Customer service

We work hard in the warehouse to get your items shipped as quickly as possible! Our goal is always to dispatch orders within 24 hours of receipt, and our e-mærket statistics confirm that we ship 100% of our orders within 48 hours.

Once GLS or DAO has picked up the package from us, you will typically have it the very next day. This applies both to delivery to parcel shops and to private addresses.

In a hurry? Then we recommend choosing GLS at checkout, as they are most often the safest choice for lightning-fast delivery.

Absolutely. We are constantly working to expand the shop so that you can find everything you need for an organic everyday life in one place.

But most of all, we want to stock what you are missing. If you are unsuccessfully looking for a specific brand or product, please do not hesitate to write to us. Many of our best products have actually been added because a customer asked for them.

Feel free to send your idea to us via our contact form at the bottom of this page – we always listen!

First of all, welcome to Økofamily’s customer club! When you sign up for our customer club, you will receive 2 emails from us:

1. An email with your login details.
2. An email with your personal discount code.

To use the discount code, there is one important rule: You must be logged in to your profile for the code to work.

The system needs to recognize you as a member of the customer club in order to release the discount.

Therefore, you must do the following:

Log in to your profile:

• On PC: Click the small “person icon” in the upper left corner and log in.
• On mobile: Scroll all the way down to the bottom of the page and tap “Your account,” then log in to your profile.

You can then add items to your cart, go to checkout, and enter the discount code from your email. 
The discount will now be deducted automatically.

Remember to check your spam filter if you have not received the email with the discount code shortly after signing up.

We love to spoil our customers with great offers and campaigns, but you may experience that your discount code does not apply to our entire range.

Unfortunately, we have certain brands and products in our range where our profit margin is very low, either because we strive to maintain generally competitive prices, or because the supplier’s margins are too tight. On these items, we cannot offer additional discounts, as it would not be financially viable for us. Therefore, these specific items are coded not to trigger discounts, even if you have a valid code.

We always strive to inform you about any exceptions. Most often, you will be able to see which brands or categories are excluded in the “small print” text that accompanies where you found or received the discount code.

We hope for your understanding that for selected products we prioritize a fixed low price for everyone rather than higher prices that can be discounted.

We do everything we can to keep our shelves stocked, but sometimes things move fast!
Fortunately, you do not have to check the shop every day if your favorite product is out of stock. On the product page itself, you can click “Notify me when back in stock,” enter your email address in the field, and click “Sign me up.”

We will then automatically send you an email as soon as the product is back in stock. This is purely a service, completely non-binding, and you will only receive one email when the product is actually available again. You will not be signed up for our newsletter or customer club by using this feature.

Would you like a date for when we expect the product back in stock? Then feel free to contact us via the contact form – we will check the delivery time with our supplier and get back to you as quickly as possible.

As soon as your order is completed, our system automatically sends an order confirmation to your email. Have you not received it within a few minutes? Then start by checking your spam filter – sometimes the email may end up there.

Is it not in the spam folder either? Then it could be that a typo occurred during checkout and an incorrect letter was entered in your email address.

In that case, simply contact us – preferably by phone, so we can quickly correct the error. We can quickly locate your order in the system using your phone number or name, confirm that everything has been received correctly, and resend the order confirmation to the correct email address.

You can call us at +45 81 40 66 63 on weekdays from 8:00–13:00 and 13:30–15:00.

You are welcome to try outside the above phone hours – sometimes we answer anyway.

Yes, in principle you can. We would be happy to help you get exactly what you want shipped. This only requires that the order has not yet been packed in our warehouse. As we process orders quickly, time is a decisive factor. Therefore, we recommend that you contact us as soon as possible – preferably by phone for the fastest response, or via email.

When you contact us, we need:

1. Your order number.
2. Precise information about what you wish to change or add.

How the change is handled:

• If you want to remove an item: We manually adjust your order and reduce the amount. We never charge you for deleted items. Instead, we notify your bank to release the reserved amount on your account. Worth knowing: It may take a couple of banking days before the money is visible in your account again, depending on your bank and the payment method you used. If you have questions about the release, we recommend contacting your bank.
• If you want to add an item: We create a separate “additional order” for the new items. You will then receive an email with an order confirmation and an email with a secure payment link. As soon as you have paid via the link, we will make sure to pack the two orders together so that you receive everything in one combined shipment.

Please note: Because changes require us to take the order out of the automatic flow and handle it manually, there may be a slight delay in dispatch compared to our normal delivery time.

Yes, if you have changed your mind about your purchase, we can cancel your order as long as it has not yet been sent for packing in our warehouse.

As we work quickly to get packages shipped, we recommend that you contact us immediately by phone or email.

What happens when the order is canceled?
Once we have confirmed that we were able to stop the order, we delete it from our system.

Since we only charge the money when the item is shipped, it is typically only a reservation on your card. When we cancel the order, we notify your bank to release this reservation. The money is therefore not “refunded” in the traditional sense, but simply released back to your account. Depending on your bank and the card you used, it may take a couple of banking days before the amount is visible in your balance again.

If your order has already been packed, we unfortunately cannot stop it, but you naturally always have the option to use your right of return when you receive the package.

We never charge your card before we have packed and shipped your order from our warehouse.

When you complete your purchase on the website, the bank initially only makes a reservation of the amount on your card. This means that the money is “set aside,” but it is only transferred to us when the package is on its way to you.

If we – unexpectedly – have to cancel your order or delete an item, the money will not be charged and the reservation will be released (see the section on cancellation).

When we cancel an order, we notify your bank to release the reserved amount on your account. However, it may take a couple of banking days before the money is visible in your account again, depending on your bank and the payment method you used. If you have questions about the release and when you can expect the money to be visible again, we recommend contacting your bank.

Yes, if you are shopping on behalf of a public institution or organization, we are happy to accept payment via EAN number.

However, to use this payment method, there are a few things you should be aware of:
Public institutions can freely use EAN payment at checkout. Please note that we have a minimum order amount of 200 DKK for orders paid with EAN.

At this time, we cannot offer EAN payment to private companies. Instead, we offer invoice payment with prepayment. If a private company places an order with payment via its EAN number, we will automatically send an invoice to the provided email address. As soon as we have registered the payment, we will pack and ship the order. Please be aware that the delivery time therefore depends on how quickly the payment is completed.

If a product is missing from your order, we are very sorry! Although we take great care, unfortunately a human error can occur in the warehouse where an item is forgotten.

If you are missing an item, please use our complaint form so that we can either resend the missing item or refund the amount as quickly as possible.

How to proceed:

1. Go to our return portal.
2. Select “I have only received part of my order.”
3. Fill in the fields and click submit.

Once we have received your form, we will investigate the matter immediately and get back to you with a solution.

Note: Be careful not to throw away the packaging from your order if you are missing a product. Occasionally, items can hide in our paper and cardboard filling, so please check one extra time to see if the missing item might be hidden among the packing material.

It can be frustrating to have to pick up your package at a different location than planned. When this happens, it is due to a decision made by the carrier (e.g., GLS or DAO) at the time of delivery.

Unfortunately, as a webshop we have no influence over this redirection, as carriers reserve the right to deliver to the nearest available pickup point if the selected one is not available.

The most common reasons for redirection are:

• Lack of space: This is the most common reason. If the selected parcel shop or locker is full, the driver will deliver the package to the nearest available shop to avoid returning it to the terminal. This especially happens during busy periods such as Black Friday and Christmas.
• The parcel shop is closed or has ceased operations: If the shop is closed for holidays, has changed opening hours, or has ended its cooperation with the carrier, the package is automatically redirected.
• Package size: Some smaller parcel shops (e.g., kiosks) have limited storage space and may refuse very large or heavy packages. In such cases, the package is delivered to a location that can handle the goods.
• Operational disruptions: In rare cases, breakdowns of parcel lockers, traffic conditions, or illness may require the driver to use an alternative delivery location.

You will always be able to see where the package has ended up via the tracking link you received by email or SMS.

Our normal delivery time is 1–2 business days from order placement. If you have not received your order after 3 days, we recommend that you contact us via our return and complaint portal. There you select “I have not received my order,” fill in your information, and submit it to us.

As soon as possible after receiving your inquiry, we will try to contact the carrier and see if we can locate your package. If the package appears to be lost, a search will be initiated. GLS and DAO have 10 working days to locate the package, and if they cannot do so, the package is declared lost, after which we can send a new package.

If you have any questions, you are very welcome to contact us via the contact form below.

Have you changed your mind about your purchase? That’s completely fine. We have made it easy to return items via our return portal.

How to proceed:

1. Create a return case: Go to our return portal and enter your email and order number.
2. Select items: Mark the items you wish to return.
3. State reason: Please feel free to add a comment about why you are returning the item. We appreciate it.
4. Get label: You will then be redirected to our return portal at Shipmondo, where you can order a return label via our agreement with GLS at our rates. If you wish to return the items using another carrier, you are also welcome to do so, but in that case we cannot assist.
5. Pack securely: Then pack the item securely so that it reaches us in the same condition as when you received it. Please feel free to reuse the box we sent the items in. 
   Important packing tip: To protect the environment – and ensure that your package arrives safely – we recommend reusing the cardboard box you received the items in, so that you are sure your package is system-compliant. Read more about returns.
6. Send: Drop off the package at your nearest parcel shop.

Yes, there are certain items for which the right of withdrawal does not apply. These primarily concern items where hygiene or the nature of the product plays a decisive role.

You cannot cancel the purchase of:

• Hygiene and food products with broken seals
  If you break the packaging/seal on items such as food, health products, and cosmetics, you lose your right of withdrawal for health protection and hygiene reasons.
• Custom-made items
  Items that are made specifically to your measurements or that have been given a clear personal touch.
• Donations
  Donations to “Plant a Tree” are exempt from the right of withdrawal and cannot be refunded.

What if I have tried the item? For all other items, you are allowed to inspect them as you would in a physical store. If you actually use the item so that its resale value is reduced (or if you discard the original packaging), you can still cancel the purchase – but we will deduct the reduction in value from the amount you receive back.

You can read all the details in our terms and conditions under the section “Right of Withdrawal.”

As a rule, our warehouse and office in Fårvang are not set up for visitors, as we do not have a physical store or reception.

But – we are always happy to talk. If you live nearby and would like to save on return shipping, we would be happy to try to find a solution. This does require a prior agreement, so please call us at +45 81 40 66 63 and let’s see if we can find a suitable time.

When you make use of your right of withdrawal, you are responsible for paying the return shipping.

We have made it easy for you via our return portal. In the return portal, select “I wish to return.” Here you can create a return case and submit it to us. When you submit the return form, you will be redirected to our shipping partner Shipmondo, where you can purchase a return label via our agreement with GLS. It costs 49 DKK.

You are also welcome to purchase a return label yourself from a carrier.

When you submit a return form to us via our return portal, you will be redirected to our shipping partner Shipmondo, where you can purchase a return label via our agreement with GLS. It costs 49 DKK.

You can also access the page directly here: https://return.shipmondo.com/okofamily

Would you like to handle the shipping yourself?
You are also welcome to purchase a return label yourself from a carrier. If you do so, please be aware of the following:

• The package must be sent with home delivery (directly to our address). We do not collect packages from parcel shops.
• You are responsible for the package until we have received it.

You always have a 14-day right of withdrawal from the day you receive your package.

How to exchange most quickly
As we are a webshop, we do not perform direct exchanges (e.g., from size M to L) upon receipt of the return package. Instead, we refund the amount for the items you return.

If you would like a different item, color, or size, we therefore recommend the following:

1. Place a new order for the item you want immediately. This ensures that it does not sell out and that you receive it quickly.
2. Return the incorrect item to us via our return portal. As soon as we receive it, we will refund the amount to your payment card*.

This way, you avoid waiting time in the “exchange process.”

*Remember to notify us of the return no later than 14 days after receiving the product, and to send the product back no later than 14 days thereafter, in order to comply with the return deadline. If you are unsure about the options for returning, you can read our detailed description in our terms and conditions.

If you have an item you wish to complain about, please use our complaint form so that we can evaluate the case as quickly as possible and, if necessary, send you a new item.

How to proceed:

1. Go to our return portal.
2. Select “My item is defective.”
3. Enter your order number and the email address used for the order.
4. Fill in the fields, attach photos, describe the defect, and click submit.

Once we have received your form, we will investigate the case immediately and get back to you with a solution.

It is really unfortunate to receive a damaged package, but if the accident happens, it is important that you react quickly and correctly so that we can help you.

Important: NEVER throw away the packaging! You must keep the box, the packing material, and the product packaging until the case is completely resolved. Without the packaging, we cannot process a replacement claim.

How to proceed – step by step:

1. Do not use the item.
2. Take photos (before fully opening/disposing):
   1. Photos of all exterior surfaces of the package.
   2. A clear photo of the shipping label (must be legible).
   3. Photos of the actual damage to the item.
   4. Photos of the contents as they were inside the box (internal packaging).
3. Go to our return portal.
4. Select “My package has shipping damage.”
5. Enter your order number and the email address used for the order.
6. Fill in the fields, attach photos, describe the damage, and click submit (preferably within 24 hours of receipt).

Note: If the package was sent with GLS or DAO, you must also report the damage directly to them via their website. Contact us and we will guide you.