Last updated: August 17, 2026
Welcome to the Tårnby Outdoor Frequently Asked Questions page.
Below you can find answers to common questions about ordering, payment, shipping, delivery, returns, refunds, products, and customer service.
If you cannot find the answer you need, please contact us at:
1. Who operates this online store?
This online store is operated by:
Tårnby Outdoor
CVR number: 43884093
Registered address:
Brønderslev Alle 25
2770 Kastrup
Denmark
Email: post@taarnbyoutdoor.dk
Business representative: Tine Sander Hedegaard
2. How can I contact customer service?
You can contact us by email at:
When contacting us about an existing order, please include your:
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Full name;
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Order number;
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Email address used for the order; and
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Brief description of your enquiry.
This helps us locate your order and assist you more efficiently.
3. How do I place an order?
To place an order:
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Select the product you wish to purchase.
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Choose any available product options or quantities.
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Add the product to your cart.
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Proceed to checkout.
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Enter your billing and delivery information.
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Select an available shipping method.
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Select an available payment method.
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Review your order carefully.
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Submit your order.
Please make sure all information is correct before completing your purchase.
4. How do I know if my order was successfully placed?
After successfully submitting your order, you should normally receive an order confirmation through the email address provided during checkout.
Your order confirmation may include:
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Order number;
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Products ordered;
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Quantities;
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Prices;
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Delivery information;
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Payment information; and
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Order total.
If you believe you placed an order but did not receive a confirmation, please check your spam or junk folder.
You may also contact us at:
5. Can I change my order after placing it?
If you need to change an order, contact us as soon as possible at:
Please include your order number and explain the change you would like to make.
We will try to accommodate your request where reasonably possible.
However, once an order has entered fulfilment or shipment, we may no longer be able to change:
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Products;
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Quantities;
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Delivery address; or
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Other order information.
6. Can I cancel my order?
If your order has not yet been shipped, contact us as soon as possible at:
Please include your order number and clearly state that you wish to cancel the order.
We will attempt to stop the order before shipment where reasonably possible.
If your order has already been dispatched, cancellation of the shipment may no longer be possible.
You may still have applicable return or statutory withdrawal rights after receiving the goods.
Please refer to our Return and Refund Policy for more information.
7. What payment methods do you accept?
Available payment methods are displayed during checkout.
Payment options may vary depending on:
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Your country or region;
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Order value;
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Currency;
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Product;
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Delivery method; and
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Payment provider availability.
Only payment methods shown as available during checkout can be selected for that particular order.
If Cash on Delivery (COD) is displayed during checkout, you may select it for the relevant order.
For further details, please refer to our Payment Policy.
8. Is Cash on Delivery available?
Cash on Delivery may be available for certain orders or delivery destinations.
If Cash on Delivery (COD) appears as an available option during checkout, you may select it.
If COD is not displayed during checkout, it is not available for that particular order.
COD availability may depend on:
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Delivery destination;
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Order value;
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Product;
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Carrier; and
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Delivery method.
9. Is online payment secure?
We use e-commerce and payment service providers designed to support secure transaction processing.
Where applicable, payment information may be processed directly by authorized payment service providers rather than stored directly by us.
Depending on the payment method, security measures may include:
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Encrypted connections;
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Payment authentication;
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Fraud monitoring; and
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Transaction verification.
You should never send complete credit card details, PIN codes, or passwords to us by ordinary email.
10. What currency will I be charged in?
The applicable currency will be displayed through the online store and during checkout.
Please review the currency and final amount carefully before completing your purchase.
If your payment account uses a different currency, your bank or payment provider may apply its own:
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Exchange rate;
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Currency conversion fee; or
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Foreign transaction charge.
Such charges are determined by your bank or payment provider.
11. Do you ship internationally?
We ship to destinations that are currently supported through our checkout.
If your country or region is available during checkout and a shipping option is displayed, we generally accept orders for delivery to that location.
If your destination cannot be selected or no shipping option is available, we may currently be unable to deliver there.
12. How much does shipping cost?
Applicable shipping charges, if any, are displayed during checkout before you complete your purchase.
Shipping costs may depend on:
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Delivery destination;
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Shipping method;
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Product;
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Order value;
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Parcel weight; and
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Parcel dimensions.
If free shipping is available for your order, this will normally be shown through the store or during checkout.
13. How long does delivery take?
Estimated delivery times may vary depending on:
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Delivery destination;
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Shipping method;
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Product availability;
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Warehouse processing;
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Carrier; and
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Local delivery conditions.
Where an estimated delivery period is available, it may be displayed during checkout, in the product information, or in your order confirmation.
Unless expressly stated otherwise, delivery times are estimates rather than guaranteed delivery dates.
14. How can I track my order?
Where tracking is available, you may receive a:
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Tracking number;
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Tracking link;
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Carrier notification; or
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Shipping confirmation.
Please note that tracking information may take some time to become active after the parcel has been handed over to the carrier.
If your tracking information has not updated for an unusually long period, contact:
Please include your order number.
15. Why has my tracking information not updated?
Tracking systems do not always update immediately.
Possible reasons include:
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The parcel has recently been handed to the carrier;
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The carrier has not completed the first scan;
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The parcel is moving between logistics facilities;
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Weekend or public holiday delays;
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Customs processing; or
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Temporary carrier system delays.
If there has been no update for an unusually long period, please contact us.
16. Can my order arrive in more than one package?
Yes.
An order containing several products may occasionally be shipped in separate parcels.
This may happen because:
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Products are stored at different fulfilment locations;
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Products become available at different times;
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Package size requires separate shipments; or
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Different logistics arrangements are used.
If an order is shipped separately, you may receive more than one tracking number.
The parcels may arrive on different days.
17. What should I do if I entered the wrong delivery address?
Contact us immediately at:
Please provide:
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Your order number;
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Incorrect address; and
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Correct delivery address.
We will try to update the information before shipment.
However, once an order has been processed or handed over to the carrier, we cannot guarantee that the address can be changed.
Customers are responsible for checking delivery information before submitting an order.
18. What happens if I am not home when my order arrives?
The exact procedure depends on the carrier.
The carrier may:
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Attempt delivery again;
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Leave delivery instructions;
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Deliver the parcel to a pickup point;
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Deliver it to a parcel locker;
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Leave it at an authorized location; or
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Return the parcel to the sender.
Please follow any instructions provided by the carrier.
19. What happens if I do not collect my parcel?
If your order is delivered to a pickup point or collection location, you should collect it within the period specified by the carrier.
If you fail to collect the parcel, it may be returned to the sender.
Reasonable additional shipping or return costs may apply where permitted by applicable law.
Not collecting a parcel does not necessarily constitute valid notice that you wish to exercise a statutory right of withdrawal.
If you want to cancel or return an order, please contact us directly.
20. What should I do if my package appears to be lost?
If your package has not arrived within a reasonable period after the expected delivery time, contact us at:
Please provide:
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Your full name;
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Order number;
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Delivery address; and
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Tracking information where available.
We may contact the carrier and investigate the shipment.
Depending on the circumstances and applicable law, an appropriate solution will be provided.
21. What should I do if my package arrives damaged?
Please inspect the package after delivery.
If the parcel or product appears damaged, contact us as soon as reasonably possible at:
Please provide:
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Your order number;
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Description of the damage;
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Photographs of the external packaging;
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Photographs of the damaged product; and
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Any other relevant information.
Please keep the packaging until the issue has been reviewed, where reasonably possible.
22. What should I do if I receive the wrong product?
If you receive a product different from the one you ordered, please contact us at:
Include:
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Order number;
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Product ordered;
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Product received; and
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Photographs where reasonably necessary.
Please do not return the incorrect product before receiving or reviewing the appropriate return instructions.
23. What should I do if something is missing from my order?
If a product or essential component is missing, please contact:
Include:
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Your order number;
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Product received;
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Missing item or component; and
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Photographs where reasonably useful.
We will review the order and fulfilment information.
24. Can I return a product if I change my mind?
Where the statutory consumer right of withdrawal applies to your purchase, you generally have 14 days to notify us that you wish to withdraw from the purchase without providing a reason.
The applicable withdrawal period normally begins when you or a person designated by you receives the goods.
To exercise your right of withdrawal, contact:
Please clearly state that you wish to withdraw from the purchase.
After notifying us, the goods must be returned within the applicable period described in our Return and Refund Policy.
Certain products may be excluded from the statutory right of withdrawal where permitted by applicable law.
25. Do I need to give a reason for a return?
If you are exercising an applicable statutory right of withdrawal within the relevant period, you generally do not need to provide a reason.
However, we may ask for information necessary to identify your:
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Order;
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Product; and
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Return request.
If the product is damaged or defective, a description of the problem and photographs or videos may help us process the claim.
26. Do I have to pay return shipping?
Responsibility for return shipping depends on why the product is being returned.
If you exercise an applicable statutory right of withdrawal because you changed your mind, the direct cost of returning the product may be your responsibility, as described in our Return and Refund Policy.
If the product is:
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Defective;
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Damaged;
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Incorrect; or
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Otherwise non-conforming,
return costs will be handled according to applicable consumer law.
Please contact us before returning any product.
27. Where should I send a return?
Please contact us before sending a return at:
We will provide or confirm the appropriate return instructions.
Unless another authorized return address is provided, our registered business address is:
Tårnby Outdoor
Brønderslev Alle 25
2770 Kastrup
Denmark
Do not send a return to an address provided by a carrier or another third party unless that return destination has been authorized.
28. What condition should a returned product be in?
You may inspect a product to the extent reasonably necessary to establish its nature, characteristics, and functionality.
Where reasonably possible, returned products should include:
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Product;
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Accessories;
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Components;
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Manuals;
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Included parts; and
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Original packaging.
You may be responsible for a reduction in value caused by handling beyond what is reasonably necessary to inspect the product, where permitted by applicable law.
29. Do I need the original packaging to make a return?
We recommend keeping and using the original packaging where reasonably possible because it can help protect the product during return shipping.
However, the absence of original packaging alone does not automatically remove mandatory statutory consumer rights.
Please package any return securely to help prevent transportation damage.
30. Can discounted or promotional products be returned?
Products purchased at a promotional or discounted price remain subject to applicable statutory consumer rights.
Where a return is eligible, the refund will generally be based on the amount actually paid for the relevant product.
Additional promotional conditions may apply where permitted by law.
31. Do you offer exchanges?
If you wish to exchange a product, contact us at:
Direct exchanges may depend on:
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Product availability;
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Product condition; and
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Reason for the exchange.
In some situations, the easiest process may be to return an eligible product and place a new order.
This does not limit statutory rights concerning defective or non-conforming goods.
32. What should I do if my product is defective?
If you believe a product is defective or does not conform to your order, please contact us as soon as reasonably possible at:
Provide:
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Order number;
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Product information;
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Description of the problem; and
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Photographs or videos where reasonably necessary.
Depending on the circumstances and applicable law, available remedies may include:
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Repair;
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Replacement;
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Price reduction; or
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Refund.
33. How long does it take to receive a refund?
Once a refund has been approved and issued, the time required for the money to appear in your account may depend on your:
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Bank;
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Card issuer;
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Payment provider; or
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Original payment method.
Additional processing time after we issue the refund may be outside our direct control.
For more information, please refer to our Return and Refund Policy.
34. How will I receive my refund?
Where technically possible, approved refunds will normally be issued using the original payment method.
If the original order was paid using Cash on Delivery, we may need to request reasonable payment information, such as bank account details, in order to complete the refund.
We will explain the applicable refund procedure when processing your request.
35. Will my original shipping cost be refunded?
Whether the original delivery cost is refundable depends on:
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Reason for the return;
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Delivery method selected;
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Applicable statutory rights; and
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Applicable law.
Where a statutory withdrawal right requires reimbursement of the standard delivery cost, the applicable amount will be refunded.
Additional costs resulting from choosing a more expensive delivery method than the least expensive standard option may not be refundable where permitted by law.
Please refer to our Return and Refund Policy.
36. Are customs duties or import taxes included?
International shipments may be subject to customs procedures.
Depending on the destination and checkout arrangement, an order may potentially be subject to:
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Import VAT;
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Customs duties;
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Clearance fees; or
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Other government charges.
Where such amounts are collected during checkout, they should normally be reflected in the order information.
Where they are not collected during checkout, they may be charged separately by customs authorities, carriers, or other authorized parties where legally applicable.
37. Why is my international order delayed?
International shipments may experience additional delays because of:
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Customs inspection;
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Import processing;
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Documentation requirements;
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Carrier transfers;
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Border procedures;
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Public holidays; or
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Local logistics conditions.
Customs processing is generally outside our direct control.
38. Can I refuse a Cash on Delivery order?
If you no longer want an order, please contact us rather than simply refusing the parcel.
Unjustified refusal or failure to collect a valid Cash on Delivery shipment may result in reasonable additional return or shipping costs where permitted by applicable law.
If you want to cancel an order or exercise a statutory withdrawal right, contact:
39. What if my payment was declined?
A payment may be declined for reasons such as:
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Insufficient funds;
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Incorrect payment information;
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Bank restrictions;
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Security checks;
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Payment provider restrictions; or
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Technical issues.
If your payment is declined, you may try another available payment method.
For information about the specific reason for a decline, you may need to contact your bank or payment provider.
40. What should I do if I was charged twice?
If you believe you were charged more than once for the same order, contact:
Please provide:
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Your order number;
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Name;
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Date of transaction; and
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Amount charged.
Do not send complete payment card information by email.
41. Can prices change?
Yes. Product prices may change for future purchases.
The price applicable to your order will normally be the price displayed during checkout when the order is submitted, subject to any legally permitted correction of an obvious error.
Price changes do not normally affect a purchase contract that has already been completed.
42. Are taxes included in the price?
Applicable tax treatment depends on the transaction and checkout configuration.
Where taxes are included or collected during checkout, they should normally be reflected in the product or order information.
Please review the final order total before completing your purchase.
43. How do discount codes work?
If promotional codes are available, they may be subject to conditions such as:
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Expiration date;
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Minimum purchase amount;
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Eligible products;
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Eligible customers;
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Geographic restrictions; and
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Whether they can be combined with other promotions.
The applicable discount should normally appear during checkout before you submit your order.
44. How is my personal information used?
We may process personal information where necessary to:
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Process orders;
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Receive or verify payments;
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Arrange delivery;
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Provide customer support;
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Manage returns and refunds;
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Prevent fraud;
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Operate our online store; and
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Comply with legal obligations.
For complete information, please read our Privacy Policy.
45. Do you sell my personal information?
We do not sell customer personal information to third-party advertisers.
Personal information may be shared with service providers where reasonably necessary to operate our online store, including providers involved in:
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Payment processing;
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Shipping;
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Logistics;
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Website operation;
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Security; and
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Customer service.
For more information, please refer to our Privacy Policy.
46. Does the website use cookies?
Our online store may use cookies and similar technologies for purposes such as:
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Shopping carts;
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Checkout;
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Account functionality;
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Security;
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Website analytics;
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Customer preferences; and
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Marketing where legally permitted.
Where required by law, non-essential cookies will only be used after appropriate consent has been obtained.
Please refer to our Privacy Policy for more information.
47. How can I make a privacy request?
If you wish to ask about or exercise an applicable data protection right, contact:
Please provide enough information for us to understand your request.
We may need to verify your identity before fulfilling certain privacy requests.
48. Where can I read your store policies?
Please review the policies available through our online store, including:
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Return and Refund Policy;
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Privacy Policy;
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Terms of Service;
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Shipping Policy;
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Payment Policy;
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Contact Information; and
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Legal Notice.
These policies provide more detailed information about your purchase and use of our Services.
49. What information should I include when contacting you?
For faster assistance, please include:
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Your full name;
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Order number, where applicable;
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Email address used for the order;
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A clear description of the issue; and
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Photographs or videos where reasonably necessary.
Do not send complete payment card numbers, PIN codes, or account passwords by email.
50. How can I contact Tårnby Outdoor?
For customer service, order, payment, delivery, return, refund, privacy, or other enquiries, please contact:
Tårnby Outdoor
CVR number: 43884093
Registered address:
Brønderslev Alle 25
2770 Kastrup
Denmark
Email: post@taarnbyoutdoor.dk
Business representative:
Tine Sander Hedegaard
When contacting us about an existing purchase, please include your order number wherever possible.