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FAQ

Below you will find the answers to our most frequently asked questions at Sandqvist.
If you still have questions please email us on service@sandqvist.com.

The website

How do I find a product on the site?

If you know the name of the product you can use the search box, or you can go to ‘Shop’ and filter the type of product you are looking for (e.g. backpack).

The product is out of stock, will it come back?

Please contact service@sandqvist.com for information regarding stock.

I have a discount code, how do I use it?

There is a discount code box at the checkout. Please write the code and press enter or press the arrow to the right, and the discount will be applied. Please note that discount codes are not valid on sale items.

Order

I am experiencing issues when trying to place an order on your website. What can I do?

Our website supports most web browsers, just make sure that you have an up-to-date version. Please note that if you have an old version of a web browser, it may not be compatible with our website and not all functions will work properly. Please try the following steps:

1. Clear your web browser’s cache by going to the browser settings and clearing browsing data/cache.
2. Try another web browser, in case our website doesn’t support the one you are using.
3. Try a different payment method.

Did my order go through successfully?

Once your order has been approved, you will receive an email confirmation with the details. The order confirmation will be sent to the email address you entered at checkout. If you are unsure about whether your order has been successfully placed, you can always contact us at service@sandqvist.com

I've changed my mind, can I cancel the order?

When an order is completed the handling process starts immediately. If you wish to cancel your order contact us at service@sandqvist.com and we will do our best to help you. Please note that cancellations are only possible for a very limited time after an order has been placed, so we cannot guarantee that it can be done.

Product

Are your bags waterproof?

Most of our bags are water-resistant. Some bags are made of waterproof material, but the seams are sewn, not taped. You can treat the bag with a water repellent spray. Read more about the different materials here.

Will my laptop fit in the bag?

Most of our bags have a compartment that fits either a 13” or 15” laptop. You can find the measurement of the compartment on each product page. If the laptop does not fit in the laptop compartment, it may fit in the main compartment.

Does the bag come with a warranty?

Yes, we have a one year warranty on all of our bags. If your bag breaks during that year, we will fix it for free. If the bag breaks more than a year after the purchase we will help you with the repair anyway, but for a small charge (usually between €5 and €30).

How do I care for my bag?

We recommend that you treat the leather with leather balm, and that you spray the bag with water-repellent spray or treat it with a fabric wax. You can read and watch more about how to treat your bag here.

How do I find out about the material used and where the bag is made?

Please visit our Sustainability page to find out more about our production processes.

Payment and delivery

What payment methods do you offer?

Payments are handled by Klarna. You can pay with Visa, MasterCard, or other alternatives depending on your location. We also offer payments through PayPal in the UK, USA, Austria, Australia, Belgium, Denmark, Estonia, Finland, France, Germany, Hong Kong, Ireland, Italy, Japan, the Netherlands, Norway, Romania, Singapore, Sweden and Switzerland,. Please note that the registered address for your Paypal account is the address that the order will be sent to.

Please note that the registered address in your PayPal account is the address that the order will be sent to.

What is your delivery time?

Sweden: 1-3 business days
Europe: 3-6 business days
USA: 1-3 business days
Rest of the world: 1-3 business days (we use Express Shipping outside the EU)

What different delivery options do I have?

We work with PostNord, DHL and UPS. The options that are available for you will be shown at checkout.

Returns and exchanges

What is your returns policy?

We accept returns made within 14 days of receipt.

Can I make the return in one of your stores?

Yes, we accept returns in all of our own stores (not within Åhléns). Please bring the order confirmation when you return it. We will refund your payment, including shipping costs, via the same means used to make the initial purchase (not in the store directly - the refund is processed through Customer Service and will take 1-3 business days).

I bought my bag on sale, can I return it?

Yes, online we have the same return policy for sale items as for full-priced items.

Claims

The bag that I ordered online came with a fault, what can I do?

We are sorry to hear this! Please send a photo of the bag to service@sandqvist.com along with your order number. We will issue you with a return label to use when sending it back to us, and we will then send you a new bag.

My bag has developed a fault, what can I do?

We are sorry to hear this! We would like to offer you a repair. Please send a photo of the bag to service@sandqvist.com,
along with proof of purchase (receipt or copy of the bank transaction), your full address, and phone number, and we get back to you with help.

You are welcome to visit an in-house repair shop in one of our stores in Stockholm, London or Berlin.

What will fit in my bag?

Please check out our what will fit page to find out.