FAQ

ORDERS

What payment options do you accept?

We offer a selection of secure payment methods to make your shopping experience as seamless as possible. You can complete your purchase using ShopPay, PayPal, Google Pay, Visa, Mastercard, Maestro, American Express, and UnionPay.

 

Where is my order?

Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number to follow your parcel’s journey.
If you need any assistance or have questions about your delivery, please contact our Customer Care team at customer-care@ceciliebahnsen.com — we aim to respond within 24 hours.



Can I change or update my order?

We kindly ask you to note that once an order has been placed, we are unable to make changes or updates.
If you need further assistance, please contact our Customer Care team as soon as possible — we will do our best to support you.



Can I cancel my order?

Please note that once an order has been placed, we are unable to guarantee cancellations, as we begin preparing your parcel promptly.
If you wish to request a cancellation, we kindly ask you to contact our Customer Care team as soon as possible, and we will do our best to assist you.


I have added the incorrect shipping address to my order. How can I change it?

If you have entered an incorrect shipping address, please contact our Customer Care team as soon as possible.
We will do our best to update the address before your order is dispatched.
Once an order has been shipped, we are unfortunately unable to make changes.




SHIPPING & DELIVERY

What are the shipping times and costs?

We offer worldwide delivery via GLS, UPS, FedEx, or DHL Express from our warehouse in Denmark.
Complimentary shipping is available on all orders over €1500. For orders under this amount, shipping costs are as follows:


Denmark DHL Express 1–3 business days €10
European Union DHL Express 1–3 business days €25
Rest of World DHL Express 2–8 business days €25

Orders placed Monday to Friday before 1:00 PM CET (excluding public holidays) are typically shipped the same day. Orders placed after 1:00 PM CET will be dispatched the following business day.

Please note that estimated delivery times may vary. Collaborations may require longer delivery time. If you experience any issues with your shipment, our Customer Care team is happy to assist — please contact us at customer-care@ceciliebahnsen.com.


Are there any additional customs or fees I need to consider?

Since January 2024, all international orders are shipped Delivery Duty Paid (DDP), meaning Cecilie Bahnsen covers all import taxes and duties.
For U.S. shipments, please see below.

Do I need to provide customs documentation for U.S. orders?

Occasionally, U.S. customs may ask the importer to provide additional documentation. Cecilie Bahnsen ships all U.S. orders on a DDP (Delivered Duty Paid) basis, meaning we cover import taxes and duties. If customs requests further information, it is the importer’s responsibility to complete and submit the documents. Our Customer Care team will be available to guide and support you through the process.


Can I pick up an item in store?

Yes, you can collect your order in person at our showroom on Vermundsgade 38C, Copenhagen.
We’re available Monday to Friday, from 9:00 AM to 5:00 PM.
Please contact Customer Care to arrange your pickup — we look forward to welcoming you.


What carrier options do you provide?

We ship your order with care via GLS, UPS, FedEx, or DHL Express, ensuring reliable and timely delivery from our warehouse in Denmark.






RETURNS & EXCHANGES

What is the return and exchange policy?

Customer  satisfaction is our top priority. If you are not completely delighted with your order, you may return unworn items in their original condition with tags attached within 30 days of receipt.

Please note a €25 fee applies per returned order, and you are responsible for the return shipment until we receive it.

Refunds
Refunds are issued to the original payment method within 14 days of receipt of your return or proof of return. We reserve the right to hold refunds until items are received.

Exchanges
Exchanges are complimentary. If you request an exchange, we will process it promptly upon receiving your return. You will receive a tracking number once the new item ships. If the item is unavailable, we will process a refund instead.

Final sale items
Made-to-order, special, custom, personalized items, and Asics pop-up purchases are final sale and cannot be returned or exchanged through ceciliebahnsen.com.


How do I return an item?

How to return
Please start your return by visiting our Return Platform. You will receive an email with instructions—please check your inbox and junk folder.

Return instructions by region

Denmark
Use the packaging provided. Shoes must be returned in their original box, inside a sturdy outer carton. If returning all items, please include the white Cecilie Bahnsen collector’s box. Attach the prepaid label and drop off with the courier stated on your return label. Don’t forget to include the delivery note inside.

Europe
Follow the same packing instructions. Attach the prepaid label and drop off with the courier stated on your return label, or arrange a pick-up. Include the delivery note.

International
Pack as above and use the prepaid DHL label. For customs, please leave the package open for inspection by the courier, then seal it securely. A commercial invoice is electronically included with your return label. Always keep your receipt as proof of postage.

Please note a €25 fee applies per returned order, and you are responsible for the return shipment until we receive it.



How do I exchange an item?

To exchange an item, please begin by returning your original order through our Return Platform. Once we receive your return, we will promptly process and dispatch your exchange.

Exchanges are complimentary, and you are welcome to exchange for a different size, colour, or even a different style (subject to availability). You will receive a tracking number as soon as your new item ships. If the item you wish to exchange for is unavailable, we will issue a refund instead.


When do I get my refund?

Refunds are typically processed within 14 days after we receive your returned items or proof of return.
The refund will be issued to the original payment method used when placing your order.
Please note, we may hold the refund until the items have been received.


Can I return a sale item?

Sale items purchased through Ceciliebahnsen.com are eligible for return within 30 days, provided they are unworn and in their original condition with tags attached.
Please note that made-to-order, special, custom, personalized items, and Asics pop-up purchases are final sale and cannot be returned or exchanged.


How long does it take for my return / exchange to process?

Please allow up to 14 days from the moment we receive your returned items for your refund or exchange to be processed.
You will be notified once your refund is issued or your exchange has been shipped.



PRODUCT INFORMATION & SIZING

What sizing do you use?

Our sizing is based on UK standards unless otherwise noted on the product page.
For your convenience, you can refer to the size charts provided to find your perfect fit.
If you need any further assistance, please don’t hesitate to contact us at customer-care@ceciliebahnsen.com.


Where can I find the measurements of the clothes?

For most items, you’ll find precise garment measurements listed online.
Simply visit the Size and Fit section on the product page of the item you’re interested in.

You can also explore our dedicated Size Assistance page for more detailed guidance.

If any measurements are not available, please reach out to our Customer Care team — we’re always happy to assist.


Do you have a size guide?

Yes, you can find our detailed size guide here to help you choose the perfect fit.


What should I do if I am in between two sizes?

We recommend taking your measurements and comparing them to our size guide for the best fit. If you’re still unsure, please don’t hesitate to contact our Customer Care team — we’re here to help.


Do you restock sold-out items?

Each Cecilie Bahnsen collection is crafted in limited quantities, ensuring its uniqueness and keeping with our commitment not to overproduce. Most styles are therefore not restocked. On rare occasions, a piece may become available again due to a return — we recommend signing up for back-in-stock notifications on the product page to be the first to know.



PRIVATE APPOINTMENTS

How do I book a private appointment?

Book your private appointment via our online booking page. Let us know any specific pieces or collections you are interested in, along with your preferred date and time. You can choose a virtual meeting, visit our Copenhagen boutique, or meet at a pop-up location. Addresses for pop-ups will be shared upon confirmation.

 

Can I have my private appointment digitally?

Yes, we offer virtual private appointments for personalized guidance wherever you are.

 

What do I need to prepare prior to my Private appointment?

To ensure a seamless experience, please let us know in advance if you are interested in specific collections, silhouettes, or fabrics. If you are preparing for a special occasion, do share the details so we can tailor our selection and styling advice. Please also include your size, so we can prepare pieces for you to try. Feel free to send any questions or preferences beforehand — we are here to make your appointment truly personal.

 

 

 

PACKAGING & GIFT WRAPPING

How is my order packed?

Your order is carefully packed with the utmost attention to detail, using our signature packaging to ensure your pieces arrive beautifully presented and protected. Please note that items purchased during Seasonal Treat, ASICS-, and The North Face collaborations may be packed in simpler packaging.

 

Is it possible to get my item(s) gift wrapped?

While we currently do not offer gift wrapping services, every order is thoughtfully packaged in Cecilie Bahnsen’s signature wrapping, making it a beautiful gift in itself.

 

What is the packaging made of?

Our packaging is crafted from FSC-certified cardboard and paper, and we do our utmost to avoid the use of plastic. Each order is shipped in sustainable outer packaging, while our white Cecilie Bahnsen collector’s boxes are designed for you to keep and reuse. We also reuse packaging materials whenever possible, and our ribbons are made from leftover Cecilie Bahnsen fabrics — giving new life to our textiles.

 

 

CONTACT US

How to get in touch with customer service?

Our Customer Care team is here to assist you Monday to Friday, 9 AM to 5 PM CET.
You can reach us via:

Phone: +45 53 53 30 87

Email: customer-care@ceciliebahnsen.com

WhatsApp: +45 53 53 30 87

For webshop order inquiries, please email us at customer-care@ceciliebahnsen.com and include your order number for faster assistance.

We look forward to helping you.