Frequently Asked Questions

Dive into our replies to some of the most frequently asked questions you might have in relation to Pas Normal Studios. Still in doubt? Feel free to reach out to us on support@pasnormalstudios.com.

General Information

Can I visit your address in Copenhagen?

Unfortunately, our company address is our HQ office and is not open for public visits. If you find yourself in Copenhagen then we recommend you visit Cranks and Coffee, our retailer in Klampenborg just north of Copenhagen, where you will be able to find a full selection of our products.
For more information about where to find our shops around the world, check out our list of Retailers.

Payments

Unfortunately, we do not currently offer an industry purchase program.

We offer various payment options depending on which country you are checking out from. Mastercard, VISA, Dankort, and American Express are among the most common cards we are offering for payment. For Danish orders, MobilePay is available.
Our card transactions are 100% 3D secured.

Unfortunately, we do not currently offer invoice payments.

Ordering

It’s possible for you to make changes in your order until we hand it over til the carrier service. You’ll get an email as soon as the order is completed. After this you can’t make any changes. Therefore, please take care when reviewing your order and get in touch with us as soon as possible if you need to amend your order.

You are able to cancel your order from Pas Normal Studios until you get the email about the completed order. After this you’ll have to wait for the order to arrive. Now you’ll be able to send it back to us for a “Refund” Please get in touch with us as soon as possible if you need to cancel your order.

You’ll receive an order confirmation on your email right after payment. Furthermore you’ll receive an email when the order is completed and handed over to the carrier service. Now your parcel is on its way.

In this case please check your junkmail inbox filter. Otherwise get in touch with our support team for further help support@pasnormalstudios.com

Delivery

Parcels shipped within Denmark will normally take 1-2 working days to deliver. Parcels shipped to countries within the EU normally take around 1-2 working days. International orders going overseas will normally take 3-5 working days.

As long as the parcel has not left us yet you'll always be able to make changes in the delivery address. Please send an email support@pasnormalstudios.com with your order number and with the correct address and we will change it for you as soon as possible.

Your tracking link will automatically be sent as a confirmation email when your package has left our warehouse. If you haven’t received this information, be sure to check your spam inbox or reach out to our support team for assistance.

support@pasnormalstudios.com

Returns

We are currently unable to process exchanges. Please send back your unwanted items for a refund, and place a new order for the correct product. Contact our support team (support@pasnormalstudios.com) for return shipping options. Please fill out the return slip to be included with your returned goods

Contact our support team at support@pasnormalstudios.com and specify “Refund" along with your order number in the subject header.

Read more about our returns policy.

We do our best to refund the money to your account as fast as possible. Normally the money will be available in your bank account within one week after we have received your returned item.

The exchange and return policy are up to the individual retailer. We do not handle returns of products purchased from one of our retailers.

Find out more about our Retailers around the world.

Warranty & Claims

All products from Pas Normal Studios come with a 2 year manufacturing warranty from the date of purchase. This guarantee includes faults in the fabric, workmanship and other manufacturing related errors. The warranty does not cover defects caused be normal wear and tear.

Our warranty does not cover any defects caused by crashes, improper care, normal wear and tear, natural fading of materials and colors over time and with use.
Furthermore, Pas Normal Studios does not warranty products purchased through consumer resale sites or counterfeit products.

All our products have a two-year warranty period. On the off chance that one of our products has a fault please contact us at support@pasnormalstudios.com and include some images to document the issue. We will determine how we may best solve the claim with either a replacement or a refund if the item(s) meet the criteria as they are specified on our Terms & Conditions page.

We require that you bring your faulty item to the respective retailer, as they will then evaluate the claim and assist with the replacement.

Find out more about our Retailers around the world.

Sizing

On each product page you'll be able to find a link to our size-guide, just press "what's my size?" and follow the instructions.
If you are still in doubt as to your size, we will be happy to help you. Contact support@pasnormalstudios.com and our support team will assist.

We recommend you try your newly acquired cycling apparel on your bike, with your full cycling kit. As our clothing is made to be worn on the bike in a bend over position it can feel a bit odd when being off the bike - If you’re still not 100% satisfied, please contact us at support@pasnormalstudios.com and our support team will be helping you out with the return of the clothing.

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Behind the Fabric

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