Last updated: August 18, 2026
Welcome to our Frequently Asked Questions page.
Below you will find answers to common questions about ordering, payments, shipping, tracking, returns, refunds and customer support.
If you cannot find the information you need, please contact us at lars@kilodesign.dk.
1. Where do you deliver?
We currently deliver to eligible destinations throughout Europe.
Delivery availability may vary depending on:
- Destination country or region;
- Local carrier coverage;
- Product availability;
- Customs or import restrictions;
- Package size or weight; and
- Other logistical limitations.
Available delivery options for your address will be shown or confirmed during checkout.
2. How long does order processing take?
Orders are normally processed within 1–2 business days after they have been successfully placed and confirmed.
Business days are generally Monday through Friday, excluding applicable public holidays.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
Additional processing time may occasionally be required for payment verification, address verification, fraud-prevention checks or unusually high order volumes.
3. How long does delivery take?
Estimated transportation time for standard deliveries within Europe is generally:
5–7 business days after dispatch.
Please note that this does not include the usual 1–2 business day processing period before shipment.
Delivery times are estimates and may occasionally be affected by customs, carrier delays, public holidays, severe weather or other circumstances outside our reasonable control.
4. How can I track my order?
Once your order has been dispatched, tracking information may be sent to the email address provided during checkout.
Where available, your shipping confirmation may include:
- Carrier name;
- Tracking number;
- Tracking link; and
- Dispatch information.
Tracking information may take approximately 24–48 hours after dispatch to become active.
If you are unable to track your order after this period, please contact us.
5. What payment methods do you accept?
For eligible orders, available payment methods may include:
PayPal
Pay securely online through PayPal where this option is available during checkout.
Cash on Delivery (COD)
Pay when your parcel is delivered where COD is available for your destination.
Only payment methods displayed during checkout are available for the relevant order.
6. Is PayPal secure?
Where PayPal is selected, payment is processed through PayPal's own payment infrastructure and security procedures.
You may be redirected to PayPal to:
- Sign in;
- Select your payment method;
- Verify your identity; and
- Authorize the transaction.
Remarkable outdoor ApS will never ask you for your PayPal password or PayPal login credentials.
7. How does Cash on Delivery work?
Where Cash on Delivery is available, you pay for the order when the parcel is delivered.
Depending on the local courier, payment may be accepted:
- In cash;
- In the exact amount requested by the courier; or
- Through another payment method accepted by the courier.
COD availability depends on the destination, product, order value and delivery provider.
If COD is unavailable for your order, it will normally not appear as an option during checkout.
8. Do you verify Cash on Delivery orders?
For certain COD orders, we may perform additional verification before dispatch.
We may verify information such as:
- Customer name;
- Telephone number;
- Delivery address;
- Order information; and
- Intention to receive the parcel.
This helps reduce fraudulent orders, incorrect addresses and failed deliveries.
9. Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel an order.
If the order has not yet entered processing or fulfilment, we may be able to assist.
Once an order has entered processing or has already been dispatched, changes or voluntary cancellation may no longer be possible.
Any applicable statutory cancellation or withdrawal rights remain unaffected.
10. What should I do if I entered the wrong delivery address?
Please contact us immediately at:
If the order has not yet been dispatched, we may be able to update the delivery address.
Once the parcel has been shipped, we cannot guarantee that the address can be changed.
Additional shipping or redelivery costs resulting from an incorrect address provided by the customer may be the customer's responsibility where permitted by law.
11. What happens if my parcel is delayed?
Delivery delays can occasionally occur due to:
- Carrier congestion;
- Customs processing;
- Public holidays;
- Severe weather;
- Transportation interruptions;
- Incorrect delivery information;
- Local delivery restrictions; or
- Other circumstances outside our reasonable control.
If the estimated delivery period has passed and your tracking information has not been updated for an extended period, please contact us.
We will review the shipment information and, where appropriate, contact the carrier.
12. What should I do if my parcel appears to be lost?
Before contacting us, please:
- Check your tracking information;
- Confirm your delivery address;
- Check with household members;
- Check reception, mailroom or concierge areas where applicable;
- Check any designated safe delivery location; and
- Contact the local carrier where appropriate.
If the parcel still cannot be located, contact us with your order number.
If a shipment is confirmed as lost in circumstances for which we are responsible, we will provide an appropriate solution in accordance with applicable law.
This may include a replacement or refund.
13. What should I do if my order arrives damaged?
Please inspect your parcel and products as soon as reasonably possible after delivery.
If the product or parcel arrives damaged, please contact us promptly and provide:
- Your order number;
- A description of the damage;
- Photographs of the product;
- Photographs of the outer packaging;
- A photograph of the shipping label; and
- Video evidence where relevant.
Please keep the original packaging until the issue has been reviewed.
14. What if I receive the wrong product?
If you receive an incorrect product, please contact us promptly.
Please provide:
- Your order number;
- Photographs of the product received; and
- A photograph of the shipping label.
After reviewing the issue, we may arrange an appropriate replacement, return or refund.
15. What if part of my order is missing?
If your parcel arrives with missing products, accessories or components, please contact us.
Please provide:
- Your order number;
- A description of what is missing;
- Photographs of all products received;
- Photographs of the packaging; and
- A photograph of the shipping label.
We will review the matter and provide an appropriate solution.
16. What is your return period?
We offer a voluntary 30-day return policy for eligible products.
This means that eligible customers may request a return within 30 days after receiving the product, subject to the conditions stated in our Return and Refund Policy.
Eligible products should generally be returned:
- In the condition in which they were received;
- Unused or unworn;
- Undamaged;
- With original accessories and components;
- With relevant documentation; and
- In the original packaging where reasonably possible.
Proof of purchase may be required.
17. Do European customers have a 14-day right of withdrawal?
Eligible consumers making distance purchases may have a statutory 14-day right of withdrawal.
Where this right applies, you may generally withdraw from the purchase without providing a reason within the applicable statutory period.
The statutory 14-day right of withdrawal is separate from our voluntary 30-day return policy.
Mandatory consumer rights are not reduced by our commercial return policy.
18. Who pays the return shipping costs?
If you exercise an applicable 14-day statutory right of withdrawal for a change-of-mind return, you are generally responsible for the direct cost of returning the goods where this has been properly disclosed and applicable law permits it.
Customers are also generally responsible for return shipping costs for voluntary change-of-mind returns under our 30-day return policy.
However, reasonable return shipping costs will normally be handled by us where the return is caused by:
- A defective or non-conforming product;
- A product damaged during delivery;
- An incorrect product;
- Missing components or accessories; or
- Another confirmed error attributable to us.
19. How do I request a return?
Before returning a product, please contact us at:
Email: lars@kilodesign.dk
Telephone: +45 26 79 56 58
Please include:
- Your order number;
- Email address used for the order;
- Product you wish to return; and
- Reason for the return.
Where relevant, photographs or additional information may also be requested.
Please do not send a product back before reviewing the return instructions provided to you.
20. Where should I send my return?
Approved returns should be sent according to the return instructions provided by us.
Our registered business address is:
Remarkable outdoor ApS
C/O Lars Holme Larsen
Stevnsgade 14, st. tv
2200 København N
Denmark
However, please contact us before sending a return, because the applicable return instructions or return destination may depend on the circumstances of the order.
21. When will I receive my refund?
Once the returned product has been received and reviewed, we will notify you regarding the refund.
For voluntary returns under our 30-day return policy, approved refunds are normally processed within 10 business days after approval.
Where a statutory withdrawal right applies, reimbursement will be handled within the legally required period.
Your bank, PayPal or another payment provider may require additional processing time before the refunded amount appears in your account.
22. How are PayPal refunds processed?
Where the original order was paid through PayPal, an approved refund will normally be returned through the original PayPal transaction or another legally appropriate method.
PayPal processing times may apply after the refund has been issued.
23. How are Cash on Delivery refunds processed?
Because COD payments are collected physically during delivery, there may be no original online transaction to refund directly.
Where a COD refund is approved, we may contact you to arrange an appropriate refund method.
We may request information reasonably necessary to process the refund.
For your security, never send account passwords or complete banking login credentials by email.
24. What should I do if my payment fails?
A payment may fail because of:
- Insufficient funds;
- Account restrictions;
- Incorrect payment information;
- Security verification;
- Fraud-prevention checks;
- Payment-provider restrictions; or
- Temporary technical problems.
If PayPal declines the payment, please review the information provided by PayPal or select another payment option if one is available during checkout.
We cannot override a payment rejection made independently by PayPal.
25. What should I do if I was charged twice?
If you believe you have been charged more than once for the same order, please contact us promptly.
Please provide:
- Your full name;
- Order number;
- Email address used for the order;
- Payment date;
- Amount charged; and
- Relevant transaction information.
Do not send passwords or other sensitive login credentials.
26. Are customs duties or import taxes included?
Orders delivered across national borders may potentially be subject to:
- VAT;
- Customs duties;
- Import taxes;
- Handling fees; or
- Customs-clearance charges.
Where these charges are included in the price you pay to us, this will be indicated during checkout where appropriate.
Unless expressly stated otherwise, charges independently imposed by authorities in the destination country may be the customer's responsibility.
Please review our Shipping and Delivery Policy for further details.
27. Can I refuse a Cash on Delivery parcel?
If you selected Cash on Delivery and no longer wish to receive the order, please contact us as soon as possible before dispatch or delivery.
Repeated or unjustified refusal of COD parcels may result in COD being restricted for future orders where permitted by applicable law.
This does not affect statutory consumer rights, including any applicable withdrawal or return rights.
28. Is my personal information protected?
We process customer information in accordance with our Privacy Policy and applicable data-protection requirements.
Information may be used where necessary to:
- Process orders;
- Process payments;
- Arrange delivery;
- Provide customer service;
- Process returns and refunds;
- Prevent fraud; and
- Meet legal obligations.
Please review our Privacy Policy for complete information.
29. Is shopping through the store secure?
We use reasonable measures designed to provide a secure online shopping environment.
Our online store uses Shopify's e-commerce infrastructure, while certain payments may be processed independently by payment providers such as PayPal.
For your security:
- Never send passwords by email;
- Never provide PayPal login credentials to customer support;
- Check your order details before confirming payment; and
- Keep your order confirmation and payment records.
30. How can I contact customer service?
For questions concerning products, orders, payments, shipping, tracking, returns or refunds, please contact:
Remarkable outdoor ApS
CVR number: 45035263
Director: Lars Holme Larsen
Address:
C/O Lars Holme Larsen
Stevnsgade 14, st. tv
2200 København N
Denmark
Email: lars@kilodesign.dk
Telephone: +45 26 79 56 58
When contacting us about an existing order, please include your order number and the email address used when placing the order so that we can assist you more efficiently.
31. Where can I find your store policies?
For more detailed information, please review the relevant pages available through our online store:
- Return and Refund Policy
- Privacy Policy
- Terms of Service
- Shipping and Delivery Policy
- Payment Policy
- Contact Information
- Legal Notice
These policies provide additional information regarding your purchase and use of our online store.
32. Do these FAQs affect my legal consumer rights?
No.
These FAQs are intended to provide general customer-service information and do not exclude, restrict or reduce mandatory rights available under applicable consumer-protection law.
Where information in these FAQs conflicts with mandatory law, the mandatory legal requirement will prevail.