FAQ

Delivery

How long will it take for my order to be delivered?

- We have a delivery time of 2-7 business days in the Nordic region. Approx. 10 business days outside the Nordic region.

Can I choose express delivery?

- Yes, we offer DHL Express delivery.

My order har not arrived.

- When your package leaves our warehouse, you receive an email with a link through which you can track your package. If you can’t see your package via the tracking link, you are welcome to get in touch with us here

Can I track my package?

- Yes. When your package leaves the warehouse, you receive an email with a tracking link through which you can track your package.

How will I know when my package has left the warehouse?

- When your package leaves the warehouse, you will be sent an email informing you that your package is on its way to you. You will also be given a tracking link through which you can track your package.

What happens if I don't collect my package?

- If you do not collect your package from your collection point, it will automatically be sent back to us after 7 days. We charge a fee of EUR/USD 25 for unclaimed packages.

I have received my order but a product is missing

- Get in touch with our customer service department here and we will gladly help you.

Is there a shipping fee for my order?

- We offer free shipping over a certain amount. If your purchase total is below this amount or if you select a different shipping method than the free shipping option, a shipping fee will be charged.

I accidentally deleted my text message with the code to collect my package.

- You can go to the collection point and provide the last four digits of the tracking link (which you have received by email) along with your ID if they ask for this. You are also welcome to get in touch with our customer service department here

It says my order has been delivered, but I have not received it

- Try updating the link again. Sometimes the link is updated a few days before the package arrives. If you have not received the package after a few days, kindly contact us here and we will help you.

Do I have to pay import duties and taxes?

Import duties and taxes may apply upon delivery and must be paid by you, the customer.

My order

When will my order be shipped?

- Orders placed on weekdays before 12PM are shipped the same day. Others are sent the next weekday.

I have not received an order confirmation

- Check if it has ended up in your junk folder. During product launches and busy periods on the website, order confirmation emails may take some time to arrive. If you have not received your order confirmation the day after a purchase, kindly get in touch with us here and we will send it to you.

I want to add a product to my order, how do I do so?

- We are unable to add a product to a confirmed order. The best thing to do is to place a new order for the items you wish to add.

Can I cancel my order?

Please contact us as soon as possible. All orders packed and shipped out can not be cancelled.

Can I change the address or other information on my order?

- You can always email us here and we will gladly help you if possible. Unfortunately, if the order has already been processed, it will not be possible.

I have not received my order

- The delivery time is 2-7 business days. If you have not received your order after this time period, kindly get in touch with us here and we will help you with your order.

I would like to change the method of payment

- Unfortunately, it is not possible to change the payment method once you have placed an order. If you have any questions regarding your payment, you are always welcome to contact our payment provider Klarna.

My order has not yet been delivered, what should I do with the invoice?

- You can always postpone payment of the invoice via Klarna or get in touch with us and we will help you.

Returns

I want to return an item, how do I do so?

- All information on how to make a return can be found here

I have received the wrong product or a product is missing from my order, what should I do?

- We regret that you have received the wrong product or that a product is missing. Email our customer service departmenthere and we will help you.

I have received a defective product, what should I do?

- We sincerely apologise for this. Email our customer service department here and describe what is wrong with the product together with a photo or video showing the product’s defect and we will help you.

My package was damaged in transit, what should I do?

- Kindly contact our customer service department here and provide a photo showing the damage to the package and we will gladly help you.

I have sent a return, when will I be refunded?

- Within 10 days of us receiving your return. The refund will be paid into your account or you will be issued a credit note.

How do I submit a claim?

- If you feel that you have received a defective product, you are welcome to contact our customer service department here and we will gladly help you.

Do I need to return a damaged item?

- If you have received a damaged or defective item, you need to contact us here, preferably with a photo of the product, so that we can help you further.

Payment & Refunds

I have chosen the wrong payment method, can I change this?

- Unfortunately, we are unable to update the payment method for confirmed orders.

No money has been withdrawn from my account yet, has my order been processed?

- If money has not been reserved or drawn from your account, it may be that your order has not been processed or that you have chosen to pay by invoice or partial payment. Kindly get in touch with our customer service departmen there and we will help you.

What payment methods are accepted?

- Card payment (VISA, MasterCard, American Express & UnionPay), Klarna, Apple Pay, Google Pay and Sha af Sweden gift cards

How long will it take for me to receive my refund?

- We strive to issue refunds as promptly as possible, but within a maximum of 30 days. After we have processed the refund, the amount will be paid to your card within 2-5 business days.

I have not received my refund, what should I do?

- It can take up to 30 days for us to process a refund. Kindly contact our customer service departmenthereif that time period has passed and we will investigate your case.

How do I pay with gift cards?

- You enter your gift card number at checkout. There is a field at checkout in which you enter the code.

How do I receive my invoice?

- You will receive the invoice by email when your package leaves our warehouse. If you have not received the invoice, you can sign in to yourKlarnaaccount or contact our customer service departmen there.

Why does my card not work?

- There are several different reasons a card may not work. We advise you to log in to your internet bank and check if your card is activated for online purchases.

My payment was successful but I did not receive an order confirmation, what should I do?

- Check if it has ended up in your junk folder. If it’s not there, kindly get in touch with us here and we will help you.

Gift Cards

Can I buy physical gift cards?

- We only sell electronic gift cards, i.e. you receive the gift card immediately after purchase via the email address you provide at checkout.

How do electronic gift cards work?

- You will receive your gift card by email immediately after purchase. The gift card is valid for 6 months.

I have not received an email with my gift card, what should I do?

- Start by checking your junk folder. If it’s not there, kindly get in touch with us here and we will help you.

How soon will I receive the gift card after purchase?

- You will receive the gift card a few minutes after the purchase has been made.

For how long is the gift card valid?

- The gift card is valid for 6 months.

How will the gift card be delivered?

- The gift card will be sent to the email address you provided at checkout.

Can I use a gift card for multiple orders?

- If you do not use the full amount on the first purchase, you can use the remaining amount within 6 months on the next purchase.

PR & Collaborations

I have a collaboration proposal, whom should I contact?

- You are welcome to email our customer service department info@sheafsweden.com
Please include your proposal, socials and statistics in the email.

Can I become a retailer of your products?

- We are so happy that you like our products and are interested in becoming a retailer. Please contact us at info@sheafsweden.com

What channels is She af Sweden on?

- Our channels: Instagram, TikTok, Facebook.