Shipping policy
Last updated: 6 September 2026
Ophena.com is owned and operated by:
Trolle Company A/S
Gydevang 17
DK-3450 Allerød
Denmark
CVR/VAT No. DK35811427
Email: team@ophena.com
Telephone: +45 48 48 51 15
Delivery times
Orders are normally prepared and dispatched from Denmark within 1–3 business days.
Some products, colours, sizes, customised products, and pre-order products may have a longer processing time. Where applicable, an estimated shipping date is displayed on the product page above the Add to bag button.
The estimated delivery time begins when the order has been dispatched. Our typical delivery times are:
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Sweden with GLS: 1–2 business days
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Other EU countries with FedEx: 2–4 business days
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United Kingdom, Norway, and Switzerland with FedEx: 2–4 business days
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USA and Canada with FedEx: 2–5 business days
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Rest of the world with FedEx: 3–5 business days
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FedEx International Priority or Priority Express: typically 1–3 business days, with many destinations reached within 1–2 business days
Express delivery is available only for eligible destinations and orders. If available, it will be displayed as an option during checkout.
Delivery times are estimates and are not guaranteed. Delivery to remote areas, islands, Overseas Countries and Territories, or Outermost Regions may take longer. Customs clearance, public holidays, severe weather, transport disruption, incomplete delivery information, and circumstances outside our control may also cause delays.
Business days are normally Monday through Friday, excluding applicable public holidays in Denmark and the destination country.
Delivery countries and carriers
All orders are dispatched from Denmark.
We use the following delivery providers:
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GLS for deliveries to Sweden
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FedEx for deliveries to all other European countries
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FedEx for deliveries to the rest of the world
We no longer use DHL or UPS for standard Ophena deliveries.
We ship to most countries and territories worldwide. However, delivery availability depends on the destination, postal code, carrier coverage, sanctions, customs restrictions, and local import rules.
If we cannot deliver to the address entered, the checkout may reject the address or we will contact you after the order has been placed.
Delivery to PO boxes, military addresses, certain islands, remote regions, or restricted countries may not be available. The delivery options presented at checkout determine whether we can currently deliver to a particular address.
Delivery costs
Available delivery methods and their prices are calculated and displayed during checkout based on the destination, parcel size, weight, order value, and selected service.
Any free-shipping offer or applicable order-value threshold will be displayed during checkout. The delivery price shown before you submit the order is the price that applies to that order.
Express delivery costs more than standard delivery and will be shown separately where the service is available.
Tracking your order
When your order has been dispatched, you will normally receive a shipping confirmation containing a tracking link.
Tracking information may take some time to become active after the shipping label has been created. Please allow up to 24 hours for the carrier’s tracking system to register the shipment.
For Swedish deliveries, tracking is provided by GLS. For all other destinations, tracking is provided by FedEx.
Taxes and duties
Deliveries within the European Union
Orders are shipped from Denmark.
For delivery to an address within the European Union’s VAT and customs territory, the price displayed during checkout includes applicable VAT. Customers will not normally be charged customs duties or import fees when the order is delivered.
Different rules may apply to Overseas Countries and Territories, Outermost Regions, special fiscal territories, and other areas that are geographically connected to an EU country but are outside the EU VAT or customs territory.
More information about the EU’s territorial VAT scope is available here.
If you are unsure whether your address forms part of the EU VAT and customs territory, please contact us at team@ophena.com before ordering.
Deliveries outside the European Union
Import VAT, sales tax, customs duties, clearance charges, or other import fees may apply when an order is delivered outside the European Union.
We currently deliver duties paid (DDP) to:
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United States of America
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United Kingdom
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Switzerland
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Australia
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Canada
For these destinations, applicable import duties, taxes, and customs charges are included in the amount collected at checkout or otherwise paid by us. The recipient should therefore not normally be asked to pay additional import charges upon delivery.
We also deliver without import duties to destinations within the European Union’s VAT and customs territory because orders are dispatched from Denmark.
For other countries and territories, orders are normally delivered on a Delivered at Place (DAP) basis, sometimes described as duties unpaid. The recipient is responsible for any import VAT, customs duties, clearance charges, carrier fees, or other local charges imposed by the destination country.
Import rules and charges are determined by local authorities and can change without notice. We cannot guarantee the amount of charges imposed by authorities or carriers in destinations where we do not deliver DDP.
You may find general information about possible import charges here. This information is provided as guidance only. Your local customs or tax authority is the authoritative source.
Special customs requirements
Certain destination countries require additional identification or customs information before an order can be dispatched or cleared.
We may contact you after your order has been placed to request the required information. Please provide it promptly using the method stated in our request. If the required information is not supplied, dispatch or customs clearance may be delayed, and we may ultimately be unable to complete the delivery.
These requirements may include, but are not limited to:
Turkey
For private individuals:
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Turkish citizens: 11-digit Turkish ID number
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Foreign residents or recipients: passport number
For companies:
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Turkish VAT or tax identification number
South Korea
For private individuals:
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Personal Customs Clearance Code (PCCC); or
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Where accepted by the relevant authority or carrier, date of birth in the required eight-digit format: YYYYMMDD
For companies:
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10-digit business or VAT registration number
Brazil
For private individuals:
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Valid 11-digit Brazilian CPF number
For companies:
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Valid 14-digit Brazilian CNPJ number
Shipments to Brazil may be delayed or prevented from clearing customs if a valid CPF or CNPJ is not supplied.
Customs requirements may change, and other destinations may require a national identification number, tax number, importer number, passport information, or other documentation. We will contact you if additional information is required.
We process customs information solely for order fulfilment, international delivery, customs clearance, and compliance with legal obligations, as further described in our Privacy Policy.
Incorrect delivery address
You are responsible for checking that the name, delivery address, postal code, email address, and telephone number provided with your order are complete and accurate.
If you notice an error, please contact us at team@ophena.com as soon as possible.
We will try to correct the address if the order has not yet been dispatched. Once an order has been handed to GLS or FedEx, we cannot guarantee that the delivery address can be changed.
The carrier may charge a fee for an address correction or redirection. Where the incorrect information was provided by the customer, we may charge the reasonable additional cost to the customer where permitted by law.
Refused or undeliverable shipments
If you refuse delivery, fail to collect the parcel, provide an incorrect or incomplete address, or otherwise prevent delivery for a reason that is not our fault or the carrier’s fault, the parcel may be returned to us.
Where permitted by law, we may deduct the reasonable costs incurred for the original delivery, return transportation, customs handling, and processing from any refund.
This does not affect your statutory rights if the refusal or failed delivery is caused by an incorrect product, a defective product, transport damage, our breach of contract, or an error by the carrier.
If a returned parcel is subject to unpaid import charges, customs fees, or carrier fees for which the recipient was responsible, these reasonable costs may also be deducted from the refund where permitted by law.
Failed delivery or package marked as delivered
If the carrier’s tracking information shows that your parcel has been delivered but you have not received it:
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Check the delivery address shown in your order confirmation.
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Check around the delivery location, including any safe place.
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Ask household members, neighbours, reception staff, or building management whether they accepted the parcel.
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Contact the local GLS or FedEx customer-service team as soon as possible.
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Contact us at team@ophena.com.
You must report the issue to us within seven days of the carrier’s recorded delivery date so that we can open an investigation with the carrier.
Reporting within seven days helps us investigate the shipment, but it does not remove any mandatory statutory rights you may have.
We may ask you to provide a written confirmation that the parcel was not received and to cooperate with the carrier’s investigation.
Transport damage
Please inspect the parcel and products as soon as reasonably possible after delivery.
If the parcel or product appears damaged, contact us promptly at team@ophena.com and include:
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Your order number;
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A description of the damage;
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Photographs of the exterior packaging;
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Photographs of the shipping label;
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Photographs or video showing the damaged product; and
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Confirmation of whether any items are missing.
Please retain the product and all original packaging until we confirm whether they are required for the carrier investigation.
Failure to report visible transport damage immediately does not remove any mandatory statutory consumer rights.
Delays outside our control
We are not responsible for delays caused by circumstances outside our reasonable control, including customs inspections, incomplete customs information, carrier disruption, severe weather, natural disasters, strikes, civil disturbance, governmental action, border closures, epidemics, transport interruption, or incorrect delivery information.
If a material delay occurs, we will provide available information and take reasonable steps to help resolve it. Your mandatory rights concerning delayed or failed delivery remain unaffected.
Frequently asked questions
As an EU customer, do I have to pay import fees or additional costs?
No, provided that the delivery address is within the European Union’s VAT and customs territory. Orders are shipped from Denmark, and the price displayed during checkout is the final price you pay.
Different rules may apply to special fiscal territories, Overseas Countries and Territories, and Outermost Regions.
How long does delivery take?
Orders are normally dispatched within 1–3 business days.
After dispatch, delivery typically takes:
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1–2 business days to Sweden with GLS;
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2–4 business days to other EU countries with FedEx;
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2–4 business days to the UK, Norway, and Switzerland;
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2–5 business days to the USA and Canada; and
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3–5 business days to most other destinations.
FedEx Priority or Priority Express delivery typically takes 1–3 business days where available, with many destinations reached within 1–2 business days.
These are estimates rather than guaranteed delivery times. Certain products may have a longer processing time, which will be stated on the relevant product page.
Can I change my delivery address after ordering?
Contact us at team@ophena.com as soon as possible. If the order has not been dispatched, we will try to update the address.
Once the order has been handed to GLS or FedEx, an address change may not be possible and cannot be guaranteed.
Which carrier will deliver my order?
Orders to Sweden are delivered by GLS. Orders to all other available destinations are delivered by FedEx.
Can I select Express Delivery?
FedEx Priority or Priority Express may be offered for eligible orders and destinations. If available, the option, estimated delivery time, and price will be displayed during checkout.
Who should I contact about delivery?
Please contact us at team@ophena.com and include your order number.