Frequently Asked Questions
FAQ
What payment methods do you accept?
We use Shopify Payments as our gateway and accept the following methods: Shop Pay, Apple Pay, Google Pay, Visa, MasterCard, and Maestro.
What are your shipping options, costs, and delivery times?
Shipping costs are shown at checkout based on your location and what you order. Because each product is made to order, delivery takes a little longer than standard retail. Most orders are delivered within 7-25 business days within the EU.
We also offer free EU shipping on orders over 699 DKK / €95.
Do you offer international shipping?
At the moment, we ship within the European Union only.
What is your return/exchange policy?
We do not offer voluntary exchanges or open-ended return arrangements beyond your statutory rights. If you want to use your legal right of withdrawal, see our Terms of Sale. If your item arrives damaged, defective, or incorrect, email hey@fruitcollective.co and we will help.
How can I track my order?
Once your order has shipped, you’ll receive a tracking link by email.
Are there any additional taxes or fees?
All prices include VAT.
Do you have a size guide for your products?
Yes, each product description includes a size guide. Find more details on individual product pages.
Is it safe to use my credit card on your website?
Yes, we use Shopify Payments as our payment gateway, ensuring secure credit card transactions.
What happens if my item is damaged or defective upon arrival?
If your order arrives damaged, defective, or incorrect, email hey@fruitcollective.co and we’ll help sort it out.
Do you have a customer service contact number or email?
Contact us at hey@fruitcollective.co. We strive to respond as promptly as possible.
Can I cancel or change my order after it's been placed?
If your order has not yet entered production or shipped, contact hey@fruitcollective.co as soon as possible and we’ll see if a change is still possible. Once an order has entered production or shipped, changes may no longer be possible. Refusing delivery does not count as cancellation.
Are there any promotions or discounts available?
We currently do not offer specific promotions or discounts due to our made-to-order model, aimed at reducing waste.
Do you have a loyalty/rewards program?
No, we do not offer a loyalty or rewards program.
How do I create an account on your website?
If you have a Shop account (Shopify profile), you can use it for checkouts. Otherwise, an account is not required to complete your purchase.
What is your privacy policy? How do you handle customer data?
Please refer to our full Privacy Policy.
Are your products environmentally friendly or ethically sourced?
We aim for sustainability and environmental friendliness. Learn more about our efforts in our sustainability section.
Do you have a physical store location?
No, we are exclusively an online business.
How can I unsubscribe from your newsletter or marketing emails?
All emails contain an unsubscribe link. Click the link, follow the instructions, and you'll be unsubscribed.
Are there any restrictions on where you ship certain products?
We currently ship within the European Union only.
Can I return an online purchase to a physical store?
Since we do not have a physical store, returning online purchases to one is not possible.