FAQ – Returns
Why have you changed your return policy?
We are always striving to make the best shopping experience for our customers. We made the decision to change our return policy to make the return process easier and more clear for our customers. Also from an environmental perspective, we wanted to stop sending out pre-printed shipping labels that wouldn’t be used.
How do I return something?
For Norwegian customers go to this page. Simply follow these 4 steps in our return procedure:
- Find your order using your order number and email address.
- Add Select the items you’re returning and the reasons for return.
- Select shipping option «Bring».
- Print your return label.
For international orders please contact [email protected] with your order number, the items you like to return, and the reason for return.
The email doesn’t match my order, what do I do?
If the error message «the email doesn’t match the order number» comes up, meaning that you might have registered your order on a different email address. Try to type in another email address you might use, maybe a work email or an old email. If this doesn’t work, it might happen that you have spelled your email wrong. Please contact [email protected] and we will assist you.
Can I return products in the Camilla Pihl Concept store?
Unfortunately, we do not accept returns bought online in-store, and you will have to return your item(s) through our return page here.
Do you offer free return?
We cover your return costs within Norway, our return labels are pre-paid and the return is free, except for items on sale. We do not offer free returns during the sale period. And a shipping fee of 99,- NOK (Within Norway) or 25 EURO (International) will be added to your invoice when refunding the return.
Can I exchange my product for a different size or color?
We do not offer exchanges on orders as we cannot guarantee that we have the product/Size/Color you would like to exchange with when we receive your order at our warehouse.
To exchange your product, simply follow the steps to make a return, and then place a new order of your desired product/size, and we will ship this to you while your return/refund is being processed.
Remember to let Klarna know that you are returning something from your order, to stop your invoice from reaching its due date to avoid late fees from Klarna.
Do you offer free exchange?
Yes, you can exchange your item at no extra charge. To get free shipping on your exchange simply contact [email protected] and we will help you. Please note that for environmental reasons we only offer free exchange once per customer.
Can I return more than one order in the same package?
Should you wish to return items from several orders, you are welcome to send them back to us in one package. Remember to fill out the return form for every order/item you wish to return, and please place a comment, in the comment section with the order number you are sending the order together with. Put all completed return slips inside, and stick one of the return labels on the outside of the package.
What should I do if I don’t have a printer to print out a return label?
If you do not have access to a printer, please contact [email protected] who will happily help you.
When will I receive my refund?
Klarna will refund your money as soon as we have received and processed your return at our warehouse. This can take up to 14 working days after posting your return. When we have processed your return it takes up to 1-3 working days for the money to appear in your bank account.
Please note that in some cases, for example during holiday or sale seasons, it might take a few more days for your return to be received and processed. If you have not received your refund after 14 working days, please contact our customer care team [email protected]llapihl.com, for assistance.
When will my Klarna Invoice be updated?
We will correct your invoice as soon as we have processed your return, and an updated payment request will be sent from Klarna. This process can take up to 24 hours from your return has been processed to your new invoice being updated.
When choosing payment with an invoice, you are responsible to follow Klarna’s terms and conditions and it is your responsibility to “freeze” your invoice in Klarna if you are returning your product. This will stop your invoice from reaching its due date. If you do not freeze the invoice in Klarna, you run the risk of being charged a “late payment fee” from Klarna.