FAQ

Below you will find the answers to our most frequently asked questions at Sandqvist.
If you still have questions please contact us.

SHIPPING & RETURNS

Order Tracking

Track the progress of your order here. Once your order is placed, you can easily monitor its journey. Please note that the email address and order number must be entered exactly as they were provided when placing the order.

Shipping

We offer home deliveries and delivery to your nearest pick-up point. Orders are shipped from our warehouse in Sweden and dispatched within 24 hours on business days (not including Swedish public holidays).
The delivery fee for international orders is €15-€30 / USD $17-$35, which will be shown at checkout. The shipments are fulfilled by UPS.
When ordering to countries outside the EU, you will need to pay import tax and duty according to local rules. Therefore, the order value does not include Swedish VAT. The amount of tax and duty to pay is different in every country. The carrier will invoice you for the tax and duty, together with a disbursement fee of around €18/USD $21 for the customs clearance service. In some cases, the carrier may ask you for an upfront payment for the tax and duty.

Returns

We offer a 30-day free return policy. Think about the planet before returning a product. If you are certain that you want to return your order, please make sure the container fits the items as tightly as possible to help decrease the carbon footprint. Sandqvist want to create a more sustainable and smarter return process. We do this by using digital return labels. You register your return digitally and when you have done that you will receive the return label from UPS to your email. If you are in a non EU-country you will also receive a commercial invoice that you print (in 3 copies) and give to UPS. In order to register your return you will need your order number and the email address that you used in the order.

For an easy return request please click here!

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.

PAYMENT

Please visit our payments page.

THE BAG THAT I JUST 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 offer a one year warranty on bags bought in any of our own stores (physical and online). If you bought it online please send a photo of the bag to service@sandqvist.com, along with your order number, or the email address used when placing the order. Depending on the fault and when you bought your bag we will either replace you with a new bag or refund you for the cost of the repair. If you need any spare parts please let us know and we can send them to you.

What will fit in my bag?

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

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