Frequently Asked Questions


Find the answers on the most commonly asked questions here


CANCELATION 


Is it possible to cancel my order?

Unfortunately, it is not possible to change your order after your payment is confirmed. However you could still contact our customer service on this e-mail online-shop@lifestone.dk to check if they are able to help you. 


RETURNS 

Can I return my item?

Yes, within 14 days of your delivery date. The following conditions apply:  


  • Items must be returned in their original condition: unworn, unwashed, and the original labels must not have been removed from the items.
  • The items must not have been damaged. They must not present traces of makeup, deodorant, perfume, or any other products stains, hair, animal hair, odors, etc.
  • For hygienic reasons, jewellery (necklaces, earrings / piercings) cannot be refunded


Returns that do not comply with these conditions will not be eligible for a refund: the items will be returned to you and will be subject to shipping charges. Otherwise, we reserve the right to reduce your refund to take account of the value of the return costs in question.


Please note that you are responsible for the return costs and you can return the items to us by the delivery method of your choice. We do not accept returns of unwanted items after the corresponding return period of 14 days. 


Where do I return my order?

LifeStone (returns)

Brøddegade 19-21, 3760

Gudhjem, Bornholm

Denmark

Tlf: 5648 7550


Remember to keep you postal receipt just in case something happens to the package while being shipped.


How can I exchange?

When exchanging, make a new order and send the old order back.


DELIVERY 

Was my order shipped?

As soon your order leaves our stock we'll send you an email with you invoice informations and a track & Trace, so you can track your order.


Can I track my order?

Yes, you will receive a track & trace number so you are always capable of tracking you order.


I haven't received the correct order

If a different item from your delivery note was delivered, please contact our costumer service on e-mail: online-shop@lifestone.dk with your order number ready - then we will do our best to help you.


How long does it take before I receive my order?

Our delivery time is 3-10 days within Denmark and 5-12 days outside Denmark


PAYMENT 

How can I pay for my order?

We take following cards:

  • Creditcard: Dankort, Visa/Dankort, VISA, Mastercard
  • Debetcard: VISA Electron


My payment was not approved

If your payment wasn't approved we won't charge your account and your order is not approved. If something is wrong with your payment you will immediately get a message on your screen.


CLAIMS 

The product I received is damaged

If you have received an incorrect or defective item, please contact our customer service by e-mail at online-shop@lifestone.dk within 48 hours of delivery. Our team will be happy to help you. Do not forget to communicate your order reference  and the problem encountered, as well as including photos of the item(s). No refund will be made if you are no longer in possession of the item or if the item no longer has its original label and packaging. We will exchange the item for you. 


I received the wrong product

If you have received an incorrect item, we apologize and ask you to return the item as soon as possible so the amount can be refunded. Note that we can not exchange a wrong item. Instead, make a new order through the webshop.


Have you received my return order?

It takes up to 10 business days to process your returned goods. If it takes longer please contact customer service. Please be aware that in case your package is lost and the shipping company needs extra time to locate it, we apply 15 days before repayment.


Wrong refund amount

If you believe you haven't received the correct refund amount for your return order, please contact our customer service on e-mail: online-shop@lifestone.dk 

Please note, we only refund shipping costs in case of approved claims.


PRODUCT INFORMATION

Can I have extra information about a style?

If you need more information about a product on our website please contact our customer service on e-mail: online-shop@lifestone.dk and we will do our best to help you.


If you still have questions please contact our customer service on e-mail: online-shop@lifestone.dk


CONTACT US

• Instagram: @lifestone_bornholm

• Customer service: online-shop@lifestone.dk