FAQ

English | Dansk

English

Do you have a physical store in your studio as well?

Yes! The Studio Arhoj Design Store opened (in-studio) on May 25th, 2016.

Our studio and design stores are open to the public. For opening hours and location, please click here.

Our store accepts Cash, MobilePay and Credit Card (MasterCard/Visa/AmEx).

Can I come by and pick up my order at your studio in Copenhagen?

Yes! 

If you've entered a Danish billing/shipping address at checkout, you will have the option to pick your items up at the studio in your shipping options. There is a small charge for the bag (about 5dkk) as required by law.

If your billing/shipping info is outside of Denmark, simply enter "StudioPickup" in the discount area at checkout - this will remove shipping costs.

For pick-up hours and address, please click here.

Can I have you make a special Pen/Ghost/Lava etc in a particular clay and glaze colour?

We are not able, unfortunately, to accommodate special requests at this time. We hope you will be able to find something you like among our broad range of glazes and colours in the online store and The Studio Arhoj Design Store.

In a magazine, 3 years ago, I saw a blue item thrown in red clay and small speckles with a pink soft tone and approx 12" tall. Do you have that in stock?

As many of our items are handmade it is nearly impossible to keep things looking identical. Almost every item in our catalogue is unique and rarely turns out the same as another. It's hard to find two handmade Studio Arhoj items that look exactly the same. We're also constantly experimenting and playing with materials and forms, ideas come and go. Many of our items are small batch and are only made a handful of times.

How much does shipping cost and can you send to my country?

We happily ship across the world. Please visit our Shipping & Returns page to see how much it costs to ship an order to you. Some areas we ship to are quite expensive, so costs are set high. If we find that the cost is lower to ship to you, we will refund the difference.

I'm shopping in DKK but the checkout is in Euros, why is that?

As our site is offered internationally we thought it best to stick to one currency across the board. We do allow customers to view the site in DKK, but we've built the platform around the Euro. Because of this you may see slight variations (sometimes a bit more, sometimes a bit less) between prices in our studio store and online, as we try to keep prices rounded to the nearest Euro. We apologize for any inconvenience this may cause. 

Can you pack and ship my order today?

We make every effort to process orders within 2-3 business days (weekends and national holidays excepted). In general we must take the liberty to say average send-off time is from 3-4 days , assuming the particular product is in stock and depending on how far across the world it must be shipped. Please check our Shipping & Returns page for estimated shipping times.

I'd like to return my order please. What do I do?

That's perfectly fine. Please visit our Terms & Conditions page to read about our return policy.

Upon arrival my parcel was damaged and my stuff was broken - what do I do now?

Please save the packaging as proof and then send us a photo of the damaged item and we'll get back to you after reviewing your case. Please find all contact information at the contact page.

What about taxes?

The prices you see online include taxes for EU customers, but do not include taxes for customers outside of the EU - unless otherwise stated at checkout. For the time being we do make an exception for our online UK customers and include taxes in orders under £135 in value.

Shipping costs do not cover import fees / taxes. We are not responsible for these additional charges and it is the responsibility of the consumer to understand their local rules and regulations surrounding imports from Denmark / the EU.

UK Customers: click here for current Brexit related importing procedures.

How do I keep updated on food safety and declaration of conformity?

You can view our company smiley report here.

You can view our declaration of conformity here.

 

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Dansk

Hvis du har indtastet en dansk adresse i Checkout, har du mulighed for at hente dine varer i studiet i dine forsendelsesmuligheder. Der er et mindre gebyr for posen (ca 5 DKK), som loven i Danmark kræver.

Hvis dine fakturerings-/forsendelsesoplysninger er uden for Danmark, skal du blot indtaste "StudioPickup" i rabatområdet ved kassen - dette fjerner fragtomkostninger.

Kan jeg bestille en helt bestemt Pen/Ghost/Lava etc. i en speciel glasur/lertype?

Vi tager desværre ikke imod bestillinger. Vi håber du kan finde noget på shoppen som du kan lide.

For 3 år siden så jeg i et blad den her Pen/Ghost/Pyramid etc drejet i rødt ler med små prikker og glaseret i en blå mat glasur med bobler.... Har I den på lager?

De fleste af vores produkter er unika, så vi kan desværre ikke genskabe det, som er blevet produceret. Hvad der er solgt er solgt. Vi har kun det på lager, som du ser på webshoppen og som regel kun meget få stykker af hver.

Hvor meget koster shipping og kan I sende til mit land?

Vi sender gerne til hele verden, så besøg vores Shipping & Returns-side for at se, hvad det koster at sende til dit land.

Jeg har købt i DKK, så hvorfor er Checkout i Euro?

Idet vores shop er målrettet udlandet, er vi tvunget til overordnet at køre med én møntfod - nemlig Euro. Vi har designet shoppen sådan, at kunderne kan se alle priser i DKK. Men når man checker ud, vises prisen i Euro. Vi beklager evt. gener af dette valg.

Kan I pakke og sende min ordre i dag?

Vi gør alt hvad vi kan for at behandle og afsende ordrer på omkring 2-3 dage (weekender og helligdage undtaget). Generelt må vi gøre opmærksom på, at gennemsnitstiden for en behandlet ordre er 3-4 dage betinget af, at varen er på lager - og hvor langt den skal sendes. Hvis noget haster, så ring gerne til os på 29895800.

Jeg vil gerne bytte mine ting, hvad gør jeg?

Det er ok. Besøg vores Shipping & Returns-side for at læse mere om vores byttepolitik.

Da jeg modtog min pakke var den beskadiget og tingene inden i gået i stykker - hvad gør jeg?

Først og fremmest skal du gemme indpakningen den var i, så vi kan bruge den som evt. bevismateriale overfor fragtfirmaet. Send os derefter et foto af indpakningen og tingene via vores Contact-side og beskriv skaderne, så vender vi tilbage hurtigst muligt.

Hvordan holder jeg mig opdateret på fødevaresikkerhed og finder en overensstemmelseserklæring fra jer?

Se vores virksomheds Smiley-rapport her.

Find vores overensstemmelseserklæring her.