FAQ

Orders

How to cancel or change my order?

Once you have received your order confirmation, it is no longer possible to change or cancel your order. Your order is immediately forwarded to our warehouse for fast processing and delivery. You have the option of placing a new order and sending the first return to us.

When will the amount be charged to my card?

We charge your card once your order is packed and shipped from our warehouse.

I have received the wrong item, what should I do?

We are sorry to hear that you have received an incorrect item or size from our warehouse. Please contact us, info@purekids.dk

 

Delivery 

Which countries do you deliver to?
We ship to the following countries within the EU: Italy, Sweden, Belgium, Finland, Estonia, Czech Republic, France, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia and Spain. 
Which delivery couriers do you ship with?
We ship with GLS.
Has my order shipped?
When you order is shipped you will receive an e-mail with tracking information. If you are still in doubt please contact us by sending us an e-mail with your questions to info@purekids.dk
Why haven't I received my order?
If you haven't received you order please contact us by  sending us an e-mail with your questions to info@purekids.dk
Can I track my order? 
When your order is shipped, you will receive an automatic message from GLS which will allow you to track your parcel. 
What are your shipping prices?
Shipping costs vary from country to country. You will find your shipping price at checkout. 
What if my shipping address is incorrect?
If your parcel can not be delivered due ti incorrect shipping information, GLS will return the parcel back to us. We will notify you when we have received the returned goods, so that you can subsequently place a new order with the correct address. An item sent back to us costs you 8€ in return shipping.
What if I no longer wish to receive my order? 
You can always refuse to accept the parcel. If this is the case, the parcel will be returned to us. We will notify you when we have received the returned goods. An item sent back to us costs you 8€ in return shipping
My order is delayed / I have not received my order?
If you have not received your order after 5-7 business days, we kindly ask you to contact our customer service at  info@purekids.dk

Returns 

Would you like to cancel your purchase?
You always have the right to withdraw from your purchase and have 14 days from date of receipt to return your goods. Once we have received the product/s in the original packaging we will issue a refund for your purchase.

Please send directly to:

PRIME CARGO A/S - att. Pure Kids A/S

Terminal 1, port 4-9

Profilvej 4, 6000 Kolding.- Denmark

Please note: Return costs are the customers responsibility. Racoon Outdoor is not responsible for return items lost in transit.   

Exchanges
If you would like to exchange a product please return the original product/s as described below. 

In order to be able to process your return:
Fill out the return form with customer and goods information.

What amount will be refunded when I return goods?
If you return the entire order, you will be refunded the amount you paid at the time of purchase. That means including shipping costs minus the costs for the return. If you return fewer items than the entire order, you will only be refunded for the items you are returning.

Once we have received and processed your order, the money will be credited to your account after 10-12 working days. The amount will be transferred to the account that you used when purchasing.

Refund if you have a new card or your card has been blocked

If you would like to cancel your purchase and return the goods, but your account details have changed in the meantime, please contact our customer service department at info@purekids.dk before returning the goods. We will then find an alternative repayment option.

Return of wrong or faulty goods
If you have received the wrong article or something is missing from your delivery, we ask you to contact our customer service at info@purekids.dk 

Claim
You have 2 years of complaint on all items purchased from racoonoutdoor.com 

This means, depending on the specific situation, that the items will either be repaired or exchanged, or that you will receive your money back or a price reduction.

Please contact customer service at info@purekids.dk if you notice any errors in the goods. We ask you to send us a photo of the error so that we can quickly assess how we can best fix it.

The right of complaint applies to all articles that are considered defective according to the legal regulations on buying and selling. The complaint must be made within a "reasonable period" after you have noticed the defect in the goods.

A prerequisite is of course that the complaint is justified. The right to complain does not include defects that arise from normal wear and tear, the use of force and / or incorrect use / washing.

Do you have any further questions?
If you have any questions, please feel free to contact us at the following email address: info@purekids.dk