Complaint

At ARKK Copenhagen, we stand behind the quality of our products. If you've experienced an issue with your purchase, we're here to help. Below you'll find everything you need to know about our complaints process.

How to File a Complaint

If your product has a defect or fault that is not caused by normal wear and tear, you can file a complaint with us. Please follow these steps:

  1. Contact our customer service and include your order number and a clear description of the issue.
  2. Attach photos clearly documenting the defect — close-up images from multiple angles work best.
  3. Our team will review your case and get back to you within 1–2 business days.
  4. If your complaint is approved, we will guide you on next steps — which may include returning the product or an alternative resolution.
Important: Do not return the product before your complaint has been approved by our customer service team. Unauthorised returns will be treated as a regular return and may affect your eligibility for a complaint resolution.
File a complaint →

What We Need From You

To process your complaint as quickly as possible, please have the following ready when you contact us:

Order number
Found in your order confirmation email
Photos of the defect
Clear, close-up images from multiple angles showing the issue
Description
When the issue appeared and how it occurred
Proof of purchase
Order confirmation email or receipt
The more detail you provide upfront, the faster we can assess and resolve your case. Our team will advise you individually on whether the product should be set aside during the process.

Possible Outcomes

If your complaint is approved, we will offer one of the following resolutions depending on the nature of the defect and stock availability:

Option 1
Replacement
A new pair sent to you, subject to availability
Option 2
Refund
Full or partial refund to your original payment method
Option 3
Discount code
A discount code as compensation, if agreed upon

The resolution offered will be assessed on a case-by-case basis by our customer service team.

Warranty & What Is Covered

Warranty period
2 years from date of purchase, in accordance with applicable law
Proof of purchase
Required — order confirmation email or receipt

What is covered

  • Manufacturing defects (e.g. faulty stitching, sole separation, structural issues)
  • Material defects that are not the result of use
  • Defects that appear under normal use conditions

What is not covered

  • Normal wear and tear (e.g. sole wear, colour fading from use)
  • Damage caused by misuse, improper care, or accidents
  • Damage from exposure to extreme conditions (e.g. heavy rain, chemicals)
  • Products that have been altered or repaired by a third party
If you are unsure whether your issue qualifies, don't hesitate to reach out — we're happy to assess your case.

Purchased From Another Retailer?

If your ARKK Copenhagen sneakers were purchased through a third-party retailer — online or in store — we are unfortunately unable to process the complaint directly.

Please contact the retailer where you made the purchase, as their complaint policy and consumer rights responsibilities apply. We recommend reaching out to them with your receipt and a description of the issue.

If you're unsure who to contact or need guidance, feel free to reach out to us and we'll do our best to point you in the right direction.

Questions? We're Here to Help

If you have any questions about your complaint or aren't sure whether your issue qualifies — don't hesitate to reach out. We're ready to assist.

File a complaint or ask about an existing case

Contact customer service →

Information about returns and exchanges

Return policy →