Frequently Asked Questions 

Last updated: August 24, 2026

Welcome to our Frequently Asked Questions page.

Below you will find answers to common questions regarding orders, payments, shipping, delivery, returns and refunds.

If you cannot find the information you need, please contact us at hcf_h@hotmail.com.

1. Where do you deliver?

We currently deliver to eligible destinations throughout Europe.

Delivery availability may vary depending on:

• Destination country or region;
• Local carrier coverage;
• Product availability;
• Package size or weight;
• Customs or import restrictions; and
• Other logistical limitations.

The available delivery options for your address will be shown or confirmed during checkout.

2. How long does order processing take?

Orders are generally processed within 1–2 business days after they are successfully placed and confirmed.

Business days generally mean Monday through Friday, excluding applicable public holidays.

Orders placed during weekends or public holidays will normally begin processing on the next business day.

Additional processing time may occasionally be required for payment verification, address verification, fraud-prevention checks or product availability issues.

3. How long does delivery take?

Standard delivery within eligible European destinations generally takes approximately:

5–7 business days after dispatch.

Please note that this estimated shipping time does not include the 1–2 business day order-processing period.

Delivery may occasionally take longer because of:

• Customs processing;
• Carrier delays;
• Public holidays;
• Severe weather;
• Transportation disruptions;
• Remote delivery locations; or
• Other circumstances outside our reasonable control.

4. 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.

Your shipping confirmation 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 have difficulty tracking your order, please contact:

hcf_h@hotmail.com

Please include your order number.

5. What payment methods do you accept?

For eligible orders, the payment methods available may include:

PayPal
Pay securely online through PayPal where available during checkout.

Cash on Delivery (COD)
Pay when your parcel is delivered where COD is available for your destination.

The payment methods actually available for your order will be displayed during checkout.

Availability may vary depending on:

• Country;
• Currency;
• Product;
• Order value; and
• Delivery provider.

6. Is it safe to pay through your store?

We use reasonable measures designed to provide a secure checkout environment.

Where PayPal is selected, the transaction is processed through PayPal's payment infrastructure and is subject to PayPal's security procedures.

We will never ask you to provide your:

• PayPal password;
• Online banking password; or
• Other sensitive account login credentials

by ordinary email.

Personal information is handled according to our Privacy Policy.

7. How does Cash on Delivery work?

Where Cash on Delivery is available, you may select Cash on Delivery (COD) during checkout.

Payment is then collected when your parcel is delivered.

Depending on the local courier, payment may be accepted:

• In cash;
• In the exact amount requested by the courier; or
• Through another payment method supported by that courier.

COD availability varies by destination, product, order value and delivery provider.

If COD is not available for your order, it will normally not appear during checkout.

8. Why might my Cash on Delivery order require confirmation?

Certain COD orders may require additional verification before dispatch.

We may need to confirm information such as:

• Customer name;
• Telephone number;
• Delivery address;
• Order details; and
• Intention to receive the parcel.

This helps reduce incorrect delivery information, fraudulent orders and failed deliveries.

9. Can I change or cancel my order?

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

Email: hcf_h@hotmail.com

We will make reasonable efforts to assist you.

However, once the order has entered processing, fulfilment or has already been dispatched, we may no longer be able to change or voluntarily cancel it.

Any statutory cancellation or withdrawal rights remain unaffected.

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

Contact us immediately at:

hcf_h@hotmail.com

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

Once a parcel has already been shipped, we cannot guarantee that the delivery address can be changed.

Where permitted by law, additional shipping costs caused by an incorrect or incomplete address supplied by the customer may be the customer's responsibility.

11. What happens if my parcel is delayed?

Delivery delays may occasionally occur because of:

• Carrier congestion;
• Customs procedures;
• Public holidays;
• Severe weather;
• Transportation disruptions;
• Incorrect delivery information;
• Border or regulatory restrictions; or
• Other circumstances outside our reasonable control.

If your estimated delivery period has passed and tracking has not been updated for an extended period, please contact:

hcf_h@hotmail.com

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

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

First, please:

• Check your tracking information;
• Confirm your delivery address;
• Check with household members;
• Check your building reception or mailroom;
• Check any designated safe delivery location; and
• Contact the local carrier where appropriate.

If you still cannot locate the parcel, contact us at:

hcf_h@hotmail.com

Please provide your order number.

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

13. What should I do if my order arrives damaged?

Please inspect your parcel and product as soon as reasonably possible after delivery.

If the parcel or product arrives damaged, contact us promptly at:

hcf_h@hotmail.com

Please 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 keep the original packaging until we have reviewed the issue.

14. What if I receive the wrong product?

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

Email: hcf_h@hotmail.com

Please include:

• Your order number;
• Clear photographs of the product received; and
• A photograph of the shipping label.

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

15. What if something is missing from my order?

If your parcel arrives with missing products, accessories or components, please contact:

hcf_h@hotmail.com

Please provide:

• Your order number;
• Photos of all products received;
• Photos of the outer packaging; and
• A photograph of the shipping label.

We will review the issue and provide an appropriate solution.

16. What is your return period?

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

You may request an eligible return within 30 days after receiving your order.

To qualify for a voluntary return, the product should generally be:

• In the condition in which it was received;
• Unused and unworn;
• Complete with original accessories and components;
• In its original packaging where reasonably possible; and
• Accompanied by proof of purchase.

Please review our Return and Refund Policy for complete return conditions and exclusions.

17. Do EU/EEA customers have a 14-day right of withdrawal?

Yes. Consumers in the European Union and European Economic Area may have a statutory 14-day right of withdrawal for eligible distance purchases, subject to applicable legal exceptions.

Where the statutory right applies, you may withdraw from the eligible purchase without providing a reason within the applicable statutory period.

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

Please review our Return and Refund Policy for full information.

18. Who pays the return shipping costs?

For eligible returns made under the EU/EEA 14-day statutory right of withdrawal, the customer is generally responsible for the direct cost of returning the goods, provided this responsibility was properly communicated 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 or non-conforming product;
• A product damaged during delivery;
• An incorrect product;
• Missing components or accessories; or
• Another confirmed error attributable to us.

Please contact us before returning any product.

19. How do I request a return?

Before sending any product back, contact:

Email: hcf_h@hotmail.com

Please include:

• Your order number;
• The email address used for the order;
• The product you wish to return; and
• The reason for the return.

For damaged, defective or incorrect products, please also provide photographs or videos where relevant.

Do not send a product back before receiving the applicable return instructions.

20. Where should I send my return?

Approved returns should be sent according to the return instructions provided after your return request has been reviewed.

Unless otherwise instructed, our registered contact address is:

HC Falkenberg Art
Rammelhøj 7
6630 Rødding
Denmark

Please contact us at hcf_h@hotmail.com before shipping a return.

Do not send unauthorized Cash on Delivery or postage-due return parcels unless we have expressly agreed to this in advance.

21. When will I receive my refund?

Once a returned product has been received and inspected, we will notify you regarding the status of your refund.

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

Where the statutory EU/EEA right of withdrawal applies, refunds will be handled within the legally applicable period.

Your bank, PayPal or other payment provider may require additional time before the refunded amount appears.

For Cash on Delivery orders, we may need to contact you to arrange an appropriate refund method because the original payment was collected physically by the courier.

The reference policy provides that voluntary-return refunds are normally processed within 10 business days after approval, while statutory withdrawal refunds follow the applicable statutory period.

22. Are customs duties or import taxes included?

Orders shipped 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 your order price, this will be indicated during checkout where applicable.

Unless expressly stated otherwise, customers may be responsible for import duties, taxes and other charges imposed independently by the relevant authorities. This follows the structure of the supplied FAQ reference.

Please review our Shipping and Delivery Policy for further information.

23. Can I refuse a Cash on Delivery parcel?

If you selected Cash on Delivery and no longer want the order, please contact us as soon as possible before the parcel is dispatched or delivered.

Repeated or unjustified refusal of COD parcels may result in restrictions on future COD orders where permitted by applicable law.

This does not affect any statutory cancellation, withdrawal, return or consumer rights.

24. How do I contact customer service?

For questions regarding:

• Products;
• Orders;
• Payments;
• Delivery;
• Tracking;
• Returns;
• Refunds;
• Damaged products; or
• Other customer service matters,

please contact:

HC Falkenberg Art
CVR number: 35071997
Responsible person: Hans Christian Falkenberg-Hansen

Registered address:
Rammelhøj 7
6630 Rødding
Denmark

Email: hcf_h@hotmail.com

When contacting us about an existing order, please include your order number and the email address used when placing the order so that we can assist you more efficiently.