Orders & Payment
When is my payment captured?
Payment is captured when your order is fulfilled (for products in stock) or immediately after you place your order (for preorder items).
Can I change or cancel my order?
If your order has not yet been shipped, please contact us as soon as possible. Once an order has been shipped, it cannot be changed or cancelled, but you may use your right of withdrawal after delivery.
Payment during holidays or temporary store closures
Why is my payment captured before my order is shipped when the store is on holiday?
When the webshop is temporarily closed due to holidays or operational reasons, we may still accept orders even though shipment will take place after the store reopens.
During such periods, payment may be captured when the order is placed and before the goods are shipped. This is because payment authorisations from our payment provider (such as card payments) may expire if payment is not captured within a certain timeframe.
Will I be informed about this in advance?
Yes. It will always be clearly communicated on the webshop when the store is on holiday, along with the expected shipping date.
Can I cancel my order if I do not wish to pay before shipment?
Yes. If you do not wish for your payment to be captured before shipment during holiday periods, you may choose not to place an order or contact us to cancel your order before it is dispatched.
Does this affect my consumer rights?
No. Your statutory consumer rights, including your right of withdrawal, remain fully applicable in accordance with applicable law.
Preorders
What is a preorder?
A preorder is a product that is not yet in stock but available for purchase in advance.
When will my preorder be delivered?
Estimated delivery dates are stated on the product page. These dates are indicative and not binding, and delays may occur.
Can I cancel a preorder?
Yes. You may cancel a preorder at any time before shipment and receive a full refund.
What if my preorder is delayed?
If delivery is materially delayed, you have the right to cancel your preorder and receive a full refund.
Shipping & Delivery
Where do you ship?
We ship primarily within Denmark and the EU. Shipping outside the EU may be available on a limited basis.
When does the risk transfer to me?
The risk for the goods transfers to you when you physically receive your order.
Do you offer free shipping?
Free shipping may be offered during campaigns or when certain order thresholds are met. Any conditions are shown at checkout.
Returns & Refunds
Can I return my order?
Yes. You have the right to withdraw from your purchase within 14 days from the day you receive your order.
Can I return part of my order?
Yes. Partial returns are accepted within the withdrawal period.
Who pays for return shipping?
Return shipping is paid by the customer, unless the item is defective or incorrect.
When will I receive my refund?
Returns are processed within 14 working days after we receive the returned items. Once processed, refunds typically appear on your bank statement within 5–10 business days, depending on your payment provider.
What items cannot be returned?
For hygiene and safety reasons, we do not accept returns of:
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Skincare or cosmetic products
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Underwear
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Items marked as final sale
Defective or Incorrect Items
What if my item is defective or damaged?
Please contact us by email as soon as possible. We will assist with a return, replacement, or refund in accordance with Danish consumer law.
Who pays for return shipping if the item is defective?
We cover return shipping costs for defective or incorrectly delivered items.
How long is my complaint right valid?
You have a 24-month statutory complaint right under Danish law, provided the defect is reported within a reasonable time.
Non-EU Orders & Customs
Will I have to pay customs or import fees?
Yes. Any customs duties, taxes, or import fees for non-EU orders are the responsibility of the customer.
What happens if customs fees are not prepaid on a return?
Return parcels requiring payment upon arrival will be refused and returned to the sender.
General
How do I contact customer support?
You can contact us by email at hello@geminiatelier.com. We aim to respond as quickly as possible.
Where can I find your policies?
Our Terms & Conditions, Return & Refund Policy, and Privacy Policy are available on our website footer.