Frequently Asked Questions

Last updated: August 21, 2026

Below you will find answers to frequently asked questions about orders, payments, shipping, delivery, returns and refunds.

If you cannot find the information you need, please contact our customer support team.

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;

• Package size or weight; and

• Other logistical restrictions.

Available delivery options will normally be displayed during checkout.

2. How long does delivery take?

Estimated standard 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;

• Remote delivery locations; or

• Other circumstances outside our reasonable control.

Delivery times are estimates unless expressly stated otherwise.

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, fraud-prevention checks or unusually high order volumes.

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 experience difficulty tracking your order, please contact:

Email: kpje@me.com

Please include your order number.

5. What payment methods do you accept?

Available payment methods are displayed during checkout.

For eligible orders, available payment methods may include:

✓ PayPal
✓ Cash on Delivery (COD)

Payment method availability may vary depending on:

• Country;

• Currency;

• Order amount;

• Product;

• Delivery method; and

• Payment provider or courier availability.

Only payment methods displayed during checkout are available for the relevant order.

6. How does PayPal payment work?

Where PayPal is available, you can select it during checkout.

You may be redirected to PayPal to:

• Sign in to your account;

• Select your payment method;

• Confirm the transaction; and

• Complete any security verification required by PayPal.

PayPal transactions are processed through PayPal's own payment infrastructure.

We will never ask you to provide your PayPal password by email or telephone.

7. Do you offer Cash on Delivery?

Yes. Cash on Delivery (COD) may be available for eligible orders and destinations where this payment method appears during checkout.

With COD, payment is made when your parcel is delivered.

Depending on the local courier, payment may need to be made:

• In cash;

• In the exact amount requested; or

• Using another payment method accepted by the courier.

COD may not be available for every country, postal code, product or order value.

8. Why might a Cash on Delivery order need verification?

Certain COD orders may be verified before dispatch.

We may confirm information such as:

• Customer name;

• Telephone number;

• Delivery address;

• Order details; and

• Intention to accept the parcel.

This helps reduce incorrect addresses, fraudulent transactions 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: kpje@me.com
Telephone: +45 61 27 22 29

We will try to assist you.

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

Any applicable statutory cancellation or withdrawal rights remain unaffected.

10. 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: kpje@me.com

If your 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.

If a parcel must be returned or resent because the customer supplied an incorrect or incomplete address, reasonable additional delivery costs may be the customer's responsibility where permitted by law.

11. What happens if my parcel is delayed?

Delivery delays may occasionally occur because of:

• Carrier congestion;

• Customs processing;

• Public holidays;

• Severe weather;

• Transportation interruptions;

• Strikes;

• Regulatory restrictions;

• Incorrect delivery information; or

• Other circumstances outside our reasonable control.

If the estimated delivery period has passed and your tracking information has not updated for an extended period, please contact us.

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

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

If you believe your parcel may be lost, please first:

• Check the tracking information;

• Confirm your delivery address;

• Ask household members;

• Check your building reception or mailroom;

• Check any designated safe delivery location; and

• Contact the local carrier where appropriate.

If the parcel still cannot be located, contact us at:

Email: kpje@me.com

Please provide 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.

This may include a replacement or refund where appropriate.

13. 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, please contact us promptly and provide, where possible:

• 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 product and original packaging until the issue has been reviewed.

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

If you receive a product that is different from the product you ordered, please contact us promptly.

Please provide:

• Your order number;

• A description of the problem;

• Clear photographs of the product received; and

• A photograph of the shipping label.

After reviewing the information, we will provide an appropriate solution, which may include a replacement, return or refund.

15. What if part of my order is missing?

If your parcel arrives with missing products, parts, 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.

16. What is your return period?

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

This means eligible customers may request a return within 30 days after receiving the product, subject to the conditions stated 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;

• In its original packaging where reasonably possible; and

• Accompanied by proof of purchase.

Please review our Return and Refund Policy for complete 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 right to withdraw from eligible online or distance purchases within 14 days without providing a reason, subject to applicable exceptions.

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

Where the statutory withdrawal right applies, customers must notify us within the applicable statutory period.

Mandatory consumer rights are not reduced by our voluntary return policy.

18. Who pays the return shipping costs?

For an eligible change-of-mind return under the EU/EEA statutory 14-day right of withdrawal, the customer is 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 handled by us where the return results from:

• A defective 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 a defective, damaged or incorrect product.

19. How do I request a return?

Before sending any product back, please contact:

Email: kpje@me.com
Telephone: +45 61 27 22 29

Please provide:

• Your order number;

• The email address used for the order;

• The product you wish to return; and

• The reason for the return.

Please 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 by our customer support team.

Unless another return address is provided in the return instructions, our registered contact address is:

Calculator v/Kim Peter Jensen
Hasselhøj 204
2990 Nivå
Denmark

Please contact us before shipping a return.

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

21. When will I receive my refund?

Once a returned product has been received and inspected, we will notify you whether the return and refund have been approved.

Voluntary 30-Day Returns

For approved voluntary returns, refunds are normally issued to the original payment method within 10 business days after approval.

Your bank or payment provider may require additional time before the refund appears in your account.

EU/EEA Statutory Withdrawal

Where the statutory right of withdrawal applies, reimbursement will be processed within the period required by applicable law.

Where legally permitted, we may withhold reimbursement until:

• We have received the returned goods; or

• You provide acceptable evidence that the goods have been sent back,

whichever occurs first.

22. How are PayPal refunds handled?

Where a purchase was paid through PayPal, an approved refund will normally be returned through the original PayPal transaction or another legally appropriate method.

PayPal or your financial institution may require additional processing time after the refund has been issued.

23. How are Cash on Delivery refunds handled?

Because Cash on Delivery payments are collected during delivery rather than through an online payment transaction, an approved COD refund may require an alternative refund method.

Where necessary, our customer service team may contact you to obtain the information required to arrange the refund.

For security reasons, never send passwords or complete payment-account credentials by email.

24. Are customs duties and import taxes included?

Orders delivered 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 the purchase price, this will be indicated during checkout where applicable.

Unless expressly stated otherwise, customers may be responsible for duties, taxes or fees independently imposed by the relevant authorities.

Please review our Shipping and Delivery Policy for more information.

25. 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 law.

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

26. What if my PayPal payment is declined?

PayPal payments may occasionally fail because of:

• Insufficient funds;

• Account restrictions;

• Incorrect payment information;

• Security verification;

• Fraud-prevention checks;

• Payment-provider restrictions; or

• Temporary technical issues.

Please review the information provided by PayPal and try again where appropriate.

We cannot override a payment rejection made independently by PayPal.

27. What should I do if I am 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.

Please do not send passwords, authentication codes or other sensitive payment credentials.

28. Is my payment information secure?

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

Third-party payment providers such as PayPal process transactions using their own payment infrastructure and security procedures.

For your security:

• Never send passwords by email;

• Never provide your PayPal password to customer support;

• Review your order before confirming payment;

• Keep your order confirmation and payment records; and

• Contact us if you notice suspicious activity relating to an order.

We will never request your PayPal password by email or telephone.

29. How is my personal information handled?

Personal information is handled in accordance with our Privacy Policy.

Information may be processed where necessary to:

• Process orders;

• Verify payments;

• Arrange delivery;

• Provide tracking information;

• Handle returns and refunds;

• Prevent fraud; and

• Provide customer service.

Please review our Privacy Policy for complete information regarding personal data and your privacy rights.

30. How do I contact customer service?

For product questions, orders, payments, shipping, delivery, returns, refunds or other customer service matters, please contact:

Calculator v/Kim Peter Jensen
CVR number: 33668562

Address:
Hasselhøj 204
2990 Nivå
Denmark

Email: kpje@me.com
Telephone: +45 61 27 22 29

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.