FAQ

Find the most frequently asked questions and get answers here.
If you have a question that you can't find an answer to, you are always welcome to contact customer service.

My order

I have not received an order confirmation email?
If you have not received an email confirming receipt of your order, it is a good idea to check if it has ended up in your junk mail folder.
If this is not the case, you are welcome to contact customer service.

Your order is not binding until you receive an email confirming that we have received your order.

Where is my order?
You will receive an email when your order has been dispatched from our warehouse. In this you will find the shipping details and carrier information to track your order. If the expected delivery date has passed, please feel free to contact our customer service.

Ordering and payment

What payment methods do you accept?
We accept Dankort, Mastercard, Maestro, Visa card and VISA Electron.

Are there any fees for payment?
There are no fees for payment at www.cane-line.net.

Delivery and delivery times

What are your delivery costs?
For purchases over €900, delivery is free.
For purchases below €900, the shipping cost is €60.
There is a surcharge for delivery to islands without a bridge link to the mainland.

What are your delivery times?
Cane-line aim to deliver the ordered products within 7-8 working days. If the product is not in stock, you will be informed of the expected delivery time.

What does your delivery service involve?
Delivery is made through an external forwarder to kerbside at the delivery address.

What happens if my order is delayed?
In the unfortunate event that your order is delayed, we will do our best to inform you in time. You will receive an email with the updated delivery date.

Right of cancellation and return

Can I change my order?
If you wish to change your order, please contact us as soon as possible and include your order number.

What is your right of cancellation?
You have a 14-day right of cancellation/return. The period expires 14 days after receipt of the goods.

How do I notify that I want to cancel/return my purchase?
You must notify us within 14 days of receipt via our standard Cancellation form. We will then get back to you with the next steps.

How do I return an item?
Return your order within 14 days of notification of cancellation.
Use the return slip that you received by email. You are responsible for proper packaging and the risk of the item from the time of delivery. Cane-line can assist with the booking and collection of returned goods, which will result in a deduction from the refunded amount.

Where should I send the returned goods?
Cane-line A/S, Rynkebyvej 245, 5350 Rynkeby, Denmark

Complaints and warranties

What do I do if there is something wrong with the product?
If you have received the wrong products or your products were damaged during transportation, please contact Cane-line as soon as possible.

How do I complain about a product?
You must make a complaint within a "reasonable time" after you have discovered the defect. We recommend making a complaint as soon as possible and within 2 months after the defect was discovered. Use our complaint form.

What guarantee do you offer?
When you shop online at Cane-line, you have a general 24-month warranty.

Can I get an extra warranty on my products?
Yes, you can get an extra year of warranty by registering your products.

Product information

How do I maintain my Cane-line products?
See our maintenance guides for information on how to maintain your products.
To extend the lifetime of the products, we recommend using covers for certain outdoor furnitures.

Can I see and try the products before purchase?
Yes, you can see our products in our showroom or visit a Cane-line retailer.

Do you have a catalogue?
Yes, Cane-line has an online catalogue.

I have more questions about a product.
On our product pages, you can find information about size, material, maintenance, etc. If you need more information, please contact us.