Frequently asked questions
Below are our most frequent questions:
Other
If your question was not answered please see this site for further information.
Otherwise do not hesitate to contact customer service or Jacqueline (webshop).
My order
Do I need to register to place an order?
You will automatically be registered when you place an order.
When will you ship my order?
Usually we dispatch the orders on the first working day after the order registration. You will receive an e-mail when your order is dispatched.
Can I cancel my order?
You will receive an e-mail when the order is dispatched. If you have not yet received this e-mail it might be possible to cancel the order. Please call customer service as soon as possible. They will see if it is possible to cancel the order.
Can I add more goods to my order or change my order?
When you have placed the order it is not possible to add any extra goods. If you have not received an e-mail regarding the dispatch of your order, please call customer service. If you wish to change your order please contact customer service. They will see if it’s possible to stop the order.
I have not received my order. What can I do?
Please contact Jacqueline who will look into the matter.
Exchange and return
How do I return or exchange goods?
Return the goods enclosing the return slip. Please fill out the slip saying which goods you want instead or if you wish for a refund.
If it is possible we will exchange. Goods can only be exchanged to goods of the same or lower value. You can write to Jacqueline who will reserve the desired goods, if they are in stock.
Return address:
Ticket to Heaven
Teglbuen 2
DK-2990 Nivaa
Denmark
Att.: WEBSHOP
To ease the service time please remember to fill out the return slip.
Do I have to pay postage when I return my goods?
Yes, returning is at your own risk and expense.
Have you received my returned package?
You will receive an e-mail when we have received and handled your return package. If you believe that your return should have arrived but you have not received an e-mail you are welcome to contact Jacqueline.
Claims
I have received a faulty item or an item is missing from my order. What can I do?
Please contact customer service.
Where do I send my faulty items?
Reclamations should always be sent to:
Ticket to Heaven
Savsvinget 5
DK-2970 Hoersholm
Denmark
Att.: Reclamation
To ease the service time please fill out the return slip and describe the reclamation.
Do I need to pay postage when it is a claim?
No, Ticket to Heaven returns costs of reasonable freight. Please enclose a copy of the post receipt in order to receive a refund for postage.
Have you received my claims?
If you have not heard from us, please contact customer service.
Models and sizes
Which model/size should I choose?
You can read about the different goods under ”Produkt Information”, about our models and see our size guide. If you have any further questions, please contact customer service.
Outside of the EU
I live outside of the EU. What should I be aware of?
For orders to countries outside of the EU we settle the price without VAT. For delivery outside EU, VAT and customs duties will be in accordance with local regulations.
I live in Norway. Can you send my order as a gift?
No, unfortunately it is not possible for us to send your order as a gift.
I live in Russia. What should I be aware of?
Freight charges for Russia are EURO 39,- and we are not able to ship for free. You can expect a longer delivery time as we only ship to Russia once a week with Post Danmark.
Other
Can you offer a discount?
No, we cannot offer any discount. However we do send free of charge if you buy goods for minimum EURO 135.
Where can I find my tracking number?
Please contact Jacqueline who will help with your tracking number. Please specify delivery name.
