Refund policy
Returns & Refunds
We make our garments to last — and we want you to feel the same way about your purchase. If something isn't right, you can return it. No deadline, no questions asked.
The short version
- Return period: No time limit. Return any item, any time, as long as it's unused and in original condition.
- How to start a return: Log in to your account and request a return from the relevant order. We respond within 24 hours with a GLS return label.
- Return shipping: Paid by you — 39 DKK within Denmark, €14 from elsewhere in the EU.
- Refund time: 3–4 business days after we receive and inspect your return.
How to return an item
- Log in to your account, open the relevant order, and click "Request return." No reason required.
- We reply within 24 hours with a GLS return label by email. You can either print the label and attach it to the parcel yourself before dropping it off at a GLS service point, or simply show the QR code in the email at the service point and they'll print it for you.
- Pack the item in its original packaging and include a copy of your order confirmation.
- Drop it off at any GLS service point. The return shipping cost (39 DKK within Denmark, €14 from elsewhere in the EU) is paid by you.
- We inspect and refund within 3–4 business days of receiving the parcel. You'll get an email when the refund is approved.
What we ask of returned items
To be eligible for a refund, the item must be:
- Unused and unwashed
- In its original condition
- Returned in the original packaging
You're of course welcome to open the parcel and try the garment on — that's the only way to know if it fits.
If the product doesn't live up to your expectations, please reach out before you decide. Merino wool of this quality is unfamiliar to many people, and we're happy to answer questions about feel, fit, care, or how it performs over time. If you're still not happy with the product after that, we'll take it back — that's how much we trust what we make.
Damaged, defective, or wrong items
If your order arrives damaged, has a manufacturing defect, or you've received the wrong item, please contact us as soon as possible. We'll cover the return shipping in these cases and send a replacement or issue a full refund — whichever you prefer.
Email hope@durablejourney.com with a short description and, if possible, a photo of the issue.
Exchanges
Want to swap a size or color? Just note it in the comment field when you request the return from your account, and we'll ship the replacement right away — no need to wait for the original return to arrive.
If you have any questions about the exchange, we'll reach out by email or phone.
Your EU statutory right of withdrawal
If you live in the EU, you have a statutory right to cancel your purchase within 14 days of receiving it — independent of our own return policy. This means a full refund, including the original standard shipping cost, when the item is returned in its original condition.
After the 14-day window, our own open-ended return policy still applies: you can return the item any time, as long as it's unused and in original condition.
How refunds are processed
Once we've received and inspected your return, we'll send a confirmation email letting you know the refund is approved. Approved refunds are issued to your original payment method within 3–4 business days.
Your bank or card issuer may take a few additional business days to post the refund to your account. If you still haven't seen the refund a week after our approval email, please reach out and we'll help track it down.
Questions?
We're a small team and we read every email. If anything's unclear, or you'd like advice on whether something is worth returning, just write us.
Customer Care
hope@durablejourney.com
+45 27 51 32 26