Refund policy

Changed your mind?

We get it - shopping for underwear online isn’t always easy. That’s why, under EU consumer protection laws, you have the right to change your mind and return most items within 14 days of receiving your order.

However, because of hygiene standards, underwear cannot be returned or exchanged once opened, unless the item is faulty. This helps us guarantee that every Tramonte piece arrives to our customers in perfect, untouched condition.

Below you’ll find everything you need to know about returns, refunds, and the steps to take if something doesn’t feel quite right.


Can I return my order?

Yes - you can return your purchase within 14 days of receiving your order, if you have not open and tried it.

Due to EU hygiene regulations, underwear cannot be returned or exchanged once tried on, unless the product is faulty. This helps us ensure the safety and hygiene of all our customers.


 Do you offer exchanges?

We currently do not offer exchanges. If you need a different size or color, the easiest way is to return the item (if eligible) and place a new order.


 Who pays for return shipping?

  • For orders in Denmark, you can use our return portal to purchase a return label for 59 DKK, or you can arrange return shipping yourself.

  • For orders outside Denmark, return shipping arrangements are the customer’s responsibility. We recommend using a tracked shipping service.

We do not accept packages sent to parcel shops or post offices - you must choose direct delivery to our address.


General Return Conditions

To be eligible for a return:

  • Items must be unworn, unwashed, and in original condition, with all tags and packaging intact. The packaging seal CANNOT be opened. 

  • Returns must be properly packaged to prevent damage in transit.

Please remember:

  • Underwear cannot be returned unless faulty.

  • Bundles or sets must be returned in full to qualify for a full refund.

  • If you received a free gift as part of your order, it must also be returned if your refund makes the original order no longer eligible for the gift. If not returned, the value of the gift will be deducted from your refund..

  • International shipping fees, customs duties, and import taxes are not refundable.

  • If a package is not collected and is returned to us, we reserve the right to deduct return costs from your refund.


How to Return an Item

 

Step 1 - Prepare your package
Ensure all items meet the return conditions above. Pack everything securely.

 

Step 2 - Register your return

For orders in Denmark:
Use our Return Portal to register your return and (if you choose) purchase a return label.

For international orders:
Use our International Return Form and ship the item to us using your preferred courier. Please use a tracked delivery service.

 

Step 3 - Send your return to us within 14 days after registering it:

Tramonte / Moto Lounge ApS
Grønnegyde 2
5863 Ferritslev Fyn
Denmark

 

Step 4 - We process your refund

Once we receive and inspect your return, we’ll issue your refund within 7 working days. You’ll receive an email confirmation. Refunds may take up to 10 business days to appear in your account, depending on your bank/payment provider.

 


Still have questions?

Reach out to us at hello@tramonte.dk or give us a call at +45 53811905 - we’re happy to help!