Help Help

Orders

Orders and secure payment

Shipping

Delivery time, cost and more

Returns

Hassle-free return and refunds

Exchange

Smooth and worriless exchanges

Payment

Payment and currencies

Contact us

Call us / message us

Orders

Orders and secure payment

I received a damaged item. What do I do?

If you have received a damaged item, please contact our Customer Care immediately. You'll find contact information here.

Can I track my order?

You will receive a shipping confirmation by email with a track and trace number as soon as your order has left our warehouse.

If you have an account at samsoe.com you can always track and trace your order by logging in here.

If you don't have one you can create an account here.

Can I get a refund if the item I bought is now on sale?

We’re sorry, but we can’t refund the difference on discounted products.

I have an incorrect item in my order, what do I do?

If your order has incorrect content, please contact customercare@envii.com and enclose your order information.

We will get back to you as soon as possible.

Do I need to order online?

If you want to purchase items via envii.com, you need to place your order online.

If you wish to visit one of our stores, you can go to Store Finder and locate your nearest Envii store.

How do I use my voucher online?

If you’ve received a voucher for our online store, you can easily use it by clicking on “Got a voucher?” after entering your shopping bag.

Can I change my order after purchasing?

We always try to pack your order as fast as possible. As soon as your order has been packed and has left our warehouse, we aren’t able to change it. We are only able to delete your order so that you can place an new one.

However, you can return any unwanted items for a refund once you’ve received your order. For more information on our Returns Policy, please click here. For any changes, please contact Customer Care here.

How do I order?

All products on envii.com can be purchased right away by following this simple step-by-step guide:

  • Click on the wanted product.
  • Click on the right color and size.
  • Click on "Add to Bag".

To continue shopping, click on the closing X in the right corner of the shopping bag pop up.

When you’re done shopping:

  • Click on the bag in the right corner.
  • Click "Checkout".
  • You’ll now see a summary of your order.

To accept the order:

  • Click “Checkout” in the bottom of the page.
  • Enter your information along with your preferred shipping and payment method.
  • Click "Continue to Payment".
  • Click on your credit card type and fill in the details.

Once you have submitted your order you will receive an order confirmation by email.

Please make sure the order confirmation matches your purchase and that all the details regarding your shipping address, billing address and payment is correct.

If you have any further questions, please don’t hesitate to ask us. Click here to find our contact information.

Can you tell me if an item is in stock in one of your standalone stores?

If you’re looking for a specific item and want to know if it’s in stock in your local Envii store, we highly recommend that you contact the store.

Go to Store Finder to get the contact information on your local store.

I’m missing an item from my order, what do I do?

We want to sort out any issues with incorrect orders straight away. Please contact our Customer Care here.

Can I buy a gift card online?

Unfortunately, it is only possible to purchase gift cards in store at the moment (please note this does not include concession stores). Click here to find your nearest store.

Can I cancel my order after purchasing?

We always try to pack your order as fast as possible. As soon as your order has been packed and has left our warehouse, we aren’t able to cancel it.

However, you can return any unwanted items for a refund once you’ve received your order. For more information on our Returns Policy, please click here.

For a cancellation, please contact Customer Care here.

I need more information about a product?

If you need more information than given under a specific product, please contact our Customer Care by clicking here.

Shipping

Delivery time, cost and more

Who holds any additional expenses in form of import duty or taxes?

Any customs and import duties are charged once the order reaches its destination country and must be paid by the recipient of the order. We have no control over these charges and cannot predict what they may be.

Customs policies vary widely from country to country. You may want to contact your local customs office for further information.

All orders are sent from Denmark, except orders to Norway, which are sent from a local warehouse in Norway.

What if I am not home when my order arrives?

If you’re not home when your parcel arrives, the carrier will leave a card telling you where it is for you to pick up.

Can I pick up my products directly from your warehouse?

We’re sorry but it isn’t an option to pick up your order directly from our warehouse.

Can I pick up my order directly from one of your stores?

When purchasing from Denmark, Sweden or Norway, you’re able to choose “Collect in Store” as a shipping method. You simply select your favourite store and will get an email confirmation as soon as your order is ready for pick-up.

When will I receive my purchase(s)?

For shipping information, please click here.

Please be aware that arrival time is an estimate and unfortunately cannot be guaranteed. During campaigns and sale periods, delivery can be longer.

Can I have my parcel redirected to a different address?

For your security we can’t change the address your order is being sent to. Don’t worry, if you’re not in when a delivery is attempted, the carrier will leave a card telling you where it is.

What should I do if my order hasn’t been delivered yet?

If your estimated delivery date has passed and there isn’t any update on your parcel via your track and trace number, please contact our Customer Care for further help.

How do I use the Collect in Store service?

When you’re choosing your shipping method at the checkout, select ‘Collect in Store’. Then from the drop-down menu simply select the store that you’d like to pick up from. This service is free of charge.

How will I know when my order is ready to be picked up?
You will receive a notification (either an email or SMS) from PostNord when your order is ready to be picked up.

What do I need to bring with me to collect my order in store?
Please bring a valid photo ID and the pick-up notification from PostNord.

What countries is the Collect in Store service available in?
Currently we only have this service in Denmark, Norway and Sweden, but we are working hard to expand it into other countries. Sign up to our newsletter and we’ll keep you updated.

Does envii.com ship to countries other than Denmark?

Yes, we ship do. Read more about shipment and delivery here.

Returns

Hassle-free return and refunds

I have returned something to you, but I haven’t got the refund yet?

If you haven’t received any confirmation of your return, please start by checking your credit card for a refund. Be aware your money will always be refunded to the same credit card used when placing the order.

If you can’t find any transactions for a refund, please contact our Customer Care here.

Do I need to pay for the return?

We offer free returns for the following countries:

  • Belgium
  • Denmark
  • Finland
  • France
  • Germany
  • Netherlands
  • Sweden

If you’ve ordered from one of these countries, your parcel will include a prepaid return label. If you’ve ordered from another country, you need to pay for the postage yourself.

Please remember always to ask for proof of purchase, to keep record that the parcel was sent to us.

Can I return an item I bought online to one of your stores?

It's possible to exchange the item to another colour, size or a completely different item. If the new item is more expensive then you have to pay the difference, and if it's cheaper, you will receive a proof of the balance. If you want your money in return, please return your order to our warehouse. The address can be found here.

How do I return something?

If you need help returning your order or a part of your order, please follow our simple step-by-step guide here.

How do I get a new returns form?

If you lose your return form, please contact Customer Care so we can send you a new return form before returning your order.

What should I do if my refund is incorrect?

We’re sorry if we’ve made a mistake with your refund! If this is the case, please contact our Customer Care and they will sort it out for you as soon as possible.

How do I get a new prepaid return label?

If you’ve lost your prepaid return label, please contact our Customer Care here to get a new one.

Can I return something I’ve bought in one of your stores online?

We’re sorry, but items purchased in our stores needs to be returned to our stores as well.

Can I return more than one order in the same parcel?

Yes, that is completely fine. Pack the items up into one box, but make sure to include the completed returns forms from the different orders.

To which account are you refunding my money?

We always refund your money to the same credit card used when placing the order. It’s not possible for us to make the refund to a different credit card.

How long do I have to return my order or part of my order to you?

We always offer a 30-days return period for our customers.

What happens to my refund if my credit card no longer is in use?

Your refund will still go back into the card used when placing the order if the card account is still open. If your card is lost, stolen or cancelled we’re still able to refund the money to your credit card.

Exchange

Smooth and worriless exchanges

Can I exchange items bought in one of your stores online?

We’re sorry, but items purchased in our stores needs to be exchanged to our stores as well.

How do I let you know that I want to exchange my order or parts of my order?

Let us know you want to make the exchange by writing to our Customer Care. Please do this within 15 days of receiving your parcel.

How do I exchange something?

If you need help returning your order or a part of your order for an exchange, please follow our simple step-by-step guide here.

What if the item I want to exchange for is out of stock?

If you want to exchange your order for an item that is out of stock, we will simply refund your money.

How long do I have to return my order or part of my order for an exchange?

We always offer a 30-days return period for our customers.

Do I need to pay for the return if I want to exchange my order or a part of my order?

We offer free returns for the following countries:

  • Belgium
  • Denmark
  • Finland
  • France
  • Germany
  • Netherlands
  • Sweden

If you’ve ordered from one of these countries, your parcel will include a prepaid return label. If you’ve ordered from another country, you need to pay for the postage yourself.

Please remember always to ask for proof of purchase, to keep record that the parcel was sent to us.

How do I get a new returns form?

If you lose your return form, please contact Customer Care so we can send you a new return form before returning your order.

Can I exchange my order purchased in your online store in one of your standalone stores?

Yes, you can exchange your order for another colour or size in any Samsøe & Samsøe store except for the following Danish stores: Illum & Magasin. We do not refund.

Go to Store Finder to get the contact information on your local store.

How do I get a new prepaid return label?

If you’ve lost your prepaid return label, please contact our Customer Care to get a new one.

Do I need to pay for the shipping back to me after my item(s) is exchanged?

No, when we have exchanged your item(s) we will pay the shipping back to you.

Payment

Payment and currencies

Can I pay for my order using a gift card?

Unfortunately, you cannot redeem your gift card online at the moment, it can only be used to make purchases in store (please note this does not include concession stores). Click here to find your nearest store.

When do you draw the money?

We do not draw the amount from your account, until we dispatch your order from our warehouse.

Is it safe to shop online at envii.com?

Once you come to the payment option in the checkout, you will automatically be directed to a secure server on Architrade. From then on, all information between you and the server is encrypted with SSL (Secure Secret Layer) encryption. This is to ensure that no one can see the information you send. To ensure maximum security, PBS has securely approved the transmission. When you are in the safe zone, your browser window will display a small "Secure Server" icon. On Internet Explorer and Firefox, this little icon is a padlock.

We will never ask for a signature or PIN on envii.com. Whether you shop online or in a store, it is expressively your signature, which is legally binding. If someone is abusing your card number and expiration date, the shop is obliged to cancel the purchased. Your bank will do this for you. You will not risk anything by shopping at envii.com.

How do I pay?

We accept the following payment methods and credit cards:

  • Klarna
  • Credits cards
    • Dankort/VISA
    • Mastercard
    • Maestro
    • VISA
    • VISA Electron
    • American Express

(No charge for using debit cards at envii.com)

It is not possible to pay in advance, use online banking or e-cash on envii.com The site redirects you to a secure website (Adyen) where you must enter:

 

  • Card number
  • Expiration date
  • Control Number

 

(Your order will not be completed if the required fields are not correctly filled)

Press "Approve".

The amount will not be drawn from your account until we dispatch your order from Envii’s warehouse and receive an order confirmation.

In which currencies can I pay?

You can pay with one of the following currencies depending on your country:

  • DKK
  • EUR
  • SEK
  • NOK

All prices are incl. VAT.

Contact us

Call us / message us

How do I sign up for the Envii newsletter?

You can sign up for Envii's newsletter right here.

Does Envii have any stores?

Yes. Go to Store Finder to find a store near you.

Can I contact you?

Yes of course!

Please do not hesitate to contact us at customercare@envii.com, if you have any questions about your online order. We strive to answer all emails within 48 hours.

You can find contact information under Contact.