Frequently Asked Questions
All of our items need to be handled with the utmost care. Go to each item and select "Care Guide" for more precise care instructions.
We ship with the following 3 different carriers depending on where you are located : GLS (Denmark), UPS (Europe) & DHL (International).
All orders within Denmark are shipped with GLS. Please allow 1-2 business days for delivery of your package when the package has been processed and shipped from our warehouse.
All orders within Europe are shipped with UPS. Please allow 2-3 business days for delivery when the package is processed and shipped from our warehouse.
UPS usually operates between 9am-6pm on business days. You can specify an alternative daytime delivery address when ordering, for example your work address.
If you place your order international, outside of Europe, we ship with DHL. Please allow 2-3 business days for delivery when the package is processed and shipped from our warehouse.
If you place your order before 11am CET on business days we will do our best to ship your order on the same day. Please note that national holidays can be an exception.
Unfortunately it is not possible to cancel or modify your order once it has been placed. Instead you are more than welcome to return it once received and place a new order on the correct size or style.
For international orders outside of the European Union, a customs duty will be charged to you depending upon the country in which you reside. The carrier will contact you in case of any extra charges or customs clearance. This might delay the delivery.
Saks Potts is not responsible for payment of this duty. By law, we cannot change the value of order on commercial invoices. We must adhere to all international import/export laws.
If your order is placed within the European Union the danish sales taxes and VAT are included in the price. Additional duties will not be added upon arrival in the country of destination. This is according to customs policies regarding sales within the Europe. If, however, your order is placed outside Europe, you will not have to pay the danish Sales Taxes and VAT but you will have to pay additional tax and duties in the country of destination. Saks Potts is not responsible for these or for any fees charged by customs.
All goods are covered by the danish sale of goods, giving you 24 months to complain about an item. As a customer you can complain about defects and deficiencies that arise within 24 months of the purchase.
However, if the defects, deficiencies, or wear and tear are due to negligent use, a lack of maintenance, or simply because of normal wear and tear your right to complain is renounced. In case of a complaint or a missing delivery please contact us at: firstname.lastname@example.org. If the complaint is valid, we will provide you with a shipping label for your return that covers all the return expenses.
You can return your order within 14 days upon arrival.
If you are located in Denmark you can return your order by using the return label that you have received with your order. However please note that you will only receive a return label if you have chosen one of the following shipping services: GLS Delivery to a Pick Up Point or Private Delivery.
If you are located in the rest of the world we do not provide a return label.
Please return your items new, unused and with all Saks Potts tags. Your order must be returned directly to the following address. We do not accept returns to a parcelshop or returns sent with DAO.
When returning your order, please also include the packing note received with your order.
Saks Potts c/o Prime Cargo
We recommend you to keep a postage receipt with a tracking number as proof that the package was sent since you are responsible for the package until it arrives directly to our warehouse.
You are responsible for the return costs and all other expenses.
You can exchange all products within 14 days upon delivery.
If you wish to exchange your purchase to a different size or style, please do so by placing a new order on our website and then return the wrong size or style to the address below. As soon as we receives your return we will refund your order.
Saks Potts c/o Prime Cargo
Once our warehouse has received and processed your return we will refund your order and confirm upon e-mail. Please note that it can take up to 10 days from the day our warehouse receives your return to they process your return.
As soon as we have received your return, the item(s) will go through a quality control check at our warehouse. Once the return has been accepted, all successfully returned items will be credited to the credit card used to originally purchase the item(s). This can take up to 10 days from the day our warehouse receives the return.
The original shipping charges will not be refunded. You will receive an e-mail notification once the refund has been initiated. Please note that it can take between 3-5 business days for the money to be at your disposal once the refund has been processed.
If you have received a defect, incomplete or wrong order please contact our customer service at email@example.com within 72 hours after delivery. Remember to include pictures of the defect, incomplete or wrong order as well as your order number for reference.
We are here to help monday-friday 9am-5pm CET.