FAQ
Find answers to our most common questions about our store, products, shipping, and policies. Learn about our opening hours, returns, and more.
Get answers about
ORDERS
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 webshop@kartotekcopenhagen.dk 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 webshop@kartotekcopenhagen.dk.
I'm missing an item from my order, what do I do?
If you are missing an item in your order, please contact us webshop@kartotekcopenhagen.dk 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 webshop@kartotekcopenhagen.dk 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.
Kartotekcopenhagen.dk 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.
Which 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.
How much does shipping cost?
For orders within Denmark a shipment fee of 40 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 60 DKK. We ship with GLS to a "pakkeshop" near you or to your home address.
For orders sent to other countries we charge between 95 and 750 DKK, depending on the country you wish to ship your goods to. We ship with either GLS or UPS.
Delivery to countries outside the EU may be subject to local import taxes, which are your responsibility (where applicable).
- Australien: 750 DKK
- Austria: 110 DKK (shop delivery or private delivery) | Free shipping above 1100 DKK
- Belgium: 95 DKK (shop delivery or private delivery) | Free shipping above 950 DKK
- Bulgaria: 155 DKK (private delivery) | Free shipping above 1550 DKK
- Canada (East)*: 600 DKK
*7 of 13 provinces = Alberta, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, Quebec included. - Canada (West)*: 700 DKK
*6 of 13 provinces = British Columbia, Manitoba, Northwest Territories, Nunavut, Saskatchewan, Yukon included. - Canary Islands* (Spain): 600 DKK (private delivery)
*2 of 52 provinces = Las Palmas and Santa Cruz de Tenerife included. - Croatia: 400 DKK (private delivery) | Free shipping above 3000 DKK
- Czechia: 105 DKK (private delivery) | Free shipping above 1050 DKK
- Estonia: 200 DKK (private delivery) | Free shipping above 2000 DKK
- Finland: 155 DKK (private delivery) | Free shipping above 1550 DKKFrance: 150 DKK (shop delivery or private delivery) | Free shipping above 1500 DKK
- Germany: 95 DKK (shop delivery or private delivery) | Free shipping above 950 DKK
- Greece: 400 DKK (private delivery) | Free shipping above 3000 DKK
- Hungary: 155 DKK (private delivery) | Free shipping above 1550 DKK
- Iceland: 700 DKK
- Ireland: 175 DKK (private delivery) | Free shipping above 1750 DKK
- Italy: 160 DKK (shop delivery or private delivery) | Free shipping above 1600 DKK
- Latvia: 155 DKK (private delivery) | Free shipping above 1550 DKK
- Lithuania: 155 DKK (private delivery) | Free shipping above 1550 DKK
- Luxembourg: 95 DKK (shop delivery or private delivery) | Free shipping above 950 DKK
- Malta: 400 DKK (private delivery) | Free shipping above 3000 DKK
- Netherlands: 95 DKK (shop delivery or private delivery) | Free shipping above 950 DKK
- Norway: 175 DKK | Free shipping above 1750 DKK
- Poland: 105 DKK (shop delivery or private delivery) | Free shipping above 1050 DKK
- Romania: 250 DKK (private delivery) | Free shipping above 2500 DKK
- Portugal*: 185 DKK (private delivery) | Free shipping above 1850 DKK
*18 of 20 regions = Azores and Madeira excluded. - Slovakia: 105 DKK (private delivery) | Free shipping above 1050 DKK
- Slovenia: 155 DKK (private delivery) | Free shipping above 1550 DKK
- Spain*: 185 DKK (shop delivery or private delivery) | Free shipping above 1850 DKK
*48 of 52 provinces = Ceuta and Melilla excluded. - Sweden: 100 DKK (shop delivery or private delivery) | Free shipping above 1000 DKK
- Switzerland: 175 DKK | Free shipping above 1750 DKK
- USA (Mid/West)*: 700 DKK
*43 of 62 states = Alabama, Alaska, American Samoa, Arizona, Arkansas, California, Colorado, Washington DC, Micronesia, Florida, Georgia, Guam, Hawaii, Idaho, Iowa, Kansas, Kentucky, Louisiana, Marshall Islands, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Mexico, North Dakota, Northern Mariana Islands, Oklahoma, Oregon, Palau, Puerto Rico, South Dakota, Tennessee, Texas, Utah, U. S. Virgin Islands, Washington, Wisconsin, Wyoming, Armed Forced Americas, Armed Forced Europe, Armed Forced Pacific included. - USA (North)*: 600 DKK
*19 of 62 states = Connecticut, Delaware, Illinois, Indiana, Maine, Maryland, Massachusetts, Michigan, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Vermont, Virginia, West Virginia included.
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 either a shop delivery or your home address.
Can I have my parcel redirected to a different address?
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 webshop@kartotekcopenhagen.dk.
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.
What do I do if my package goes missing during shipping?
If your package goes missing during shipping, you have to contact and file a claim to the local branch of the shipping company used for the shipment.
Can I pick up my order directly from your store?
You're welcome to come and pick up your order at our shop in Copenhagen (Address: Classensgade 47, 2100 Copenhagen, Denmark).Your order must be picked up during the opening hours of our shop. We're open Monday to Thursday 10-17:30, Friday 10-16 and Saturday 11-15 (but please check our Saturday opening hours here to make sure we're open). We’re closed on Sundays and on public holidays.Choose pick up as an option during checkout. We will contact you when the order is ready.
I did not pick up my package in time. What do I do?
If you do not pick up your package at the selected pickup point before the deadline expires, or if you do not wish to receive the package from us when it is being delivered to your address, the package will automatically be returned to us, and we will be charged a return shipping fee accordingly. This amount will be deducted when the purchase is refunded.
If you have changed your mind about your purchase, it would therefore be more cost-effective for you to receive your package and subsequently return it to us yourself, as the costs for this are significantly lower than the return shipping fee.
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 webshop@kartotekcopenhagen.dk 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
Email: webshop@kartotekcopenhagen.dk
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.
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.
Where is Kartotek Copenhagen's store located?
Our store is located at Classensgade 47, 2100 Copenhagen, Denmark. Find our opening hours here.
You’ll also find our products at selected retailers around the world – bringing calm and creativity to everyday moments, near and far.
What are your store's opening hours?
Our store is open:
- Monday to Thursday 10.00-17:30
- Friday 10.00-16.00
- Saturdays 11.00-15.00.
We’re closed on Sundays and on public holidays.
How can I contact customer service?
We're always ready to help if you have any questions or need help.
Please contact us at webshop@kartotekcopenhagen.dk, write in our contact form on our contact page or call at +45 29 32 61 41. We'd love to hear from you!
Are all the products on your webshop available in the physical store?
Yes! All online products is available in-store too. Unless the product is out of stock.
If you want to be certain you'll get your hands on a specific product, you can place an order online and choose the "Pick Up" option at checkout. We'll have it ready for you when you arrive!
Get answers about
PAYMENT
Which payment methods do you accept?
At Kartotekcopenhagen.dk 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.
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 gift card in our store and on our website.
Get answers about
PRODUCTS
Where are your products made?
Our paper products are made in Europe with high-quality Swedish paper—sourced from one of the world’s most sustainable paper mills. That means low water use, reduced emissions, and a lighter footprint on the planet.
We believe in slow aesthetics, timeless design, and making products that last. With minimal transport emissions and ethical production, every page of our paper products are made with care.
Read more here.
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.
Prefer something tangible? You can also purchase a physical gift card in our store for a beautifully wrapped, ready-to-give option.
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.
Get answers about
OTHER QUESTIONS
Do you sponsor products for events or workshops?
We’re grateful for all the love and interest in Kartotek Copenhagen. Thank you for thinking of us for your events and projects!
Because we’re a small team and receive many sponsorship requests, we’re sadly unable to offer free products or gifts at this time.
We hope you understand and continue to support small, independent makers like us 💛
Is Kartotek Copenhagen open to giveaway collaborations?
We love being part of creative collaborations! If you're hosting a giveaway and would like Kartotek Copenhagen to participate, feel free to reach out to us at webshop@kartotekcopenhagen.dk with the details. We'll review your request and get back to you as soon as possible.
Can I apply for a job at Kartotek Copenhagen?
At Kartotek Copenhagen, we are a small passionate and dedicated team that takes pride in our work and the products we create.
We’re always excited to hear from individuals who share our passion for thoughtful design and quality craftsmanship. If you’re interested in joining our team, you're welcome to contact us at webshop@kartotekcopenhagen.dk.
Can I apply for an internship at Kartotek Copenhagen?
At Kartotek Copenhagen, we’re a small team working with care, curiosity, and attention to detail. We love connecting with creative minds who share our appreciation for thoughtful design and meaningful ideas.
We are open to internship applications within areas such as Design Technology (Marketing & Communication Design), Design & Business (Creative Branding), Digital Concept Development, Entrepreneurship & Design, Multimedia Design, Web Development, and Finance & IT.
If you’re interested in an internship with us, feel free to reach out at webshop@kartotekcopenhagen.dk.
DIDN'T FIND AN ANSWER?
Write to us at webshop@kartotekcopenhagen.dk or call us at +45 29 32 61 41