When can you be contacted?
Our customer service can usually be reached between 9 AM and 5:30 PM on all weekdays. If you send an email, we will sometimes reply later than 5:30 PM and on weekends. We also usually respond quickly to questions in our chat, which you can find in the bottom right corner of this page. So don't hesitate to contact us!
What does it mean to be a newsletter member?
The newsletter is for those who want to receive our news and offers before everyone else. Special offers will in some cases also only be available to newsletter members, so we can only recommend that you sign up. It's 100% free.
Where do you produce your sneakers?
Our sneakers are produced in Portugal, where we develop our models in close dialogue with a family-owned shoe manufacturer. We ensure that the quality is always top-notch by testing the products and continuously developing where quality can be improved. For us, the details make a big difference, and we are convinced that you will feel the same way.
Where can I find my order number?
If you need your order number, you can find it in your order confirmation, which we sent to the email address you used for your purchase. Should you have trouble finding your order number, please feel free to contact us.
Is shipping free?
Yes, we offer free shipping to parcel shops for all sneakers - and it's not just for a limited period, it's always!
Do you have a physical store?
We have a physical store in Aalborg at Østerågade 4C. If you would like and have the opportunity to stop by to see and try on a pair of sneakers, you are always welcome. If you're not in the area but wish to try our sneakers, please don't hesitate to contact us.
What if you don't have my size?
It may happen that we don't have your size, as we currently carry sizes 40-47 for men's styles. However, we'd still like to hear from you, as we are working on offering more sizes due to the demand we are experiencing for our sneakers.
Can I shop securely with you?
It is safe to shop with us, as we send credit card information via a secure SSL connection. We comply with applicable data protection regulations and laws and do not share your personal information with third parties without your consent. Your information is used solely to process your order and to enable us to offer you the best service.
How much does delivery cost?
We always offer free standard delivery to a parcel shop. Return shipping costs are also free for exchanges, as long as you use the return label you receive from us. For refunds, a return shipping fee of DKK 49 will be deducted from the refunded amount. The products must be returned either in the same packaging in which you received them or in equivalent packaging.
When will my package arrive?
We ship orders daily, so you can normally expect to receive your package within approximately 1-3 business days. As soon as you complete your order, you will receive a confirmation email from us to your email address, which will include your order number. You will also receive a tracking number via email, which allows you to follow the delivery status of your order. It can take up to 24 hours before the link in the email becomes active and you can track your shipment.
My package was damaged during transit
In rare cases, damage occurs to the packages we send, which we, of course, deeply regret. However, we still hope that your sneakers are complete and undamaged. If you wish to contact us due to damage, please send us an email at kundeservice@errant.dk or call +45 30 20 96 95.
Who do you use for delivery?
We ship our packages with Bring, Instabox, and GLS, where we offer free delivery to a parcel shop.
The sneaker I want to buy is out of stock
If your preferred sneaker is out of stock, you have the option to receive a reminder as soon as we have it back in stock. All you need to do is contact our customer service and let us know that you would like a reminder when the item is back in stock. For our most popular sneakers, many people may have requested a reminder when it comes back in stock. We would like to point out that we operate on a first-come, first-served basis, which means we recommend you purchase the product as soon as possible after receiving the reminder.
What payment options do I have?
We want to make it as easy and secure as possible for you to shop with us. Therefore, we use a payment system that meets all necessary requirements. In our shop, you can use the following payment methods:
• Visa (All types of Visa payment cards)
• Mastercard (All types of Mastercard payment cards)
• MobilePay
• Anyday
I ordered the wrong size, can I change my order?
If you have ordered the wrong size, please contact customer service. If your order has not yet been shipped, you may be able to cancel it. If your order has been shipped, you have a 30-day return policy, and we offer free exchange. Regardless, you can contact us by phone or email. We recommend calling, as it is often faster.
How do I use my discount code?
You enter the discount code when you are making a purchase. Follow the steps below to enter your discount code:
• Once you have selected your desired products, click on the shopping cart.
• Then you must accept the terms and conditions and click "Proceed to checkout."
• You will then arrive at the "customer information" page, where you can enter your code and click "Apply."
Can I cancel an order?
If you wish to cancel your order, please contact customer service as soon as possible. You can either call us or send an email. Calling will be the fastest option. If your order has already been packed, it cannot be canceled. In that case, you must use your 30-day right of return and send the package back to us.
Do you sell to businesses?
If, on behalf of a company, you wish to purchase, for example, 10 pairs of sneakers, please send us an email at kundeservice@errant.dk. We will then get back to you.
Do you gift wrap?
Unfortunately, we do not offer gift wrapping at this time, but we may offer it in the future.
Can I reserve an item?
Unfortunately, it is not possible to reserve a sneaker by placing it in your shopping cart. When you are ready to complete your order, you must click "Go to checkout," after which you will be guided through a few easy steps to complete the order. A sneaker can sell out even if it is in the cart, which means you should act as soon as you have made up your mind.
Where can I find my invoice/receipt?
You can find your receipt in the order confirmation that we sent to your inbox.
Are your prices inclusive of VAT?
All our prices are inclusive of VAT and other taxes. Our prices also include free delivery to a parcel shop.
Is it free to return products?
Yes, it is free to return products for exchange, as long as you have not yet used them and the packaging is intact. A return usually takes between 7-10 business days, during which you will receive an email confirmation of your return and a refund of the purchase amount once we approve the return. You must return the products in the packaging you received them in, or similar packaging. If you wish to use our free return for exchange, it is important that you use our return label. If you return for a refund, you will be charged DKK 49 for return shipping from the refunded amount. NOTE: Remember to get a receipt for your return when you drop off the package. It is free and the receipt also serves as proof of your return.
How long is my return period?
We offer a 30-day return policy from the date of purchase on unused sneakers. This means you have 30 days to exchange or return your unused sneakers. For example, if you have worn your sneakers for a week and then wish to return them, it is not possible. In that case, they will be considered used and therefore unsaleable.
If the 30-day deadline is exceeded, you unfortunately cannot exchange or return your sneakers. Your sneakers must be returned in the packaging you received them in, using the return label you receive from us. To get a return label, you must contact customer service.
Receipt: Remember to get a receipt for your return when you drop off your sneakers. It is free and the receipt also serves as proof of your return.
Do you offer free exchanges?
If you wish to exchange a pair of sneakers for a different size, simply return them and order a new pair. You can place an order immediately to ensure that the correct size is not sold out. A return usually takes between 7-10 business days. As soon as we receive your returned sneakers at our warehouse, we will refund the purchase amount and send you a confirmation that the return has been approved.
How do I return an item?
If you wish to return products, you can do so through our return portal. Here you will be able to get a return label, which makes it free for you to exchange for another model/size, or costs DKK 49 in return shipping for a refund. You then return the products in the packaging you received them in, or similar packaging, to a GLS parcel shop near you.
NOTE: Remember to get a receipt for your return when you drop off the package. It is free and the receipt also serves as proof of your return.
Please note that it is not possible to return products that have been used!
When do you refund the money?
If you wish to return your sneakers, we will refund the purchase amount. As soon as we have received and checked the returned sneaker(s) at our warehouse, we will transfer the purchase amount to your account. For credit card payments, it usually takes 1-5 business days before you receive your money.
How do I track my return?
You are always welcome to contact our customer service if you want to know the status of your product return. After we receive your returned products, we need to ensure they are unused and the packaging is intact before we can refund the purchase amount.
NOTE: If you paid with a credit card, it will take between 2-3 days before you can see the money in your account.
Is there a gift exchange tag if it's a gift?
We do not put gift exchange tags on the products we send out. We only do that in our store. If a gift is given and then wished to be exchanged or returned, simply provide the order number.
NOTE: We use secure payment options and can therefore only refund money to the credit card used.
Can I complain about the product?
If your sneakers are defective or broken, you can, of course, make a complaint. If this is the case, we kindly ask you to inform our customer service about the problem, and we will resolve it. We have not yet received any complaints, but we would be happy to hear from you if something is not as it should be.
How long does a return take?
A return usually takes between 7-10 business days. After consulting with our customer service, you will receive an email with a confirmation of your return, and we will refund the purchase amount of the products once we have approved the return.