FAQ

Payment

Can I safely use my credit card on the webshop?

Yes, you can safely use your Dankort or Visa card. All payments are encrypted and made on an ssl-secured page.

Will my money be withdrawn immediately after I have ordered?

The amount will only be deducted from the payment card when the item has been dispatched. However, the payment is only reserved for 7 days. We can either agree to capture the payment before the product is shipped (latest 7 days after the order) or you will have to make a bank transfer to receive the products.

I work in the public sector, can we pay in the webshop with EAN-FAKTURA?

Yes, in the checkout you can choose to pay with EAN. You either insert a note with you EAN number during checkout, or you send an email to info@cosina.dk with you EAN number.

When we have processed your order, you will then receive an EAN invoice for the delivered item.

After the purchase

Will I receive a confirmation of my order and an invoice?

You will receive both an automatically created confirmation and later an invoice by email.

Can I have my invoice resent?

Yes, you can call us on 42 61 39 95 or send an email to info@cosina.dk.

How do I track my order status?

If your item is sent by parcel post, you can follow the package with the track and trace number you receive by email as soon as we have processed your order. If it is sent by carrier, we will contact you with a delivery time either by phone, email or SMS.

Delivery and shipping

How is the product delivered?

Smaller shipments are dispatched by PostNord, GLS or Danske Fragtmænd. This applies to shipments between 0 and 20 kg.

Shipments above 20 kg. are delivered by carrier. The courier will typically deliver your products the next weekday after dispatch. Typically this happens between 8am and 4pm. If you are not at the address at the time of delivery, the shipment will be moved to the central warehouse where you can pick it up or order a new delivery at your own cost. Items that are shipped with a courier are delivered at the curb. A carry-in but can be purchased additionally before the item is dispatched. You can also order a DOT-delivery for a specific time.

Do I have to pay for delivery?

Yes, you have to pay for delivery. The prices are as follows

  • DKK 95,- for orders up to 25 kg. - typically sent with GLS or Danske Fragtmænd.
  • DKK 398,- for orders between 26 and 100 kg. - sent with Danske Fragtmænd.
  • DKK 598,- for orders between 101 and 150 kg. - sent with Danske Fragtmænd.
  • DKK 750,- for orders over 150 kg. - sent with Danske Fragtmænd.

Can my order be delivered to an address other than the billing address?

Yes, you can easily choose this option when you go to pay in the webshop.

What do I do if my item is damaged during transport?

Every year, we send a great many goods by carrier, but sometimes the unfortunate thing happens that the goods are damaged during transport. In our experience, this rarely happens, but should it happen with your delivery, it is important that you do the following:

  • Make the carrier aware of the damage and have it written on the waybill or refuse to accept the goods.
  • Should you discover the damage AFTER the carrier has driven off, make sure you take pictures of the damage and preferably avoid moving the item. You send pictures together with your order number/invoice to us at info@cosina.dk and we will notify the forwarder or our insurance company of the claim as soon as possible.

Complaint

What do I do if my product is broken?

If your product breaks and it happens within the warranty period, you are entitled to compensation as long as the product has been used correctly. It is important that you contact us, as we do not cover work carried out by others.

Are you stuck with a question that you can't immediately find an answer to? Do not hesitate to contact us. You can send us an email at info@cosina.dk or call 42613995.