Terms and Conditions

The following terms and conditions apply to all shipments from:

Bisgaard Sko A/S
CVR no.: 28707908
Balticagade 10-12E
8000 Aarhus C
+45 73 70 92 35
contact@bisgaardshoes.com

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1. Delivery

What does delivery cost?
Delivery costs 4.99 € for home delivery or 3.99 € for delivery to a DHL parcel shop.

What is the delivery time?
We normally deliver within 2–5 business days. All orders placed before 12:00 noon are usually processed the same day. When your order is packed and ready for pickup, you will receive an email with a tracking link. Please note that it may take 12–24 hours before the link shows activity, as carriers register packages differently. From here, it typically takes DHL 1-2 business days to deliver your package.

Which countries do you deliver to?
We deliver throughout Europe.

If you would like delivery to another country, please send us an email. We will add your request to our list for future market openings.

 

2. Exchanges

If you wish to exchange one or more items, please go to www.returns.bisgaardshoes.com/

Select the items you wish to exchange and follow the instructions in the return portal. During the process, you can create a free return label. The shipment is handled by DHL, and the label must be printed by yourself.

Once you have completed your exchange, we will reserve the shoes for you to ensure they do not sell out. The new order will be released as soon as we have registered your return.

If the desired size is not in stock and you would prefer a different model or color, you can create the return as a regular return and choose a gift card as your refund method. In this case, the return label is free. The gift card can be used immediately, and the new order will be released in the same way as an exchange once your return has been registered with us.

Once the new order has been shipped, you will receive a shipping confirmation by email.

 

3. Returns

How do I return my order?
The return must be made within 30 days after you have received your order.

If you wish to return one or more items, please place them in the box together with your packing slip.

The items must be returned unused, in perfect condition, and in their original packaging. If the original shoebox is missing or damaged, a fee of 7 € will be charged for repacking and new packaging so that another child can enjoy them. The amount will be deducted from your refund.

You can create your return label at www.returns.bisgaardshoes.com 

 A return label costs 5 €, and the shipment is handled by DHL. The label must be printed by yourself. Please remember to ask for a receipt when you hand in your return parcel at a parcel shop.

Once we have processed your return, you will receive a confirmation by email.

If an item is defective, please contact our customer service at +45 73 70 92 35 or at contact@bisgaardshoes.com.

How long does it take to process my return?
You will receive your refund within 2–3 weeks from the date you handed in the package at the parcel shop. It normally takes the carrier 10–15 business days to return the package to our warehouse. After that, we process your return within a few business days, and you will receive an email confirming that the money is on its way.

Returns are first collected at our returns hub in Neumünster and then forwarded to Denmark. Therefore, the tracking may already show that your parcel has “arrived at its destination,” even though it is still in transit. Processing of your return only begins once the package has arrived in Denmark.

 

4. Complaints

If you wish to return a defective product, please contact us first – it speeds up the process. We offer a 2-year warranty, during which you as a customer can complain about defects or deficiencies that occur within 24 months after purchase. The warranty does not cover errors caused by incorrect use, lack of maintenance, or normal wear and tear. 

 

5. Purchases at Bisgaard

A purchase is binding once you have clicked the order button.
In the event of delays, backorders, or sold-out items, we strive to inform you as quickly as possible and advise you on possible solutions.

If a price is obviously incorrect and you reasonably should have noticed this, we are not obligated to deliver the product at the incorrect price.

In the event of war, terrorism, natural disasters, pandemics, lockouts, or similar, force majeure may apply, which means that bisgaardshoes cannot be held responsible for fulfilling its obligations under the agreement. In such cases, we will attempt to contact you as far as possible.

 

6. Order Confirmation

After completing your purchase, you will receive an order confirmation, and we will store a copy of the confirmation.

 

7. Cancellation

We aim to provide fast and efficient delivery, which is why orders are processed as quickly as possible after they are placed.

If your order has not yet been processed, it is possible to cancel it by contacting our customer service as soon as possible.

If the order has already been processed, we are unfortunately unable to modify or cancel it. Of course, you still have the option to return the package once you receive it by following the instructions on the packing slip.

 

8. Right of Withdrawal

If you wish to withdraw from your purchase, please contact us in writing no later than 14 days after you have received the goods. You then have an additional 14 days to return the item.

Please note that items must be returned in perfect, unworn condition and in the original packaging. Without the original packaging, we unfortunately cannot accept the return. 

A €4,99 return fee per order will be deducted from your refund amount. 

 

9. Packaging of Returns

You are responsible for the condition of the item during return shipment, so it is important that you pack the goods securely.

 

10. Complaint Procedure

If you wish to complain about your order or purchase, you can always contact us at contact@bisgaardshoes.com. If it is not possible to find a solution, you can submit a complaint via the Complaint Portal of the Danish Board of Appeal:

Nævnenes Hus
Toldboden 2
8800 Viborg

To file a complaint, the product or service in question must have cost at least DKK 1,110 and no more than DKK 100,000. For complaints about clothing and shoes, however, the minimum price is DKK 720. A fee applies for the complaint to be processed.

If you are a resident of an EU country other than Denmark, you can submit your complaint via the EU Commission’s online complaint portal here: http://ec.europa.eu/odr

 

11. Further Questions

You can always contact us at contact@bisgaardshoes.com or by phone: +45 73 70 92 35.
We are ready to answer your call:

  • Monday – Friday: 10:00 – 14:00

 

12. Standard Withdrawal Form

(This form must only be completed and returned if you wish to exercise your right of withdrawal)

To:
bisgaardshoes.com
Balticagade 10
8000 Aarhus C
contact@bisgaardshoes.com

I hereby notify you that I wish to exercise the right of withdrawal in connection with my purchase agreement for the following goods/services:


 

Ordered on: _______________________________ Received on: _______________________________

Consumer’s name: ______________________________________________________________________

Consumer’s address: ___________________________________________________________________

 

The terms and conditions were last updated on 17.03.2026