us the corrected address with your order number straight away and we will update it if the order has not left yet.

Carriers cannot redirect a parcel once it is in their network.

If the order has not been dispatched, yes — tell us which item and we remove it and refund that part. After dispatch it has to go through the normal return.

Sometimes, but we cannot promise it — stock depends on what our suppliers can produce. We do not run back-in-stock alerts at the moment, so the newsletter is the best way to hear when a range returns.

Check your spam folder first, then the address you typed at checkout — a single wrong character is the usual cause.

If it is still missing, email kontakt@stilhusetnord.dk with the name and address you ordered under and we will resend it. A missing email does not mean the order failed.

Sizing varies between ranges, so go by the measurements on the product page rather than the size you usually take.

The easiest check: measure a garment you already own and like the fit of, laid flat, and compare.

In the product description, under the images. If the measurement you need is not listed, email support@stilhusetnord.dk with the product name and we will get it for you before you order.

Follow the care label in the garment — it takes priority over anything general.

As a rule: wash at 30°C on a gentle cycle, turn prints and dark colours inside out, skip the tumble dryer, and dry knitwear flat rather than on a hanger.