Do you need help?
FREQUENTLY ASKED QUESTIONS
Orders
We recommend that you first and foremost check your account statements. If you can see a payment, you also have an order. Then we ask you to look for your order confirmation in your email inbox. Remember to check spam/junk folders as well. If you cannot find your order confirmation, it may be that your order has not gone through or that you have entered the wrong email address. Contact us and we will help you further: tel. +45 29706218. Or send us an email at: kontakt@violasky.dk
Remember to provide the date, amount and possibly order number if you have it.
STORE
Our store is situated in Copenhagen, Denmark.
The address is: Smallegade 43B, 2000 Frederiksberg.
Monday Closed
Tuesday 12-17.30
Wednesday 12-17.30
Thursday 12-17.30
Friday 12-17.30
Saturday 11-14
Sunday Closed
Yes, of course. You are always welcome to drop by within our opening hours. We are ready to help you, guide you and do a propper bra fitting. So feel free to drop by our store in Smallegade 43B, 2000 Frederiksberg/ Copenhagen, Denmark.
Sizes
To find the correct bra size, we recommend that you either visit our store in Smallegade, Frederiksberg, Denmark to be measured and guided, or that you measure yourself, wearing an unpadded, well fitting, underwired bra and using a soft tape measure. You can find our measurement chart and size guide under each product.
If you need advice from our professional staff, you are always welcome to contact us by phone: tel. +45 29706218. Or send us an email at: kontakt@violasky.dk
You can find our size guide under each product. This way, you will be guided in measurements and choosing the right bra, under the bra you are interested in, and similarly for panties etc.
Click on the style and size you want. Even if your desired size is sold out, click on it... now you will see that the purchase button changes to a 'sign up' button. Click the button and sign up to receive an email as soon as the desired size is back in stock.
At Viola Sky, we respect your natural beauty and create lingerie designed to fit your body. Our sizes are a little different from what you'll find at some of the large fashion retailers like H&M – why is that? Because we believe that with our selection of styles and sizes, we can give you an almost custom-made bra with maximum comfort, support, and fit, in cup sizes from A-.
Check our size guide under each style (click on the icon: 'Size Guide').
You don't need to book an appointment beforehand. We are ready to measure and guide you to find the perfect bra during the store's opening hours:
Monday: Closed
Tuesday - Friday: 12-17.30
Saturday: 11-14
Delivery
We offer several different delivery options. As soon as you have finished shopping on our site and are ready to check out, you can choose your preferred delivery method.
DELIVERY PRICES
Denmark
- Home delivery: DKK 55.
- Free delivery for orders over DKK 500 (to a parcel shop).
- Orders under DKK 500: DKK 55 with home delivery / DKK 49 to a parcel shop.
Europe
- Free shipping on orders over €161. Orders under €161 have a shipping fee of approximately €13.40.
Rest of the world
- Free shipping on orders over €300/$309. Orders under €300/$309 have a shipping fee of approximately €40.20/ $44.
DELIVERY TIMES
- Denmark 1-3 working days. During peak seasons and sales, delivery may take 2-5 working days.
- Europe 3-5 working days.
- Rest of the World 5-10 working days.
DELIVERY PRICES
Denmark
- Home delivery: DKK 55.
- Free delivery for orders over DKK 500 (to a parcel shop).
- Orders under DKK 500: DKK 55 with home delivery / DKK 49 to a parcel shop.
Europe
- Free shipping on orders over €161. Orders under €161 have a shipping fee of approximately €13.40.
Rest of the world
- Free shipping on orders over €300/$309. Orders under €300/$309 have a shipping fee of approximately €40.20/ $44.
Order online and pick up your items in-store.
- Address: Viola Sky, Smallegade 43B, 2000 Frederiksberg.
- Pickup: We will send an email when your items are ready.
You can always pick up your order for free at our store at Smallegade 43B, 2000 Frederiksberg (Click & Collect).
DELIVERY PRICES Denmark
- Free delivery for orders over DKK 500 (to a parcel shop).
Europe
- Free shipping on orders over €161. Orders under €161 have a shipping fee of approximately €13.40.
Rest of the world
- Free shipping on orders over €300/$309. Orders under €300/$309 have a shipping fee of approximately €40.20/ $44.
Returns, Refunds, and Exchanges
General return guidelines:
- Condition of the item: Items must be returned unused, odorless, stain-free, and with original tags intact. For silk lingerie, please avoid having cream, oil, or other greasy substances on your skin when trying on the item, as we cannot accept returns of stained silk items.
- Returns and exchanges: If you wish to exchange for a different size or model, you must return the item and place a new order.
- Return shipping: If you wish to return one or more items, the return shipping will be at your own expense. If you are situated in Denmark, we offer shipping for only DKK 55, which you can purchase and receive a parcel label for through our Return Portal. You can find the Return Portal HERE
Return parcels. We do not pick up return parcels at post offices, parcel shops, etc. - everything must be delivered to our address. We do not accept items sent cash on delivery. Unfortunately, we cannot accept parcels sent with DAO, as they only deliver parcels at night outside of store opening hours.
Right of withdrawal:
- Period: Viola Sky offers a 14-day right of withdrawal from the day you receive your items.
- Delivery to parcel shop or store: The withdrawal period starts on the day the order is delivered to the parcel shop or the day your items are ready for pickup in the store.
- Insurance: If you do not use Viola Sky's return portal, we recommend using a parcel label for insurance and the possibility to track the package.
- Uncollected items: Uncollected items will be returned, and DKK 55 will be deducted from the refund amount.
Returns and exchanges in the store:
- Address: You are always welcome to exchange items purchased online in our store at Smallegade 43B, 2000 Frederiksberg. Remember to bring a copy of the order form.
- Exchange: Exchange for the same model in a different size can be made if the item is in stock. For exchange to a different model, the money will be refunded, and you can buy the new item in the store.
Returns from Norway:
- Fee: Items returned from Norway will incur a customs clearance fee of DKK 160.
Return address:
Viola Sky
Smallegade 43B
2000 Frederiksberg
Always remember to include a copy of the order form.
Exchange policy for items purchased in the store:
- Exchange: Items purchased in the store can be exchanged for another item or a credit note within 14 days or as stated on the exchange tag. Gift cards and credit notes are valid for 1 year from the issue date. We do not offer cash refunds for items purchased in the store. Remember the receipt when exchanging.
Exchange for the same model in a different size is possible if the item is in stock.
To exchange for a different model, you must return the item and the money will be refunded. You can then order a new item in the correct size.
You are also welcome to exchange in our physical store.
If you wish to return one or more items, the return shipping will be at your own expense. If you are situated in Denmark, we offer shipping for only DKK 55, which you can purchase and receive a shipping label for through our Return Portal.
You can find the Return Portal HERE
If you are situated outside Denmark send return parcels to: Viola Sky
Smallegade 43B
2000 Frederiksberg
Denmark
Refunded amounts will always be returned to the card used for the purchase. This process takes 1-5 business days from when we receive the return package.
No, this is not necessary. After we receive and process your return, your invoice will be credited, or you will receive an adjusted invoice.
GIFT CARD
Yes, you can find our gift card selection HERE.
When you purchase an E-gift card from Viola Sky, a code is automatically generated and sent to you in an email.
The E-gift card will then be active, and you can use it as payment on the webshop and in our physical store.
Tip! You can email the gift card to the recipient, or you can print out the gift card and attach it to a nice card.
The gift card is valid for 3 years from the date of issue.
Complaint
We are sorry to hear if you have experienced a defect in one of our products. Fortunately, your purchase is covered by the Danish Sale of Goods Act, and you can therefore make use of your 2-year right to claim, if it is a manufacturing defect. We want to resolve all problems with faulty goods as quickly as possible. You are therefore welcome to visit our store at Smallegade 43B, 2000 Frederiksberg, or you can send us an email: kontakt@violasky.dk Please attach pictures of the defect and a description of what is wrong with the item. Remember to enter your order number and attach a copy of your order confirmation.
We will always try to repair the error.
Wash and Care
Lingerie is made of soft and delicate lace and mesh qualities. Hand wash in a sink or wash it on a gentle program at 30 degrees, and ALWAYS in a laundry bag.
Never use a tumble dryer.
Do not use detergents with bleach, as this can greatly affect the color of the product. And more detergent does not make it cleaner, so remember to use the recommended amount.
We recommend that you hang or lay your clean lingerie to dry. Always wash with the same color and never mix light with dark or strong colors.
Never wash your lingerie with other coarse materials.
You do not need to wash your bra every time you have worn it, in fact you should not wash it too often. We recommend that you wash it approx. after every 4th use.
- Rinse: Always rinse your swimwear in clean water after swimming in salt or chlorinated water.
- Hand wash: We recommend that you regularly hand wash your swimwear to remove sunscreen, etc., which is not always washed off after a single rinse. Use a mild, bleach-free soap.
- Remove excess water with a towel: Do not wring your swimwear to squeeze out excess water. Instead, place it in a towel and press out the water. This way, your swimwear will retain its shape.
- Dry in the shade: Avoid drying your swimwear in the sun, even if it seems effective. The color of your swimwear will last longer if you let it dry in the shade.
Always start by reading the washing instructions – never wash new lingerie on routine...
Silk should always be washed with a special silk detergent that does not contain enzymes.
You can wash your lingerie by hand or in the machine if it has a silk/hand wash program.
Close any hooks and place your lingerie in a laundry bag (laundry bags protect your lingerie and make it last much longer)
Get several laundry bags so that you avoid the bag getting overfilled and your lingerie not getting properly clean.
Do not wash your lingerie with coarse materials such as jeans or items that can snag, such as zippers and buttons.
Never tumble dry your lingerie.
Loyalty program: Viola & You
Yes, we do, right HERE
You are automatically enrolled in VIOLA & YOU when you shop on our webshop or when you shop in-store and provide your details to the sales assistant.
If you sign up for the newsletter, you earn an extra 100 points.
You earn points with every purchase, which you can then spend when you reach a certain number of points. In short, for every DKK 1000 you have spent, you earn a DKK 50 voucher. You can then use this voucher for your next purchase, and so on. If you have shopped with us before, you can get a complete overview of your points here: VIOLA & YOU or sign up by subscribing to our newsletter (you get 100 points for subscribing to the newsletter).
Yes, for every DKK 1000 you've spent, you earn a DKK 50 voucher. You can use your earned vouchers both online and in our store in Smallegade, Frederiksberg.
You can use one voucher per order and on full-price items.
