Contact Information & Customer Support

We're Here to Help

We believe that clear communication is an essential part of a reliable online shopping experience.

Whether you have questions before purchasing, need an update about an existing order, or require assistance with a delivery, return, or refund, you can contact our customer service team by email.

This page provides our contact information, customer support hours, and guidance on submitting inquiries.

1. How to Reach Customer Support

For questions relating to our products, online orders, or after-sales services, please use the following contact details:

Customer Support Email: bartoldusmareanrt236@gmail.com

Service Days: Monday to Friday, excluding applicable public holidays.

Estimated Response Time: 1–3 business days.

Email is our primary communication channel for customer service inquiries.

We recommend contacting us from the email address used when placing your order, as this may help us identify the relevant purchase information.

2. What We Can Help You With

Our customer support service covers a range of shopping-related matters, including:

Product Information

Questions about product characteristics, specifications, availability, and other information relevant to a purchase.

Orders and Payments

Assistance with order confirmations, payment status, purchase records, and requests to correct order information.

Shipping and Tracking

Questions about delivery destinations, shipping charges, estimated arrival dates, shipment tracking, and delayed deliveries.

Returns and Refunds

Guidance on withdrawal requests, product returns, reimbursement procedures, and refund status.

Exchanges and Product Problems

Assistance with incorrect, damaged, defective, or non-conforming merchandise.

Order Changes and Cancellations

Requests to modify an order before dispatch or information about cancellation and statutory withdrawal rights.

Technical Issues

Assistance with website functions, checkout difficulties, and missing order notifications.

Privacy and Data Protection

Requests relating to personal information, privacy rights, cookies, and data processing practices.

Customers may also contact us about other concerns connected with our online store.

3. Customer Service Availability

Our regular customer service days are Monday through Friday, excluding applicable public holidays.

We generally aim to respond to email inquiries within 1–3 business days.

Messages received during weekends or public holidays are normally reviewed on the next available business day.

More complex requests may require additional investigation and therefore take longer to resolve.

We make reasonable efforts to provide useful information and assist customers as promptly as possible.

Where a request involves mandatory consumer rights or legal deadlines, the applicable legal requirements take precedence over our general response estimate.

4. Information to Include in Your Inquiry

To help us understand and investigate your request, please provide relevant information when contacting customer support.

For order-related matters, useful details may include:

• Order number, if available.

• Full name of the purchaser or recipient.

• Email address associated with the purchase.

• Product name or description.

• Explanation of the question or issue.

• Shipment tracking reference, where applicable.

• Relevant photographs or screenshots, when reasonably necessary.

Providing accurate information may help us locate the relevant records and provide assistance more efficiently.

For your security, please do not send full payment card numbers, card security codes, account passwords, or other unnecessary sensitive financial information by email.

5. Order and Payment Assistance

If you have questions about an existing order, please contact:

bartoldusmareanrt236@gmail.com

Our team can assist with inquiries concerning purchase confirmations, order processing, payment confirmation, and other relevant transaction information.

Please provide your order reference whenever possible.

If you need to correct an order detail, contact us promptly. Whether a change can be completed may depend on the order's processing or shipping status.

Where an issue involves an independent payment service provider, additional verification or assistance from that provider may be necessary.

6. Shipping and Delivery Questions

Customers may contact us if they experience a delivery-related issue, such as a missing shipping confirmation, unavailable tracking information, an unexpected delay, a lost parcel, or damaged merchandise.

The standard delivery estimates carried over from our Shipping & Delivery Policy are:

Delivery Stage	Estimated Time
Order preparation	1–3 business days
Transportation	8–15 business days
Total estimated delivery	9–18 business days
Standard shipping	Free for eligible destinations

These estimates apply under normal shipping conditions and may vary according to destination and transportation circumstances.

If your shipment has not arrived within the expected period, please email us with your order number and tracking details, where available.

We will review the available information and provide assistance in accordance with applicable consumer protection requirements.

For complete information, please refer to our Shipping & Delivery Policy.

7. Returns, Exchanges and Refunds

If you wish to return an item, request an exchange, cancel an eligible purchase, or ask about a refund, please contact:

bartoldusmareanrt236@gmail.com

Consumers covered by applicable European Union distance-selling rules generally have the right to withdraw from eligible online purchases within 14 calendar days after receiving the goods, subject to legal exceptions.

Customers may exercise this right by communicating a clear withdrawal decision before the relevant deadline.

Our support team can provide the applicable return instructions and return shipping destination.

A valid statutory withdrawal notification does not require prior customer service approval.

Refunds, exchanges, and other remedies are handled according to our Return and Refund Policy and applicable consumer protection legislation.

8. Damaged, Incorrect or Defective Items

If your purchase arrives damaged, contains an incorrect product, or does not conform to the agreed description, please contact customer support as soon as reasonably possible.

Include your order number and a description of the issue.

Photographs of the product or packaging may assist with the investigation when available, but they are not an automatic condition for exercising statutory consumer rights.

Depending on the circumstances and applicable legislation, remedies may include repair, replacement, a proportionate price reduction, or reimbursement.

Statutory rights concerning defective or non-conforming goods are separate from the ordinary change-of-mind withdrawal period.

9. Privacy-Related Inquiries

Questions about personal information, data protection rights, cookies, or privacy practices may be submitted to:

Privacy Contact: bartoldusmareanrt236@gmail.com

Where the General Data Protection Regulation applies, individuals may have rights to access, correct, erase, restrict, or otherwise control the processing of their personal information.

Privacy requests will be reviewed in accordance with applicable legal requirements and deadlines.

Additional information is available in our Privacy Policy.

10. Registered Business Information

The following details identify the registered business, subject to confirmation that it is the actual operator of this online store.

Legal Business Name: Erma Industri Lædervarer v/Erling Mathiasen

Business Registration Number (CVR): 13705739

Business Structure: Sole Proprietorship

Registered Business Address: Nørremarksvej 67, 9440 Aabybro, Denmark

Customer Service Email: bartoldusmareanrt236@gmail.com

Customer Service Days: Monday–Friday, excluding applicable public holidays.

Estimated Email Response Time: 1–3 business days.

The registered business address is provided for business identification purposes. It should not automatically be treated as the return shipping destination.

Customers wishing to return merchandise should use the applicable return instructions provided by customer support.

11. Other Helpful Information

Before contacting our team, customers may also consult the following website policies:

• Shipping & Delivery Policy: Shipping destinations, charges, processing times, delivery estimates, and tracking.

• Return and Refund Policy: Withdrawal rights, return procedures, reimbursement deadlines, and exchanges.

• Privacy Policy: Personal information collection, processing, security, and individual rights.

• Terms and Conditions: Purchasing arrangements, payment terms, website use, and consumer protections.

These documents provide additional information about our services and the rights available to customers.

12. Send Us Your Inquiry

For questions about products, purchases, payments, deliveries, returns, refunds, or other shopping-related matters, please email:

bartoldusmareanrt236@gmail.com

Estimated Response Time: 1–3 business days.

When contacting us, please describe your inquiry clearly and include your order number where relevant.

We aim to provide transparent information, helpful communication, and appropriate assistance in accordance with applicable consumer protection law.