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FREE DELIVERY ON ALL ORDERS OVER - EUROPE €250 / REST OF THE WORLD $390

FAQ

ORDERS



I typed the wrong delivery address/email on my order.
Please continue to our Contact-page, and send us an email with the correct information, so we can update your order.

I placed an order but didn't receive an order confirmation.
Start by checking your spam-filter. If you still haven't received one, please continue to our Contact-page, and send us an email with your name and the item you ordered, so we can be sure your order went through properly.

I didn't receive a tracking number.
Once your order is processed and ready for dispatch, you will receive an email from our carrier with your tracking number. Please note: There can be a delay of several hours, from when the tracking number is created, until it is active.

Can I make changes to my order?
Unfortunately, that is not possible. If you would like to change something on your order, you will need to cancel your original order and place a new one. To cancel your order, please continue to our Contact-page.

I want to cancel my order.
It is only possible to cancel you order, if we have not processed it yet. Please continue to our Contact-page or send us an email at support@streetmachine.com

There are items missing in my order.
Please continue to our Contact-page and send us an email with your order number and the name of the missing item, then we will get right on it.
— If the item is still in stock, we will arrange an immediate dispatch.
— If the item is out of stock, we will simply issue a refund for the missing item.
— If there is an item on the delivery note, that is not in your parcel then please contact our support immediately.

The order I placed is for a gift, what is the return policy?
Please send us an email at support@streetmachine.com with your order number and the date you will be giving the gift, so we can extend your return policy.


SHIPPING



When are you going to ship my order?
We strive to send all orders, placed before 10am the same day. However, during peak times there can be delays. Once your order is completed (processed and ready for dispatch) you will receive an email from our carrier with your tracking number. Please note: There can be a delay of several hours, from when the tracking number is created, until it is active.

Can you ship my order with another carrier?
All international orders are shipped with FedEx. Orders inside Denmark are Shipped with Post Nord. No exceptions can be made.

Can you ship to my P.O. Box?
We do not ship to P.O. Boxes. No exceptions can be made.

Why am I being charged import taxes on my order?
When shopping on streetmachine.com from outside the EU, our pricing is set to accommodate any import taxes you may encounter. Therefore, the price you see is excluding the 20% Danish VAT.
E.g.: a customer within the EU pays $100 for an item. The same item is sold to a customer outside the EU for $80, but that customer risks paying local import taxes on the item. These charges are the responsibility of you, the buyer, and are set by the local tax authorities in your country.

According to the tracking information, my package has been delivered but I haven't received it. What should I do?
Please contact the shipping carrier and inform them of your tracking number (you'll find your tracking number on your shipment confirmation) and request an investigation.

My package was damaged during transport, what should I do?
If you receive a package that has been damaged while in transit, please take a few pictures of the package and contact the carrier within 10 days of receipt, then they will assist you with your claim.


RETURNS



You can read our full return policy at:
https://www.streetmachine.com/shippingandreturns


How do I return my order?
We offer a simple and easy return service. Simply post the goods to be returned (in original, unused condition) along with the order number and return slip to:

Streetmachine Webshop
Laplandsgade 11
2300 Copenhagen S
Denmark
Att: RETURNS & REPAIRS

* Please remember to write RETURN AND REPAIRS on the outside of the package to ensure a swift transit through any customs offices it may encounter. Excluding this information can result in a protracted delay of your return - and in worst case the customs office will send the package back to your address.

Please note that you are responsible for the product until it reaches us, so send the package with a traceable service so it can be located at all times. Return shipments without a traceable service, will not be covered by Streetmachine.

Once we have inspected the returned goods, we will refund the total product value and you will receive an email letting you know that your return has been processed. The refund will automatically be issued to the card used to make the original purchase.

Please note, it can take up to 28 days for funds to appear on your account for orders placed with credit card. Please contact your bank for further details on releasing the funds. PayPal refunds appear within 24 hours.

PayPal return service:
If you paid for your order via PayPal, they will refund your return shipping costs up to 30USD on 12 eligible purchases a year.
Read more here: https://www.paypal.com/us/webapps/mpp/returns

Can I return my order in one of your stores?
No, unfortunately in-store returns are not possible.

Did you receive my return?
You will receive an email, once we have received your return and issued a refund.
The refund will automatically be issued to the card used to make the original purchase.

When do I get my refund?
Once we have received your return and issued a refund, you will receive an email confirming the refund to your account. The refund will automatically be issued to the card used to make the original purchase. Please note, it can take up to 28 days for funds to appear on your account for orders placed with credit card. Please contact your bank for further details, on releasing the funds. PayPal refunds will appear within 24 hours.

Can I exchange my item?
We do not offer exchanges. Instead, for the fastest service possible, we kindly ask that you place a new order and send the unwanted product back to us. Once we receive your return we simply issue a refund.

If you have any inquiries about returns, please contact us at: support@streetmachine.com


CLAIMS



I have received a faulty item.
Please send us an email at support@streetmachine.com with your order number and a few pictures of the faulty item.

I have received an incorrect size or item with my order.
We apologize for the mistake.

For Danish customers: please use the return label included in your package to return the incorrect item. Remember to include your order number. And please contact us at support@streetmachine.com with your order number and details regarding the incorrect item. If the correct item still is in stock, we will send it out as soon as you have shipped the incorrect item back to us. Otherwise we will refund you upon the package's arrival.

For international customers: please contact us at support@streetmachine.com with your order number and details regarding the incorrect item. Then we will arrange for the incorrect items to be picked up by FedEx, free of charge. All you need to do, is print out the FedEx documents we send you, and arrange for a pick-up with your local FedEx office. If the correct item still is in stock, we will send it out as soon as you have shipped the incorrect item back to us. Otherwise we will refund you upon the package's arrival.

For any unanswered questions or inquiries.
Please continue to our Contact-page.