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Lost shipment

To obtain a partial or full refund it is imperative that your parcel is insured.

Please contact us if your goods do not arrive within 7 days of despatch check if you live in Denmark and your parcel is lost. If the shipping data we have correspond to the address on your shipment please contact your local sorting office. Contact us if the goods cannot be located at your local postoffice and we will complete the relevant claim forms and submit them to our local Post Office Customer Care Department for a refund.

Please contact us if you live outside Denmark and you have not received your parcel within one month. We will fill out the relevant postal service claim form after cross checking shipping data. If the parcel does not turn up, we may have to wait for the postal office to complete their investigation or we will replace the missing items immediately or offer you a refund or credit on the total amount. 

Insurance does not apply to goods sent to some countries - including USA, Canada and Australia. If you live in one of these countries we will help you find alternative ways of shipping. We will get back to you if you check out and choose to have your music insured in case of you live in one of the countries.

Check out our shipping section for actual compensation rates.

Incorrect or damaged goods  

If you receive incorrect goods, please contact us within 48 hours of receipt of the goods. The correct goods will be despatched with a full refund or credit for any expenses as soon as you have returned the incorrect goods and emailed or faxed us a proof of return.

If your received goods are damaged, please contact us within 48 hours of receipt of the goods. If the damage relates to the postal handling of your shipment, we will ask you to contact your local post office in order to inspect the damage and handle your claim.

Note that the policy on damaged goods does only apply to parcels sent insured. Our shipping section explains the degree of coverage.

If your received goods fail to meet the promised standards, please contact us within 48 hours of receipt of the goods.

When you return goods to us please mark the package "Sound Station - Returns" and include the returns agreement as an email or note with a clear indication of who authorised the return. Please please return the goods to us in the original packaging.  

We will try to replace any damaged item and - if not possible - offer a credit note or a refund.