If you have a complaint, please contact our claims team before sending the item back. Click the button below if you wish to make a claim.

When we ship products purchased on the website, we do our best to ensure that the product is in perfect condition. If the product is defective or does not match your order, you have the opportunity to make use of the right of complaint. When you shop with us as a consumer, the rules of the Purchase Act apply to purchases of goods and thus a right of complaint for 24 months.

ILSE JACOBSEN HORNBÆK, IJH A/S, reserves the right to reject complaints about goods that have not been handled appropriately and according to instructions. Especially styles with sewn-on loose parts such as sequins, beads, rivets and buttons as well as silk and knit styles must be treated gently. If you have questions about this, you are always very welcome to contact customer care.

The right of complaint includes manufacturing and material defects that are found during normal use of the product. The right of complaint does not cover faults, damage or wear and tear, directly or indirectly arising as a result of incorrect use or poor maintenance.

The complaint must be made no later than 2 months after you have discovered the defect. Any inquiry within 2 months after you have discovered the defect is timely, but in some cases it is possible that a longer period is valid in relation to the legislation.
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If the complaint is justified, it means that you can either get your money back or a reduction in the price, depending on the specific situation. The item must always be sent back in proper packaging. Remember to get a receipt for shipment as this is your security. Read more about how to send a return under "Right of withdrawal".
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