Contact us
Customer service
CUSTOMER SUPPORT HOURS
Monday – Friday 9:00 - 15:00
(Excluding bank holidays)
FLAGSHIP STORE
Løvstræde 1A, 1152 Copenhagen
Opening hours:
Monday - Saturday: 12:00 - 18:00
Sunday: 12:00 - 15:00
(Excluding bank holidays)
Frequently asked questions
How do I return an item?
You have 14 days from the day you receive your order to return your items.
To start a return, simply use our Return Portal:
https://www.returnflows.com/en/shopsauna-com/introduction
Enter your order number and the email address used when placing your order, then follow the instructions.
If you choose a refund to your original payment method, a DKK 39 return fee will be deducted from your refund.
Returned items must:
- Be unworn and in their original condition.
- Have all original tags attached.
- Be free from perfume, makeup, smoke or other signs of wear.
- Be returned within the 14-day return period.
Once your return has been received, inspected and approved, your refund will be issued to your original payment method. Depending on your bank or payment provider, refunds typically appear within 5–10 business days.
Gift Card + 10%
Choose Gift Card as refund method and receive 10% extra value on your approved return.
Return in Store
You can also return your online order at our Copenhagen Flagship Store. Please bring your order confirmation. Refunds for in-store returns are still processed through our online system and will be issued to your original payment method.
How can I cancel my order?
If your order has not yet been shipped, you can easily cancel it using our online cancellation page:
https://shopsauna.com/apps/cancel
If your cancellation request is received before your order has been shipped, your order will be cancelled and refunded to your original payment method.
If your order has already been shipped, it can no longer be cancelled. Instead, you can return it within 14 days of receiving it by following our return policy.
Do you offer exchanges?
We offer free exchanges through our Returns Portal.
To start an exchange, simply visit:
https://www.returnflows.com/en/shopsauna-com/introduction
Enter your order number and the email address used when placing your order, then select Exchange and choose your preferred size or item.
Once we have received and approved your return, we'll ship your replacement as quickly as possible.
Exchange in Store
You can also exchange your online order at our Copenhagen Flagship Store, subject to product availability. Please bring your order confirmation.
When will I receive my refund?
Once your return arrives at our warehouse, it may take a few days before it is inspected and registered. After it has been registered in our system, your refund usually appears in your account within 5–10 business days, depending on your bank.
When will my order ship?
Orders are processed Monday–Friday and ship within 2–5 business days, excluding weekends and holidays.
Once shipped, you'll receive a confirmation email with tracking details. Please allow 48–72 business hours for tracking to update with your estimated delivery date.
When will I receive my order?
Orders are processed Monday – Friday and shipped within 2-5 business days. Excluding the weekend and major holidays.
Once your order is shipped, you will receive a shipping confirmation email with your tracking information. Allow 48-72 business hours for your tracking information to update with an estimated delivery date.
Why was my order cancelled?
If your order was canceled, please check with your bank to ensure your payment details are current. Cancellations may also occur due to limited stock availability.
How do I know my order is confirmed?
You'll receive an order confirmation via email shortly after placing your order. If any items are out of stock, we'll inform you by email. Please check your spam inbox.
I didn’t get any order confirmation?
If you haven’t received a confirmation, it’s often due to a mistyped email at checkout.
Please contact us at orders@shopsauna.com for assistance.
My tracking number shows no updates — what’s going on?
Tracking numbers are generated when your shipping label is created. Allow 1-3 business days for the courier to scan the package for updates.
Can I change my order after it’s placed?
Once an order has been confirmed, it can't be modified or adjusted.
I used a wrong address. How can i change it?
Address updates can be requested, but are not guaranteed. Please review your information before you checkout.
Do you ship internationally?
Yes. We currently ship to the following countries:
EU countries:
Denmark, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Germany, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
International countries:
United Arab Emirates, Australia, Canada, Switzerland, United Kingdom, Hong Kong, Israel, Japan, South Korea, Malaysia, Norway, New Zealand, Singapore, United States, Turkey.
Are there any additional charges?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
If an item is sold out, will it restock?
We currently do not restock items. Once a product is sold out, it will no longer be available.
Some items may become available again due to returns or inventory updates. Restocks are not guaranteed.
How can I find out when new stuff drops?
Subscribe to our Newsletter or follow us on Instagram for early release information.
What is your product guarantee?
All products are covered by a 24-month warranty under the Danish Sale of Goods Act. This excludes issues from misuse, poor maintenance, or normal wear and tear.
I received a damaged product — what should i do?
Please contact us at orders@shopsauna.com with your order number, images of the issue, and a description.
Can I get some free stickers?
Stickers are included with online orders when available, but are not guaranteed.