Last updated: August 20, 2026
Welcome to our Frequently Asked Questions page.
Below you will find information about ordering, payment, shipping, delivery, returns, refunds and other common questions relating to purchases from the online store operated by Calculator v/Lone H la Cour.
For complete terms and conditions, please also review our Return and Refund Policy, Shipping and Delivery Policy, Payment Policy, Privacy Policy and Terms of Service.
1. Where do you deliver?
We currently provide delivery services to eligible destinations throughout Europe.
Delivery availability may depend on the destination country, postal code, local carrier coverage, customs restrictions, product type and other logistical factors.
The available delivery options for your address will normally be shown during checkout.
2. How long does order processing take?
Orders are normally processed within 1–2 business days after they have been successfully submitted and confirmed.
Business days are generally Monday through Friday, excluding public holidays.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
Processing may occasionally take longer if payment or delivery information needs to be verified, a product is temporarily unavailable or additional fraud-prevention checks are required.
3. How long does delivery take?
Estimated standard delivery time within Europe is generally:
5–7 business days after dispatch
This delivery estimate does not include the 1–2 business day order-processing period.
Delivery may occasionally take longer because of customs inspections, public holidays, severe weather, carrier delays, transportation disruptions or other circumstances outside our reasonable control.
4. How can I track my order?
Where tracking is available, shipment information may be provided after your order has been dispatched.
Tracking information may include:
Carrier name, tracking number, tracking link and dispatch information.
Tracking details may take approximately 24–48 hours after dispatch to become active in the carrier's system.
In some cases, a local carrier may issue a new tracking number after the parcel enters the destination country.
5. What payment methods do you accept?
For eligible orders, available payment methods may include:
PayPal
and
Cash on Delivery (COD)
Only payment methods shown during checkout are available for the relevant order.
Payment availability may vary depending on your country, currency, order amount, product and delivery provider.
6. How does PayPal payment work?
Where PayPal is available, you may select it during checkout.
You may be redirected to PayPal or use an integrated PayPal checkout to:
Sign in to your PayPal account, select your payment method, verify your identity and approve the transaction.
PayPal payments are processed using PayPal's payment infrastructure.
Calculator v/Lone H la Cour will never ask you to provide your PayPal password or login credentials.
7. What is Cash on Delivery?
Cash on Delivery, or COD, allows eligible customers to pay when the parcel is delivered.
Depending on your destination and delivery provider, payment may need to be made in cash, in the exact amount requested or using another payment method accepted by the local carrier.
COD is not available for every country, postal code, product, order value or delivery method.
If COD is not available, it will not normally appear during checkout.
8. Do Cash on Delivery orders require confirmation?
Certain COD orders may be subject to additional verification before dispatch.
We may need to verify information such as your name, telephone number entered during checkout, delivery address, order details and intention to accept the parcel.
This helps reduce incorrect addresses, fraudulent orders and failed deliveries.
9. Can I cancel my order?
If you wish to cancel an order, please use the customer service options available through our online store as soon as possible.
We will make reasonable efforts to assist where the order has not yet entered fulfilment or been dispatched.
Once an order has been processed or shipped, operational cancellation may no longer be possible.
Any applicable statutory cancellation or withdrawal rights remain unaffected.
10. Can I change my delivery address?
If you notice an error in your delivery address, please notify us as soon as possible.
If the order has not yet been processed or dispatched, it may be possible to update the address.
Once the parcel has been shipped, we cannot guarantee that the delivery address can be changed.
Additional shipping or redelivery costs caused by an incorrect or incomplete address supplied by the customer may be the customer's responsibility where permitted by law.
11. What happens if my parcel is delayed?
Delivery delays may occur because of:
Carrier congestion, customs processing, public holidays, severe weather, transportation interruptions, regulatory inspections or other events outside our reasonable control.
If your estimated delivery period has passed, please first check the available tracking information.
If the parcel appears significantly delayed, use the customer service options available through our online store and provide your order number.
12. What happens if my parcel is lost?
If you believe your parcel may be lost, please first check:
Your tracking information, delivery address, household members, building reception or mailroom, designated safe locations and the local delivery carrier where appropriate.
If the parcel still cannot be located, please contact us through the customer service options available through the online store.
If the shipment is confirmed as lost due to circumstances for which we are responsible, an appropriate solution may include a replacement or refund.
13. What should I do if my order arrives damaged?
Please inspect your order as soon as reasonably possible after delivery.
If the parcel or product arrives damaged, retain the product, packaging and shipping label.
You may be asked to provide:
Your order number, a description of the damage, photographs of the product, photographs of the outer packaging, a photograph of the shipping label and a video showing the issue where relevant.
Please do not discard the original packaging until the issue has been reviewed.
14. What if I receive the wrong product?
If you receive a product different from the one you ordered, please report the issue promptly.
Please retain the product and packaging.
You may be asked to provide your order number and clear photographs showing the product received and shipping label.
After reviewing the matter, we may arrange an appropriate replacement, return or refund.
15. What if something is missing from my order?
If products, accessories or components are missing, please report the issue promptly.
You may be asked to provide:
Your order number, photographs of all products received, photographs of the outer packaging and a photograph of the shipping label.
After reviewing the issue, we may send the missing component, provide a replacement or issue an appropriate refund.
16. What is your return period?
We offer eligible customers a voluntary 30-day return period.
A return request should normally be made within 30 days after receiving the product.
For a voluntary return, the product should generally be:
In the condition in which it was received, unused or unworn, complete with original accessories and components, and in its original packaging where reasonably possible.
Proof of purchase may also be required.
Please review our Return and Refund Policy for complete conditions.
17. Do EU/EEA customers have a 14-day right of withdrawal?
Yes.
Consumers in the European Union or European Economic Area may have a statutory right to withdraw from an eligible online or distance purchase within 14 days without providing a reason.
For goods, this period generally begins after the consumer, or a designated third party other than the carrier, takes physical possession of the goods.
This statutory right is separate from our voluntary 30-day return policy.
Legal exceptions may apply to certain products.
18. How long do I have to send the product back after exercising the 14-day withdrawal right?
Where the statutory withdrawal right applies, you must notify us of your decision before the withdrawal period expires.
After notifying us, the goods generally need to be returned without undue delay and within the period required by applicable law.
Please follow the return instructions provided for your order before sending the product.
19. Who pays the return shipping costs?
For an eligible return made under the EU/EEA 14-day statutory right of withdrawal, the customer is generally responsible for the direct cost of returning the goods where this responsibility was properly disclosed before purchase.
Customers are also generally responsible for return shipping costs for voluntary change-of-mind returns under our 30-day return policy.
However, reasonable return shipping costs will normally be covered by us where the return is caused by:
A defective product, damage during delivery, an incorrect product, missing components or another confirmed error attributable to us.
20. How do I request a return?
Before returning any product, please use the customer service method available through our online store to request return instructions.
Please provide relevant information such as:
Your order number, the contact information used for the order, the product you wish to return and the reason for the return where applicable.
Do not send the product back before receiving the applicable return instructions.
21. Where should I send my return?
Approved returns should be sent only to the return destination provided in the applicable return instructions.
Our registered business address is:
Calculator v/Lone H la Cour
Asgård 23
3600 Frederikssund
Denmark
However, this registered address is not automatically our return-processing address.
Do not send a return directly to the registered business address unless the return instructions specifically confirm that you should do so.
22. When will I receive my refund?
For voluntary returns under our 30-day return policy, once the returned product has been received, inspected and approved, the refund will normally be initiated within 10 business days after approval.
Your bank, PayPal or other payment provider may require additional time before the refunded amount appears.
Where an EU/EEA statutory withdrawal right applies, the refund will be processed within the period required by applicable law.
23. How will I receive my refund?
Where possible, an approved refund will normally be issued through the original payment method.
For PayPal payments, the refund will normally be returned through the original PayPal transaction or another appropriate method where necessary.
For Cash on Delivery transactions, the original payment was collected physically by the carrier. A different refund method may therefore need to be arranged.
We will never ask you to provide account passwords or confidential payment login credentials in order to receive a refund.
24. What happens if my PayPal payment fails?
A PayPal transaction may fail because of:
Insufficient funds, account restrictions, incorrect information, security verification, fraud-prevention controls, payment-provider restrictions or temporary technical problems.
If the payment is rejected by PayPal, please review the information provided by PayPal or use another payment method displayed during checkout.
We cannot override an independent payment rejection made by PayPal.
25. What should I do if I am charged twice?
If you believe you have been charged more than once for the same order, please report the issue using the customer service options available through our online store.
You may be asked to provide:
Your full name, order number, payment date, amount charged and relevant transaction information.
Do not provide account passwords or complete confidential payment credentials.
26. Are customs duties, VAT or import taxes included?
Orders delivered across national borders may be subject to:
VAT, customs duties, import taxes, customs clearance fees or other charges imposed by authorities in the destination country.
Where such charges are included in the amount paid, this will be reflected during checkout.
Unless expressly stated otherwise, customers may be responsible for customs duties, import taxes or other charges imposed independently by the relevant authorities.
Please review our Shipping and Delivery Policy for further information.
27. Can I refuse a Cash on Delivery parcel?
If you selected COD and no longer wish to receive the order, you should request cancellation as soon as possible before dispatch.
Repeated or unjustified refusal of COD parcels may result in restrictions on future COD orders where permitted by law.
Simply refusing a parcel may not be the same as correctly exercising a statutory withdrawal right.
Any applicable consumer rights remain unaffected.
28. Is my payment information secure?
We use reasonable measures designed to provide a secure purchasing environment.
Online payments may be processed by trusted third-party payment providers such as PayPal.
We will not ask you to provide:
Your PayPal password, account password or other unnecessary confidential login credentials.
Personal and payment-related information is handled in accordance with our Privacy Policy.
29. How is my personal information used?
Personal information may be used where necessary to:
Process orders, arrange payment, arrange delivery, provide customer service, manage returns and refunds, prevent fraud and comply with applicable legal requirements.
For complete information regarding the collection, use, sharing, retention and protection of personal information, please review our Privacy Policy.
30. How can I contact you?
For order, payment, shipping, return, refund or other customer-service matters, please use the customer service options made available through the online store.
Written business correspondence may also be sent to:
Calculator v/Lone H la Cour
Asgård 23
3600 Frederikssund
Denmark
When contacting us about an existing order, please include your order number and enough information for us to identify the relevant purchase.
Company Information
Business name: Calculator v/Lone H la Cour
CVR number: 27295304
P-number: 1010035046
Registered business address:
Asgård 23
3600 Frederikssund
Denmark