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FAQs
We have in-house authenticators who manually inspect every bag to ensure its authenticity. With over 15,000 bags checked, we have never made an incorrect judgment.
This confidence in our authentication process allows us to offer a lifetime guarantee on every bag. If, against expectations, a bag is found not to be authentic, we will refund the full amount.
To apply a promo or discount code:
• Proceed to checkout and enter your code in the ['Discount Code'] field.
• Click ['Apply'] to see your new total before finalizing your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device. If you are still having issues, the promo code may have expired. In this case, please reach out to our customer service.
Delivery times vary depending on the destination and the shipping method selected.
• Standard Delivery within scandinavia: Typically arrives within 1-2 business days.
• International Delivery: Typically arrives within 2-7 business days.
Our return policy allows returns or exchanges for unused products that arrived to your location no longer than 14 days ago.
Please note that items bought in our retail stores items are not eligible for return unless an agreement is made with our store employees before purchase.
You can expect your refund to be processed within 3-7 business days or fewer, after our returns department receives the returned item.
If you'd like to start a return, please visit our Return Portal https://collectorscage.com/pages/return-process
Lost packages
At Collectors Cage, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.
Damaged packages
We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] within 24 hours of receiving the order and include photos of the damaged items or package.
We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.
Returns must be initiated within 14 days of receiving your order. Items must be unused and still have the return tag attached to the bag.
Items bought in our retail physical stores, are not eligible for return as a standard, unless you have a return tag attached to the bag after agreement with our store employees.
Return by mail
Fill out to our return form at https://collectorscage.com/pages/return-process to initiate the return process with your order number and details about the item you wish to return. Print the shipping label and drop off your return at a local shipping facility location.
Note: Returns made using untracked or uninsured shipping services, is at your own risk. Please use a tracked and insured shipment provider.
Return in store
You can visit any of our retail stores and present your online order confirmation or packing slip as proof of purchase. All items must have the original tags attached.
Refund process
Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method. Usually you can expect a refund within 3-7 banking days upon our receival of the return.
We do ship to every country in the world.
Please note that international shipments to Asia can take a few extra work days, due to stricter custom inspections. But rest assured, your parcel is of course tracked and insured, so you can rest safe knowing you will receive your bag.
If you have been waiting for more than 10 days to receive your order, please get in touch with our team to investigate the issue.
We’re sorry your item(s) have damage!
Some items may have some wear and tear, which was not noticed by our inspection team.
Please email our team with an image of your damaged item for further assistance.
We will always do our best to find a solution for you, but you are of course covered by our 14 days return guarantee which you may use in the case of the condition being different than expected upon arrival. However to use our return guarantee, the item cannot be worn, and also needs to be received less than 14 days ago.
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Click on the tracking number link or enter the tracking number into our tracking page.
Tracking information may not be immediately available after your order is placed. It can take up to 24 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.
Once your return has been received and processed, you will be notified via email when the refund has been issued.
Please allow 3-7 business days for the refund to reflect in your account.
We offer free standard shipping for most EU countries. However in orders to Norway and some non-eu countries the minimum order is about 200$ to be eligible for free shipping.
Please go to checkout, to see your shipment options.
Orders can usually be canceled within a few hours, depending on what time of the day you ordered. We do our best to ship orders as soon as possible, so in the case that your order has been shipped, we can't stop it. In that case we recommend to return the order for your refund.
Please email our team with your cancellation request as soon as possible.
You will receive confirmation of your cancellation if we’re able to make it happen.
After this period, we may not be able to cancel your order as it might already be in processing or shipment.
If you have already received an order confirmation email, it may be impossible to cancel your order. However, you can always request a return or exchange once your order arrives.
If no one was home at the time of delivery, the carrier will leave the package in a safe location.
Be sure to check around your home and with neighbors/building management who may have collected the package for you.
In some cases the package may also be delivered at a pickup point or service location instead, please check your email / sms for messages about this.
Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.
On some occasions, packages may be marked as delivered but take additional time to arrive.
If you still are unable to locate the package, please reach out to the carrier.
If you need additional assistance, please email our team.
All our products are shipped from Denmark, so there are no import fees for any EU countries.
For non-EU countries, we cover all import fees, ensuring that the price you see on the website is the final price you pay.
If you receive a notice from your local government requesting import fees, simply send us the invoice, and we will refund the amount.
Our product pages provide detailed information about each bag.
In the “Product Details” section, under “Macbook Friendly,” you’ll see whether the bag is marked “Yes” or “No.” This indicates whether we’ve manually tested the model to fit a standard 13” MacBook, which is a common laptop size.
Additionally, the height, width, and length of the bag are listed.
You’ll also find a breakdown of the bag’s condition, including the exterior, interior, corners, and handles.
At the moment, we don’t accept bag submissions or repurchase bags that have been previously bought from us. This is because we follow strict sourcing guidelines to ensure the authenticity and quality of every item in our collection.
We photograph every item with all of the accessories included. If you don’t see a strap in the photos, unfortunately, the bag doesn’t come with one. This also applies to other accessories like locks, mirrors, etc.
We have in-house authenticators who manually inspect every bag to ensure its authenticity. Based on this thorough process, we are able to issue a unique authenticity card specific to your bag.
A dustbag is always included with your order. There is always an option to add a branded dustbag, which will match the specific bag. If you don’t add a branded one, you will receive one of our custom-made dustbags.
Currently, Klarna is only available for our Danish customers. We hope to expand this option in the future, but for now, it's limited to those within Denmark.
We don't have a phone number unfortunately, we can be contacted on email at [email protected]. If you need a phone number for the shipping label, you can use our shipment phone number +45 42 47 52 83, however this phone number can't be called, it's only for return shipment purposes.