Return and Exchange Policy
Due to the recent COVID-19 restrictions ILLUM is temporarily closed. We have extended your right to return an item with the number of days we stay closed.
This means, when the store reopens, you will have the same amount of days to return as before the temporary closure.
Stay safe and take care. We look forward to welcoming you back very soon.
Items bought at ILLUM can be exchanged or returned for 30 days with the exception of sale items, which can only be exchanged or returned for 8 days. A possible exchange or return must happen in store and you must bring the original receipt. It is expected that the item is returned in a condition where it can be resold as new. This implies that the item is returned in its original packaging and with all price tags still on.
Please be aware that it is not possible to exchange or return any food items, or beauty products that have been opened. Amount on gift cards can be paid out by a fee of 100 kr.
Exchange of gifts
If you haven’t purchased the item yourself, and therefore have no receipt, the items must have an exchange sticker on. With an exchange sticker you are always able to exchange the item or get the money back, even when you don’t have the original receipt.
Should there be a problem
At ILLUM you always get a 2 year guarantee from the day you purchase the item.
According to the Danish sales law, you can report your product for 24 months. This means you can complain about a product, if you – up until 2 years after purchase – find something to be wrong it, which is not caused by wear or negligent use.
The sales law operates with a presumption deadline, which is applicable for the first 6 months after purchase. The rule of presumption says, that if the items breaks within the first 6 months after purchase, it is presumed the item was defect from the beginning. This means that it is ILLUM who will have to prove if you have treated the item wrongly – within the first 6 months.
Should you be in doubt
You are always welcome to contact customer service if have any questions.
Customer Lounge & Services
1001 København K
Tlf. +45 33 14 40 02