Delivery

What is the estimated time of delivery?

Our delivery time is 5-8 business days unless otherwise stated.

Which countries do you deliver to and what are the costs of shipping? 

Your order is dispatched with GLS Home and the package will be delivered to your home address.

Please note that if you wish to return your order, Frederik Bagger does not cover return freight and customs costs to Denmark.

We deliver to the following countries in the EU:

Austria 12,00 €
Belgium10,00 €
Czech Republic 14,00 €
Estonia 27,00 €
Finland 11,00 €
France 13,00 €
Faroe Islands 34,00 €
Greece 31,00 €
Greenland 27,00 €
Hungary 23,00 €
Ireland 18,00 €
Italy 14,00 €
Latvia 15,00 €
Lithuania 15,00 €
Luxembourg 11,0€
Netherlands 10,00 €
Poland 14,00 €
Portugal 15,00 €
Spain 15,0 €
Sweden 9,00 €

Which payment methods can I use?

At checkout, you select your preferred payment method. When you pay, you also approve that the amount will be reserved on your card.
The reserved amount will be deducted once your package is dispatched and you have received an order confirmation and receipt.
We offer the following payment methods:

Mobile payment:
Applepay.

Payment and credit cards:
Mastercard, Amex

I have not received an order confirmation

You will receive an order confirmation by email within a few minutes after you have completed the purchase. If you do not receive an email from us, it is most likely due to an incorrect email address. Please contact customer service so we can update it.

Where is my order?

Once our warehouse has packed your order, you will automatically receive a link with your tracking number by email.
It can take up to 12 hours from the time your order is packed until you can track it.

When your order is delivered to the parcel shop or to your home address, you will automatically receive a notification.
If you do not receive tracking information as expected, you must contact customer service so that we can help you.

Why haven’t I received my entire order?

If you have not received your entire order, it may be because the shipment has been split into two.

Glass is heavy and to ensure it does not break or get damaged in transport, it is sometimes necessary to send the order in more than one package.

We first ask you to check whether you have received two tracking numbers by mail. If this is not the case, please contact customer service.

How do I return a product?

Wrong color or size? No problem.
You always have a 30-day right of return at Frederik Bagger. Christmas presents can be returned until 15 January.

The products must be unused, in their original packaging, and must have been purchased via our webshop. If the product was purchased from one of our retailers, you must contact that retailer directly and follow their return policy.

Frederik Bagger does not cover return freight or any additional customs expenses to Denmark.

If you wish to return your order, you must pay for the return shipping through the parcel shop you use.

Follow our return guide:

1. Pack the products securely in their original packaging.
2. Attach delivery noteor order number.
3. Specify the reason for the return – this will speed up the return process.
4. Drop off the package at your nearest parcel shop.
   

Return address:
DSV Solutions A/S
Att.Frederik BaggerAps
Hedelandsvej 28A 16/17
Denmark

Remember to keep your receipt for returning the products. Frederik Bagger does not have the ability to track your return shipment when we are not the sender.

How do I get a return label?

Frederik Bagger does not cover return freight or any additional customs expenses to Denmark.
If you wish to return your order, you must pay for the return shipping through the parcel shop you use.

Return address:
DSV Solutions A/S
Att.Frederik BaggerAps
Hedelandsvej 28A 16/17
Denmark

I’ve changed my mind about my order

If you wish to cancel your order, we ask you to contact customer service immediately.
If our warehouse has already packed your order, it is not possible to cancel it, and we ask you to follow our return procedure instead.

How do I exchange my product?

Unfortunately, our external warehouse does not have the option to exchange products.

Therefore, we ask you to send the item back to us so we can refund the amount to the payment card on which the order was made.
For more information, see the section on returns and refunds.

You then make a new purchase on our website with your desired product.

When will I receive my refund?

If you have returned an order, it will be registered in our warehouse once the package has been received. You will then receive an email stating that the refund will be processed.

The money will be automatically refunded to the payment card on which the order was originally placed. We are unable to transfer the amount to other payment cards, e.g. in connection with gift purchases.

You will receive your refund within 1-9 business days, depending on which bank you have. Longer processing times may occur during high seasons.

When do I have the right to file a complaint?

If you experience problems or defects in your products, you must always contact customer service in writing.
Based on the image material you provide us, we assess whether it is a production error, transport error, or accidental damage.

You have a 2-year right of complaint from the date of purchase.
As a general rule, we replace approved complaints with an equivalent product. You only have to return damaged or defective products if requested by customer service.

Frederik Bagger offers a 2-year breakage porcelain warranty. Frederik Bagger does not offer a breakage warranty on glass products. Normal wear and tear and accidents do not fall under the right to file a complaint.

Note! If the product was purchased from one of our retailers, you must contact the retailer directly.

If you are in doubt as to whether it is a complaint or not, you are always welcome to write to us so that we can assess the matter.

How do I file a complaint?

Follow the steps below and we will help you as quickly as possible:
Note! If the product was purchased from one of our retailers, you must contact the retailer directly.

Send an email to: info-eu@frederikbagger.com

Order information:
Provide the order number for your purchase. This also applies if you have received the product as a gift.

Attach images:
Attach proper images or videos of the product and the damages – preferably taken in daylight from more than one angle.
It can be difficult to photograph glass so you can help us additionally by marking or explaining where the product defect or damage is.

If it concerns more than one product, you must send images of each product.

What kind of defect is it or how did the damage occur?
State the type of glass and color it concerns.

I received a damaged product - What do I do?

If your products were damaged during transport, Frederik Bagger covers the damage and replaces the product.
Follow the instructions for complaints and remember to send photos - preferably of both product and packaging, as we need to document any transport damage to our business partners.

What is the FB glass plague warranty?

If your glasses have been exposed to glass plague, we offer a 10-year glass plague warranty.

Should your glasses unexpectedly develop glass plague, you are entitled to exchange your product for an equivalent one. Therefore, we recommend to keep your receipt so you can document your warranty. Look out for the glass plague warranty icon in the product description.

Be aware that hot milk products can cause buildup and a coating that looks confusingly like glass plague.

We recommend that you start by cleaning your glasses in citric acid or vinegar before contacting our customer service.
See more under "Good advice and recommendations - Cleaning cloudy glass".

If this does not solve the problem, you must file a complaint so that we can assess whether it is a case of glass plague.

What is glass plague?

Glass plague adds a milky white coating to the glass, giving it a cloudly look and surface.
Glass plague arises from microscopic glass particles that are scraped off the glass when in the dishwasher that sticks to other glasses.

High temperatures combined with soap will cause a higher risk of glass plague. Therefore, we recommend that our glasses are washed at max. 55°C (glass program if available) and preferably with only a half dishwasher tablet. It is good for both the glasses and the environment.

Why do Frederik Bagger glasses rarely get glass plague?

Frederik Bagger uses the lead-free glass mass called Crystalline.
The glass mass is more resistant to glass plague and, as a bonus, can go in the dishwashers and withstand both hot and cold temperatures.

How to prevent glass plague

All our crystal glasses withstand up to 180°C, which means you can use them for serving hot drinks without the glass breaking.

Glass plague arises from microscopic glass particles that are scraped off the glass when in the dishwasher that sticks to other glasses.
High temperatures combined with soap give a greater risk of glass plague.

Therefore, we recommend that our glasses be washed at max. 55°C (glass program if available) and preferably with only a half dishwasher tablet. It is good for both the glasses and the environment.

Does Frederik Bagger offer a breakage warranty?

Frederik Bagger offers a 2-year breakage warranty on porcelain for normal use.
Frederik Bagger does not offer a breakage warranty on glass products. Normal wear and tear and accidents do not fall under the right to file a complaint. 
We cover manufacturing defects and products damaged due to shipping.

If your products were intact and undamaged upon receipt, and chips or breaks at a later stage, it is rarely due to a manufacturing defect and will most likely not be covered.

If you are in doubt as to whether it is a complaint or not, you are always welcome to write to us so that we can assess the matter.

How to extend the life of your glasses

• Frederik Bagger glass can withstand temperatures down to -25°C and up to 180°C. This means the glasses can be placed in the dishwasher. We recommend that you use the glass program or temperatures below 55°C as this reduces the risk of glass plague.
  
  
• When washing dishes by hand, we recommend that you use a soft dishwashing brush.
  
  
• Avoid rough sponges or sharp objects as this may cause scratches.
  
  
• Avoid loading the glasses in the dishwasher too tightly or close together as this will increase the risk of breakage.
  
  
• Milk foam should be rinsed off shortly after use to avoid cloudiness of the glass.
  
  
• If you want to stack your glasses, you should place the bottom glass mouth down, and the following glass upside down. That is bottom to bottom. However, be aware that the entire weight will be on the thinnest part of the glass.
  
  
• Our porcelain can of course be stacked, but if you want to take extra care of it, you can put a napkin or paper towel between the layers.

Cleaning cloudy/discolored products

If your glasses have become cloudy, it is rarely a case of glass plague. It can be due to a high calcium content in the water or milk residues. If you use the glass for hot drinks with milk, it is important to rinse them in clean water after use, as the hot milk can form a milky white buildup.

Do the following to restore the glass’ clarity:

• Dissolve 1 tsp. of citric acid in hot water in the glass.
• Leave it overnight.
• Wash the glass
• Wipe it with a soft cloth both outside and inside.

If it is colored glasses, be careful to avoid scrubbing them, as this can cause scratches.

Are the glasses dishwasher-safe?

All Frederik Bagger glass can withstand temperatures down to -25°C and up to 180°C. This means the glasses can be placed in a dishwasher. We recommend that you use the glass program or temperatures below 55°C as this reduces the risk of glass plague/discoloration.

Can I place my glasses in the freezer?

Yes. The glasses can withstand temperatures down to -25°C, so you can prepare and place your dessert directly in the freezer.
The same applies to our "Shine" steel series.

Can I serve hot drinks in my glasses?

Yes, the glasses can withstand temperatures up to 180°C, so you can enjoy and serve hot drinks in your crystal glasses.
The same applies to our "Shine" steel series.

Due to the design, some glasses will be more suitable than others.

How is Frederik Bagger glass produced?

At Frederik Bagger, we work with some of the world's best glass factories. All our glasses are produced in the Czech Republic and Slovakia.
The factories are carefully selected so that we never have to compromise on the quality of our products.
At Frederik Bagger, we have a wide glass range consisting of both mouth- and machine-blown products. All our glasses in the Crispy series are diamond cut with our well-known monogram.

Color-stained glass is given a thin layer of color, after which it goes through a procedure that ensures that the color adheres to the glass.

Mouth- and machine-blown products have a more unique design than molded glasses. This means that there may be minor differences in thickness or small bubbles in the glass mass – we think that's just part of the charm!

The products are approved for food use by the FDA (U.S. Food and Drug Administration)

What type of glass mass do you use?

In the traditional production of crystal glass, lead is added to the glass mass, which adds the classic and desired clarity of the glass.
The problem with lead is that it contaminates the groundwater and the soil. Ingestion of large amounts of lead, through food and drinking water, has documented harmful effects on the body.
That's why Frederik Bagger works with 100% lead-free glass mass, Crystalline.

Crystalline is not just a glass mass without harmful additives that maintains the iconic beautiful clarity but enjoys other advantages such as:

- Dishwasher safe

- Durable and flexible raw material

- Withstands temperatures down to -25°C up to 180°C.

- Resistant to glass plague/discoloration

Where are your products produced?

Our crystal glass and porcelain are produced in some of the world's best factories in the Czech Republic and Slovakia. Both countries are known for their high quality and many years of expertise in the field.

This allows close collaboration with our production and saves the environment on long transportation.

Only a few products are produced in China.

How do you take care of the environment?

• Our glass production is 100% lead-free
• We reuse the water in our production.
• Our boxes are made from recycled paper and cardboard.
• We securely pack our shipments with recycled paper.
• The majority of our production takes place in Europe

Reduce – Reuse – Recycle

We place focus on our packaging, and even though our boxes are primarily made from recyclable materials, we believe that we can do even better. We want to minimize our footprint on the environment.
Our mission for our packaging can be boiled down to the "three R's": Reduce - Reuse - Recycle

Reduce:
It is our mission to reduce our CO2 footprint in connection with transport and material consumption.

Reuse:
Through design measures, we will increase the reuse and repurposing of the packaging.

Recycle:
We want to make it easier for you, as a consumer, to correctly sort and recycle the packaging when you want to get rid of it.

If you are interested in our products, you are welcome to contact our sales team at: salg@frederikbagger.dk
If you are already a customer with us, you can contact one of our salespeople directly:

Sweden and Faroe Islands
Account Manager:
Anne Engelbrecht Bjerring :
Email: anne@frederikbagger.dk
Telephone:  +45 53 55 60 55 

Norway, Iceland and the rest of Europe
Account Manager:
Mikkel Lyng Kristensen:
Email: mk@frederikbagger.dk
Telephone:  +45 24 23 62 20

Head of Retail Sales
Charlotte Fly Andersen
Email: cfa@frederikbagger.dk
Telephone: +45 31 49 21 42

In our Concept Store in Copenhagen, you have the opportunity to visit our design universe and get a feel for the the products before making a decision.

We are always ready to guide you and happy to beautifully pack and gift wrap the products if intended for a special someone.
The prices in the store match the prices on our website.

Opening hours in our Concept Store:
Monday - Friday:
10:00-17:00 

Saturday - Sunday & public holidays:
Closed

Grønnegade 36,
1107 København K
Denmark