FAQ

We are happy to help you in case you have any questions. But you might be lucky to find the answer to your question right here.

Find out more in our frequently asked questions (FAQs) below.

 

Can't find an answer to your question? You are always welcome to contact us at onlinesupport@hummel.dk

 

Orders

Can I make changes to an order I made?

We are sorry, but we cannot make changes to your order or address information once the order has been placed, since our order processes run automatically.

However, we might be able to stop your order from being dispatched, depending on the status of the order.

In case you regret the content of your order, you can deny receiving it and it will be returned to our warehouse and refunded.

In case you accidently made an error in the address information, DHL might also return it to us depending on the type of error. In that case, your order will be refunded.

I have placed an order but haven't received an order confirmation - is my order accepted?

Please check your e-mail spam filter first.

In case you don't find your order confirmation here, there is a risk that your order hasn't been properly registered. Please contact us to confirm that your order has been accepted. Your payment will not be charged until we dispatch your order.

Delivery

To which countries do you ship?

We ship to the following countries: Austria, Czech Republic, France, Poland, Romania, Slovakia, Slovenia, Spain (mainland) and Sweden.

What is the delivery time?

**EXTENDED DELIVERY TIME

During holiday or promotional periods (such as Black Friday and Cyber Monday) delivery times can be impacted resulting in delayed shipments. This is due to significant increases in order volume.
When your order leaves our warehouse, we will send you an e-mail.

 

We deliver in 4-7 business days with DHL* after you have placed your order with us. If you haven't received your order at this point, please contact us and we will inform you of your tracking number. 

*Deliveres to Sweden is shipped with PostNord.

 

Can I track my delivery?

Yes, once your order has been dispatched, you will receive an e-mail from us containing your invoice and tracking number.

My order seems to be delayed - what should I do?

If your delivery has not appeared after 7 business days, please contact us at onlinesupport@hummel.dk.

Please include your order number. We will then investigate your order status and get back to you as soon as possible.

 

Returns

Can I return an item for an exchange instead of a refund?

Unfortunately, we are not able to offer an exchange service - instead your order will be refunded and you can place a new order.

What can I do, if I bought an item on sale and I need to get another size, but the offer has expired?

Unfortunately, it is not possible to place an order on an item at a reduced price, if the offer has expired. We recommend that you order both sizes, if you are in doubt and want to use the offer. Afterwards, you can then make use of your return rights.

I wish to buy something as a Christmas present – do you offer extended returns?

Yes, we have chosen to extend our return policy on all orders made between November 24 and December 24, 2020. These items can be refunded until January 23, 2020. This makes it easier for you to kick off your Christmas shopping early.

How do I return my order?

Anyone changing their mind about a purchase and wishing to return one or more articles should proceed as follows:

1. E-mail us on onlinesupport@hummel.dk no later than 14 days after receipt, stating the order number and the items you have changed your mind about purchasing.

2. Wait for Customer Service to send you a return label, which can then be used for the return consignment. The return label’s value of 6 EUR will be offset against your refund.

3. Pack the item, and complete and attach the return slip received with the delivery.

4. Drop off the parcel at the nearest parcel shop/post office for which the return label is valid. Remember to obtain and keep a receipt for delivery of the parcel.

How long will it take before I receive my refund?

Please allow for 2-3 business days after we have received your return until your refund is complete. In rare occasions, it might take longer, but if you haven't received your refund within two weeks, please contact us.

Please be aware that the time it takes for a refund to become visible in your bank account often depends on your bank.

Please note that refunds to Mastercard credit card take longer, often up to current month + the next month until your refund is visible on your bank statement. 

My product is faulty - what should I do?

We have a very strict quality control and we ensure that our products are tested regularly. However, should you need to file a complaint regarding a product purchased on hummel.co.uk, you can read more about how to make a claim in our return policy.

Please note that we are not able to handle claims on products purchased at another retailer. 

I am buying a present - how can it be returned?

You or the receiver of the present are welcome to return the product. Please save your e-mail with the invoice for reference.

Please note that we can only refund to the payment solution that was applied at the order placement.

You can read more about how to return in our return policy.

Payment

I experience problems during checkout – what do I do?

Please try another browser, preferably Google Chrome, Safari or Mozilla Firefox.

If this doesn't help, there might be a technical error and we would love to hear from you, so we can solve the problem and help you finish your order.

Where can I redeem my discount code?

If you have a discount code, you can redeem it by going to the shopping cart in the upper right corner. In the right side under the box with images of payment solutions, you will find the field PROMOTION CODE. Click on this, paste in your code and click ‘Apply’. Your discount is now activated if it is valid for the items in your cart.

 

Discount codes and gift certificates

Can discount codes be used on reduced items?

No, discount codes cannot be used on reduced items.No, discount codes cannot be used on reduced items.

Can I combine several discount codes?

No, it is not possible to combine discount codes. You can only use one discount code per order.

How do I use a discount code?

The discount code must be entered in the basket or at the till before you complete your purchase. There will be a field where you can type in or copy in your discount code. Please be aware that it is case sensitive and there must be no spaces.

I have already completed my purchase - can I use my discount code?

No, unfortunately, you cannot use a discount code if your purchase has already been completed. All the orders are handled as quickly as possible after completion, so it is not possible to use a discount code on an order that has already been completed.

The discount code does not work?

Please be aware that it is case sensitive and there must be no spaces. If you have received a discount code by e-mail, you can copy and paste it into the discount code field to avoid typing errors.

There may be particular conditions for your discount code. Check to see if the discount code can be used for the items that you have in your basket. The conditions will be set out in the e-mail you received containing the discount code.

If you are still experiencing problems, please feel free to contact our customer services department.

Can I buy a gift certificate for the hummel online shop?

Unfortunately, we are not able to offer gift certificates for use in the hummel online shop. But if you are looking for a present, remember that the recipient is welcome to return it within 14 days. Just keep the return label and the confirmation of shipment as these will be required for return.

I have used a discount code on my order and wish to return it - will I get a new discount

It depends on which type of discount code you have used.

If you have made a purchase using a percentage discount (e.g. 10%), you will get the purchase amount refunded to your payment card and we will not issue a new discount code.

If you have purchased using a fixed sum, (e.g 20€) as a discount, please contact customer services if wish to return one or more items from the order.

Other

Can I purchase a gift card for the hummel web shop?

Unfortunately, we do not offer gift cards to our web shop at the moment. However, if you are looking for a present, the receiver is welcome to return if necessary.

I recently purchased an item on your webshop, that is now on offer - can I get the difference refunded?

If the price of your ordered item(s) is reduced within 24 hours after you have placed your order, we will refund you the difference. In that case, please contact our customer service with your order number.

Can you tell me if you are getting an item back in stock?

Yes, we would be happy to look into it. Whether an item will be back in stock or not, depends on the product and/or time of the season. Please contact us with information about the style number or product name.

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