Contact us
Contact
CUSTOMER SUPPORT HOURS
Monday – Friday 9:00am - 4:00pm CET
Excluding major holidays.
Frequently asked questions
How do I return an item?
You have 14 days* to return your order from the day you receive it. Items must be unused, in their original packaging and with all tags attached.
How to return your order:
- Purchase your own return shipping label.
(We do not provide prepaid return labels.) - Pack your item securely and include your packing slip or order confirmation.
- Ship your return directly to our address (returns sent to parcel shops will not be accepted):
SAUNA
Fiskerbakken 5
DK-3250 Gilleleje
Denmark
Email: orders@shopsauna.com
(Please provide your own phone number) - 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.
Optional: Return in-store
If preferred, you may also drop off your online return in our Copenhagen flagship store, please bring your order confirmation. Refunds are still processed online and not at the register.
*Christmas gifts can be returned until January 7th, 2026. The return package must be shipped no later than this date.
Do you offer exchanges?
We do not offer online exchanges. If you want a different size or colour, please place a new order and return the original item within 14 days.
Optional: Exchange in-store
Online purchases may be exchanged in our Copenhagen flagship store, 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.
How can I cancel my order?
To request a cancellation, email orders@shopsauna.com with your order number and email. If your order was placed during peak periods or weekends, cancellations may not be possible. Cancellations are not guaranteed.
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.