Shipping and Returns
What is your return policy?
For online orders, we accept products in unused and unopened condition in original packaging for a full refund within 30 days of purchase. There is no restocking fee, however, the customer is responsible for the return shipping fees. Kjaer Weis maintains the right to deny approval of a refund for items that are believed to have been previously used. To initiate a return, please contact firstname.lastname@example.org for further instruction. Kindly note that the following items are FINAL SALE: all Brushes, all Bags, and Collector’s Kits. Exchanges for products of equal value must be pre-approved by the Kjaer Weis Customer Service team. The return item must be received before the replacement item will be shipped.
How long will it take until my refund is processed?
Once we receive your return, please allow 2-4 business days for your return to be processed and then up to 5-7 business days for your bank to post the refund to your account. You will receive an email when our team has processed your refund.
Can I return a product purchased at a store?
We do not accept returns from retailers other than kjaerweis.com. Please contact the retailer directly to inquire about a return.
How can I cancel or adjust my order?
Please email us at email@example.com as soon as possible if you would like to cancel your order. Our warehouse processes orders quickly, but we’ll do our best to process your cancellation request. Unfortunately, we are unable to make changes or amendments to orders after they have been placed.
I received the wrong item/something is missing from my order.
Our apologies! Please email our Customer Service team at firstname.lastname@example.org so we can look into your order for you.
An item I ordered is out of stock
If an order is placed for an item that has been marked as out of stock in our warehouse, we will remove the item from your order and refund you the full amount.
I want to place an order but the item is out of stock. What do I do?
Due to the nature of small batch production, please allow for additional time for your much-loved items to come back in stock. Please sign up on the product page using your email address to be notified once we are back in stock. We appreciate your patience!
Help! I ordered a Deluxe Sample during checkout and a different Deluxe Sample was sent
For orders of $125 or more, customers will be prompted to select a Deluxe Sample at the bottom of their shopping cart. Due to the limited nature of our Deluxe Samples, and availability at our warehouses, we regret that we are unable to reship a Deluxe Sample if it arrives damaged, if you receive a Deluxe Sample that is different from the Deluxe Sample you chose during your order, or if your Deluxe Sample is missing from your order.
Can you add a Deluxe Sample to my order?
We are unable to add or remove items, including Deluxe Samples, from orders after they have been submitted.
Do I have to include the Deluxe Sample with my return?
No, please feel free to keep your Deluxe Sample!
How long will it take for my order to ship?
Orders placed before 3:00pm EST will be processed within 1-2 business days. During certain peak times, including holidays, orders may take up to 3-5 business days to process and ship. Once your order has shipped, you will receive a tracking number via email. We estimate that you will receive your order within 5-7 business days of its ship date depending on your location.
Can you expedite my order?
At this time we are unable to provide expedited shipping.
How much does shipping cost?
We offer complimentary shipping on all orders.
Where will my order ship from?
Orders for US customers are shipped via UPS from our warehouse in New Jersey. All European orders are shipped via GLS from our warehouse in Denmark.
Do you ship to PO Boxes?
We do not ship to PO Boxes at this time.
My order has been marked as delivered but hasn’t arrived yet
If tracking shows that your order has been delivered but you cannot locate the package, kindly wait until the end of the day as packages can be marked as "delivered" while still in transit. Kjaer Weis is not responsible for packages that are lost, stolen, or misplaced by the carrier.
How do I use my gift card?
Please enter your code into the box titled “gift card or discount code” on the checkout page. We are unable to add a discount code to an order that has already been submitted.
When will I receive my gift card?
All gift cards purchased on kjaerweis.com are digital gift cards and will be sent via email.
Can I combine discount codes or gift cards?
Gift cards or discount codes cannot be combined.