CUSTOMER SERVICE

CONTACT HAYSHOP:

CUSTOMER SERVICE
MON  / 09 - 16.30
TUE - WED - THUR / 09 - 15
FRI / 09 - 14
PHONE: 42 820 820 (PRESS 4)
MAIL: HAYSHOP@HAY.DK

 

FAQ

GENERAL INFORMATION

WHY IS YOUR WEB SHOP IN ENGLISH?

Hayshop.dk is a Danish web shop for Danish customers only but we do have a lot of visits from foreign customers who seek product information and pictures of our things. This is why we do it in English. If you need to contact us you are more than welcome to write to us in Danish.



DO YOU HAVE PHYSICAL STORES?
 
Yes. We have three stores in Denmark - HAY CPH and HAY HOUSE in Copenhagen and HAY AARHUS in Aarhus. Furthermore we have quite a few retailers all over the country.





AM I ABLE TO UNSUBSCRIBE FROM YOUR MAILING LIST?

You can subscribe to our news letter and receive regular commercial emails from us, detailing new products, special promotions and brand news.
You can unsubscribe from our news letter by filling in the form on the website front page or by clicking on the unsubscribe link in the overall commercial communications that we send out.
Occasionally errors can be found in the unsubscribe link sent to you or possibly there could be minor time-lags between your unsubscribing and the following email being sent.



CAN I ORDER VIA PHONE OR EMAIL?

If you are unsure as how to shop online, feel free to contact us at +45 42 820 820 (press 4) or at hayshop@hay.dk



WHAT ARE COOKIES?

Cookies are harmless, small text files that are used widely on the internet. Cookies are used on the HAYSHOP.DK website in order to authenticate site tracking and they hold simple information about our visitors such as site preferences and the contents of your shopping basket.



IS YOUR WEBSITE SECURE?

We take security seriously. HAYSHOP.DK uses the best possible partners to ensure that the website is as secure as possible. When you shop on our website, all payment data is transmitted via secure encryption on our high-tech connections using complicated logarithm combinations, so that only we are able to read this data.
HAYSHOP.DK does not receive or store any information relating to your form of payment. We merely receive a message stating that the funds have been reserved to HAYSHOP.DK and these can be transferred to us once your order has been processed and the goods dispatched.
 




PAYMENT


WHICH CURRENCIES ARE ACCEPTED IN THE SHOP?

Products can be purchased in DKK. All Prices are including Danish VAT.



WHAT PAYMENT METHODS DO YOU OFFER?

We currently accept these forms of payment including VISA, VISA Electron, VISA Dankort, Dankort, Mastercard, Maestro, American Express and JCB. There are no extra charges when you shop using your credit card. Money is only drawn from your card after your order has been shipped from our warehouse. All prices shown on the website includes VAT.





YOUR ORDER

 
WHEN DO I RECEIVE AN ORDER CONFIRMATION?

A few minutes after finishing your order, you will automatically receive an order confirmation from our system on your registered e-mail. This is just a confirmation telling you that the order has been received correctly.
If you have ordered accessories with a delivery time of 4-5 working days, you will receive a personal confirmation-email only when we have shipped your order to your address.
If you have ordered furniture or rugs you will receive a personal order confirmation with more details of the delivery time and handling-way. If you put down an order after a Friday at 12.00 you will receive a confirmation on the following working-day.
If any changes of the delivery time or additional information regarding your order, we will inform you accordingly.


 
CAN I TRACK MY PARCEL?

All our accessories are delivered by GLS or Post Danmark. You are able to follow your parcel by using the tracking number sent to you when the parcel has been shipped from our Warehouse. If your parcel fails to arrive within the time frame of the service paid for, feel free to get in touch with courier or HAYSHOP.DK.
Furniture and rugs are delivered by our own carriers.


 
CAN I CHANGE OR CANCEL MY ORDER?

Once you have placed your order, you must write us an e-mail immediately at Hayshop@hay.dk or call customer service tel: 42 820 820 (press 4), if you wish to change details about your order.






DELIVERY

 
WHAT ARE THE DELIVERY TIMES?

On each product sheet there is an approximately delivery time. Please take notice this is working days, which means weekends and public holidays do not count in the delivery time.
Please contact us in urgent matters, and maybe we can help you with another delivery time.


DO YOU OFFER WORLDWIDE DELIVERY?

No, unfortunately we only offer deliveries within Denmark. But please contact us on Hayshop@hay.dk, and we will inform you about purchasing our products in your country.






PRODUCTS


ARE ALL PRODUCTS HAY PRODUCTS?

Yes. HAY was originally a furniture company, now we also design accessories and textiles for your home.
Hayshop.dk has the full product range.
Some furniture like dining chairs, sofas etc. are made with upholstery. We offer a large range of colors and structures and not all of these are available on our web shop. Please contact us in our physical stores or via telephone/e-mail if you need further information on these items.
 


WHICH TEXTILES DO YOU MAINLY USE?

We use high quality textiles from Danish textile-company Kvadrat. The names of the textiles mainly used for upholstery are as follows: Steelcut Trio, Hallingdal, Remix and Divina Melange. See colors and specifications on www.kvadrat.dk
 


WHERE DO I FIND INFORMATION ON MAINTENANCE AND ASSEMBLY INSTRUCTIONS?

If special maintenance or assembly- instruction are needed for a product  you are able to find them on the product info-sheet for a PDF download.






RETURN AND REFUNDS

HOW DO I RETURN UNWANTED GOODS?

If received goods do not meet your expectations, you are able to return the goods within 14 days.
When returning goods to us, you are required to pay for return postage unless a mistake is on our side.
Please return goods to us in their original condition and packaging.
Refunds take place within 10 days from receiving the returned goods.
Please fill out this form located under "information" - " Return"
After filling out the form, you will receive a copy on e-mail. Please include a print of this to the parcel before sending.

Send to:

HAY CPH
Pilestræde 29-31
1112 København K
Att. Hayshop.dk




Dankort, Visa/Dankort VISA Electron MasterCard American Express JCB Maestro

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