Help

Welcome to Scandicart Help. Below you'll find answers to the most common questions about ordering, delivery, returns, product care, payment and tracking. If you can't find what you need, we're happy to help — see Contact us at the bottom of this page.

Quick links

Shipping & delivery

Where do you ship?

We ship across Denmark and to selected EU countries. The destinations and shipping methods available for your order are always shown at checkout.

Where do Scandicart products ship from?

Depending on the item, products may be shipped from Scandicart stock or directly from selected European supplier partners. Whichever the case, your customer relationship and support always remain with Scandicart — we're your single point of contact from order to delivery.

How much does shipping cost?

Shipping costs are calculated at checkout based on the items in your cart, your delivery destination, and the shipping method available for your order. The final shipping cost is always shown before you confirm payment.

How long will delivery take?

Most orders arrive within 3–8 working days. This covers two stages: we prepare and dispatch your order (1–3 working days), and the carrier delivers it (2–5 working days). Some deliveries can take a little longer, for example when an item ships from a partner further away. If anything is going to take longer than expected, we'll email you with an updated date — we'd rather tell you than leave you wondering. You'll receive tracking as soon as your order ships, so you can follow it all the way to your door.

Will my order arrive in one package?

Not always. Some orders arrive in more than one package if items are prepared and shipped from different locations. Where this happens, you'll receive separate tracking for each shipment where available, so you can follow every part of your order.

My order hasn't arrived — what should I do?

If your order hasn't arrived within the estimated delivery window, please contact us with your order number and we'll help track down your package.

Returns & refunds

What is your return policy?

You have the right to return eligible items within 14 days of receiving your order, in line with the EU right of withdrawal (and Forbrugeraftaleloven for Danish customers). You don't need to give a reason to use this right.

What condition do items need to be in?

To be eligible for a return, items should be:

  • Unused and in the same condition you received them
  • Returned in their original packaging where possible
  • Free from damage caused after delivery

Are any items non-returnable?

Some products may not be eligible for return for reasons of hygiene, safety, customisation or other product-specific restrictions. Eligibility may also differ depending on whether an item is fulfilled from Scandicart stock or by a selected supplier partner. Where an item is non-returnable, this is noted on the product page. If you're unsure, just ask us before you order.

How do I start a return?

Contact us with your order number and let us know which item(s) you'd like to return and why. We'll email you a return label to download, print and attach to the parcel, so you can send the item back easily. Please wait for our return instructions rather than sending items back on your own, so we can make sure your return is tracked correctly.

When will I get my refund?

Once your return is on its way back to us — as soon as the parcel is first scanned by the carrier — we begin processing your refund. Refunds are issued to your original payment method. Depending on your bank or card provider, it can take a few additional days for the refund to appear on your statement.

Who pays for return shipping?

It depends on the reason for the return and your delivery country. If an item is faulty, damaged or not what you ordered, the return is always free — wherever you are. Change-of-mind returns within Denmark are also free: we email you a prepaid return label at no cost, ready to download and print. For other EU countries, you bear the direct cost of returning the goods, up to a maximum of €9.95 — we email you a tracked return label to download and print, and deduct its cost from your refund. Where the label costs less than €9.95, you pay only the lower actual amount; where it costs more, we cover the difference. We always confirm the exact amount before you send anything back. If you cancel your entire order, we also refund the original standard delivery fee you paid.

What if my item arrived damaged or faulty?

We're sorry if something arrived in less than perfect condition. Please contact us as soon as you can with your order number and, if possible, a photo of the issue. This helps us put things right for you as quickly as possible. Your statutory rights as a consumer always apply.

Product care & materials

How do I care for my Scandicart products?

Care depends on the material. Where specific care instructions apply, you'll find them on the product page or with the item itself. As a general guide:

  • Wood: wipe clean with a damp cloth, dry promptly, and avoid soaking or dishwashers unless the product page says otherwise. Natural oils can be reapplied over time to keep wood looking its best.
  • Ceramics & stoneware: check the product page for dishwasher and microwave suitability, as this varies by item.
  • Textiles: follow the care label for washing temperature and drying. Natural fibres generally prefer gentle, cooler washes.
  • Glass & metal: hand-washing helps preserve finish and shine over time.

What materials do you use?

We focus on natural, durable materials chosen to last. The specific materials for each item are listed on its product page. If you'd like more detail about a particular product's materials before buying, get in touch and we'll be glad to help.

How do you choose your products?

We curate items for quality, considered design and durability, and we re-review our range as we learn more about products, customer feedback and supplier performance. You can read more on our How We Select Products page.

Payment

What payment methods do you accept?

We accept major credit and debit cards, digital wallets such as Apple Pay, Google Pay and Shop Pay, Klarna (buy now, pay later), MobilePay in Denmark, and other local payment methods depending on your country. The full list of methods available to you is always shown at checkout before you confirm your order.

Is it safe to pay on Scandicart?

Yes. All payments are processed through Shopify's secure checkout, which is PCI-DSS compliant and uses encrypted connections. Your full payment card details are never stored by Scandicart.

When am I charged?

Payment is taken when you place your order, so we can begin preparing it for dispatch. If any item can't be fulfilled, we'll contact you and arrange a refund for that item.

Which currency will I be charged in?

Prices are shown in the currency displayed on the store for your market. The final total, including any shipping, is always shown before you confirm payment.

Order tracking

How do I track my order?

When tracking is available, you'll receive tracking information by email once your order has been processed and shipped. Just follow the link in that email to see the latest status of your delivery.

Can I track from my account?

Yes — if you ordered while logged in, you can view your order status any time from your account page.

I haven't received tracking information — why not?

Tracking usually arrives by email shortly after your order ships. If you haven't received it, please check your spam or junk folder first. If it's still not there, contact us with your order number and we'll send your tracking details.

My tracking hasn't updated — is something wrong?

Some carriers update tracking at irregular intervals, and updates can pause for a day or two while a parcel moves between hubs, especially across borders. This is usually normal. If your tracking hasn't updated for several days or your estimated delivery window has passed, let us know and we'll look into it.

Can I change my delivery address after ordering?

If your order hasn't shipped yet, we may be able to update your delivery address — please contact us as soon as possible with your order number. Once an order has shipped, we're unfortunately no longer able to change the address.

Current offers

Do you have any discount codes?

AGAIN10 — 10% off your order. Available for the first 100 customers. No minimum order value. Enter the code at checkout. Valid until 30 September 2026.

Do you run sales?

Scandicart does not run seasonal sales or artificial discounts. All our prices are honest, everyday prices. We occasionally offer welcome discounts or loyalty codes for returning customers — any active offers are listed here.

Contact us

Still need help? We're happy to assist. To help us help you faster, please include when you write:

  • Your order number (from your confirmation email)
  • The email address used at checkout
  • Your tracking number, if you have one
  • A short description of how we can help

Email: hello@scandicart.eu or hello@scandicart.dk
Phone: +45 93 70 29 99
Response time: we reply within 12 hours on business days (Monday–Friday, 10:00–15:00 CET).

You buy from Scandicart, and Scandicart remains your point of contact for all customer support — from your first question to final delivery.