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FAQs


// THE SNEAKERS //
 


1. Are your sneakers vegan?

We offer a wide range of vegan products. We are currently in the process of tagging all our vegan products on our website. But in fact all of our non leather products are vegan.


2. When I buy in store, how do I guarantee they are real ARKKs?
To make sure, the bottom of the outsole as well as the inside label of the sneakers should always have an "ARKK Copenhagen" trademark.


3. Where are your sneakers made?

The majority of our sneakers are made in Vietnam.


4. Are you sneakers waterproof?

We do offer wind- and waterproof sneakers. We have a selection of waterproof styles with our Hydrix Layr.

You will be able to find our waterproof sneakers here: wind- and waterproof sneakers

5. How often do you drop new sneakers?
It’s hard to say, because we are continuously working on new designs that will drop all the time. But for the most part, we will likely drop a collection each season of the year. To be sure, stay tuned on our Facebook, Instagram, Twitter or newsletter to be the first to know!

6. Where can I find more information about the materials and sole units?

Please find more informations about our materials here: Materials & sole units

 

// FIT & SIZES //


1. What size do I need?
In generel our shoes run small in size and it is not uncommon to go a size up. We do recommend you to use our size guide here
Styles like our Uniklass and Visuklass are more regular in size. Here you will mostly likely use your "normal" shoe size.
All other styles have the same length but can vary in fit depending on the different materials and uppers on the shoes.
 
2. Do you have bigger than size 46 for men?
Yes! You will be able to find all available styles in size 47 and above here: Find my size
 
3. Do you do bigger than size 41 in women shoes?
The largest size for women is currently 41 (in a few styles we also do size 42). But the measurements and fit on our shoes are actually the same regardless of choosing the men or women size.


4. What does the “M” and “W” in your product name mean? Example: “Raven S-E15 Sandstorm Nubuck - M”.
“M” stands for “Men” and “W” is for “Women” sizes.

5. When will my size be available?
We only have a limited amount of each style and sizes. But you can get notified by email if we get your size back on stock. If you select your size, click at the orange bar below, where you can enter your e-mail address. Then we will notify you by email once your size is back in stock.
However, we are constantly releasing new and improved styles for you to fall in love with.
Please be aware that the requested size might be available in both men or women sizes.

 

// SHIPPING //


1. How long is your shipping time?
It depends on when and where we are shipping product. As soon as you have placed your order, you will get an order confirmation. When your order is shipped you will also receive a shipping confirmation.
Generally, the delivery time is 1-3 business days for domestic delivery & 5-10 business days for international delivery. ARKK Copenhagen ships, if possible, on the same day, when you order before 12.00 CET.

 

2. Do you ship to the country I live in?
You will be able to find all countries that we ship to including shipping fees here: Shipping info
 
3. How can I track my delivery?

Once your order is dispatched from our warehouse, you will receive a shipping confirmation with all the information you need on how to track your order. Follow the link in your order confirmation to track your order.

 

4. The courier did not deliver my order?
If the courier is unable to deliver a package according to your chosen delivery option it will automatically be returned and will be refunded. Please contact our customer service if you are experiencing troubles with the delivery.

5. What is the latest date to order in time for Christmas?
Depending on where your shipping destination country is, order your gifts by the dates on this page to ensure they arrive by end of day December 24.
  • INTERNATIONAL: December 12 
  • EUROPE: December 18 
  • DENMARK: December 21 at 11.00 AM (CET)

// RETURNS //

1. Can I return my order?

Returns will be accepted for up to 14 days of customer’s receipt or tracking number on unworn items.

The returned product(s) must be in the original packaging, safety wrapped, undamaged and unworn. This means that the sneaker(s) must be safely packed in a carton box for protection during transport, possibly the same carton used to ship to you as a customer.

Please remember, as a customer you are responsible for the return until we have received and registered it. Make sure, always to save your delivery receipt with the tracking number. It may take up to 14 days for a return to arrive and be handled at our warehouse.


2. Do you offer free returns?
Currently we offer a pre paid return labels for selected countries. Following countries receive a pre paid return label with the order:
  • Denmark 

  • Sweden 

  • Germany 

  • Belgium

  • Netherland

 

3. You do not offer free returns to the country I live in. How do I return my order?
As we currently do not offer free returns from your location you will need to book the return of the order with a courier yourself. We highly recommend you to book a shipment with a provided tracking number in order for you to be able to trace the parcel as you are responsible for the return until we have received and registered it.
Remember to include the provided return form in the parcel you return.
All returns needs to be send to following address:


ARKK Copenhagen
C/O Prime Cargo A/S
Profilvej 4
6000 Kolding
Denmark

4. Will you let me know when you have received my return?
We do not notify you once we have received your return. We recommend that you always ship your return with a tracking number in order for you to trace your parcel.
You will be notified by email once we have refunded your return. Please be aware that the refund is made by "State Of North".
 
5. When will I receive my refund?
Your purchase will be refunded once we have received and handled your return at our warehouse. Our handling time upon arrival of the return is usually between 2-5 business days.
You will be notified by email once your return is handled and the refund is issued.
The transaction of the refund to your account is usually between 1-5 business days.
 
6. Can I exchange a size or product?
We do not exchange products or sizes. All returned items will be refunded once they've been received by our warehouse. If you need a different size or color of an item, then you will need to place a new order.


7. What is the returns policy for the Christmas holidays? 

As a service to our customers, items purchased online. from arkkcopenhagen.com or arkkcopenhagen.dk between November 10 and December 25, maybe be returned up until January 12th 2021.   

 

// ORDERS //

1. Can I change my order?

It is not possible to change any order details once the order is placed. Please make sure to check all details before you confirm the order. In exceptional cases, it might be possible to change order details before the order is dispatched. Please contact our customer service for further information.

 

2. How do I change or cancel my order?

Once the order has left our warehouse it is not possible to cancel it. If you have requested a cancellation after your order has been dispatched, you need to go through the return process in order to get a refund. If you need to cancel your order, please contact our customer service for further assistance.

 

3. What do I do if I haven’t received my order confirmation?

You should receive an order confirmation shortly after you have placed the order - sometimes it ends in the junk mail. If you did not receive any order confirmation, please contact our Customer service for further assistance.

 

4. I have received a damaged item, what should I do?

We want to solve any issues with damaged products as soon as possible. Please contact our customer service at support@arkkcopenhagen.com. Please include following:

  • A few photos of the products issue.
  • A description of the issue. 
  • Order number.
  • Name and email address of the order.

 

5. I have received the wrong item, what should I do?

Please contact our customer service at support@arkkcopenhagen.com. Please include following:

  • A photo of the product you have received.
  • Order number.
  • Name and email address of the order.

 

6. I’m missing an item from my order, what should I do?

Please be aware that we will notify you by email if a product for any reason is not in stock.

If you have not received an email from us please contact our customer support at support@arkkcopenhagen.com


// MATERIALS & MAINTENANCE //


1. How can I clean my shoes? Would you recommend putting them in the washing machine?

We would not recommend you to put ARKK Copenhagen sneakers (or any other sneakers) in the washing machine, as this can damage the materials and shape of the shoe. Instead, use a shoe cleaner product to clean them and make sure to follow the specific instructions for cleaning specific materials such as suede, Nubuck leather etc if applicable. We would also highly recommend protecting your shoes from day one with a protection spray.

You will be able to find our sneaker care products here: sneaker care

 

2. Where can I find more information about the materials and sole units?

Please find more informations about our materials here: Materials & sole units

 

3. Are you sneakers waterproof?

We do offer wind- and waterproof sneakers. We have a selection of waterproof styles with our Hydrix Layr.

You will be able to find our waterproof sneakers here: wind- and waterproof sneakers

 

2. What does S-E15 stand for?
The S-E15 is the initial and first outsole of ARKK Copenhagen. The STABLE part of the name refers to the subtle lines and steep sidewalls that create a firm support for the wearer. S-E15 was officially introduced to market in the third quarter of 2015.

All style names will include the abbreviated name of this STABLE-E15 outsole. For example: Raven S-E15 is short for Raven STABLE-E15, stating that this style is made with on the STABLE-E15 outsole.


3. What is FutureGrid?
FutureGrid is ARKKs very own nylon woven elastic and breathable upper material. It sits tight around the foot while still supplying stability and flexible movement. FutureGrid is woven on a machine making each piece custom to each sneaker, resulting in less waste created.

All style names will also include the abbreviated name of the FutureGrid compound, should there be the material in the sneaker’s construction. For example: Raven FG S-E15 is short for Raven FutureGrid STABLE-E15, stating that this style is made with FutureGrid on the upper and STABLE-E15 outsole.


// PARTNERSHIPS //


1. I am an owner of a store / distribution centre / buyer / sales agent, how do we get in contact about selling ARKK Copenhagen?
First of all, thank you for your interest in working with ARKK Copenhagen. For inquiries regarding retail partnerships, please contact our Sales Manager, Henrik Munk at hm@arkkcopenhagen.com and he will get back to you if relevant.

2. I am an Instagrammer / Bloggers / Influencer and have X number of followers on social media, will you sponsor me?
We are currently receiving a high number of requests for collaboration with ARKK Copenhagen. If you are interested in a potential sponsorship and have a genuine interest / following in sneakers, fashion or photography, please feel free to send an email to collaborations@arkkcopenhagen.com. Only relevant profiles will be contacted.

Please do not hesitate to contact us at

support@arkkcopenhagen.com

for any further questions

 

 

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