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FAQ SHOPDYRBERGKERN.COM
This page will help you find the answer to your question. The most common questions are highlighted immediately below. All other information about www.shopdyrbergkern.com, the website, the products and your order can be found below.
HELP & CONTACT SUBJECTS
My order
Delivery information
Payments
Discounts
Returns
Newsletter
Technical problems
Contact shopdyrbergkern.com
CAN I CHANGE MY ORDER?
Once your order has been confirmed, it's not possible for you to change it, as we will send your order immediately to the warehouse for fast delivery.
CAN I CANCEL MY ORDER?
Once your order has been confirmed, it is not possible for you to cancel it. We will process your order once we receive it for fast delivery. If you no longer wish to have the items, you’ll have to return them upon receival.
HAS MY ORDER BEEN SHIPPED?
As soon as your order is dispatched from our warehouse, we will email you to confirm that the package is on their way.
CAN I TRACK MY ORDER?
Depending on the carrier we send your order with, the shipping email we send you may include a unique tracking number which you can use to track the progress of your parcel.
PART OF MY ORDER IS MISSING
If the delivery note says an item should be in your parcel but it isn't, please get in touch with Customer Service. Let us know the Order Number and the Item Number or Product Name of the item you wanted, and we'll look into it. We'll usually be able to send you the item we missed out, but in on the rare occasion that it isn't possible, we'll refund the money you paid for it.
A MISTAKE HAS BEEN MADE WITH MY ORDER
Every so often mistakes do happen, but we do our best to sort them out as smoothly as possible. If you have noticed that we have made a mistake with your order, please contact Customer Service and let us know.
DO YOU DELIVER TO MY COUNTRY?
We deliver to:
- Austria
- Belgium
- Bulgaria
- Cyprus
- Czech Republic
- Denmark ***Please note we do not send to Greenland and Faroe Islands
- Estonia
- Finland ***Please note we do not send to Åland
- France ***Please note we do not send to Corsica
- Germany
- Greece
- Hungary
- Ireland
- Italy
- Latvia
- Lithuania
- Luxembourg
- Malta
- Netherlands
- Poland
- Portugal
- Romania
- Slovakia
- Slovenia
- Spain ***Please note we do not send to Canary Islands, Mallorca and Ibiza
- Sweden
- United Kingdom ***Please note we do not send to Northern Ireland and Isle of Man
DELIVERY TIME
We know how important it is to receive your goods when you expect them, especialy if you have ordered something for a special occasion and we use a large network of distributors to deliver goods from shopdyrbergkern.com to all over the world.
We allocate the distributor we believe will deliver your order to you in the quickest time depending on your location, size and weight of your order. Deliveries will be made within 2-4 days from order placement.
DO I HAVE TO PAY CUSTOMS AND IMPORT CHARGES?
No. All customs and import charges are included in the price of the order. However if taxes and duty have been levied on top of your order please get in contact with Customer Service for assistance.
DO YOU DELIVER TO PO BOX ADDRESSES?
Unfortunately, we can't to ship to PO Box addresses for security reasons.
HOW DO I PAY FOR MY ORDER?
We offer three convenient ways of payment alternatives:
1. CREDIT CARD/DEBIT CARD
Choose the credit card/debit card that you wish to pay in the checkout and fill in the information you will be prompted for. No additional costs except for shipping fee will be added.
We accept the following credit cards:*
- Visa Credit Worldwide
- MasterCard Credit Worldwide
- Visa Debit
- Visa Electron
- Visa Card Bleu
- Maestro Domestic
- Maestro International
- Maestro / EC Karte (Only if card number is on card)
- UK Switch / Maestro
- EC Cash (Giro Card)
- Ireland Laser
- JCB
- Dankort
All credit and debit cardholders are subject to validation and authorisation by both the card issuer and us to maintain security and prevent fraud. We also take security very seriously and we assure you that your personal details will be safe with us.
*You can only pay with a credit card that is issued in the same country as your shipping address. You can also choose to pay on invoice or installments. Read more about these Payment Methods here.
2. PAY ON INVOICE
This is one of the most convenient ways to pay for your purchases. This is available for Sweden, Denmark, Finland and Germany.
Simple - try out your purchases at home. Should something not meet your expectations, return it within 14 days and it will be deducted from your invoice.
In-expensive - you have up to 60 days credit, pay the invoice at the end of the month together with your other bills. No additional interest rate and the invoice fee is only 29 sek per invoice.
Flexible - you can always change your invoice to a BZT Fashion account where you can part-pay in installments instead.
To pay on invoice, simply choose Invoice as payment method in the checkout, enter your personal number and a credit check will be made automatically. When approved you will get a credit of 5000 sek.
Find your favourite styles and pay next month - shop now!
Read the full terms and conditions here.
3. PART PAYMENT – BZT FASHION ACCOUNT
Do you prefer to part-pay in installments? Then BZT Fashion account is the payment method for you. This is available for Sweden, Denmark, Finland and Germany.
Convenient - Split your purchased amount into part-payments and pay in your own pace for up to 18 months.
Flexible - You’re in control of your monthly cost. Pay the minimum amount or more - we also offer 2 payment-free months per year. You can always pay your full debt at any time and to no extra cost.
One invoice/month - you will only receive one invoice/month. Everything you shop in between will be added to your BZT Fashion account and your new invoice will state all new purchases, your paid installments and your minimum amount that you have to pay.
Deductable interest rate - the interest rate is deductable in your tax report (SE/DK).
Pay in installments - examples of your monthly cost:
Interest rate/month: 1,71%
Invoice fee:
- Sweden 29 SEK/month
- Denmark 29 DKK/month
- Germany €2,95/month
- Finland €3/month
- Effective yearly interest rate: 30,2%
It’s simple!
To pay in installments you only choose Invoice as payment method in the checkout and when you receive the invoice you simply pay the minimum amount or more. Each month you will receive a new invoice with a new minimum amount depending on your balance.
Read the full terms and conditions for BZT Fashion account here.
Find your favourite styles and pay in your own pace - shop now!
BZT Fashion AB is the company handling the shopdyrbergkern.com for Dyrberg/Kern. BZT Fashion’s partner in regards to invoices is Collector Credit AB, click here to read more about them.
WHEN WILL I BE CHARGED?
When you place your order your card will be authorised, and you will receive an email confirming that your order has been successful. Payment will be taken when we have shipped your order from the warehouse. If your card is not authorised, payment will not be taken, and you will get a notification immediately on the screen that the payment was unsuccessful.
IS IT SAFE TO ORDER ONLINE?
We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times. We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:
* Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
* Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
* Data Integrity - this checks the data being transferred to ensure it has not been altered.
WHAT ARE SHOPDYRBERGKERN.COM PROMOTION CODES?
Promotion codes are codes that can be used to obtain discounts. Discount codes are from time to time used as promotions. Make sure you receive the information about future promotions by signing up to our newsletter. Click here to sign up!
HOW DO I USE MY CODE?
Make sure you type your code into the appropriate box when you check out, and hit “update” to apply it to your order. If it is not applied at this point, we can't apply it to the same order later on and you will be able to use this discount in your next order.
I FORGOT TO USE MY PROMOTION CODE
Unfortunately, if you did not enter your discount code at the checkout, we are unable to apply it to that order or amend your payment.
HOW DO PROMOTION CODES AFFECT MY RIGHT TO RETURN AN ORDER?
If a promotion code was applied to your original order, your refund amount will be adjusted to reflect this. Unfortunately, we can't re-issue a promotion code, even if your original order is returned to us.
HOW DO I RETURN AN ITEM?
As an online business, we aim to provide a Returns service that is hassle-free for you. We try to make sure everything we sell will make you happy, but if you ever do need to send anything back to us, you can find return instructions on the return note that is included in your package or check out our Returns Policy.
When you return something, it is important that you save your return tracking number, as this proves that you sent it back to us if it gets lost in transit.
Please note that it is not possible to return any items purchased on shopdyrbergkern.com to a physical store.
I HAVE RECEIVED A FAULTY ITEM
We don't want our customers to receive items that are anything less than top quality, so if you think anything in your order is faulty, please return the items to us within 14 days of receiving your package. Should you contact customer service please let us know the following details: your order number, product code/product name and details of the faulty item(s).
I HAVE RECEIVED AN INCORRECT ITEM
If you have received an incorrect item, we sincerely apologise. Please return the items to us within 14 days of receiving your package. Should you contact customer service please let us know the following details: your order number, product code/product name and details of the faulty item(s).
HAVE YOU RECEIVED MY RETURN?
As soon as your return has been processed by our warehouse, we will email you to let you know.
It usually takes about 10 working days for us to receive and process your return and in the unlikely event you do not receive this email, please get in touch with our customer service team and we will get back to you within 1 working day.
We recommend that you use a safe returns delivery with track and trace as this proves that you sent it back to the warehouse if it gets lost in transit.
WHEN WILL I RECEIVE MY REFUND?
We will process a refund within 3 days of receiving your parcel. Please allow 2-30 days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you're with. We will credit your refund to the same card you used when you placed your order. If we can't do this (i.e. if the card has been declined, cancelled or has expired), please get in touch with our Customer services with your bank account information and we will process your refund your item via bank transfer.
YOU HAVE REFUNDED ME THE WRONG AMOUNT
If you think you have been refunded the wrong amount please get in touch with our Customer service quoting your order number and the required refund amount. Please note: Delivery charges are non-refundable so you will be refunded the full value of the items returned less the delivery charges.
WHY HAVE YOU NOT REFUNDED THE DELIVERY CHARGE?
If you are returning items because you have changed your mind, this will be at your own cost, and we can't refund your postage. However, if we sent you the wrong item or something faulty, just contact Customer service and we'll help you to send it back free of charge.
HOW DO I SUBSCRIBE TO THE SHOPDYRBERGKERN.COM NEWSLETTER?
Don’t miss out on the latest deals and fashion! You can subscribe to the newsletter here.
QUESTIONS ABOUT A PRODUCT
CAN YOU PROVIDE MORE INFORMATION ABOUT A PRODUCT?
We try to publish as much useful info as we can about all our products, to help you buy the things that will suit you best. The product page for every item includes description and images. If you have any other questions regarding a product please get in touch with Customer service quoting the product name, and we'll do our best to answer your questions as soon as possible.
I HAVE SEEN SOMETHING ADVERTISED BUT CANNOT FIND IT ON THE SITE
Just type the name of the item or its code into the search box at the top of the homepage, and it will take you straight to the right page, unless the item is sold out or not available in the webshop.
I AM HAVING TROUBLE USING THE SHOPPING BAG
Any item you add to your shopping bag will be reserved for you for two hours while you carry on shopping. After this time, items will be removed from your basket and other customers will be able to buy them. If items are disappearing from your shopping bag within two hours, this may be because you are using your internet browser's 'back' button, rather than selecting one of the 'Continue shopping in...' links on the shopping bag page.
If you are still having problems, try deleting the cookies on your computer. All you need to do is go to the 'Tools' tab on your Internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.
I HAVE SEEN A PRODUCT BUT IT NO LONGER SEEMS TO BE IN STOCK
We know how frustrating it can be when you have your heart set on an item and you go to buy it but it’s out of stock.
However, some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does. As we try to keep our products fresh, we add hundreds of new items every week so you might just find something similar to the one you were looking for.
Try browsing through our departments at the top of the web-page and then refine the type of item you are looking for by clicking on each of the sub-sections.
OTHER TECHNICAL PROBLEMS
If you are having any other problems, we recommend you make sure you have the latest updates and patches for your operating system.
If you're still having problems using our site, please feel free to get in touch with Customer service and we'll be happy to help. To help us look into your problem please try to include as many of the following details as possible: Your operating system (e.g. Windows Vista, Mac OS 9.0), internet browser (e.g. Internet Explorer 8, Firefox 3.5), what URL you were trying to access (e.g http://www.shopdyrberg kern.com/contact) and the time the problem occurred. Please cut and paste any error message that appeared on the screen into the email.
HOW DO I CONTACT YOU?
As an online retailer, we want our customers to have a fantastic experience when buying goods and we try to give the information upfront that will help most customers answer any questions right away.
If your question has not been answered by one of the Frequently Asked Questions on this page please contact Customer service and we will be happy to help you. We will get back to you as soon as we can and do our best to answer all queries within 1 working day.
Please fill in the form here to get in touch with Customer Service or call +800 DYRBERGK (00800 3972 3745) to contact Customer Service by phone.
Opening hours for Customer Service is 08:00 - 19:00 CET. Monday to Friday. We are closed on Swedish public holidays.
