Frequently asked questions

We’re happy to help with your question. You might be able to find the answer in our frequently asked questions below.
Can’t find the answer to your question?

You’re always welcome to contact us at contact@collide.com

Order
I haven’t received an order confirmation – what should I do?

First, check your spam or junk folder as the confirmation email may have ended up there. If you still can’t find it, please contact us at contact@collide.dk and we’ll help you confirm your order.
I need to make a change to my order – is it still possible?

We process orders quickly, so changes may not always be possible. Please contact us as soon as possible at contact@collide.dk, and we’ll do our best to assist before your order is shipped.

Shipping
My order has exceeded the delivery time – what should I do?

While we aim to meet all delivery estimates, delays can occur due to high demand, courier issues, or customs processing. If your order is significantly delayed, please contact us and we’ll help investigate.
What is the delivery time?
  • Denmark: 1–4 business days
  • EU: 3–7 business days
  • International: 7–14 business days

Orders are processed within 1–3 business days before shipping.
Can I track my delivery?

Once your order has been shipped, you will receive a confirmation email. If tracking is available, it will be included in that email.

Returns

Read our return guide here:
https://collide.dk/policies/refund-policy
How long does it take to receive my refund?

Once your return has been received and approved, refunds are issued to your original payment method within 5–7 business days. Please allow additional time for your bank to process the refund.
What should I do if I bought an item on sale but need a different size and the offer has ended?

We recommend returning the item and placing a new order. We cannot guarantee that previous promotions or discounts will still apply.
I want to buy an item as a gift – what if the recipient wants to return it?

Gift items can be returned within 30 days as long as they meet our return conditions (unused, unwashed, with tags and original packaging). Proof of purchase is required.
I want to exchange my item – is that possible?

We do not offer direct exchanges. The fastest way is to return your item and place a new order once your return is accepted.
There is an issue with my product – what should I do?

Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately at contact@collide.dk so we can resolve the issue.

Payment
I’m having trouble completing my purchase – what should I do?

Please try again using a different browser, device, or payment method. If the issue persists, contact us at contact@collide.dk and we’ll assist you.

Other
Will an out-of-stock item be restocked?

Some items may be restocked, but not all. We recommend checking back regularly or contacting us for more information.
I recently bought an item that is now on sale – can I get a refund for the price difference?

We do not offer refunds for price differences on items that go on sale after purchase.