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Frequently asked questions
Shipping and Returns

At Afound, we want you to be able to pick between multiple shipping options and choose the one that suits you best. The below list of shipping options applies mainly to orders purchased from H&M Group brands – H&M, H&M HOME, ARKET, COS, Monki, Weekday and & Other Stories – and may vary depending on where you live.


Rest assured, you will always find all available shipping options and prices in the checkout.

 

• Budbee Locker
• Budbee Home Delivery
• Posti Pick up Point
• Posti Home Delivery
• Schenker Pick up Point

Once you have received a tracking number, you can log in to My Pages and go to your order history. Here you can click on "track this order" to follow your package. If your order is not delivered within the specified time, please contact the seller directly. The easiest way to do this is via My Orders in My Pages.

All of our sellers manage their own distribution. If you have ordered items from different sellers, they will be delivered separately.

You can see the estimated delivery time for your order in the shopping bag and at check-out. Our sellers deliver their orders within 3–5 business days. Of course, they always aim to deliver your order on time, but sometimes bad weather, Christmas-rush or other circumstances may affect the delivery time. Please bear with us if this happens.

Unfortunately, you can't change the name or address on a parcel once it has been scheduled for delivery. The parcel is usually sent to a post office connected to the postcode provided. 

Unfortunately, you can't change or cancel an order. If you wish to change size, colour or perhaps order something else, you can return the item within 14 days of receipt and place a new order. When we have received and approved your return, you will be refunded within 14 days.


Please note that any return shipping fee will automatically be deducted from the refund.

If there's anything wrong with your order, please contact the seller via My Pages. Log in to My Pages and go to Order History. Choose the order with the product you wish to return, include the reason for return and describe what's wrong with your order.

DIGITAL RETURNS FOR H&M

The return policy is 30 days from delivery/pickup of the last package received.


If you would like to return a product from H&M, please note that you no longer receive a physical return slip. Instead, you now return H&M products even smoother by registering your return online. Just follow the instructions below.


Using the link below, log into our returns portal with your order number (found on your delivery receipt) and email address and let us know what you want to return and why. Once you've registered your return through the portal, follow the instructions for shipping your return. We will send you an email as soon as we receive your package.


Click here to register a digital return for H&M products. Please note, this does not apply to orders and returns from H&M & Friends.


If you have ordered items from any of our other sellers, please follow the instructions on your delivery note to return the items or read the step-by-step guide above under "How do I make a return".

 

 

HOW DO I MAKE A RETURN?
If you've received a prepaid return label along with your order, you can use this to return your product. If you also received a return form you should fill this in and include the reason for return. Pack the products you wish to return and the return form together in a box (preferably the same parcel the products were delivered in), place the return label on the box and hand in the box at your post office.

 

If you're missing a prepaid return label it's still smooth and easy to make a return. Simply follow the steps below. 

1. Log in to My Pages and go to Order History.
2. Choose the order with the product you wish to return and select Ask Seller.
3. We will send you a prepaid return label.
4. Pack the products you wish to return in a box (preferably the same parcel the products were delivered in), place the return label on the box and hand in the box at your post office.

When the seller has received and approved your return, you will be refunded within 14 days. Remember to save the receipt you'll receive from the post agent to be able to track your return.

Please note that due to health and hygiene reasons, we do not accept returns of underwear, swimwear, piercings, beauty products or cosmetics.

At Afound you can shop directly from different sellers. That means the return cost can vary per return depending on which seller you buy from. Any return fee will automatically be deducted from the refund. Please note that each order must be returned to the respective seller and your total return cost depends on how many sellers you are returning to.

 

Information about return fee is available on each product page, on our seller pages and in your shopping bag.

Unfortunately, products cannot be exchanged even if you would only like to change the size or colour of your item. To exchange an item, you need to return it and place a new order separately.

We get it – sometimes that new find just doesn't fit or isn't as you expected. No worries, we've got your back:


30 DAYS
All pieces you purchased from our H&M Group brands on afound.com can be returned within 30 calendar days of receipt. These brands are: H&M, H&M Home, ARKET, COS, Monki, Weekday and & Other Stories.

Please note that any return shipping fee will automatically be deducted from the refund.


14 DAYS

All items you purchased from any of our other sellers on afound.com can be returned within 14 calendar days of receipt.


Please note that any return shipping fee will automatically be deducted from the refund. Read more about how to return an item under "How do I make a return?".

You will see a refund in your account 14 days after the seller has received your return/s. If you do not receive your refund within that time, contact the seller via My Pages.


Please note that any return shipping fee will automatically be deducted from the refund.

Yes. However, please note that beauty products can only be returned if the product is unused and still sealed in original packaging. If an item is returned to us in an unsuitable condition (damaged, used, unsealed), we cannot grant you a refund. 

We’re happy to offer you a wide range of beauty products, always at a discounted price. However, some of these beauty products contain flammable substances and are therefore classified as dangerous goods and have transportation restrictions (eg. nail polish, certain perfumes and pressurized spray cans). If you wish to return products that contain flammable substances, there are special transportation requirements.

RETURNS
If you wish to return a product that is classified as dangerous goods, the product must be packed in a box with the Dangerous goods label (pictured below) attached. If you’re not using the original parcel, you can print a new label. This label is used to inform the carrier that the parcel contains flammable substances and has special transportation requirements.

 

Please note, if you are making a return WITHOUT any dangerous goods, you must remove the LQ Dangerous Goods label from the box. If the product was sealed upon receipt, it needs to still be sealed when you return it. Please fill the box with paper or other material to avoid damages on the product.

CHECKLIST 

  • Pack the product in a box with the Dangerous Goods label. If you use the original parcel from us, the label is already in place. If you use a different box or if the original label is damaged, you must print a new one.
  • Fill the box with paper or other material to avoid damages on the product.
  • Follow the instructions for exchanges/returns on your delivery note.

 

Please note, beauty products can only be returned if the product is unused and still sealed. If an item is returned to us in an unsuitable condition (damaged, used, unsealed), we cannot grant you a refund.

How do I shop at Afound.com?

At Afound, you can shop in a variety of ways, whatever suits you best. The easiest way is to use the top menu and browse our three categories, women, men and kids, or browse our brands. If you know exactly what you're looking for, you can use the search function at the top right instead.

1. Find what you're looking for (or maybe something completely different?) by browsing our three categories, women, men and kids.

2. Once you've found something you want to buy, select the colour and size and then add it to your shopping bag. You can review all your finds in peace and quiet, change quantity or delete them completely in the shopping bag.

3. Fill in the delivery information and select a payment method. Enter your payment information on the next page.

4. Click "Complete purchase" to confirm your order. Once you've completed your purchase, you'll receive an order confirmation via email. And you'll also receive a delivery confirmation when your order is dispatched from the warehouse.

Unfortunately, we do not have a phone number you can call us on, but you can find all channels to contact Afound here. For instance, do you have questions about a purchase? Send a message to the respective seller you bought from via My pages. Before you reach out, please try to find an answer to your question/s in our FAQ or via our chat.

My pages

You need an account to complete your purchase. If you don't have an account, you can easily create one here or when you check out – all you need is an email address.

 

The many benefits of having an account with us:

 

  • If we know more about you, you can get tips on products we know you like, rather than just random suggestions.
  • You can track your orders and see previous purchases.
  • You can save your address and payment details to make your shopping experience even more smooth.

Yes, it's completely free to create an account with Afound and there's no obligation to buy.

Click the "forgot password" link on the sign in page and we'll send an email to the address you registered when you created the account. Once you've received the email, just follow the instructions to create a new password. If you don't receive a recovery email, contact Customer Care who will be able to help you.

Payment

Card payments are handled through our Payment Service Provider, Adyen, which goes by PCI DSS standard. This means the payment is handled through a secure channel that is regularly controlled by third parties. For more information, visit www.adyen.com.

Afound accepts the following payment methods:

  • Klarna
  • Visa
  • MasterCard
  • Maestro
  • American Express
  • Google Pay
  • MobilePay
  • Trustly
  • Apple Pay
AFOUND'S PRICE GUARANTEE

It’s our mission to offer you the best discounts and the best prices on your favourite brands – always. For us that also means we'll match the price and reimburse the difference if you've found the identical product for less at another online store. Read below to learn more about our price guarantee policy and how to request a price match.

- Product must carry the ‘Price guarantee’ marker on its product page at afound.com
- The product must have been purchased online at afound.com
- Competitor must be an online store with a localised website in Denmark
- Price match must be requested within 30 days of order date
- The price guarantee only applies to identical products of the same brand, same model, colour and size
- The price guarantee does not apply if the product is purchased with a gift card or a loyalty programme benefit at a competitor's site
- The price match is based on the product price of the day of purchase at afound.com, excluding shhipping costs
- The price guarantee does not apply to competing products offered in a limited-time sale, flash deal or clearance
- The competing product must be in stock and available for purchase at the time the price match is requested
- Competing product cannot be pre-owned or sold by a second-hand service

First of all, congrats! You should become a deal hunter 'cause you've got skills.. If you've purchased a product with us that carries the ‘Price guarantee’ marker on its product page and you've found the identical product at another online store in Denmark at a lower price, we’ll of course reimburse you the difference. Please note that the criteria listed above need to be fulfilled.

You’ve found the identical product you’ve purchased on afound.com at a lower price at another online store in Finland? We'll make it up to you. Please contact our customer care team at customercare.fi@afound.com from the email address connected to your order and include the following information in your email:

- Your order number
- URL link to the competitor's product page and a screenshot of the product page
- The product page must accurately show the product's brand, price, size, colour and availability /stock status

We will process your request as soon as possible. If the price match is accepted, we’ll reimburse you the difference through the same payment method used at the time of purchase.

Send price match request

Digital Services Act (DSA)

The Digital Services Act (DSA) regulates online platforms, aiming to prevent illegal activities, harmful content, and the spread of misinformation. By ensuring user safety and protecting fundamental rights, its goal is to create a safer and fairer online platform environment.

When you report something on afound.com, you're letting us know that you've come across content that does not seem to follow relevant EU laws and/or Afound policies. Although we have measures in place to prevent any harmful content from being published on our website, we are thankful for you reporting any content that might have slipped through.

You can report any product on afound.com, including related content such as product information and images. You do so by clicking on "Spotted a legal issue?" located on every product page. Please note that this function is only available on afound.com. For instance, you cannot report an issue via emails, on social media, ads or other places outside the afound.com website.

If you spot any content related to products on afound.com that you believe does not follow EU law or Afound's policies, you can report it based on legal grounds. Here are some examples that could count as legal ground:

- Inappropriate content
- Intellectual rights and copyright
- Doubts regarding product safety
- harmful or inaccurate information
- Environmental concerns

Don't see your concern listed? If you believe you have legal grounds for another reason not mentioned above, please provide additional information when filling in the report form.

The function "Spotted a legal issue?" can be used for any concerns based on legal grounds regarding products and related content on afound.com. If you would like to report something else, such as a problem with your order, payment or delivery, you can browse our FAQ or contact our customer care.

After you've made a report, we'll share your concern together with the reported item and/or its related content with the relevant team for review. They will carefully assess everything considering both applicable laws and our policies at Afound to ensure we are compliant. If we are not compliant, we will take appropriate action, such as removing the item or its content from our afound.com. In any case, we'll inform you about our decisions and actions via email.

If you do not agree with our decision, you can dispute it by replying in the email thread any time within 6 months after having recived the decision. When doing so, we would like to ask you to provide us with any additional information that could help us reconsider. Alternatively, you of course also have the option to seek legal advice and appeal our decision in the relevant courts.

As per Article 22 of the EU Digitial Services Act, indiviuals or organizations can be identified as "trusted reporters" by the relevant authorities. If you are a "trusted reporter", please make sure to enter the email address you have registered with authorities when filling in the report form. That way, we can ensure that your report will be processed according to the relevant guidelines. 

If you would like to find more information about DSA, you can read more on the European Commission website here

We calculate relevance by considering factors such as product information, your customer history and something we call a "strategy score". The strategy score predicts upcoming sales trends by analyzing aggregated purchase and click data. It can be adjusted to promotions and demotions and can be modified towards business metrics such as revenue. Any product attribute can be used to sort products given it has been configured as a sorting attribute.

RELEVANCE (SEARCH)
• Strategy score
• Correlation with search terms
• Insights based on past aggregated click behaviour*

RELEVANCE (PLP)
• Strategy score
• Insights based on past aggregated click behaviour*

PERSONAL RELEVANCE
• Relevance (see above)
• Personal recommendations based on past purchases and click behavior for this
visitor are prioritized

TOP SELLERS
• Strategy score is restricted to aggregated purchase data.

OTHER SORT ORDERS
• Customised and defined by the retailer

*Note: "aggregated" refers to the use of sums of consumer-data in anonymised form.