1. Ordering Online
4. Shipping and Delivery
5. Brexit (UK Orders)
7. Returns and Exchanges
1. ORDERING ONLINE
Do I need to set up an account to order something online?
You do not need to create an account to place an order. We recommend it for easier checkout in the future, but it is possible to checkout as a guest.
Can I change or cancel to my order after I have placed it?
If you wish to change or cancel your order, please contact us as soon as possible and we will do our best to help you. Unfortunately, we’re unable change/cancel an order once it has been shipped.
I didn’t get an order confirmation?
Contact us at email@example.com, we'll ensure everything is correct and provide you with your order confirmation.
What size should I order?
Please refer to the size guide on the product page. If you still need assistance, contact us so we can help you save time on returns and lower our environmental impact.
If my size is out of stock, how can I be notified?
We suggest clicking “Is your size sold out?” on the product page and signing up to receive an email if the item becomes available at a later date.
Where can I find the size guide?
Our size guide is on every product page, located just above the size selection.
What payment methods do you accept?
We accept most credit cards, PayPal, Apple Pay, Google Pay and Klarna in select countries. At checkout you will see the options available in your country.
Is it safe to use my credit card online at CDLP?
Your personal online security is very important to us. To ensure your shopping experience is safe we do not process or store any payment information in our database, and only work leading payment providers in transferring information to process your orders.
In which currency will my purchase be made?
We charge in the currency you have selected while shopping. Please note, all subscription orders (including add-on purchases) are charged in USD.
When will I be charged?
You will be charged as soon as your order is complete. However, if you choose to pay via Klarna you will be charged according to your selected payment plan.
Can I save my credit card details?
If you place an order, you can choose to store your credit card details for smoother checkout on future purchases. To ensure your safety, we do not store any payment information in our database, its fully encrypted and only available to our payment service provider.
Why was my payment declined at checkout?
If your order attempt was declined, we suggest that you contact your bank or card-issuing company. If you receive another error message, please contact us at firstname.lastname@example.org and we will do our best to assist you.
Will there be any additional costs to my order?
For countries outside the EU, orders are shipped on a DDU (Delivered Duty Unpaid) basis, meaning your order may be subject to additional charges. If applicable, you will be responsible for paying these costs before your item can be delivered.
Please note, all taxes and import duties are calculated by your local customs authorities and we advise you to contact them for further information.
I have a gift card/voucher. How do I use it?
All gift cards and vouchers can be applied at checkout. If you experience issues, please confirm the spelling or expiration date. For further assistance, contact us at email@example.com.
4. SHIPPING AND DELIVERY
How do I track my order?
You will receive an email with tracking information once your order is shipped.
When will my order arrive?
We aim to ship all orders as soon as possible. The regular processing time is 1-3 business days, and the estimated delivery depends on your country and selected courier.
DHL Express Go Green Climate Compensated Home Delivery is our standard service worldwide.
DHL Express estimated shipping times:
Europe, 1-2 business days
US & Canada, 1-3 business days
Rest of the World, 1-4 business days
Shipping in Sweden
Budbee Home Delivery Evening, 1-2 business days
PostNord MyPack Collect Service Point, 1-2 business days
PostNord MyPack Home Delivery, 1-2 business days
DHL Service Point, 1-3 business days
How do I collect my order?
Depending on your shipping method, it will either be delivered to your door or at your nearest collection point.
Is my package insured?
All items are insured against theft and accidental damage while in transit from our warehouse to your shipping address. Once the items have been delivered and signed for, they are no longer covered by insurance.
If your unavailable, you can choose to waive the signature via the delivery partner platform. Please note, if a signature is not collected you agree to our terms and conditions and assume full responsibility for any loss or damages that occur.
Where does CDLP deliver?
We offer worldwide shipping. At this time we don’t offer shipping to Russia.
Can I collect my order in the store?
Unfortunately we are unable to offer in-store pickup at this time, but hopefully we can soon.
Can I ship my order to another country?
Yes, simply choose the shipping address you wish to ship to.
To which countries do you ship DDP?
All countries within the EU. For countries outside the EU we ship with DDU, which means it is up to your local customs to decide the amount of duty and you need to pay for your order.
How much duty and tax will I have to pay?
Unfortunately, we cannot estimate how much duties you will pay, this is calculated by your local customs. If your order is shipped Delivery Duty Paid (DDP) duties and taxes are included in the price.
Can I ship my order to a post office box, APO, or FPO address??
DHL express does not deliver to P.O. boxes. If this is your only option, please contact firstname.lastname@example.org and we will assist you.
How much do I pay for shipping?
Free worldwide express home delivery on all orders above:
100 USD - United States Dollar
95 EUR - Euro
90 GBP - British Pound
900 SEK - Swedish Krona
1,000 NOK - Norwegian Krone
750 DKK - Danish Krone
150 AUD - Australian Dollar
140 CAD - Canadian Dollar
800 HKD - Hong Kong Dollar
700 CNY - Chinese Renminbi Yuan
11,000 JPY - Japanese Yen
For orders below these amounts, the cost depends on your shipping destination and is displayed at checkout.
5. BREXIT - Orders to the UK
For UK customers, sales VAT is included in the prices stated on the site. Any import VAT or duties (normally applicable on orders exceeding £135) will be covered by CDLP, and you will incur no extra charges. Email email@example.com if you have any questions.
What is Automatique?
Automatique is our subscription service which gives you better pricing and complimentary shipping on our essentials every 3 months.
What styles are available for subscription?
3 × Boxer Brief
3 × Boxer Trunk
3 × Y-Brief
3 × Boxer Shorts
1 × Crew-Neck T-Shirt
1 × V-Neck T-Shirt
5 × Mid-Length Socks
3 × Low-Cuts Socks
What payment methods are available for subscriptions?
We only accept credit cards, Apple Pay, and Google Pay for subscription orders. You are billed every 3 months when your subscription renews, using the payment method you have on file and you will be notified 3 days prior to every shipment.
Can I cancel my subscription plan?
You may cancel your subscription in your account or by contacting us at firstname.lastname@example.org at any time.
Where do I view my subscription orders?
Log in to your account page to see your order history and upcoming delivery.
Can I combine my subscription with one-time products in the same order?
Yes, you can add both subscription and non-subscription items to a single purchase. Please note, discount codes do not apply to subscriptions and will only be applied to regular items.
If you have more questions regarding our subscription service, please contact email@example.com.
7. RETURNS AND EXCHANGES
Our Return Policy
We offer free returns on all purchases within 30 days of delivery.
In order to receive a full refund, items must be returned in their original condition. Please note, returns and exchanges of underwear are only allowed if the packaging is unopened.
How do I return/exchange an item?
Please visit www.returns.cdlp.com and log-in using your order number and your email address then follow the instructions
I have received a faulty product, what should I do?
In the unlikely event that a product is faulty, please contact us directly at firstname.lastname@example.org with a picture of the faulty garment and we will replace the product immediately.
I want to return something but I checked out as a guest/don’t have an account. What do I do?
Please log in to our return request page www.returns.cdlp.com using your order number and your email address and follow the instructions.
Can I return or exchange my online purchase at a CDLP store?
If you are located in Stockholm and stock is available in store.
How can I return an item purchased in the store?
Please return the items in-store.
I cannot find a return label in my box. What do I do?
Please visit www.returns.cdlp.com and log-in using your order number and your email address then follow the instructions. For further assistance, email at email@example.com.
I received an item as a gift. Can I return it?
As long as you have the order number and email address used to place the order you can return your order. Please visit www.returns.cdlp.com and log-in using that information and follow the instructions.
Will I be refunded for the full amount of my order?
When returning your order, we will issue a full refund for the products, however the initial shipping costs will not be refunded.
When do I get my refund?
Your refund will be issued as soon your order has been received and processed, within 30 days at the very latest. Normally it takes 3-5 business days before the funds are credited to the original form of payment.
Is VAT refundable for returned items?
We suggest contacting your local customs authorities for more information.
I received my order but one or several items are missing?
In the unlikely event that you receive the wrong order please email us at firstname.lastname@example.org and we will assist you.