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FAQ

Can I cancel my order?

No, it is unfortunately not possible to cancel your order. To ensure fast delivery, we will process your order as soon as we receive it. If you do not want the ordered items, then just send them back to us with the free GLS return label, which is included in the shipment (only for orders within Denmark).

 

Can I change an article in my order?

No, it is unfortunately not possible to change an article. Once your order has been placed, we will start processing it. It is therefore not possible to change size, color, style etc.

 

Can I add an extra article to my order?

No, it is unfortunately not possible to add an extra item. If you like another item, you have to place a new order.

 

I have not received any confirmation mail from Rezet regarding my order. What do I do?

Start by checking your inbox for unwanted/spam emails, as the mail from Rezet may have landed there by mistake. If this is not the case, please contact us at online@rezetstore.dk or by phone +4533911818, so we can investigate what is wrong.

 

Can I pick up my order immediately, when I have chosen delivery at a Rezet store?

 

No, you can’t do that. All web orders are shipped from an external warehouse, so it is not possible to pick up your order the same day, you placed the order. The order must be processed and sent from our warehouse, so it will be in the store within 1-3 business days.

 

Will you get a sold-out style back in stock again?

Basically we do not restock old styles, as we prioritze selling the latest styles from the current season. Some classic styles sometimes recur in the new collections. If so, there may be a restock.

Please send your inquiry to online@rezetstore.dk with a direct link to the item and the desired size, so that we can tell if there will be a restock.

 

Can I preorder a style that is not released yet?

No, we do not accept preorders. Every style will be sold according to the first come, first served principle. You can sign up to our newsletter here or release-reminder at Messenger, to not miss out on new and limited releases.

 

Can I reserve an in-store style that is already in stock?

Yes, it is possible to put aside, if the style is not on sale or a limited release style. You should contact the store by phone to have the item put aside. You can find the shops’ phone numbers here.

 

Can I buy and get an ‘only instore’ style shipped?

Yes, you can. Simply click on the size you want to buy and then query the product through Customer Service. We will get back to you by mail with more info about the payment and shipping.

 

Is it possible to get an item sent from one Rezet store to another?

Yes, it is. We ship goods between our stores every Wednesday. You just have to contact the store where you want to pick up and buy the product. Then the staff from that particular store can contact you when the item is ready for you. You can find the shops’ phone numbers here.

 

How do I return an item purchased on the webshop?

Simply fill in your return/delivery slip and then send the item back to our warehouse. Remember that the original shoe box must not be used as a shipping box. Please use the brown Rezet shipping box that you originally received the item in.
Danish orders only: The return shipment must be submitted in a GLS parcel shop with your free GLS return label. It is important that you get a receipt from there confirming, that you have submitted the package.
International orders only: The return shipment must be sent to the address below. Please note that we only accept B2B delivery and not COD or any pick-up service.

 

Rezet c/o PostNord TPL AB
Rezet Returafdeling
Gulrisvägen 1
23261 Arlöv
SWEDEN

 

How do I exchange an item purchased on the webshop?

You must return the item to our warehouse so that you can have a refund. Next, you must place a new order on the item you want to receive instead. Exchange via the webshop cannot be done in any other way. Please read how to return an item properly above.

 

The free GLS return label was missing in my package. What do I do?

We only include a free return label in orders within Denmark. You have to pay for the return shipment yourself, if the parcel is sent from another country. Please contact us at online@rezetstore.dk, if you have any doubts.

 

When will I receive my refund for the returned goods?

We will refund the amount to the credit card that was originally used for the purchase. This happens within 14 days of receiving the return order. We will send an email confirming this when the item has been reviewed and registered in our system.

 

Is it possible to return an item from the webshop in a Rezet store?

Yes, it is. It just needs to happen within 30 days of receiving your order. Please, note that if it is a sale item, it must be within 14 days.

 

Is it possible to send an item purchased in a Rezet store, back to the store?

No, it is unfortunately not. If you bought the item in one of our physical stores, then you also have to personally pass by to get your money back. It must be done within 30 days from the date of purchase. If it is a sale item, it must be within 14 days.

 

I have found a product that I want to buy, but it is cheaper at another webshop. What do I do?

We do offer price match. Please see the rules and guidelines for price matches here.

 

My item has broken. What do I do?

You always have 2 years of warranty at Rezet Store. If you originally purchased the item at our webshop, you must send an email to online@rezetstore.dk with your order number together with pictures and a description of the error. Then we will handle the complaint from there. If the defective item is purchased in one of our physical stores, you must drop by the store with the item and your receipt.