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FAQ

TOP 6 FAQ

COVID-19 period update | Why the delivery takes so long? Is my package lost?

Because of the high workload in the post offices and closed parcel shops, we are experiencing delays on some of our shipments, especially to the UK, Ireland, Southern and Central Europe. We sincerely apologize for the delay, but we must give it just a little more time before we act upon it.
AND no, your package is not lost - we are sure that your new VIRUS gear is on its way. Thank you for your patience and understanding. 

I just received my tracking number & it’s not telling me where it is. Why is that?

We know, you’re super excited to get your gear (we don’t blame you)!

Please allow 24 hours for your tracking information to update. You can also find information on this website: https://mobil.postdanmark.dk/track-trace/#/. If you still aren’t getting any information on your package’s whereabouts, please contact our VTeam at eu@virusintl.com mentioning your order number.

Do you offer exchanges/returns?  

YES. If you are unsatisfied with an item that you have purchased, you may return the item for an exchange or refund within 14 days of receiving the order via our Return Portal on the right-hand side of the website. 

What is the status of my return/exchange?

Make sure to secure a tracking number or delivery confirmation number for your shipment, in that way you can keep the track on your return/exchange parcel.

Once the item(s) has been delivered, we will let you know by email and ask for 3-5 business days for processing.

I just placed an order, can I cancel or change a product or size in it?

Unfortunately, we cannot cancel and modify any order placed because our system processes them automatically. However notify us, so we can reserve the correct item/size for your exchange request. 

What size am I in your products?

Sizing can be tricky, we totally get it. Take a look at our sizing guide to see what size you are in our products. If you are not sure, you can always contact our VTeam, eu@virusintl.com.

 

GENERAL QUESTIONS

I emailed customer service, how long will it take them to respond?

Generally, our VTeam is able to respond to any questions you may have in 1-2 business days. If you have an urgent question, you can give us a call at +45 3116 6299 on business days from 11:00-18:00 CET.

Do you have a physical store?

Yes and this is the first VIRUS flagship store ever, which is located in Denmark, Copenhagen, Møntergade 4. We are now closed up until further notice, following the rules applied by the Danish government

Do you have any wholesale programs?

We sure do! If you want to sell some of the coolest compression gear & activewear on the planet, please contact Jeppe from our VTeam at Jeppe@virusintl.com for more information.

Do you sell gift cards?

With so many cool items to pick from, it can be hard to choose between them! You can purchase gift cards here. If bought online, it can be used only in the online store. 

You can also buy a Gift Card at our Store in Copenhagen, but it can only be used in the store.

How should I wash & care for my Virus products?

We want your products to have the longest life possible, so we recommend washing your items on a cold, delicate cycle & hang drying. We also recommend staying away from bleach & fabric softener.


SHIPPING/RECEIVING

Do you offer free shipping?

Yes. We offer free shipping on orders over 100 EUR to North-West Europe. For further information, please visit our customer service page.

Where to find my tracking number, when should I expect it?

Your tracking number can be found in the shipping confirmation email by clicking on "View your order". You can generally expect it within 1 - 2 business days after your order was placed. During the holidays, we ask for 3 - 5 business days. 

I just received my tracking number & it’s not telling me where it is, why is that?

We know, you’re super excited to get your gear (we don’t blame you)!

Please allow 24 hours for your tracking information to update. You can also find information on this website: https://mobil.postdanmark.dk/track-trace/#/. If you still aren’t getting any information on your package’s whereabouts, please contact our VTeam at eu@virusintl.com mentioning your order number.

The tracking number says that my parcel was delivered at a collection point. What can I do? 

Please call your local post office or PostNord directly to know at which address you can collect your parcel. We are no longer responsible at that time.

I just placed my order, how soon can I expect to receive it?

Orders placed within

  • AT, BE, DE, DK, NL, UK, NL will take 2-4 business days
  • CH, IE, PL, SE will take 3-5 business days
  • ES, FI, FR, IT, NO, PO will take 4-5 business days
  • Other countries will take 4-7 business days

to reach you after it has shipped depending on where you live.

Under the current circumstances in Europe due to COVID-19, your delivery might take longer to get to you.


The delivery address is wrong in the shipping confirmation, can I change it?

Unfortunately, after the order was placed, we are unable to change any information because your order is automatically processed by our system. We will need to wait until the parcel returns to us to send it a second time without extra charges for you! 

If you notice that mistake, please send the correct information to eu@virusintl.com

 

ORDERS

I just placed an order, but I didn't receive the purchase confirmation. Why?

Orders made until 13:00 CET usually are processed in the same day. Sales periods can be exception, then it can take longer. If you have made the order after 13:00 CET, then your order will be processed the next business day and then you will receive the confirmation email.

Why is my discount code not working? 

Only 1 discount code can be applied at checkout. If we have a sitewide discount, no other discount are applicable. If this is about another case, please contact us at eu@virusintl.com, we would be happy to help.

I just placed an order, can I cancel or change a product or size in it?

Unfortunately, we cannot cancel and modify any order placed because our system processes them automatically. However notify us, so we can reserve the correct item/size for your exchange request. 

How do I know if something is in stock?

We have a live count on our website of what items are in stock! If you are able to add the item to your cart, it is in stock. If not, you can receive a notification when the product gets restocked. 

What size am I in your products?

Sizing can be tricky, we totally get it. Take a look at our sizing guide to see what size you are in our products. If you are not sure, you can always contact our VTeam, eu@virusintl.com.

I made two orders today, can they be combined?

Order can’t be combined at this time, however, if they are placed on the same day they will ship out on the same day as well.

What forms of payment do you accept?

VIRUS Europe accepts all major credit card providers (VISA-Dankort, VISA Credit, VISA Debit, Mastercard Credit, Mastercard Debit), Mobilepay and Applepay. You will also be soon able to use Klarna at checkout.

 

EXCHANGES/RETURNS/DAMAGES

Do you offer exchanges/returns?

If you are unsatisfied with an item that you have purchased, you may return the item for an exchange or refund within 14 days of receiving the order via our Return Portal on the right-hand side of the website. During the Christmas period, you are able to request a return/exchange within 45 days after reception.

Do you offer free shipping on returns/exchanges?

Unfortunately we don´t. Returns are on you! However we are happy to exchange your products for free.

What is the return address? 

For order returns, please send it back to:

VIRUS Intl Europe, Attn: Danske e-logistik, 
Naverland 33, 2600 Glostrup, Denmark

For order returns in France (for French customers only), please send it back to: 

Crossfit Serval, Attn. Virus Intl Europe, 
15 avenue de Londres, 13127 Vitrolles, France

How do I need to return my product(s)?

You can find this information on the return note you received in your parcel, in the return instructions you received by email after your return request was approved as well as on our website here.

What items are final sale? Can I exchange sale items ?

All pre-marked sale items are final sale. It says “FINAL SALE, NO RETURNS” in the product description.

We are unable to return or exchange sale items. For further details, please look at our exchange & return policies here.

What is the status of my return/exchange?

Make sure to secure a tracking number or delivery confirmation number for your shipment, in that way you can keep the track on your return/exchange parcel.

Once the item(s) has been delivered, we will let you know by email and ask for 3-5 business days for processing.

Can I exchange my item for something of a different price?

We are able to exchange products in the same price range. We do not store our customers' credit card information, so we are unable to charge your card for any difference in price. However, if the exchange item costs less, we can refund you.

Can I return items purchased from an event you were at or from a retailer?

Contact us on eu@virusintl.com and we will try to meet your needs if your desired item will be in stock! It needs to meet all requirements like any other returns. 

For items bought from a VIRUS retailer, please reach out to them to discuss a return or exchange.

What can you do for me when my product is damaged?

Sorry to read that! Please write to us at eu@virusintl.com and mention the name of your product, attach some pictures of the damage and explain what happened. 

 

 

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