Frequently asked questions

I have received a defective product – what should I do?

You can contact us at info@mysimshop.dk and we’ll help you from there 🙂

I haven’t received an order confirmation – what should I do?
Try checking your spam folder first. If the email is not there, there is a risk that your order has not been processed correctly. Please contact us so we can confirm if your order has been registered.

Please note that your payment will not be charged until the item is shipped – there is only a reservation until then.

Why am I missing an item in my order?
If you are missing an item in your order, it may be because the item is either in transit, sold out or our warehouse has forgotten to put the item in the package. Please contact us so we can help you.

How long will it take to get my money back?
We will process your return order as soon as possible once it has arrived at our warehouse. It usually takes 3-5 business days for the money to be refunded. However, in rare cases it can take up to 14 days. It depends on your bank when the money appears in your account.

Please note that it can take up to the current month + 1 month if you used Mastercard when ordering.

You will receive an email when your refund has been processed.