Delivery

When will my order ship?

All orders placed Monday-Friday before 12pm WIB will ship the same business day. For Instant Delivery, orders placed Monday-Friday before 3pm will ship the same business day. All orders placed after the cut off time will ship the following business day. For consumer protection, all orders are subject for review. On occasion, this may cause a slight delay in processing your order. Your patience is greatly appreciated.

How do I track my order?

To lookup the status of your order, click here!
Or log in to your Flying Tiger Copenhagen account.
Under your Account Dashboard, you will find all of your recent orders.
Click the "View Order" link to the right of the order you wish to track.

How do I correct or change my shipping address after making an order?

To ensure a smooth delivery process, it's essential that your shipping details are accurate at the time of placing your order. Unfortunately, once an order has been shipped, we are unable to change the delivery address. If you need to update your address and your order has not yet shipped, please contact our customer service as soon as possible. We will do our best to accommodate your request, but please be aware that changes cannot be guaranteed once the fulfillment process has begun.
If you need any assistance or have questions about your order, please know that our customer service is always at your service to provide support.

Returns & Refunds

How to return a product for a refund or exchange?

Sorry, but we do not offer returns or exchanges for any purchases. All sales are final. Please make sure to review your order carefully before completing your purchase.

For more detailed information, please refer to our customer service.

What should I do if my order is wrong, damaged, or incomplete?

Demaged in Transit
If your product arrives damaged, we sincerely apologise for the inconvenience. Please get in touch with our customer service immediately. To help us expedite your request, include images of the damaged goods when you contact us. This enables us to better assess the damage and swiftly take steps to help you.

Defective Product Concerns
Encountered a defect with your product? We're here to rectify that. Reach out to our customer service with the batch number and visual evidence (photos or video) of the defect. The batch number is usually found on the product or its packaging, near the barcode. This detail is essential for us to address and resolve the issue effectively.

Items Missing from Order
If your order is incomplete, we want to resolve this oversight promptly. Please inform our customer service about the missing item(s), providing a detailed account of the parcel's condition upon arrival and a photograph of the received package. This information is crucial for us to understand the discrepancy and correct it.

Incorrect Product Received
Should you receive an item different from what you ordered, we aim to correct this mistake immediately. Contact our customer service with a photo of the incorrect product and a description of what you originally ordered. We will guide you through the necessary steps to resolve this issue.
Unfortunately, it is not possible to exchange items directly, however, we will work diligently to find a suitable solution to ensure your satisfaction.

Incorrect Parcel Received
Our apologies for any mix-up leading to you receiving an incorrect parcel. Kindly inform our customer service about this mistake and include a photo of the products you have received. We'll offer guidance on how to send back the wrongly delivered items and take swift action to resolve the matter.

My order

Why was my order or part of it canceled?

Occasionally, we may need to cancel an order due to various reasons, including:

• Stock Availability: Due to product availability, your order or parts of it may be cancelled if items sell out.
• Delivery Address: If there's a problem with your delivery address that we cannot resolve.
• Technical: Various unexpected technical/system errors.
• Payment: In cases where payment cannot be processed due to insufficient funds.

Upon cancellation, you should receive an email detailing the reason for the cancellation. If you require further information or assistance, please do not hesitate to contact our customer service.

If your order, or part of it, is cancelled, the amount will be refunded for the order or cancelled products.

What is the status of my order?

After you've placed your order, our warehouse team will begin processing it promptly. As soon as it's dispatched, you'll receive a shipping confirmation email.

To track your parcel, please refer to the tracking information included in the confirmation email. It's important to note that the tracking link will only become active once the parcel has entered your country. If you haven't received the shipping confirmation, it's a good idea to check your spam filter just in case.

At Flying Tiger Copenhagen, we're committed to timely deliveries. However, we recognise that sometimes delays can happen due to factors beyond our and our couriers' control, like extreme weather or technical issues. We appreciate your patience and understanding in these situations.

For more details on your delivery, please click here.

Is it possible for me to cancel or change my order?

Once an order is submitted, we are unable to make cancellations or changes. Our system is designed to process your order quickly and efficiently, directly sending it to our warehouse for immediate fulfillment. This means we cannot modify or cancel an order once it's been placed.

If you decide you do not want the order after it has been shipped, you have the option to either not pick it up from the parcel shop or refuse delivery. Upon the order's return to us, we can then proceed with a refund. Alternatively, you can reach out to our customer service for assistance after rejecting the delivery or once the parcel's collection period has lapsed.

Should you wish to return a portion of your order, please note that returns are accepted within 14 days from the date of delivery.

I haven't gotten my order confirmation, shipping details, or invoice via email

After placing your order successfully, you should expect to receive an order confirmation email. Following this, once your order is dispatched from our warehouse/stores, we'll send you the shipping confirmation.

If you require an invoice, simply get in touch with our customer service, and they will be delighted to send it to you via email.

It's worth checking your junk or spam folders since our emails sometimes end up there. Additionally, ensure you're checking the correct email account, especially if you might have used a different one to place the order. If you're still unable to locate the emails, please reach out to our customer service.

My order details are incorrect

Once your order receives confirmation status, it triggers an automated process within our logistics system, designed for efficiency and speed, to ensure that your items are prepared and dispatched without delay. As a result of this rapid processing, we regret to inform you that we are unable to accommodate modifications to your order. This encompasses changes to delivery methods, updates to the delivery address or contact phone number, and alterations to the selected payment method.

For concerns such as an incorrect email address or mistakenly choosing the wrong country during the order process, we encourage you to reach out to our customer service.

Stores

Can I find out if a product is available at a Flying Tiger Copenhagen store near me?

Currently, we are unable to provide real-time information on product availability in our stores. If you're unable to locate a product on our webshop, we encourage you to visit your nearest Flying Tiger Copenhagen store. Our stores often have a wide range of products available, and there's a good chance you might find the item you're looking for in stock there.

To find your closest store and plan your visit, please use our store locator here. Our friendly store teams are always happy to assist you in finding the products you love or suggest suitable alternatives that capture the essence of Flying Tiger Copenhagen.

Product & Stock

Where can I find detailed product information and instructions?

To ensure you have a comprehensive understanding and optimal experience with our products, we've made accessing detailed information, including safety warnings, ingredients, and nutritional facts for food items, straightforward. Here’s how you can find everything you need:

Product Details Section: On each product page on our website, the 'Product Details' section on the right side is your primary source for essential product insights. This includes safety warnings and, for our food products, detailed ingredients lists and nutritional information, ensuring you have all the specifics at your fingertips.

Instructions: We are committed to enhancing your experience with our products by providing easy-to-follow instructions for items that require assembly or specific usage steps. Instructions for popular products can be found here:
The DIY advent calendar
Virtual Reality (VR)  instructions
LED Fan software (SKU: 3015343)

What should I do if the product I'm interested in is sold out online?

Limited Edition Products and Online Restocks Many of our products are released as limited edition. This means that once they sell out on our web shop, they generally aren't restocked. Despite this, we ensure our online selection remains vibrant and diverse by introducing new products every week. This continuous influx of new items offers you a fresh and exciting range to explore regularly.

Finding Sold-Out Products In-Store If an item you're interested in has sold out online, there's still a possibility it may be available at one of our physical Flying Tiger Copenhagen locations. Our stores sometimes carry different stock than what's available online, potentially including the item you're searching for. To find your nearest Flying Tiger Copenhagen store and check product availability, please use our store locator. This tool is designed to help you locate the closest store efficiently.

Notification for Online Restocks For some items that are expected to be re-stocked online, look for the 'Notify Me' button on the product page. By clicking it, you can sign up to be notified via email as soon as the product is back in stock. This feature ensures you're among the first to know when a sold-out product becomes available again.

Varied Product Range Between Online and Physical Stores Please be aware that our product assortment may differ from our online store to our physical locations. If you're unable to find a specific product online, visiting one of our stores might provide you with additional options or the chance to discover similar items.

We value your interest in Flying Tiger Copenhagen and are committed to helping you find the products you love, whether through our online platform or in one of our many stores.

Do your products undergo safety testing?

Click here to learn more.

What steps do you take to prioritize CSR?

Click here to learn more.

Payment

What options do I have for payment, including using a gift card, the types of accepted payments, and the currencies allowed?

At Flying Tiger Copenhagen, we want to ensure a seamless and secure shopping experience for all our customers. Please note the following important points regarding our online payment options:

Accepted Payment Methods: For your convenience, our website accepts a variety of payment methods, including Bank Transfer/Virtual Account, Credit/Debit Card, QRIS, and Pay Later. We aim to offer flexible payment options to suit all our customers' needs. Please be aware that payment by invoice is not available at this time.

Security Measures: The security of your transactions is our top priority. All credit and debit card holders are subject to comprehensive validation and authorization by both Flying Tiger Copenhagen and the card issuer. To enhance the security of online payments, you may be prompted to complete 3D secure verification steps, depending on your bank card issuer. This could involve entering a password or receiving a security code through email or phone.

Currency Options: Whenever possible, we process payments in Indonesia currency (Rupiah) currency to facilitate a smooth and straightforward shopping experience. In such cases, the conversion will be handled by your financial institution, ensuring transparency and convenience.

Gift Cards: Unfortunately, it is not possible to purchase or redeem gift cards online.

What to do if my payment is declined?

If you encounter a payment decline during your order process, please follow these steps to address the issue:1. Re-Place Your Order: After a payment decline, the immediate step is to submit your order again. This is essential for proceeding with your intended purchase once you have addressed any contributing factors to the initial decline.

2. Conduct Essential Verifications: To minimise the chances of another decline, we recommend the following checks:

•Verify Card Details: Double-check that your card details, including the expiry date and billing address, are accurate and reflect your current information.

•Security Code Entry: Ensure the security code, usually a three-digit number found on the back of your card, is entered correctly.

•Consult Your Card Issuer: In some cases, the decline may originate from your card issuer. We advise contacting them directly or reaching out to your bank for detailed insights.

•Consider Another Payment Method: If you have verified all details and still face issues, opting for an alternative payment method may be beneficial.

Immediate Assistance: Encountering error messages necessitates prompt action. Please contact our customer service, providing detailed information about the issue, including any specific error messages. Our team is dedicated to offering swift assistance, aiming to resolve your concerns as quickly as possible.

Technical

What should I do if I'm experiencing issues with my shopping basket on the website?

If you're encountering issues with your shopping basket on our website, please consider the following steps and information to assist you:

Check Stock Availability: Only items currently in stock can be added to your basket. If the quantity you wish to add exceeds our available stock, you might encounter difficulties. Try reducing the number of items to see if that resolves the issue.

Refresh Your Page: Occasionally, a quick refresh can fix minor glitches affecting the basket's functionality.

Clear Browser Cache and Cookies: Outdated cache and cookies can sometimes cause website issues. Clearing them may help resolve the basket problems.

Use a Different Browser or Device: Some issues may be specific to the browser or device. Switching might bypass the problem.

Disable Browser Extensions: Extensions, particularly ad blockers, can interfere with website operations. Disabling them temporarily can identify if they're the cause.

Update Your Browser: Ensure you're using the latest version of your browser to avoid compatibility issues.

No Basket Reservation: Please be aware that adding an item to your basket does not reserve it. Items could sell out if there's a delay in completing your order. If you're unable to finish your order in time and the items sell out, our customer service can assist by sending a basket recovery email.

Contact Customer Service: If the problem persists after trying the above steps, please reach out to us. Provide details of the issue, any error messages, and the troubleshooting steps you've already attempted.

How do I handle account and login issues on the webshop?

Placing an order on our webshop is straightforward – you have the option to do so as a guest. However, for a more enriched experience, we recommend creating a user account. An account allows you to easily revisit your order details and view your order history.

Updating Your Address: To update the address or other personal information on your account, please follow these steps:

1.Log into your account.
2. Navigate to the “Account details” section.
3. Click “View addresses,” where you can either add a new address or edit an existing one.

Please remember, orders already placed will be sent to the address provided at the time of purchase. It's not possible to change the email address associated with your account.

Resetting Your Password: If you've forgotten your password, simply reset it by following this link. Enter your email address, and you'll receive an email with instructions to create a new password.

Closing Your Account: Should you decide to close your account, please get in touch with our customer service, who will assist you with the process.

Troubleshooting Sign-In Issues: If you're encountering difficulties signing into your account:

•Ensure you're using the same email address and password as when you registered.
•Verify that Caps Lock is not accidentally enabled.
•If you've forgotten your password, you can reset it here.

Should these steps not resolve your sign-in issues, please contact us. Provide as much detail as possible, including any error messages and screenshots, along with the steps you've already attempted to resolve the problem.

How can I unsubscribe from your newsletter?

If you wish to unsubscribe from our newsletter. We aim to make this process as straightforward as possible for you, ensuring that you have control over the communications you receive from us. To unsubscribe from our newsletter, please follow these simple steps:

Find the Unsubscribe Link: Scroll to the bottom of any newsletter email you've received from us. You will find an "Unsubscribe" link. This link is included in every newsletter we send out, in compliance with email communication standards.

Click the Unsubscribe Link: Once you locate the link, click on it. You will be directed to a page confirming your wish to unsubscribe.

Confirm Your Unsubscription: On the confirmation page, you may be asked to confirm your decision to unsubscribe. This is a standard practice to prevent accidental unsubscriptions. Once you confirm, you will be removed from the mailing list.

Should you continue to receive our newsletters even after unsubscribing, kindly reach out to our customer service. Share with them the specifics of your concern, and they will swiftly take action to resolve it.

What should I do if I'm having trouble placing an order on the website?

If you're experiencing difficulties with placing an order, please consider the following steps to resolve the issue:

Check Product Availability: Ensure that all items in your cart are available for purchase in your country.

Review Payment Methods: If the issue seems to be payment-related, it might be due to your bank not authorizing the transaction. We suggest trying an alternative payment method. Our webshop supports various payment options for your convenience, including VISA, Mastercard, Virtual Account and QRIS.

Contact Customer Service: If after following the above steps, you still encounter issues with placing your order, please reach out to our customer service and provide them with as much detail as possible, including any error messages and screenshots, along with the steps you've already attempted to resolve the problem.