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Most common questions



How do I check my order status?

You can visit your order status page to check the progress of your order as it's fulfilled.
Find a link to the order status page in the order confirmation we have sent by email.

Can I track my order?

As soon as we start packing your order we will send you a shipment confirmation email with the delivery information, tracking number and a link to track your order online.

I just placed an order but didn’t receive an order confirmation?

If you haven't received your order information, then please check your spam folder. The order confirmation is sent out automatically and can be sometimes perceived as junk e-mail (spam) by email-suppliers.
If you also do not find the order confirmation in the spam folder then an error may have occurred while registering the order. Please contact us at and we will help solve it.

Can I change/cancel my order after purchasing?

We start processing your order quickly which means we often can’t make any changes once it’s confirmed. But we will do our best to help you. Send an email asap to

I'm missing an item from my order, what do I do?

If you are missing an item in your order, please contact us with your order information and we will help solve it.

I received an incorrect item in my order, what do I do?

If you have an incorrect item in your order, please contact us with your order information and we will help solve it.

I received a damaged item/package. What do I do?

Please contact us, if any of the products are damaged when you receive it. We always pack everything carefully, in order to reduce the risk of possible damage.
We kindly ask you to verify the content upon delivery. Should the package or the content be damaged upon arrival please report it to the shipping company immediately, or no later than two days after receiving it. Please take a photo of the damaged packaging and goods. Then return the purchased items to us. is not responsible for any items damaged during transportation.


When will my order ship?

Your order is shipped once we process your order. We usually process your order within a short period of time after the order is received. You’ll then receive a separate email with shipping instructions.

Delivery time usually takes:

  • 2-5 days within Denmark
  • 4-8 days for the rest of the world

Where do you ship from?

All goods are sent from Denmark and can be shipped to several countries in and outside of Europe. Shipping costs will appear from the order confirmation before you pay.

What shipping carriers do you use?

For orders within Denmark we ship with GLS to a "pakkeshop" near you or to your home address. For orders sent to other countries we ship with either GLS or UPS.

What is the shipping fee?

For orders within Denmark a shipment fee of 35 DKK will be charged to cover shipping cost, if you choose a “pakkeshop” as your delivery metod. If you choose Delivery to home, the shipment cost is 50 DKK. We ship with GLS to a "pakkeshop" near you or to your home address.
For orders sent to other countries we charge between 75 and 750 DKK, depending on the country you wish to ship your goods to. We ship with either GLS or Postnord/DPD.
Delivery to countries outside the EU may be subject to local import taxes, which are your responsibility (where applicable).

  • Germany, Netherlands, Belgium, Sweden, Austria, Luxembourg, Slovakia, Czech Republic: 75 DKK // Free delivery if you buy for more than 750 DKK
  • France, Italy, Bulgaria, Lithuania, Latvia, Slovenia, Hungary: 105 DKK // Free delivery if you buy for more than 1000 DKK
  • Finland, Portugal*, Spain: 130 DKK // Free delivery if you buy for more than 1000 DKK
  • Norway, Switzerland, Ireland: 175 DKK // Free delivery if you buy for more than 1500 DKK
  • Estonia, Romania: 175 DKK // Free delivery if you buy for more than 1500 DKK
  • Greece, Croatia, Malta: 300 DKK // Free delivery if you buy for more than 2000 DKK
  • 7 provinces in Canada and 19 US states: 600 DKK
  • Mid/west US and Canada provinces and states, Iceland: 700 DKK
  • Australia: 750 DKK

Which shipping options do I have?

For orders within Denmark you can choose between pick up in our store in Copenhagen, delivery to a Pakkeshop or to your home address.
For orders sent to other countries, the parcel will be delivered to your home address.

Can I pick up my order directly from your store?

You're welcome to come and pick up your order at our shop/showroom in Copenhagen (Address: Classensgade 47, 2100 Copenhagen, Denmark).
Your order must be picked up during the opening hours of our shop. Our shop is open Monday to Thursday 10-17:30, Friday 10-16 and the first and last Saturday of the month 11-15. We’re closed Sunday and on public holidays.
Choose pick up as an option during checkout. We will contact you when the order is ready.

Can I have my parcel redirected to a different address?

No. We start processing your order quickly which means we can’t make any changes or redirections once it’s confirmed.

When will I receive my purchase?

All orders within Denmark will be delivered within 2-5 working days from the day you have placed your order on our webshop. All orders shipped outside of Denmark will be delivered within 4-8 working days from placed order.

Who holds any additional expenses in the form of import duty or taxes?

If you order from a country, which is a member of the EU you pay Danish VAT but no customs duty in accordance with the rules of free movement of goods. However, if you order from a country outside the EU local taxes and duties may be added, for which we cannot be held responsible, but on the other hand the Danish VAT is deducted. If this is the case the carrier will contact you. Please note that this could involve some delay of the consignment, as the goods are retained by the customs. From this point it is your responsibility to contact the carrier and pay for the added additional costs.


How long do I have to return my order or part of my order to you?

Return of online purchase: Kartotek Copenhagen accepts returns and exchanges of online purchases within 14 days from the date of reception. All items must be returned in their original packaging and in the same state they were received in. Returns are processed at your own risk and expense, and is to be handled by you.

Return of store purchase: You can return items purchased in our physical store within 14 days from the date of purchase. Items purchased in our physical store can be exchanged for another item or for a store credit voucher upon presentation of the receipt or exchange tag attached to the item. We do not offer cash refunds for items purchased in our physical store.

How do I return something?


    • How to return item(s) from a online purchase: If you wish to return your online order, please contact us by email at stating your order number and the reason for the return. Please note that expense for the return shipment is paid by you. The return must be sent in secure packaging to:
      Kartotek Copenhagen
      Classensgade 47,
      2100 Copenhagen Ø, Denmark
      Phone: +45 29 32 61 41

      Please enclose a note with your order number, a list of the returned items, your telephone number, and email address.
      You are always welcome to return your items to our physical store.

  • How to return item(s) from a store purchase: If you wish to return item(s) from a store purchase, please stop by our store and make the return during our opening hours.
    Read more about our return policy here

Do I need to pay for the return?

Yes, you have to pay for the expenses in connection with the return. You can return your item for free in our store in Copenhagen during the stores opening hours.

Can I return an item I bought online to your store?

Yes, it's possible to return a item you bought online in our store in Copenhagen during the stores opening hours.

What if my item is damaged or defective? trades in accordance with the guidelines and laws established by the National Consumer Agency of Denmark.

Complaints can be made in accordance with the rules established by the Danish Sale of Goods Act. This means that you can make a complaint of defects and faults in the product, which has occurred within 24 months after the purchase. This does, however, not apply to defects, damages or wear caused by misuse, lacking maintenance or ordinary wear and tear. In connection with complaints, defects and faults or non-delivery of goods please contact us at If the complaints are entitled you will get a refund of your shipping costs with in fair limits.

When you return the item please inform us about the problem as detailed as possible. Please make sure the item is delivered safe and sound and make sure to get a receipt for the shipping so we can refund the amount.

I have returned something to you, but I haven’t got the refund yet?

Once we have received the return-items and checked that the state of the items lives up to our return requirements, we will credit the amount to the same card used for the purchase.


Which payment methods do you accept?

At we accept the following cards: VISA/DANKORT, VISA, MASTERCARD and AMERICAN EXPRESS. We also accept Paypal, Apple Pay and MobilePay. All prices are indicated in DKK & EUR, and include a 25% Danish sales tax/VAT or a local VAT tax.

How do I pay?

In order to purchase items at you must fill in your personal information and payment information. Once you have chosen the item or items you wish to purchase you may proceed to checkout. When the order has been placed you will receive order confirmation by email. As soon as the payment has been approved and the items have been selected from our stock, you will receive an order confirmation.

If you have any questions about your purchase at or would like some personal advice from our dedicated team, please don’t hesitate to contact us at

When do you draw the money?

We draw the money, when the order leaves our store.

Can I pay for my order using a gift card?

Yes it is possible to pay with a giftcard in our store and on our website.

Is it safe to purchase at Kartotek Copenhagen?

To help ensure that your shopping experience is safe, simple, and secure, uses Secure Socket Layer (SSL) technology. A SSL is a protocol that encrypts your information so that your information is kept secure while being transmitted via the Internet. It is not possible neither for us nor any other unauthorized entity to see or read data, which is exchanged in connection with the purchase.

Pricing Policy reserves the right to change prices of the products sold. The prices of the products will, during the time of placing an order, be valid throughout that specific process. cannot be held responsible for any currency changes or currency exchange rates any bank may have when exchanging the EUR into any other currency.


Where are your products made?

All our paper products are made in Europe and the paper is from Sweden.

Where can I find Kartotek Copenhagen locally?

Our store is located at Classensgade 47, 2100 Copenhagen in Denmark.

The store’s opening hours is Mon-Thu 10 am - 17.30 pm. Fri 10 am - 16 pm. We are closed at saturday and sunday.

Do you sell gift cards?

You can buy a digital gift card on our webshop and in our store. You can choose between these values when you buy a gift card: 150 DKK, 250 DKK, 400 DKK, 500 DKK, 750 DKK and 1.000 DKK.
Gift cards are delivered by email and contain instructions to redeem them at checkout. It can be forwarded by email or printed for gifting. Our gift cards have no additional processing fees.

Do you have all your online products in your store?

Yes, all our online product can be found in our shop. Unless the product is out of stock.

Are there different prices in your store compared to the webshop?

Mostly no. Sometimes we run special campaigns only in the shop and sell secondhand products at a good price.


We cannot guarantee that colours in the website are fully equivalent to the items’ actual colors. This depends partly on the colour settings of your computer and monitor.


What is your Privacy Policy?

Read about our Privacy Policy here.

What do you use cookies for on

Like many other sites, this site uses cookies. Cookies are small text files websites place on users’ computer or mobile devices. Cookies are necessary to make our website work and it also collects information on how you use our website which makes it possible for us to improve the website the best way possible. The cookie will recognize you when you return to our website to provide you relevant content based on your viewing pattern and it will storage the items in your shopping bag between your visits.

Cookies on this website is primary used to measure traffic, to optimize the content of the site, and to target ads. You can decline cookies on your computer by changing the settings in your browser. However, if you choose to decline cookies you cannot use many functions and services since they require to remember what you are doing on the website.

If you wish to delete cookies, you can find a guide to delete them here

DISCLAIMER cannot be held responsible for items that are sold out at the time of purchase. Typos, changes in delivery from our suppliers and unforeseen delays that cannot control can occur, and we are not to be held accountable for these.

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