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Q&A

Q&As Hust & Claire

Here you can find answers to our most frequently asked customer service questions.

CAN I CHANGE MY ORDER ONLINE?
Once your order has been confirmed, it is not possible to change it online. The reason is that your order is forwarded to the warehouse the second it is confirmed. Therefore, if you want to make changes to your order, you must contact our customer services department. Email: support@claire.dk If you want to add something to your order, you can place a new order in the online shop.

CAN I CANCEL MY ORDER ONLINE?
No, unfortunately you can't cancel your order online. The reason is that we send your order to the warehouse the second it is confirmed to ensure fast delivery. If you need to cancel your order, please contact our customer services department.

HAS MY ORDER BEEN SENT?
As soon as your order is shipped from our warehouse, we'll send you an email with invoice information and a Track & Trace number so you can track your package.

CAN I TRACK MY ORDER?
Yes, you will receive a tracking number so you can track your package.

I HAVE NOT RECEIVED THE PRODUCTS I ORDERED

If the packing slip lists an item that is not included in your package, please contact customer services by email: support@claire.dk or call us on +45 9715 3122. State the order number and item number/name of the missing item. We will then investigate the matter.

THERE WAS A MISTAKE WITH MY ORDER
Mistakes can happen, although we do our best to make sure that they don't. If you find that there is a mistake with your order, please contact customer services either by email: support@claire.dk or call us on +45 9715 3122 - and we'll take care of it.

DELIVERY TIME
Delivery will be 1-3 business days after the order is placed.

HOW DO I PAY FOR MY ORDER?
We accept the following payment types: Credit cards: Dankort, Visa/Dankort, VISA, Mastercard
 Debit cards: VISA Electron


IS IT SAFE TO ORDER PRODUCTS ONLINE?
We use security accredited systems for your order and payment, so we always offer our customers the highest possible security. We use the best encryption software on the market, Secure Sockets Layer (SSL). This encrypts sensitive information such as name, address and credit card information. This means that all information sent between your computer and our website cannot be read by others. This technology includes the following: Authentication - your browser knows that your data has been sent to the correct computer server, and that the server is secure
 Encryption - your data is encrypted, so it can only be read by the secure server via SSL technology
 Data Integrity - the transferred data is checked to ensure that it has not been changed.
 Neither Hust & Claire nor our suppliers have access to your card details. These are only known by our payment provider's system, as stated in the terms. They are also responsible for all necessary approvals connected with your payment in our online shop.

WHEN WILL THE AMOUNT BE DEDUCTED FROM MY ACCOUNT?

The amount will only be deducted from your account once the product has been shipped from our warehouse.

MY PAYMENT WAS NOT APPROVED
If your payment is not approved, no amount will be deducted from your account and your order will not be processed. You will immediately see a message on the screen that the payment has failed. Try to complete the payment again; you might have mistyped or your card may have expired.

WHAT ARE DISCOUNT CODES?
A discount code is a code that gives you access to discounts in the online shop. Discount codes can be received through offers in newsletters, for example. For instructions on how to use the code, see the next point.

HOW DO I USE MY DISCOUNT CODE?
The discount code is unique and must be entered when you reach the payment on the online shop. Once the discount code has been entered in the specified box, the discount will be applied to the total order.

I FORGOT TO USE MY DISCOUNT CODE
If you did not enter your discount code at checkout, the discount cannot be applied to the order. Instead, you can use the code next time you buy from our online shop.

DO DISCOUNT CODES AFFECT MY RIGHT TO RETURN THE ITEMS?
If you received a discount on an item as a result of using a discount code, you will be refunded the purchase amount upon return of the item. We do not issue a new discount code, even if the item you are returning was purchased with a discount code.

HOW DO I RETURN AN ITEM?
If you would like to return an item, please read the returns instructions on the packing slip found within the package. When you return an item, you can use the enclosed prepaid returns label. If you use this label, the amount (45 DKK) will simply be deducted from your total refund for the item. Read more about our returns policy here.
If you return an item and choose not to use our prepaid returns label, it is important that you save your postage receipt as it is your proof that you have sent the item.

COMPLAINTS - THE ITEM I RECEIVED IS FAULTY OR DEFECTIVE

If you believe that an item you received is faulty or defective, please return the item to us in the same condition that you received it, as soon as possible and within 30 days of delivery. If you contact customer services, we ask that you have the following information available: Your order number, item name or number, and information about the error.

I RECEIVED AN INCORRECT ITEM

If you have received an incorrect item, we apologise and ask that you promptly return the item, so the purchase amount can be refunded or the item exchanged.

HAVE YOU RECEIVED MY RETURNED ITEMS?
It can take up to 10 business days for us to receive and process your returned items. In the unlikely event that this process takes longer than this, you are welcome to contact customer services. Please be aware that when investigating lost packages, it can take 14 days before a refund can be issued.

I RECEIVED AN INCORRECT REFUND

If you believe you haven't received the correct amount, please contact customer services and provide your order number as well as the correct amount. Please note: Delivery costs are refundable only in cases of damaged or defective items.

CAN YOU GIVE ME MORE INFORMATION ON A PRODUCT?

We try to give you all the information we can about our products, to make it easy for you to choose the right ones. Next to each product you can see a description of the item. If you still have questions about an item, you can contact customer services with the name of the item and we'll do our best to answer your questions as soon as possible.

I'VE SEEN AN ITEM ADVERTISED, BUT I CAN'T FIND IT ON THE WEBSITE

Just enter the product name or code in the search box at the top of the page. This will take you directly to the right page, unless the items are sold out.

HOW DO I SUBSCRIBE TO THE HUST & CLAIRE NEWSLETTER?

You can subscribe to our newsletter in three ways: On the delivery page when completing an order 
 At the top of the landing page there is a box you can fill out to receive newsletters
 Click the link here


TECHNICAL DIFFICULTIES

If you encounter any technical difficulties, we recommend that you make sure you have the latest updates for your operating system and your browser. If you still experience problems using our online shop, you are always welcome to contact customer services department, who will be very happy to help you.

HOW DO I GET IN CONTACT WITH YOU?

If you haven't received an answer to your question on this page, please contact customer services, who will respond as soon as possible.

Contacting Hust & Claire's Customer Services
Send your inquiry to support@claire.dk
Call us on +45 9715 3122
The customer service department is open Monday-Thursday 8:00 to 16:30 and Friday 8:00 to 14:00