Return and exchange

At ARKK Copenhagen, we want to make the return process as easy as possible for you. Below you'll find everything you need to know — step by step.

Last updated: May 2026

Ready to return or exchange? Open Portal
Current Policy
Returns & Exchanges
Valid until May 31, 2026

Return Period

Return window
14 days from the day you receive your package
Need more time?
Contact us with your order number — we'll find a solution
Past the deadline?
We can offer a discount code equivalent to the product value

Return Conditions

To be eligible for a return, the product must:

  • Appear as new and unworn
  • Be returned in its original shoe box
  • Be packed in a separate outer shipping box — the shoe box must not be used as outer packaging
  • Include the completed return form
We are unable to accept returns on products that have been used or do not appear as new.

Return Costs & How to Return

Your return method depends on which carrier delivered your order. Check your original shipping label to confirm whether your order was shipped with DHL or GLS.

DHL Orders

A prepaid return label was included in your package. Use it to return your order.

A return fee will be deducted from your refund based on your country — see table below.

GLS Orders

GLS orders are not covered by our prepaid return label.

You must arrange and pay for return shipping yourself directly through GLS or a carrier of your choice.

Note: We do not reimburse self-paid return shipping costs.

Return Costs by Destination (DHL only)

Destination Return Cost
Denmark, Sweden, Germany, Belgium, Netherlands Free
France, Spain, Italy, Ireland, Greece, Poland, Austria, Czech Republic, Portugal, Romania, Hungary, Croatia, Lithuania, Slovakia, Slovenia, Estonia, Luxembourg, Latvia, Finland €15
Cyprus €20
Not sure which carrier delivered your order, or don't have a return label? Contact customer service and we'll help you out. We do not cover self-paid return shipments.

Outside the countries listed above?

If your country is not on the list above — including countries such as Australia, Brazil, Canada, China, Hong Kong, India, Indonesia, Israel, Japan, Kuwait, Lebanon, Malaysia, Mexico, New Zealand, Philippines, South Korea, Singapore, South Africa, Taiwan, Thailand, UAE, and the United States — we do not offer a prepaid return label.

You are welcome to return your order, but you must arrange and cover return shipping yourself. We recommend using a tracked shipping service to ensure the return reaches us safely. We do not reimburse self-paid return shipping costs.

Please note: For return shipments from outside the EU, local fees such as customs duties or VAT may be charged by your country's authorities upon export. These costs are not covered by ARKK Copenhagen.

How to Return — Step by Step

If your order was delivered by DHL, a return label was included in your package. Follow these steps:

  1. Find the return label and return form included with your order.
  2. Fill in the return form with the reason for your return and place it inside the package.
  3. Pack the item carefully in a separate outer shipping box — the shoe box must not be used as outer packaging, but must be intact inside.
  4. Attach the return label to the outside of the box and drop it off at your nearest DHL service point or parcel shop.
  5. Keep your receipt from the drop-off point — you will receive a tracking number as proof of your return.
Please note: The tracking number you receive at the drop-off point is your own proof of return. We at ARKK do not have access to this tracking number, so please keep it as documentation of your return.

Refund

Once your return reaches our warehouse, we'll process it as quickly as possible. Here's what to expect:

Processing time
Up to 14 business days from when we receive the package at our warehouse
Confirmation email
You will automatically receive an email from us once the refund has been issued
Funds available
Typically 2–10 business days after the refund is issued — depends on your bank and location
Return fee
Deducted from your refund automatically (DHL orders only — see table above)
Haven't received your refund? If you haven't seen the funds within 14 business days of our confirmation email, please contact your bank directly or reach out to our customer service.

Exchanges

We do not offer direct exchanges for a different size or model, but the process is straightforward:

  1. Return your original order using the return label included in your package.
  2. Place a new order on our webshop for the size or model you want.
Did you purchase an item at a discount that is no longer active? Please contact our customer service before placing a new order — we'll see what we can do.

Complaints

If your product is defective or you experience an issue not caused by normal wear and tear, we will process your complaint in accordance with applicable laws.

How to file a complaint

  1. Contact our customer service and describe the issue in detail.
  2. Attach photos clearly documenting the defect.
  3. Wait for approval from our customer service team before sending the product back.
Important: Complaints must always be approved by our customer service before the product is returned.
Read more about complaints →

Questions? We're here to help

If you have any questions about returns, complaints, sizing, or your order — don't hesitate to reach out.

General questions about returns and complaints

Contact customer service →

Answers to the most common questions about returns and exchanges

Visit our FAQ →
Effective From June 1, 2026
New Return Policy
For all orders placed on or after this date

We're introducing an updated return and exchange policy to give you a better experience. From June 1, 2026, the policy below applies to all orders placed on or after this date.

Which policy applies?
The policy in effect on the date your order was placed determines your return terms. Orders placed before June 1, 2026 follow the current policy above.
Your statutory rights
EU customers retain a 14-day statutory right of withdrawal under the EU Consumer Rights Directive. Our 30-day return window is an extension on top of this — your legal rights are not affected.
What's changing: Free size and model exchanges, a longer 30-day return window, and a simplified return fee structure that works the same regardless of which carrier delivers your order.
From June 1, 2026

Start your return or exchange

All returns and exchanges are processed through our online return portal. Have your order number and email address ready.

Open Return Portal

Opens in a new tab. Powered by Float.

Scan or click

Return Period

Return window
30 days from the day you receive your package
Need more time?
Contact us with your order number — we'll find a solution
Past the deadline?
We can offer a discount code equivalent to the product value

Return Conditions

To be eligible for a return, the product must:

  • Appear as new and unworn
  • Be returned in its original product box
  • Be packed in a separate outer shipping box — the original product box must not be used as outer packaging
  • Include all original packaging, tags and accessories
We are unable to accept returns on products that have been used or do not appear as new. Returns that do not meet our conditions may be rejected and returned to you at your own expense.

How to Return or Exchange — Step by Step

From June 1, 2026, all returns and exchanges are processed through our online return portal. The process takes 2–3 minutes from start to finish.

1
Start your return

Open the return portal and enter your order number (e.g. #1234) and the email address you used at checkout.

Takes 30 seconds
2
Select your items

Tick the products you'd like to return from your order. If you're returning multiple items, send them in one shipment — only one return fee applies per return.

3
Choose your return reason

For each item, select the reason that best describes why you're returning. This helps us improve our products and sizing.

4
Refund or free exchange?

Choose what you'd like to do with each item:

Return for Refund

Select "No exchange" in the dropdown. You'll receive a refund minus the return fee.

Free Exchange

Select the size or item you'd like instead. Out-of-stock options appear greyed out.

5
Review and confirm

Check the summary and click Confirm. You'll receive your prepaid return label by email shortly after.

About the "Payment due for exchange" figure: The portal may display a "Payment due" amount at this step. You will not be charged this.

When we receive and approve your return, the value of your returned item is automatically credited against your exchange item:

Same size or same-priced exchange — settles to €0, no payment.
Exchange for a cheaper item — the difference is refunded to you.
Exchange for a more expensive item — you pay only the product price difference, never a logistics fee.
6
Print label and ship

Download and print your prepaid return label, then drop off your parcel at the nearest carrier service point.

Keep your drop-off receipt as proof of return
7
Receive your refund or exchange item

Once your return reaches our warehouse and passes quality check, your refund or exchange is processed automatically.

Refunds

Processed within 14 business days, minus the return fee. Confirmation email sent.

Exchanges

Your new item is released and shipped. You'll receive a new tracking link by email.

If your return doesn't meet our conditions: We'll contact you by email before taking action. You can choose to have the item returned to you at your own cost, or accept a partial refund based on the item's condition.

Return Costs by Destination

Find your return method
Which carrier should I use?
Select your country or search by typing to see the carrier and return fee that applies to you.
Return carrier
Return fee

Return fees are deducted from your refund automatically. Exchanges are free in all markets where we offer a prepaid return label.

Destination Return Fee Exchange Fee
Denmark
Also available in DKK at arkkcopenhagen.dk 		€7 Free
Germany, Netherlands, Belgium, Sweden €7.95 Free
Austria, Croatia, Czech Republic, France, Ireland, Italy, Luxembourg, Spain, Portugal, Greece, Finland, Poland, Hungary, Romania, Slovakia, Slovenia, Estonia, Latvia, Lithuania, Bulgaria €12.95 Free
Cyprus €15 Free
Malta, Norway, Switzerland, Iceland, Turkey, Ukraine, Serbia, Andorra, Bosnia & Herzegovina, Faroe Islands, Greenland Customer arranges & pays Not available
All other countries (USA, Canada, Australia, Asia, Middle East, etc.) Customer arranges & pays Not available
Customer-arranged returns: Where we cannot provide a prepaid return label, you're welcome to return your order using a tracked shipping service of your choice. We do not reimburse self-paid return shipping costs and cannot offer exchanges for these markets.

Free Exchanges

One of the biggest improvements with our new policy: exchanges are free in all markets where we offer prepaid returns. You can exchange your order for:

  • A different size of the same item
  • A different item at the same price
  • A different item at a lower price (the difference is refunded to you)
  • A different item at a higher price (you pay only the product price difference — no logistics fee)

If your size or item is out of stock

If the size or item you want isn't available, the portal offers you three options:

  1. Choose an alternative: select a different item at the same price.
  2. Convert to refund: the standard return fee applies.
  3. Contact us: if you'd like help finding an alternative, our customer service team is happy to assist.

Refund

Once your return reaches our warehouse and passes quality check, your refund is processed automatically.

Processing time
Up to 14 business days from when we receive the package
Confirmation email
You'll automatically receive an email when your refund has been issued
Funds available
Typically 2–10 business days after the refund is issued — depends on your bank
Return fee
Deducted from your refund automatically — fully visible before you generate the return label
Customs duties
VAT and import duties paid at delivery (non-EU only) are not refunded by ARKK Copenhagen — reclaim from your local customs authority

Defective Products & Complaints

If your product is defective or you experience an issue not caused by normal wear and tear, you're covered by our 2-year statutory warranty under EU law.

  1. Contact our customer service before sending the product back, with photos clearly documenting the defect.
  2. Wait for written approval from our team. Do not return the product before approval.
  3. Once approved, we arrange a free return and a free replacement, repair, or refund — at our discretion based on the case.
Important: Defective items returned through the standard return portal (without prior approval) are treated as regular returns and may not qualify for our complaints process.
Read more about complaints →

Regional Notes

United Kingdom

We currently do not ship to the United Kingdom due to post-Brexit shipping and return complexity. Orders placed from UK addresses will be cancelled and refunded in full.

Non-EU returns

For return shipments from outside the EU, local fees such as customs duties or VAT may be charged by your country's authorities upon export. These costs are not covered by ARKK Copenhagen and cannot be reclaimed through us.

VAT & import duties paid at delivery

VAT and import duties paid to your local customs authority at the time of delivery are not refunded by ARKK Copenhagen on returns. Many countries offer schemes to reclaim these directly — please check with your local customs office.

Questions about the New Policy?

If you have questions about how the new return policy works or how it affects your order, please don't hesitate to reach out.

Questions about returns and exchanges

Contact customer service →

Answers to the most common questions

Visit our FAQ →