FAQ
If you have any questions regarding us, your order, our products etc. please, check our FAQ below. Still in doubt? You can always contact us directly via e-mail or phone.
E-mail: hello@bongusta.dk / Phone: +45 53 56 08 88
ORDERING & DELIVERING
When will the order amount be withdrawn from my account?
You will be charged once your order is packed and ready to ship.
Can I change or cancel my order after it has been confirmed?
No, once your order is confirmed, it cannot be changed. If you would like to cancel it, please email us at hello@bongusta.dk. Cancellations are only possible if the order hasn’t been shipped yet.
Will I receive a tracking number when my order has been shipped?
Yes, we will send you an email with your tracking number as soon as your order is shipped. The tracking will become active once the courier collects and scans the package, so there may be a short delay.
I received a wrong item, what do I do?
If you have received the wrong item, please get in touch with us, and we will sort it out for you and you can exchange the incorrect item. Email us at hello@bongusta.dk if this happens.
How do I find the correct size?
You can find our size guide on each product page. If you need more help, feel free to contact us.
Do I need to pay customs and import fees when purchasing outside of EU?
Yes, you will need to cover any customs or import fees if you are ordering from outside the EU.
CLAIMS
What if my item is faulty or damaged?
If your item is faulty or damaged, contact our customer service team with photos of the issue. We will help you as quickly as possible.
Can I claim a faulty item bought from one of your retailers?
If you bought the item from one of our retailers, please contact them directly for any claims.
RETURN & REFUND
Can I return my order?
Yes, you can return your order within 30 days as long as the items are in their original condition. If the items are not returned in their original state, we will not be able to process a full refund.
When will I receive my refund?
After we receive and process your return, we will send you a confirmation email. It may take up to four days after that for the refund to appear in your account.
Can I exchange an item from my order?
We do not offer exchanges. If you want a different item, please return your order and place a new one.
Is it possible to return more orders in the same package?
Yes, you can return multiple orders in one package. Just make sure to include the return form for each order, so we can process them correctly.
I lost my return slip, what do I do?
If you have lost your return form, just write down your order number and reason for return on a piece of paper and include it in the package.
OTHER
Can I get a commercial invoice sent for my order?
We do not provide commercial invoices. Your order confirmation email serves as your receipt.
How do I use my gift card?
During checkout, you will see a space to enter your gift card number. Once entered, the amount will be deducted from your total.
What happens with my gift card if I return my order?
If you return an order paid with a gift card, the refund will be added back to the same gift card, which you can use again.
Will Danish VAT be charged from my order placed outside of Denmark?
If you order from an EU country, Danish VAT will be applied. If you order from outside the EU, VAT will be deducted from your total.
Can i buy your products in a physical store?
Yes, you can find our products at selected retailers.
Still in doubt?
If your question is not answered here, feel free to contact us at hello@bongusta.dk