Refund policy

RETURNS

We offer a 100 day return policy, meaning you have 100 days after receiving your item to request a return.

To be eligible for a return, your item must be:

  • Unused

  • In the same condition you received it

  • In its original packaging

  • With all tags attached

  • Accompanied by proof of purchase

Please note: the protective film on cookbooks must not be removed from the product in order for it to be eligible for return. We cannot reapply or replace the protective film.

To start a return, use the return function on our website. Once submitted, send the order back within the 100 day return period. 

For all returns, please purchase a return label through your local delivery service. Please be aware of any local VAT or customs tariffs, as these are the responsibility of the customer.

Returns should be sent to:

O16
c/o SM Logistik
Ulstedvej 27
9370 Hals
Denmark

Customers are responsible for return shipping costs. Original shipping costs are non-refundable.

If you are returning an item valued over 100 DKK / 15 EUR / 13 GBP, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

For any return related questions, contact us at support@o16.dk.

As a general rule, we consider uncollected parcels as cancelled purchases. If a package is not collected from a pickup point, it will be returned to us and processed as a return. You will receive an email confirming whether the parcel was returned due to ‘not collected from pickup point’ or as a ‘cancelled purchase.’

ITEMS NOT YET SHIPPED

If you have ordered an item that ships at a later date and it has not yet left our warehouse, you can cancel it at any time by writing to support@o16.dk. We refund the full amount, including the original shipping cost, to the payment method you used.

DAMAGED ITEMS AND ISSUES

Please inspect your order upon arrival and contact us immediately if:

  • Your item is defective

  • Your item is damaged

  • You received the wrong item

This allows us to evaluate the issue and make it right as quickly as possible.

Contact: support@o16.dk

EXCEPTIONS AND NON RETURNABLE ITEMS

Unfortunately, we do not accept returns on:

  • Sale items

  • Gift cards

ADD ONS, EXCHANGES AND ORDER CANCELLATIONS

If you would like to add items to your order or exchange a product (for example, changing size), we recommend returning/cancelling the original order and placing a new one.

To request an order cancellation, please email support@o16.dk within 30 minutes of placing your order.

Unfortunately, we cannot guarantee cancellations after this timeframe, as orders may already have been processed or shipped.

REFUNDS

Once we’ve received and inspected your return, we’ll notify you whether your refund has been approved.

If approved, your refund will automatically be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional processing time before the refund appears in your account. 

If more than 15 business days have passed since your refund was approved, please contact us at support@o16.dk.