Shipping & returns
Shipping
We strive to dispatch orders in the fastest possible time and in the order in which they're placed. We aim to process and send orders within 36 hours, from Monday to Friday. Please note, that we don't process or ship orders on weekends or holidays. Orders are shipped via our different affiliate couriers and we offer different shipping methods depending on where you're located in the world.
Denmark: Orders are shipped with GLS to a ParcelShop near you. Please allow 1-2 business days for delivery when your order has been processed and shipped from our warehouse.
Europe: Orders are shipped with GLS, Postnord or UPS. GLS and Postnord packages will be delivered to a ParcelShop near you. Please allow 3-5 business days for delivery when your order has been processed and shipped from our warehouse.
International: If you place an order internationally, outside of Europe, we ship with Postnord or UPS. Please allow 3-6 business days for delivery when your order has been processed and shipped from our warehouse.
As soon as your package is shipped you'll receive an email with tracking.
If you live in Copenhagen you can choose to pick up your order at our office and save the shipping costs. If you wish to do so, please choose pick up during checkout and we'll email you when your order is ready.
Shopping from outside of the EU
If you're shopping from outside the European Union you may have to pay additional customs fee, tax and duties in the country of destination. Tour-lava isn't responsible for these or for any fees charged by customs. Please note, that we're unable to advise the amount this may be. In case of any extra charges or customs clearance you'll be contacted by the carrier and payment is necessary to release the order from customs on arrival. Please be advised that it's your own responsibility to pay for these extra charges.
Returns
Please contact hello@tour-lava.com prior to sending a return or an exchange - or if you have any questions in regards to returns or exchanges.
We really hope that you're satisfied with your Tour-lava item(s). If for any reason you're not fully satisfied, you can return any purchases within 14 days from the date on which you received the item(s). We'll refund the full amount of the returned item(s), but not the original shipping costs, and you're responsible for the return shipping costs and all other expenses.
All items must be returned in their original condition, without having been worn, washed or altered and with all tags still attached. We hold the right to deny refunds if the merchandise returned doesn't meet our return conditions.
If you wish to exchange your item to a different size or color, please do so by notifying us via email, place a new order on our site and then return the wrong size/color to our address below.
Exchanges on items above 1000 DKK within the EU
If you’re exchanging an item above 1000 DKK within the EU, the second shipping charges will not be applicable - therefore please inform us regarding your second order shortly after placing it so we can refund the shipping charges for the exchange. You’re responsible for the return shipping costs. This includes orders with free shipping.
Exchanges on items below 1000 DKK within the EU
If you’re exchanging an item below 1000 DKK within the EU, you’re responsible for the second shipping charges and for any return shipping costs. This includes orders with free shipping.
Please note, that we don't take responsibility for items lost during shipping back to us. Therefore we recommend you to keep a postage receipt with tracking number as proof that the package has been sent.
Returns from outside of the EU
If you wish to return or exchange an item from outside the European Union, you’re responsible for the return shipping costs and all other expenses (such as custom duties, taxes, fees etc.) in connection with returning your item. Exchanges will incur additional shipping charges.
Orders refused in order to avoid paying custom duties won’t be eligible for full refunds. If you refuse to pay any import duties or fees associated with your order, then you’ll remain liable for the payment or penalty imposed by your government.
Custom clearance cost of 160 DKK associated with a cancellation or return will be deducted from the amount refunded to you.
Please return all items to:
Tour-lava
Att. Sofie Ken
Guldborgvej 15, 4. th
2000 Frederiksberg
Denmark
Items must be returned to the return address above. WE DO NOT PICK UP PARCELS FROM A PARCEL SHOP.
Your return will be processed as soon as possible. The estimated processing time after we've received the package is 5-10 business days.