Frequently Asked Questions

Last updated: August 17, 2026

Welcome to the Veddelev Outdoor Frequently Asked Questions page.

Here you can find answers to common questions about orders, payments, shipping, delivery, returns, refunds and customer support.

If you cannot find the answer you need, please contact us at support@prwdh.shop.

1. Where do you deliver?

We currently provide delivery to eligible destinations throughout Europe.

Delivery availability may depend on:

• Destination country or region;

• Postal code;

• Local carrier coverage;

• Product type;

• Parcel size or weight;

• Customs or import restrictions; and

• Other logistical limitations.

Available delivery options for your address will 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 during weekends or public holidays will normally begin processing on the next business day.

Processing may occasionally take longer if additional payment, address or order verification is required.

3. How long does delivery take?

For standard deliveries to eligible European destinations, estimated transportation time is generally:

5–7 business days after dispatch

This does not include the normal 1–2 business day order-processing period.

Delivery times are estimates and may occasionally be affected by:

• Carrier delays;

• Public holidays;

• Severe weather;

• Customs inspections;

• Border controls;

• Remote delivery areas; or

• Other circumstances outside our reasonable control.

4. How much does shipping cost?

Any applicable shipping charge will be displayed during checkout before you complete your order.

Shipping charges may depend on:

• Destination;

• Product;

• Parcel weight or size;

• Delivery method; and

• Available promotions.

Where free shipping is available, this will be indicated on the product page, cart or checkout page.

5. How can I track my order?

Where tracking is available, tracking information will normally be sent to the email address used when placing your order.

This may include:

• Carrier name;

• Tracking number;

• Tracking link; and

• Dispatch information.

Tracking information may take approximately 24–48 hours after dispatch to become active in the carrier's system.

If you need help tracking your parcel, please contact:

Email: support@prwdh.shop
Telephone: +45 57 35 28 68

Please include your order number.

6. What payment methods do you accept?

Available payment methods are displayed during checkout.

Payment options may vary depending on:

• Country;

• Currency;

• Order value;

• Product;

• Delivery method; and

• Payment provider availability.

Only payment methods displayed during checkout are available for your order.

Please review our Payment Policy for more information.

7. Is Cash on Delivery available?

If Cash on Delivery or another pay-on-delivery option is available for your order, it will be displayed during checkout.

Availability may depend on your:

• Country;

• Postal code;

• Order value;

• Product; and

• Delivery provider.

If the option does not appear during checkout, it is not available for that particular order.

8. Is online payment secure?

We take reasonable measures designed to provide a secure purchasing environment.

Online payments may be processed through Shopify or independent authorized payment providers using their own security and authentication systems.

For your security, never send us:

• Payment passwords;

• Online banking passwords;

• PIN codes; or

• Complete payment credentials

by email or telephone.

Veddelev Outdoor will never ask you for your online banking or payment-account password.

9. What currency will I be charged in?

The applicable currency and final amount payable will be shown during checkout before you submit your order.

Depending on your payment provider, your bank may independently apply currency conversion or international transaction charges.

Such charges are controlled by your bank or payment provider rather than Veddelev Outdoor.

10. What should I do if my payment fails?

Payments may occasionally fail because of:

• Insufficient funds;

• Incorrect payment information;

• Security verification;

• Bank restrictions;

• Payment-provider restrictions; or

• Temporary technical problems.

Please follow the instructions provided by your bank or payment provider.

Where available, you may also try another payment method displayed during checkout.

11. What should I do if I was charged twice?

If you believe you have been charged more than once for the same order, please contact us promptly.

Please provide:

• Your full name;

• Order number;

• Email address used for the order;

• Payment date;

• Amount charged; and

• Relevant transaction information.

Email: support@prwdh.shop

Please do not send passwords or complete payment credentials.

12. Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

Email: support@prwdh.shop
Telephone: +45 57 35 28 68

We will make reasonable efforts to assist you.

However, once an order has entered processing, fulfilment or shipment, we may no longer be able to change or voluntarily cancel it.

Any applicable statutory withdrawal rights remain unaffected.

13. What should I do if I entered the wrong delivery address?

Please contact us immediately at:

support@prwdh.shop

If your parcel has not yet been dispatched, we may be able to update the delivery address.

Once the parcel has entered fulfilment or has been dispatched, we cannot guarantee that the address can be changed.

Reasonable additional shipping costs caused by an incorrect or incomplete address supplied by the customer may apply where permitted by law.

14. What happens if my parcel is delayed?

If the estimated delivery period has passed, please first check your tracking information.

Delivery delays may occur because of:

• Carrier congestion;

• Customs processing;

• Public holidays;

• Severe weather;

• Transportation interruptions;

• Border restrictions; or

• Incorrect delivery details.

If there has been no tracking update for an extended period, contact:

support@prwdh.shop

Please include your order number.

We will review the shipment and, where appropriate, contact the carrier.

15. What should I do if my parcel appears to be lost?

Before contacting us, please:

• Check the tracking information;

• Confirm your delivery address;

• Check with household members;

• Check reception or building-management areas;

• Check any authorized safe location;

• Check nearby collection points where applicable; and

• Contact the local carrier where appropriate.

If the parcel still cannot be located, please contact us with your order number.

If a shipment for which we remain responsible is confirmed as lost, we will provide an appropriate solution in accordance with applicable consumer law, which may include replacement or refund.

16. What should I do if my product arrives damaged?

Please contact us promptly at:

support@prwdh.shop

Where possible, provide:

• Your order number;

• Description of the damage;

• Clear photographs of the product;

• Photographs of the outer packaging;

• Photograph of the shipping label; and

• A video showing the issue where relevant.

Please keep the original packaging until the matter has been reviewed.

Where the product is confirmed to have been damaged during delivery, we will provide an appropriate solution in accordance with our Return and Refund Policy and applicable consumer law.

17. What should I do if I receive the wrong product?

If you receive an incorrect product, model or variation, please contact us promptly.

Please provide:

• Your order number;

• Description of the problem;

• Photographs of the product received; and

• Photograph of the shipping label.

After reviewing the matter, we may arrange an appropriate replacement, return or refund.

18. What should I do if something is missing from my order?

If your order arrives with missing:

• Products;

• Accessories;

• Components; or

• Other included items,

please contact support@prwdh.shop.

Please include:

• Your order number;

• Photographs of everything received;

• Photographs of the outer packaging; and

• Photograph of the shipping label.

We will review the matter and provide an appropriate solution.

19. What is your return period?

We offer a voluntary 30-day return policy for eligible products.

This means you may request an eligible return within 30 days after receiving your product, subject to the conditions stated in our Return and Refund Policy.

Generally, returned products should be:

• In the condition in which they were received;

• Unused or unworn;

• Undamaged;

• Complete with accessories and components;

• With applicable tags or labels; and

• In the original packaging where reasonably possible.

Proof of purchase may be required.

20. Do I have a 14-day right of withdrawal?

Eligible consumers purchasing products online may have a statutory 14-day right of withdrawal, subject to applicable law and statutory exceptions.

For goods, the withdrawal period generally begins when you, or a third party designated by you other than the carrier, receives the goods.

You do not need to provide a reason for exercising an applicable statutory right of withdrawal.

To notify us, email:

support@prwdh.shop

Please include:

• Your full name;

• Order number;

• Product or products concerned; and

• A clear statement that you wish to withdraw from the purchase.

Please review our Return and Refund Policy for complete conditions.

21. Who pays the return shipping costs?

For a normal change-of-mind return or an applicable 14-day statutory withdrawal, the customer is generally responsible for the direct cost of returning the goods where this responsibility was properly disclosed before purchase.

For voluntary change-of-mind returns under our 30-day return policy, the customer is also generally responsible for return shipping.

However, reasonable return shipping costs will normally be handled by us where the return results from:

• A defective product;

• A product damaged during delivery;

• An incorrect product;

• Missing products or components; or

• Another confirmed fulfilment error attributable to us.

Please contact us before returning a product.

22. How do I request a return?

Before returning any product, please contact:

Email: support@prwdh.shop
Telephone: +45 57 35 28 68

Please provide:

• Your full name;

• Order number;

• Email address used for the order;

• Product you wish to return; and

• Reason for your return.

For damaged or defective products, please also provide appropriate photographs or videos.

Please do not send a product back before reviewing the applicable return instructions.

23. When will I receive my refund?

After receiving and inspecting an eligible voluntary return, we will notify you whether the refund has been approved.

For approved voluntary returns under our 30-day return policy, refunds are normally processed within 10 business days after approval.

Where an applicable statutory withdrawal right is exercised, refunds will be handled within the legally required period.

After we issue a refund, your bank or payment provider may require additional processing time before the amount appears in your account.

Please review our Return and Refund Policy for complete refund information.

24. What happens if my product is defective?

If your product is defective, does not work as described or otherwise does not conform to the purchase contract, please contact us.

Depending on the circumstances and applicable law, available remedies may include:

• Repair;

• Replacement;

• Price reduction; or

• Refund.

For consumer goods sold in the EU, consumers generally benefit from a legal guarantee of at least 2 years from receipt of the goods, without prejudice to any additional protection available under national law.

This statutory protection is separate from our voluntary 30-day return policy.

25. Do discounted or promotional products have consumer rights?

Yes.

A discount, promotion or coupon does not by itself remove mandatory consumer rights.

Sale or promotional products may still be eligible for returns depending on our Return and Refund Policy and applicable law.

26. Are customs duties or import taxes included?

For cross-border deliveries, customs duties, VAT, import taxes or other charges may apply depending on the destination.

Where such charges are collected by us, they will be reflected during checkout where applicable.

Where charges are imposed independently by customs or other authorities, they may be the customer's responsibility unless otherwise stated.

Please review our Shipping and Delivery Policy for further information.

27. How is my personal information protected?

Personal information is handled in accordance with our Privacy Policy and applicable data-protection requirements.

Information may be processed where necessary to:

• Process orders;

• Arrange payments;

• Deliver products;

• Provide customer support;

• Process returns or refunds;

• Prevent fraud; and

• Meet legal obligations.

For privacy-related enquiries, contact:

support@prwdh.shop

28. How can I unsubscribe from marketing emails?

If you receive promotional emails from us, you may unsubscribe using the unsubscribe option included in the relevant communication.

You may also contact:

support@prwdh.shop

Unsubscribing from marketing communications does not prevent us from sending necessary service communications relating to:

• Orders;

• Payments;

• Shipping;

• Delivery;

• Returns;

• Refunds; or

• Account security.

29. How can I contact customer service?

For questions about products, orders, payments, shipping, returns or refunds, please contact:

Veddelev Outdoor
CVR number: 43856502
Association representative: Morten Stagsted Sillesen

Registered address:
C/O Ulla Sognstrup Larsen
Rødbyvej 19
4000 Roskilde
Denmark

Email: support@prwdh.shop
Telephone: +45 57 35 28 68

When contacting us about an existing order, please include your order number and the email address used when placing the order.

30. Where can I find your store policies?

For complete information, please review our:

• Return and Refund Policy

• Privacy Policy

• Terms of Service

• Shipping and Delivery Policy

• Payment Policy

• Legal Notice

• Contact Information

If there is any difference between this FAQ and a more detailed store policy, the applicable detailed policy and mandatory law will apply.