Refund policy

Changed your mind? You have 14 days.

You can cancel your purchase without giving a reason within 14 days of the day you, or someone you name (not the carrier), receive the goods. If your order arrives in several parcels, the 14 days run from the day the last one arrives. You can also cancel before your order arrives.

How to cancel

Tell us within the 14 days. It's enough to send your message before they run out.

The easiest way is online: click "Withdraw from contract here" at the bottom of any page of our shop. It takes you to our Cancel a purchase page. Add your name, your order and the email for your receipt, then press "Confirm withdrawal". We email you a receipt showing what you sent and when.

You can also email wait@stoop.dog or send us the form at the bottom of this page. A short, clear message is enough, and we'll confirm by email that we've got it.

Sending it back

Please don't send the goods to our business address: they go back to the brand's warehouse, not to us. (Letters, like the cancellation form, are fine to send there.) Once you've told us you're cancelling, we email you a return label with the right address. Then send the piece within 14 days of telling us, in its original packaging if you still have it.

Return shipping

If you cancel because you changed your mind, you pay for sending it back. Our return label costs about 130 kr per parcel, and we take that off your refund. You're also welcome to send it back your own way, at your own cost: just ask us for the address. If the piece is faulty, damaged or not what you ordered, we cover it.

Your refund

We refund what you paid, including the standard delivery cost, within 14 days of hearing that you're cancelling. We may wait until we have the goods back, or until you've shown us that you've sent them, whichever comes first. The refund goes back to the payment method you used, at no cost to you. If your order hadn't shipped yet, nothing was charged: we simply release the amount reserved on your card.

Condition

You can handle a piece the way you would in a shop, to see what it is and how it works. If it's been used beyond that (say, he's slept in it for a week), we may deduct the loss in value from the refund.

Faulty or not as described: your 2-year legal guarantee

The official EU notice on your legal guarantee: Your legal guarantee rights.

Under Danish law you have 2 years from delivery to complain about faults that were there when you received the piece. If a fault shows up within the first year, we assume it was there from the start. Tell us within a reasonable time after you notice it; within 2 months always counts as in time. You choose whether we repair the piece or send a new one, as long as that's possible. If we can't or won't do it within a reasonable time, if it doesn't fix the problem, or if the fault is serious, you can get a price reduction or, unless the fault is minor, your money back. We cover the return costs. More about your rights: europa.eu/youreurope/guarantees.

Withdrawal form

Only fill this in and send it if you want to cancel your purchase.

(complete and return this form only if you wish to withdraw from the contract)

— To: Eduardo Pellegrino (stoop), Kastrupvej 69, 2300 København S, Denmark, wait@stoop.dog:
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
— Ordered on (*)/received on (*),
— Name of consumer(s),
— Address of consumer(s),
— Signature of consumer(s) (only if this form is notified on paper),
— Date

(*) Delete as appropriate.