In general
At Diamondbrows, you always have a 14-day right of return and cancellation. The period is calculated from the day you receive the order. If the deadline expires on a public holiday, Christmas Eve or New Year's Eve, then the deadline is extended to the following weekday. The notice must be given by mail at diamondbrows@outlook.dk. In the message, you must make it clear that you wish to exercise your right of withdrawal. Remember to state the order number (you will find it in your email or attached invoice).

ATTENTION You cannot regret it by simply refusing to receive the item, without at the same time giving clear notice of this.

How to return
If you wish to return your order, please follow the guide below:

1. Let us know that you want to make use of your right of return and cancellation at diamondbrows@outlook.dk
2. Go to our return portal: https://return.shipmondo.com/diamondbrows and buy a return label (you will be charged DKK 60 for the return shipping).
3. Print return label
4. Find a piece of paper/a small note and write your order number on it (you will find your order number in the email you received upon purchase).
5. Wrap your returned goods in their original packaging and attach the note with the order number. Close/tape the package.
6. Put a return label on the package and hand it in at the nearest GLS parcel shop (remember receipt)

If you do not wish to use our return portal, please ensure that you purchase your own return label. However, you must still notify us at diamondbrows@outlook.dk. The item must be sent to:

DiamondBrows - Bramstrupvej 24 - 5230 Odense M

Refund and processing time

When we have received your return package, we will process it as soon as possible and you will receive an email about this. The processing time for return packages is up to 2 weeks. The money will be returned to the same payment card with which the item(s) were purchased. Should it happen that your return cannot be accommodated, we will contact you via e-mail.

Responsible return

When returning or exchanging, you are responsible for ensuring that the item is securely packed and is in intact, original and unused condition, as when you received it.

You cannot refund used goods or goods that are not in the same condition as on delivery. You are responsible for the item being returned to us in the same condition as when you received it.

Remember to get a receipt for handing in the package. As soon as we have received your return package, our customer service will immediately process it.

If your parcel is not collected on time at the post office or parcel shop

Will it be sent back to us and we will contact you, where you will have two options:

•  We can send the package again, however the delivery costs will be DKK 60-65. Depending on whether it is with or without distribution.

• If you don't want to receive the package anyway, we can transfer the money back to your account, minus delivery costs and return costs. Return costs are between DKK 60-65 and the shipping costs depend on whether you have had your package sent home delivery or to a parcel shop/box - from DKK 60-65. You can also have the money deposited into your account in the webshop.

If we do not hear from you after 14 days, we will return the money minus delivery and return costs, and you will have the money within 1-2 business days.

Condition of the item upon return

The product must not be opened or used. If the item is opened and not in original condition, it is considered used. This means that if you cancel the purchase, you will only get a part or none of the purchase amount back, depending on the commercial value of the item at the time of receipt - of the return. In order to receive the full purchase amount back, the item must be in intact, original and unused condition.

Exchange for another product

At DiamondBrows we do not exchange. The procedure is that you send back the goods you want, after which you go in and create a new order.  

Right of complaint

The right to complain is the customer's right to complain about a product that has faults or defects that were present when the product was sold. The customer has two years to find faults or defects in the goods, which are demonstrably the seller's responsibility. The burden of proof lies with the dealer for the first 6 months, the following 1½ years, the burden of proof lies with the customer. The right to complain is the customer's statutory right. The right to complain is not the same as a warranty.

Please note that the complaint does not apply to faults, wear and tear or damage as a result of incorrect handling of the product, such as nuisance, poor maintenance or non-compliance.

When you discover an error or deficiency in your product, you must notify us as soon as possible and within 14 days. DiamondBrows will cover return costs to a reasonable extent. Read more about your right to complain on the Danish Competition and Consumer Authority's website.

Here's how you do it:

• Write an email to diamondbrows@outlook.dk
• Write "complaint" and state your order number in the subject field
• Describe the defect/defect in the product received. Please attach a photo or video of the error.

Once we have received your email, we will immediately assess your case and find a solution. Each individual case is treated individually and the solution will therefore depend on the specific situation.

We check all items before shipping. Should there still be an error or deficiency in the delivered item, the item should be returned as soon as possible and preferably no later than 14 days from receipt.

If you have received the wrong goods, you must not use the goods, as you lose the right to a return. Contact us in case of wrong delivery to receive a free return label together with the correct item you ordered. In this way, it does not cost you anything to send the wrong item back to us.

All returned goods must be sent and be accompanied by information with your name, order no. and reason for returning the item.

If your package has been damaged during shipping, you must take pictures of the package before it is opened, as well as of the goods inside, so that we can make a possible complaint.

Complaints of electronic products

Complaints about electronic goods must be made by sending a picture or video of the product and the problem. We will then send the video or image to our producer for review. Then we will get back to you.

Here's how you do it:

• Write an email to diamondbrows@outlook.dk
• Write "complaint" and state your order number in the subject field
• Describe the defect/defect in the product received. Please attach a photo or video of the error.

Once we have received your email, we will immediately assess your case and find a solution. Each individual case is treated individually and the solution will therefore depend on the specific situation.