Frequently Asked Questions

  1. HOW DO I MAKE A PURCHASE?

Shopping at the Geysir Online Store is easy. Once you have found an item, select your size and use the ‘ADD TO SHOPPING BAG’ button. Review the items in your shopping bag by selecting the ‘SHOPPING BAG’. Click on ‘PROCEED TO PURCHASE’ to complete your order.

 

  1. DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

There is no need to set up an account to place an order. Simply add the item to the shopping cart and follow the payment instructions.

 

  1. WHICH SIZE SHOULD I CHOOSE?

All products are sold by an international sizing scheme used by our designer. To convert this to your usual size, simply view the ‘sizing chart’.

Should you need any support or if you have questions about sizing and fit, email sales@geysir.com for further advice.

 

  1. HOW DO I KNOW IF AN ITEM IS IN STOCK?

All items are in stock unless “Sold Out” is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order. Once you have completed your order you will receive a confirmation letter by email. When your item has been shipped you will receive an email with the parcels tracking number.

 

  1. WHAT PAYMENT METHODS DOES GEYSIR ACCEPT?

We accept Visa, Visa Electron, MasterCard, Maestro, American Express, Union Pay, JCB, Diners and Discover credit cards. Payment is debited from your card within 24 hours after you complete your order.

 

  1. IS IT SAFE FOR ME TO USE MY CREDIT CARD ONLINE AT GEYSIR WEBSHOP?

Your personal online security is important to us. Geysir website uses the latest SSL encryption technology to safely transmit your credit card information through our payment gateway.

Only during the approval of your payment are your credit card information temporarily stored in the Borgun safe systems. For additonal information about safety when shopping on our website, we refer the Borgun homepage. Borgun is certified in accordance with the ISO/IEC 27001 standard on information security management.

The certification entails the acknowledgement of the British Standards Institution that Borgun works according to internationally approved procedures for operational security and the handling of information. The certification ensures that Borgun operates according to strict requirements on information security, access management and the handling of data, and that work is performed in accordance with specific written procedures. The certification also ensures that Borgun is continuously working towards improving its information security.  The certification applies to the organization of information security for all of our services relating to debit and credit card transactions

Additionally, for your safety and protection, we receive confirmation that the billing address you provide matches the address on file with your credit card company.

 

  1. ARE MY CREDIT CARD DETAILS SAVED?

Geysir does not save your card details for security purposes.

Only during the payment process are your card details stored at Borgun secure website, and only until the authorization has been confirmed and payment completed. The information is then erased immediately.

You do not need to remove any card details from our website. This is why you need to re-enter your card details when you wish to make a new purchase.

 

  1. WHICH COUNTRIES DOES GEYSIR SHIP TO?

Geysir ships to destinations all over the world, however local import duties and additional charges may be payable in your home country. We kindly ask you to check the duties and taxes with your local authorities and to note that you are responsible for any import duties and taxes (where applicable) in your own country.

 

  1. DOES GEYSIR SHIP TO POST OFFICE BOXES OR FREIGHT FORWARDING ADDRESSES?

No, unfortunately Geysir is unable to send to post office boxes or forwarding addresses. The reason is because it does not support safe delivery of your new product.

 

  1. DOES GEYSIR SHIP TO MULTIPLE ADDRESSES?

You may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

 

  1. HOW MUCH DUTIES AND TAX WILL I HAVE TO PAY? 


By default, product prices exclude VAT in EUR. All products made in Iceland are excluded from any duties, VAT or additional charges before shipping out of the country.

In most parts of the world you will be required to pay VAT or sales tax in your home country. Please notice that you yourself have to gather information about import restrictions, customs and dues that may apply in your home country, as these vary between countries.

 

  1. IS THERE A GRATUITY CHARGE?

Geysir does not add any gratuity charge on your order. The price of the product is the final price, only shipping cost of your preference is added.

This will be clearly displayed on your order confirmation letter.

 

  1. I HAVE PLACED MY ORDER ONLINE, WHAT HAPPENS NEXT?

You will receive an email confirming your order. The order confirmation letter from Geysir is a valid verification of your order having successfully been placed and confirmed in our system.

Your order should ship within 36 hours from confirmation and, pending on the arrival destination, it should reach you in a matter of a few days. When your item has been shipped you will receive an email from us with the tracking number.

 

  1. HOW SOON WILL MY GEYSIR ORDER REACH ME?

Your order should ship within 36 hours from confirmation and, pending on the arrival destination, it should reach you in a matter of a few days. When your item has been shipped you will receive an email from us with the tracking nr. The time it takes for your product to reach you is connected to your shipping destination. The Geysir online store sends your item using the TVG Simzen Couriers. We offer Express delivery that usually takes 1-4 business days to reach the selected shipping destination. If you have any further questions regarding shipping please contact us through: sales@geysir.com

 

  1. CAN I KEEP TRACK OF MY ORDER?

Once your order has been shipped, you will receive an email from us confirming your shipping details with the tracking number.

Click here to track your order.

 

  1. WILL MY PACKET BE DELIVERED DOOR-TO-DOOR?

Priority Flight Mail may be delivered to your doorstep. As this differs from country to country, we suggest you familiarize yourself with the work process of the postal service in your home country.

 

  1. DO I NEED TO SIGN FOR MY PURCHASE?

Should your Priority Flight Mail be delivered to your door, you may need to sign upon delivery.

 

  1. WHAT PACKAGING WILL MY ORDER BE SHIPPED IN? 


We pride ourselves on the detailed yet sophisticated Geysir look and greeting for all our customers.

Geysir ships all its products in Geysir’s designer signature boxes.. All products are carefully packed and wrapped before leaving.

 

  1. IS MY PACKAGE INSURED?

All items are insured against theft and accidental damage whilst in transit to the shipping address.

Once your items have been delivered to the specified delivery address they are no longer covered by insurance.

If your box is damaged upon arrival, please inform us straight away at sales@geysir.com.

 

  1. CAN I ADD ITEMS TO AN EXISTING ORDER?

It is not possible to combine orders or add items to an existing order.

 

  1. HOW WILL I KNOW GEYSIR HAS RECEIVED MY ORDER AND WHEN WILL PAYMENT BE DEDUCTED? 


After you place your order you will receive an order confirmation letter via email. Your card will be debited at time of purchase. Your credit card will be charged within 24 hours from order confirmation.

In the unfortunate event that an item is out of stock your order will not be completed. You will be notified via email if the item is sold out.

 

  1. HOW DO I RETURN OR EXCHANGE AN ITEM?

 

RETURNING YOUR PURCHASE

It is our sincere wish that you are happy with your new Geysir product. Should you by any chance want to return your newly purchased item, we kindly ask that you contact our customer service by email: sales@geysir.com. You will need to give them your purchase order number, date of purchase and reason for wanting to return the product.

It is your decision to return the product and we ask you to select a courier that is able to deliver the item to us by air transport. Cost of returning is to be covered by the purchaser.

You will be notified by email once your return has been received and processed. Refund is only received if the item is in its original condition with labels and tags still attached.

 

EXCHANGING YOUR PURCHASE

There is no charge to exchange items for a different size, however all exchanges are based on stock availability. Shipping is to be paid for the replacement item. If you are outside the EU you will need to pay taxes and duties on this.

To exchange an item, contact our customer service by email: sales@geysir.com. From there we will guide you through the steps needed for the exchange. Please remember to specify the new size you require.

Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a refund and purchase the new item separately.

 

RECEIVING YOUR REFUND

Geysir is willing to permit refunds in certain circumstances, and pending on requirements. From the date of shipment from our warehouse, the purchaser will have 14 days to request a refund.

Your refund will be credited to the original purchaser’s credit card. In the unlikely event that your item is faulty we will also refund all shipping cost regarding the faulty item.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable. We recommend you contact your local customs bureau directly for accurate details as this may vary and not be available for all countries.

For additional information we ask you to gather information about customs and dues that may apply in your home country, as this varies between each country.

Please note that card refunds may take up to 5 business days to complete and the time can vary between card issuers. We suggest you contact your credit card company if you have further questions regarding credit card refunds.

 

GEYSIR REFUND POLICY

Items should be returned new, unused, and with the designer garment tags and labels still attached.

Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.

 

  1. WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

Your refund will be credited to the original purchaser’s credit card. Shipping costs will not be refunded. For any additional taxes or fees you may have paid in your home country upon receiving the product, we ask that you contact your local customs bureau directly as they may be refunded.

Please be aware that it can take up to 5 business days for the refund to appear in your account.

 

  1. WHAT ARE COOKIES? SHOULD I BE WORRIED ABOUT THEM?

A cookie is a piece of information that is stored on your computer’s hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and are therefore nothing to worry about.

Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items.

 

  1. REPAIR SERVICES

At the moment Geysir does not offer repair services. However, we want to do everything we can to help you maintain your new product in perfect condition. We therefore ask all enquiries about repair to be sent to us at sales@geysir.com and we will assist you.