DELIVERY AND RETURNS

TORTUS COPENHAGEN MAINTAINS FULL OWNERSHIP OF THE PRODUCTS UNTIL FULL PAYMENT HAS BEEN OBTAINED

It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you.
If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded.
It is not possible to change your order once it has been submitted. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method

ALL PACKAGES ARE SENT WITH UPS FROM OUR STUDIO IN DENMARK. YOUR ORDER WILL BE SENT WITHIN TWO WORKING WEEKS AFTER IT HAS BEEN PLACED UNLESS NOTIFIED BY TORTUS COPENHAGEN.

 
The normal delivery time from the package has left our studio is:
3-5 days after order

If nobody is at the address when UPS makes the delivery, a note is left in the mailbox and UPS leaves with the package. Another attempt to deliver will be made the next day. A total of three attempts to deliver will be made. If delivery is not possible, the package will be returned to us.
When you find the UPS note in your mailbox, contact them to arrange another delivery address,time or tell them the package can be left in your back yard etc.

You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address.

Please note that it is not possible to make a delivery to a PO box. 

Return policy

We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service. 

If you send us a mail, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products. 

If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 14 days of receipt for a refund.

When we receive the product, we will refund the value of the purchased the product, but not the original freight. 

All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund.

You must pay for the freight to return the goods and this must also be arranged by yourself. 

The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products or boxes.

You always have a 24 months warranty period if something is wrong with the product. Your claim should be send to us as soon as possible.
If your claim is justified we will refund your reasonable freight expenses.

HOW TO RETURN A PRODUCT

Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund.

Furthermore, a detailed description of the problem is necessary – if you have a claim. Remember to provide us with a receipt for your freight charges if we have to reimburse them.

Our return address is:
Tortus Copenhagen
Kompagnistraede 23A
1208 København K
Denmark


It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours. 

NEW PRODUCT

If you wish to exchange the purchased product for another product, you will have to place a new order online and return the original product for a refund 

Due to regulations and limitations regarding credit card payments, we are not able to charge your credit card a higher amount than your original order. And in order to ensure 100% security with the processed credit card payments, we will not modify the ordered amount, and therefore a new order has to be placed. 

Custom or import duties

If your delivery country charges customs or import duties - these will be charges once the package reaches the destination country. You will have to pay these charges. Unfortunately we have no control over the charges and cannot inform you what they will be. Customs policies vary widely from country to country – so if you have any questions regarding this, please contact your local customs office for further information.