Frequently Asked Questions

1. What countries do you ship to?

We ship to eligible destinations where shipping is available during checkout.

Shipping availability may depend on:

• Destination country;

• Postal code;

• Product;

• Carrier coverage;

• Local delivery restrictions; and

• Other logistical conditions.

The delivery options available for your order will be displayed during checkout where applicable.

2. How long does order processing take?

Orders are generally processed within 1–2 business days after they are successfully placed and confirmed.

Business days generally exclude:

• Saturdays;

• Sundays; and

• Public holidays.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

3. How long does delivery take?

After dispatch, estimated delivery time is generally 5–7 business days.

This estimate does not normally include the initial 1–2 business day processing period.

Actual delivery times may vary depending on:

• Destination;

• Carrier;

• Customs processing;

• Public holidays;

• Severe weather;

• Transportation disruptions; and

• Other circumstances outside our reasonable control.

4. How much does shipping cost?

The applicable shipping charge will be displayed during checkout before you place your order.

If checkout displays free shipping, the shipping charge for that order will be shown as free or €0.

If a shipping fee applies, the amount will be displayed before the order is submitted.

5. How can I track my order?

Where tracking is available, tracking information may be provided after your order has been dispatched.

Your shipping confirmation may include:

• Carrier name;

• Tracking number;

• Tracking link; and

• Dispatch information.

Tracking information may take approximately 24–48 hours after shipment to become active.

If you have difficulty tracking your order, please contact:

Email: support@hvzhqn.shop
Telephone: +45 50 84 78 55

6. What payment methods do you accept?

The payment methods available for your order are those displayed during checkout.

Payment availability may vary depending on:

• Customer location;

• Currency;

• Product;

• Order value;

• Delivery method;

• Payment provider; and

• Checkout configuration.

A payment method that is not displayed during checkout should not be assumed to be available.

7. Do you offer Cash on Delivery?

Cash on Delivery (“COD”) may be available for eligible orders where it is displayed during checkout.

COD availability may depend on:

• Destination;

• Postal code;

• Product;

• Order value;

• Delivery provider; and

• Checkout configuration.

If COD is not shown during checkout, it should not be assumed to be available for that order.

8. Is it safe to make a payment through your store?

Customers should complete payment only through the official checkout process provided through our online store.

We will never ask you to provide:

• Online banking passwords;

• Payment account passwords;

• PIN codes; or

• Other confidential login credentials

by email or telephone.

9. Can I change my order after placing it?

If you need to change an order, please contact us as soon as possible.

We may be able to help if the order has not yet entered processing or been dispatched.

Once an order has already been processed or shipped, changes may no longer be possible.

10. Can I cancel my order?

If you wish to cancel an order before dispatch, please contact us as soon as possible.

We will make reasonable efforts to assist.

If the order has already entered fulfilment or has been dispatched, ordinary cancellation may no longer be possible.

Any statutory cancellation or withdrawal rights remain unaffected.

11. What is your return period?

We offer a 30-day voluntary return period for eligible products.

You may request a voluntary return within 30 days from the date you receive your order.

This voluntary return period is separate from any mandatory statutory rights that may apply.

12. Do EU or EEA customers have a statutory right of withdrawal?

Eligible consumers purchasing online in the EU or EEA generally have a statutory right to withdraw from qualifying purchases within 14 days without giving a reason, subject to applicable legal exceptions.

For physical goods, the withdrawal period generally begins when you, or a third party designated by you other than the carrier, receive the goods.

For full details, please review our Return and Refund Policy.

13. How do I request a return?

Before returning a product, please contact us first.

Email: support@hvzhqn.shop
Telephone: +45 50 84 78 55

Please provide:

• Your full name;

• Order number;

• Email address used for the order;

• Product you wish to return;

• Reason for the return; and

• Photographs or videos where the return concerns damage, defects, missing components, or an incorrect product.

Please do not send a product back before receiving the applicable return instructions.

14. Where do I send an approved return?

Unless we provide a different authorized return address, approved returns should be sent to:

BDOJ OUTDOOR
C/O Betel Derso Ortved Jørgensen
Strandjægervej 28
2791 Dragør
Denmark

Please contact us before sending any return.

Do not send a parcel on a Cash on Delivery, collect-on-delivery, or postage-due basis unless we have expressly agreed to this in advance.

15. Who pays return shipping costs?

For voluntary change-of-mind returns or an applicable statutory withdrawal, the customer is generally responsible for the direct cost of returning the goods where permitted by law.

If a return is required because the product is:

• Defective;

• Damaged during delivery;

• Incorrect;

• Incomplete; or

• Otherwise non-conforming due to circumstances attributable to us,

we will bear reasonable return shipping costs where required by applicable law.

16. When will I receive my refund?

For an eligible voluntary return, an approved refund will normally be processed within 10 business days after approval.

Where a statutory right of withdrawal applies, refunds will be processed within the timeframe required by applicable consumer law.

Banks or payment providers may require additional time before the refunded amount becomes visible in your account.

17. How are Cash on Delivery refunds handled?

Where COD was used for an order, an approved refund may need to be issued through another suitable method because the original payment was collected at delivery.

Where necessary, we may contact you to obtain reasonable payment information needed to process the refund.

We will never ask you for banking passwords, PIN codes, or other confidential login credentials.

18. What should I do if my product arrives damaged or defective?

Please contact us promptly.

Where reasonably possible, provide:

• Your order number;

• Description of the problem;

• Photographs of the product;

• Photographs of the outer packaging;

• Photograph of the shipping label; and

• A video showing the issue where relevant.

Please keep the product and packaging until the issue has been reviewed.

Depending on the circumstances and applicable law, an appropriate remedy may include:

• Repair;

• Replacement;

• Reshipment;

• Price reduction;

• Return; or

• Refund.

19. What should I do if I receive the wrong product?

Please contact us promptly and provide:

• Your order number;

• Photographs of the product received;

• Photograph of the shipping label; and

• A description of the issue.

We will review the information and provide appropriate instructions.

20. What should I do if an item or accessory is missing?

If your order arrives with missing products, parts, or accessories, please contact us.

Where possible, provide:

• Order number;

• Description of the missing item;

• Photographs of the products received;

• Photographs of the outer packaging; and

• Photograph of the shipping label.

We will review the issue and provide an appropriate solution.

21. What should I do if my parcel is delayed?

If your estimated delivery period has passed, first review any available tracking information.

Tracking may show:

• Current parcel location;

• Carrier delay;

• Customs processing;

• Attempted delivery;

• Collection point information; or

• Other delivery updates.

If there has been no meaningful tracking update for an extended period, contact us with your order number.

22. What should I do if my parcel appears lost?

Before contacting us, please check:

• Tracking information;

• Your delivery address;

• Whether another household member accepted the parcel;

• Reception or designated delivery areas;

• Any carrier delivery notice; and

• The local carrier where appropriate.

If the parcel still cannot be located, contact us.

If a shipment is confirmed as lost, we will provide an appropriate solution in accordance with applicable consumer law.

23. Can I change my delivery address after ordering?

Please contact us as soon as possible if the delivery address is incorrect.

If the order has not yet been dispatched, we may be able to update the address.

Once the order has been shipped, we cannot guarantee that the delivery address can be changed.

24. Do I have to pay customs duties or import taxes?

Cross-border orders may be subject to:

• VAT;

• Customs duties;

• Import taxes;

• Customs clearance charges; or

• Other fees imposed by destination authorities.

Where such charges are included during checkout, this may be displayed before you complete the order.

Unless expressly stated otherwise, additional charges imposed independently by destination authorities may be the customer's responsibility, subject to applicable law.

25. Can I refuse a delivery if I want to return the order?

Refusing delivery does not necessarily constitute a valid exercise of a statutory right of withdrawal.

If you wish to cancel or withdraw from an eligible order, please contact us directly and follow the procedure described in our Return and Refund Policy.

26. Do you guarantee delivery dates?

Delivery timeframes are estimates unless expressly stated otherwise.

Delivery may be affected by:

• Carrier delays;

• Customs;

• Severe weather;

• Public holidays;

• Transportation disruptions; or

• Other circumstances outside our reasonable control.

Mandatory consumer rights concerning delayed delivery remain unaffected.

27. Are product prices and availability always current?

We make reasonable efforts to keep product prices, descriptions, and availability information accurate.

However, errors or delays in updates may occasionally occur.

If an error materially affects an order, we will take reasonable steps to contact the customer and provide an appropriate solution.

28. Can product appearance differ slightly from the images?

Product appearance may vary slightly because of factors such as:

• Screen settings;

• Lighting;

• Display technology;

• Packaging updates; or

• Reasonable manufacturing variations.

Material product characteristics should be described on the relevant product page.

29. How is my personal information used?

Personal information may be processed where reasonably necessary to:

• Process orders;

• Process payments;

• Arrange delivery;

• Provide customer support;

• Manage returns and refunds;

• Prevent fraud;

• Protect website security; and

• Operate our online store.

For complete information, please review our Privacy Policy.

30. How can I exercise my privacy rights?

To make a privacy or data protection request, please contact:

Email: support@hvzhqn.shop
Telephone: +45 50 84 78 55

Please provide sufficient information to identify the relevant customer account, order, or personal information.

We may request additional information where reasonably necessary to verify your identity.

31. How can I contact customer support?

You can contact us using:

Email: support@hvzhqn.shop
Telephone: +45 50 84 78 55

For order-related enquiries, please include your order number where applicable.

32. What are your official business details?

The online store is operated by:

BDOJ OUTDOOR

CVR number: 46407911
Responsible person: Betel Derso Ortved Jørgensen

Registered address:
C/O Betel Derso Ortved Jørgensen
Strandjægervej 28
2791 Dragør
Denmark

Email: support@hvzhqn.shop
Telephone: +45 50 84 78 55
Website: https://hvzhqn.shop