RETURNS

 

 What is your return policy and how do I return an order? 

 

While we always hope you are satisfied with your Pura Utz item(s), you may return your order up to 30 days after delivery. *Please note that made-to-order purchases can not be returned.

Since we are a tiny company, customers cover the responsibility and shipping costs for returns.
For Domestic returns (Denmark) please, create your return and get a return label here. You are also welcome to stop by our *Tienda in Copenhagen during opening hours :)
For International returns please reach out to us with your return request at loveletters@purautz.com, we will create a pre-paid shipping label for you to print and stick to your package. Please ensure to mark the shipment as a return. *The cost will be deducted from your original purchase amount upon receiving the the return item(s). **Note that all international returns will be created with DHL Express.
 
Domestic Return Cost: 60 DKK
International Return Cost: 140 DKK
 
1) Create your domestic return label or inquire us about your international return via email loveletters@purautz.com.
2)  Pack the items (consider saving the worry doll and stickers for yourself, its our treat:)) 
3) Print your pre-paid shipping label and stick it to your package. 
4) Once your return has been received and processed by us we will refund your order. You will receive an email notification with your refund.
 
For general customer service or inquiries regarding returns contact loveletters@purautz.com.
 
PLEASE NOTE**

If an item is returned to us because a customer refused to pay for any import taxes or customs duties due payable, Pura Utz will recover from the customer all costs or any fees incurred by Pura Utz. Please note that if the customer refused to pay customs duties upon delivery, a refund will only be issued after the product has been returned to us.

 

If you choose to return your item(s) yourself, we highly encourage you to use an insured, traceable shipping option, so we can track the package. Please provide the tracking number if/when it is available. We only accept packages shipped to our business address listed below. We do not accept packages that are to be picked up at post offices or other pick up locations. If a package is lost due to shipping with another courier of the customers choice, Pura Utz does not assume responsibility for the lost items. 

 
Pura Utz
Sorgenfrigade 1,
2200 Copenhagen N
Denmark
loveletters@purautz.com / 0045 32617870

 

 Can I exchange my product for another one? 

We are unable to provide exchanges of different products. For any other kind of change, a new purchase must be made and the original returned to our office.

 

Can I get a gift receipt?

We do not print receipts. Reach out to loveletters@purautz.com for any special return and/or exchange needs.
Please write your order number when emailing us.