FAQ

I have not received any confirmation mail from Rich & Hanc regarding my order. What do I do?
Can I pick up my order immediately, when I have chosen delivery at a Rich & Hanc store?
Will you get a sold-out style back in stock again?
Can I preorder a style that is not released yet?
Can I reserve an in-store style that is already in stock?
How do I return an item purchased on the webshop?
How do I exchange an item purchased on the webshop?
The free return label was missing in my package. What do I do?
When will I receive my refund for the returned goods?
Is it possible to return an item from the webshop in the Rich & Hanc store?
Is it possible to send an item purchased personally in a Rich & Hanc store, back to the store?
My item has broken. What do I do?

Start by checking your inbox for unwanted/spam emails, as the mail from Rich & Hanc may have landed there by mistake. If this is not the case, please contact us at contact@richandhanc.com or by phone (+45) 25 61 98 58, so we can investigate what is wrong.

No, you can’t do that. All web orders are shipped from an external warehouse, so it is not possible to pick up your order the same day, you placed the order. The order must be processed and sent from our warehouse, so it will be in the store within 1-3 business days.

Basically we do not restock old styles, as we prioritize selling the latest styles from the current season. Some classic styles sometimes recur in the new collections. If so, there may be a restock.

Please send your inquiry to contact@richandhanc.com with a direct link to the item and the desired size, so that we can tell if there will be a restock.

No, we do not accept pre-orders. Every style will be sold according to the first come, first served principle. You can sign up to our newsletter to not miss out on new and limited releases.

Yes, it is possible to put aside, if the style is not on sale or a limited release style. You should contact the store by phone (+45) 2561 9858 to have the item put aside.

Simply fill in your return/delivery slip and then send the item back to our warehouse. Please use the Rich & Hanc shipping box that you originally received the item in.

Danish orders only: The return shipment must be submitted in a GLS parcel shop or post office with your free return label. It is important that you get a receipt from there confirming that you have submitted the package.

International orders only: The return shipment must be sent to the address below.

Rich & Hanc
Larsbjørnsstræde 26
DK–1454 København K
DENMARK

You must return the item to our warehouse so that you can have a refund. Next, you must place a new order on the item you want to receive instead. Exchange via the webshop cannot be done in any other way. Please read how to return an item properly above.

We only include a free return label in orders within Denmark. You have to pay for the return shipment yourself, if the parcel is sent from another country. Please contact us at contact@richandhanc.com, if you have any doubts.

We will refund the amount to the credit card that was originally used for the purchase. This happens within 14 days of receiving the return order. We will send an email confirming this when the item has been reviewed and registered in our system.

Yes, it is. It just needs to happen within 30 days of receiving your order. Please, note that if it is a sale item, it should also happen within 30 days.

No, it is unfortunately not. If you bought the item in our physical store, then you also have to personally pass by to get your money back. It must be done within 30 days from the date of purchase. If it is a sale item, it shall also be within 30 days.

You always have 2 years of warranty at Rich & Hanc. If you originally purchased the item at our webshop, you must send an email to contact@richandhanc.com with your order number together with pictures and a description of the error. Then we will handle the complaint from there. If the defective item is purchased in one of our physical stores, you must drop by the store with the item and your receipt.