Last updated: August 24, 2026
Welcome to our Frequently Asked Questions page.
Below you will find answers to common questions about ordering, payment, shipping, delivery, returns and refunds.
If you need additional assistance, please contact us at massageskolen@live.dk.
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;
- Customs or import restrictions;
- Product availability; and
- Other logistical limitations.
Available delivery options for your order will normally be displayed during checkout.
2. How long does delivery take?
Estimated shipping time is generally:
5–7 business days after dispatch.
Please note that this estimate does not include order-processing time.
Delivery may occasionally take longer because of:
- Customs inspections;
- Public holidays;
- Carrier delays;
- Severe weather;
- Transportation disruptions; or
- Other circumstances outside our reasonable control.
Delivery times are estimates unless a guaranteed delivery service is expressly stated.
3. How long does order processing take?
Orders are generally processed within:
1–2 business days
after they have been successfully placed and confirmed.
Orders placed on 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, product availability or fraud-prevention checks.
4. How can I track my order?
Once your order has been dispatched, tracking information may be sent to the email address used when placing the order.
Where available, 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 need assistance tracking your order, please contact:
Email: massageskolen@live.dk
Telephone: +45 51 23 63 05
Please include your order number.
5. Do you offer Cash on Delivery?
Yes. Cash on Delivery (COD) may be available for eligible orders and destinations where the option is displayed during checkout.
When COD is selected, payment is normally made to the courier when the parcel is delivered.
COD availability may depend on:
- Destination country;
- Postal code;
- Carrier;
- Product;
- Order value; and
- Delivery method.
If COD is not shown during checkout, it is not available for that particular order.
6. What payment methods do you accept?
Depending on availability during checkout, supported payment methods may include:
- PayPal
- Cash on Delivery (COD)
Only payment methods displayed during checkout are available for the relevant order.
Payment availability may vary depending on your country, currency, order amount and delivery method.
7. Is online payment secure?
We take reasonable measures designed to provide a secure checkout environment.
Where PayPal is selected, the transaction is processed using PayPal's payment infrastructure and security procedures.
We will never ask you to provide your PayPal password or account password by email or telephone.
Please never send confidential login credentials or complete payment-account information through unsecured communication channels.
8. Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel an order.
Email: massageskolen@live.dk
We will try to assist you, but once an order has entered processing or has already been dispatched, changes or voluntary cancellation may no longer be possible.
Any applicable statutory cancellation or withdrawal rights remain unaffected.
9. What should I do if I entered the wrong delivery address?
Please contact us immediately if you notice an error in your delivery address.
Email: massageskolen@live.dk
If the order has not yet been dispatched, we may be able to update the address.
Once the parcel has been shipped, we cannot guarantee that the delivery address can be changed.
Where permitted by law, additional delivery costs resulting from an incorrect or incomplete address supplied by the customer may be the customer's responsibility.
10. What happens if my parcel is delayed?
Delivery delays may occasionally occur because of:
- Carrier congestion;
- Customs processing;
- Public holidays;
- Severe weather;
- Transportation interruptions;
- Incorrect delivery details; or
- Other events outside our reasonable control.
If the estimated delivery period has passed and tracking information has not been updated for an extended period, please contact us.
We will review the shipment and, where appropriate, contact the carrier.
11. What should I do if my parcel appears to be lost?
If you believe your parcel may be lost, please first:
- Check the latest tracking information;
- Confirm that the delivery address is correct;
- Ask household members;
- Check building reception or mailroom areas;
- Check designated safe delivery locations; and
- Contact the local carrier where appropriate.
If the parcel still cannot be located, please contact us with your order number.
If the shipment is confirmed as lost, we will provide an appropriate solution in accordance with our policies and applicable consumer law.
12. What should I do if my order arrives damaged?
Please inspect your order as soon as reasonably possible after delivery.
If your parcel or product arrives damaged, contact us promptly at:
Email: massageskolen@live.dk
Please provide:
- Your order number;
- A description of the damage;
- Clear 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 the issue has been reviewed.
After reviewing the information, we will provide an appropriate solution in accordance with our Return and Refund Policy and applicable law.
13. What if I receive the wrong product?
If you receive an incorrect product, please contact us promptly.
Please provide:
- Your order number;
- Clear photographs of the product received; and
- A photograph of the shipping label.
After reviewing the issue, we may arrange an appropriate:
- Replacement;
- Return; or
- Refund.
14. What if part of my order is missing?
If your parcel arrives with missing products, accessories or components, please contact us.
Please provide:
- Your order number;
- Photographs of all products received;
- Photographs of the outer packaging; and
- A photograph of the shipping label.
We will review the issue and provide an appropriate solution.
15. What is your return period?
We offer a 30-day voluntary return policy for eligible products.
Eligible customers may request a return within 30 days after receiving the product, subject to the conditions in our Return and Refund Policy.
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 full details.
16. 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 conditions and exceptions.
Where the right applies, you may withdraw from the eligible purchase without providing a reason within the applicable statutory period.
This statutory right is separate from and additional to our voluntary 30-day return policy.
17. Who pays the return shipping costs?
If you exercise an applicable statutory 14-day right of withdrawal, you are responsible for the direct cost of returning the goods where 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 product;
- A product damaged during delivery;
- An incorrect product;
- Missing components; or
- Another confirmed error attributable to us.
18. How do I request a return?
Before sending any product back, please contact:
Email: massageskolen@live.dk
Telephone: +45 51 23 63 05
Please include:
- Your order number;
- Email address used for the order;
- Product you wish to return;
- Reason for the return; and
- Photographs or videos where relevant.
Do not send a product back before receiving the applicable return instructions.
Please review our Return and Refund Policy before initiating a return.
19. Where should returns be sent?
Approved returns must be sent according to the return instructions provided by us.
Please contact us before sending a return.
Unless otherwise confirmed in the return instructions, our registered contact address is:
Uddannelse i Meditativ Healingmassage
C/O John Henrik Molich Rimestad
Hyrdevej 21, tv
8500 Grenaa
Denmark
Please do not send an unsolicited return without first contacting us.
20. When will I receive my refund?
Once a returned product has been received and inspected, we will notify you whether the refund has been approved.
For eligible voluntary returns under our 30-day policy, approved refunds are normally processed within 10 business days after approval.
Where the statutory EU/EEA right of withdrawal applies, reimbursement will be handled within the applicable statutory period.
Your bank, PayPal or other payment provider may require additional processing time before the refunded amount becomes visible.
Please review our Return and Refund Policy for complete refund terms.
21. Are customs duties or import taxes included?
Orders shipped across national borders may be subject to:
- VAT;
- Customs duties;
- Import taxes;
- Customs clearance charges; or
- Other charges imposed by authorities in the destination country.
Where such charges are included in the purchase price, this will be indicated during checkout.
Unless expressly stated otherwise, customers may be responsible for import duties, taxes or other charges imposed independently by the relevant authorities.
Please review our Shipping and Delivery Policy for further information.
22. Can I refuse a Cash on Delivery parcel?
If you selected Cash on Delivery and no longer wish to receive 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 statutory cancellation, withdrawal, return or other mandatory consumer rights.
23. How do I contact customer service?
For questions concerning products, orders, payments, delivery, returns, refunds or other customer service matters, please contact:
Uddannelse i Meditativ Healingmassage
CVR number: 26807956
Responsible person: John Henrik Molich Rimestad
Address:
C/O John Henrik Molich Rimestad
Hyrdevej 21, tv
8500 Grenaa
Denmark
Email: massageskolen@live.dk
Telephone: +45 51 23 63 05
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.