Customer Service



We are here to help! Don´t hesitate to email us at service@sandqvist.com if you have any questions. We usually answer within 1-2 workdays, but occasionally it might take a bit longer.













Payment & Delivery



Payment

Payments are handled by Klarna. You can pay with Visa, MasterCard and other alternatives depending on your location. The transaction of credit card data is encrypted. Sandqvist do not store any credit card data. Klarna (our payment service provider) use a security certificate called 3D Secure that your bank and card needs to have activated upon purchase. If your payment fails, first try another card and secondly another browser or device.

We also offer payments through Paypal in the United Kingdom, USA, Germany and Rumania. Please make sure that your registered Paypal address is the same one as you wish the order to be delivered to.




IMPORT TAX AND DUTY (FOR CUSTOMERS OUTSIDE THE EUROPEAN UNION)

When ordering from countries outside the EU, you will need to pay import Tax and Duty according to the local rules in your country at the delivery of your order. Therefore the order value does not include Swedish VAT. The amount of Tax and Duty to pay is different in every country. UPS will invoice you for the Tax and Duty together with a disbursement fee of around 18 EUR (170 SEK) for the customs clearance service. UPS may in some cases ask you for upfront cash payment of the Tax and Duty.




DELIVERY

We will always try to ship your order within 1 business day from that you have made your order. Usually if you make your order before 11.00 AM GMT+1 we will ship it the same day. Orders placed on weekends and holidays will be shipped the next business day. We offer express shipping to certain countries. The shipping alternatives are listed in the checkout after submitting your address details.




DELIVERY TIME BY COUNTRY

Sweden: 1-3 work days
Europe: 3-6 work days
USA: 1-3 work days
Rest of the world: 1-3 work days (Outside EU we use Express shipping)




SHIPMENT FEE BY COUNTRY

Sweden: Free shipping
Shipments and returns within Sweden are free of charge (for orders worth 100 SEK and more) and are fulfilled by Postnord.

Europe: Free shipping
Shipments and returns to all countries within Europe (see prizes for United Kingdom, Denmark, Norway, Germany and France further down) are free of charge for orders exceeding 150€. For order below 150€, we charge 15€. The shipments are fulfilled by UPS (Standard).

United Kingdom: Free shipping and returns on all orders over 80£
Shipments and returns to and from United Kingdom are free of charge for orders exceeding 80£. For order below 80£, we charge 15£. The shipments are fulfilled by UPS (Standard) and are usually delivered within 3 business days.

Denmark: Free shipping and returns on all orders over 1500 DKK
Shipments and returns to and from Denmark are free of charge for orders exceeding 1500 DKK. For order below 1500 DKK, we charge 150 DKK. The shipments are fulfilled by UPS (Standard) and are usually delivered within 3 business days.

Norway: Free shipping and returns on all orders over 1500 NOK
Shipments and returns to and from Norway are free of charge for orders exceeding 1500 NOK. For order below 1500 NOK, we charge 150 NOK.
The shipments are fulfilled by UPS (Express). Swedish VAT (25%) is removed from your total in the checkout, but local taxes and duties will be added upon delivery by UPS.
Returns are free of charge.

Germany: Free shipping and returns on all orders over 80 €
Shipments and returns to and from Germany are free of charge for orders exceeding $80. For order below 80€, we charge 15€. The shipments are fulfilled by UPS (Standard) and are usually delivered within 3 business days.

France: Free shipping and returns on all orders over 80€
Shipments and returns to and from United Kingdom are free of charge for orders exceeding 80€. For order below 80€, we charge 15€. The shipments are fulfilled by UPS (Standard) and are usually delivered within 3 business days.

USA: Free shipping and returns on all orders over $80
Shipments and returns within USA are free of charge for orders exceeding $80. For orders below $80, the shipping fee is $20.
The shipments are fulfilled by UPS (Express). Swedish VAT (25%) is removed from your total in the checkout, but local taxes and duties will be added upon delivery by UPS.
Returns are free of charge.

Rest of the world
The shipping fee for international orders is 20-30€, the fee will show in the checkout. The shipments are fulfilled by UPS (Standard or Express).
Returns are free of charge.

SHIPMENT INFORMATION

Postnord (Sweden)
You will get an email notification when your order has been shipped, with your parcel tracking number. You can check the status here: http://www.posten.se/
Postnord will deliver your parcel to a hub near you and you will be notified by SMS when the delivery has arrived. Therefore it is important that you give your mobile phone number when you register your details.

UPS:
You will get an email notification when your order has been shipped, with your parcel tracking number. You can check the status here: http://www.ups.com/

UPS will deliver your parcel to the delivery address given in your order. If you are not there to receive the package UPS will leave a message and the package will be held at a local UPS access point.

Orders are shipped out from Sandqvists warehouse located in Varberg, Sweden.

All prices shown on products include 25% Swedish VAT. If your delivery address is within the European Union (EU), you will pay the price incl 25% VAT. If your delivery address is outside the EU, the price to pay will be without VAT. The total is adjusted in the checkout, see "Tax reduction".



RETURNS & EXCHANGES



Usually we accept returns made within 14 days from when you’ve received it, but if you place your order before Christmas you have until the 10´th of January to return it.

Sweden: Use the enclosed return waybill and pack the bag in the same or similar packaging as it came in. Leave it at a Postnord access point.

Europe: Use the enclosed return waybill and pack the bag in the same or similar packaging as it came in. Call UPS to schedule a pick up or leave it at a drop off location to send it back.

Outside of EU: Please contact us at service@sandqvist.com and inform us of what you want to return and we will send you a commercial invoice. Use the enclosed return waybill and pack the bag in the same or similar packaging as it came in. Call UPS to schedule a pick up or leave it at a drop off location to send it back. Give the commercial invoice to UPS.

If you don’t have the return waybill email service@sandqvist.com and we will send you a new one!




PAYMENT REFUND



In case of a return we will refund your payment, including shipping costs, via the same means used to make the initial purchase. Any payment costs related to the purchase will not be refunded. We refund the money as soon as we receive the return.
Please be aware that the handling of your return will take a bit longer during the holidays.

EXCHANGES



Return the bag, using the enclosed return waybill, and then place a new order for the product you wish instead. We will refund you for the first purchase as soon as we receive it.



CLAIMS



We design our products to be repairable for optimal environmental sustainability.
In case you receive a damaged or defect product please send us a picture immediately where we can clearly see the defect and explain the fault. Send the picture attached in an e-mail to service@sandqvist.com
Claim rights do not apply to defects caused by wear and tear or incorrect usage.
For us to see if the warranty is valid we also need some proof of purchase. Please attach a receipt or a copy of the bank transaction to the email.

In case of a claim we will:
1. Repair the product if possible at one of our repairshops (we have repairshops in Stockholm, London and in Berlin)
If you choose to take it to a local cobbler to have it repaired, please send us a scan or photo of the repair receipt and your IBAN and SWIFT Bank info and we will refund you the cost (up to 30 Euro).
2. If the product is not repairable, we will send you a return waybill to return the defective product and send you a new product.
3. If the product is not repairable and is discontinued, we will furnish you with a similar product or refund you for the product.

FULL TERMS & CONDITIONS



GENERAL


The webshop www.sandqvist.com is executed by the company Sandqvist Bags and Items AB, registered at Långholmsgatan 27, 117 33 Stockholm, Sweden, with VAT registration number SE556783080601 (UK VAT number is GB284235104). All products remain the property of Sandqvist until full payment has been made. All attempts to deceive will be reported to the Police. We reserve the right to correct any mistake or error printed on this site. Due to the digital format of photographs we can not grant that the pictures reflect the exact nature of the real products.



DELIVERY TIME



We will always try to ship your order within 1 business day from that you have made your order. Usually if you make your order before 11.00 AM GMT+1 we will ship it the same day. Orders placed on weekends and holidays will be shipped the next business day. We offer express shipping to certain countries. The shipping alternatives are listed in the checkout after submitting your address details.

We can not guarantee that all products shown at sandqvist.com are available in stock at the time of your order. If the product you have ordered is out of stock we will contact you as soon as possible and we will give you a full refund.

DELIVERY TIME BY COUNTRY



Sweden: 1-3 work days
Europe: 3-6 work days
USA: 1-3 work days
Rest of the world: 1-3 work days (Outside EU we use Express shipping)



SHIPMENT FEE BY COUNTRY



Sweden: Free shipping
Shipments and returns within Sweden are free of charge (for orders worth 100 SEK and more) and are fulfilled by Postnord.

Europe: Free shipping
Shipments and returns to all countries within Europe (see prizes for United Kingdom, Denmark, Norway, Germany and France further down) are free of charge for orders exceeding 150€. For order below 150€, we charge 15€. The shipments are fulfilled by UPS (Standard).

United Kingdom: Free shipping and returns on all orders over 80£
Shipments and returns to and from United Kingdom are free of charge for orders exceeding 80£. For order below 80£, we charge 15£. The shipments are fulfilled by UPS (Standard) and are usually delivered within 3 business days.

Denmark: Free shipping and returns on all orders over 1500 DKK
Shipments and returns to and from Denmark are free of charge for orders exceeding 1500 DKK. For order below 1500 DKK, we charge 150 DKK. The shipments are fulfilled by UPS (Standard) and are usually delivered within 3 business days.

Norway: Free shipping and returns on all orders over 1500 NOK
Shipments and returns to and from Norway are free of charge for orders exceeding 1500 NOK. For order below 1500 NOK, we charge 150 NOK.
The shipments are fulfilled by UPS (Express). Swedish VAT (25%) is removed from your total in the checkout, but local taxes and duties will be added upon delivery by UPS.
Returns are free of charge.

Germany: Free shipping and returns on all orders over 80 €
Shipments and returns to and from Germany are free of charge for orders exceeding $80. For order below 80€, we charge 15€. The shipments are fulfilled by UPS (Standard) and are usually delivered within 3 business days.

France: Free shipping and returns on all orders over 80€
Shipments and returns to and from United Kingdom are free of charge for orders exceeding 80€. For order below 80€, we charge 15€. The shipments are fulfilled by UPS (Standard) and are usually delivered within 3 business days.

USA: Free shipping and returns on all orders over $80
Shipments and returns within USA are free of charge for orders exceeding $80. For orders below $80, the shipping fee is $20.
The shipments are fulfilled by UPS (Express). Swedish VAT (25%) is removed from your total in the checkout, but local taxes and duties will be added upon delivery by UPS.
Returns are free of charge.

Rest of the world
The shipping fee for international orders is 20-30€, the fee will show in the checkout. The shipments are fulfilled by UPS (Standard or Express).
Returns are free of charge.




SHIPMENT INFORMATION

Posten (Sweden)

Posten (Sweden)
You will get an email notification when your order has been shipped, with your parcel tracking number. You can check the status here: http://www.posten.se

Postnord will deliver your parcel to a hub near you and you will be notified by SMS when the delivery has arrived. Therefore it is important that you give your mobile phone number when you register your details.

UPS:
You will get an email notification when your order has been shipped, with your parcel tracking number. You can check the status here: http://www.ups.com/

UPS will deliver your parcel to the delivery address given in your order. If you are not available, UPS will call you, why it is important that you give your mobile phone number when you register your details.

Orders are shipped out from Sandqvists warehouse located in Varberg, Sweden.

All prices shown on products include 25% Swedish VAT. If your delivery address is within the European Union (EU), you will pay the price incl 25% VAT. If your delivery address is outside the EU, the price to pay will be without VAT. The total is adjusted in the checkout, see "Tax reduction".



IMPORT TAX AND DUTY (for customers outside the European Union)


When ordering from countries outside the EU, you will need to pay import Tax and Duty according to the local rules in your country at the delivery of your order. Therefore the order value does not include Swedish VAT. The amount of Tax and Duty to pay is different in every country. UPS will invoice you for the Tax and Duty together with a disbursement fee of around 18 EUR (170 SEK) for the customs clearance service. UPS may in some cases ask you for upfront cash payment of the Tax and Duty.



PAYMENT

Payments are handled by Klarna. You can pay with Visa, MasterCard and other alternatives depending on your location. The transaction of credit card data is encrypted. Sandqvist do not store any credit card data.
We also offer payments through Paypal in the United Kingdom, USA, Germany and Rumania.



RETURNS AND EXCHANGES

You have the right to return your ordered products within 14 days of receiving the products, given that the product is unused and in its original condition. In case of return, Sandqvist will pay for the return shipping. In case of a quality claim due to a damaged or faulty product, we will repair or replace the product free of charge or refund what you have paid, including the shipping cost. You can return products you have purchased in our Sandqvist web shop in one of our own physical stores. Please bring your order confirmation. Currently we have stores in Stockholm, Gothenburg, London and Berlin – for addresses and contact details, please go to “Our Stores”. We follow Swedish laws in case of returns and disputes.



RETURN SHIPPING

If you need to return a product, please use the return waybill included in the parcel. If you have lost the return waybill, contact us at service@sandqvist.com and we will send you a new one. Use the same plastic bag your order was received in. If the plastic bag is broken, use another sturdy plastic bag. Stick the return waybill over the old waybill and return the package to the delivery service. Please note that you as a customer are responsible for the goods until they reach us, why it is important you keep the tracking number.



PAYMENT REFUND

In case of a return we will refund your payment, including shipping costs, via the same means used to make the initial purchase. Any payment costs related to the purchase will not be refunded. We refund the money as soon as we receive the return.
Please be aware that the handling of your return will take a bit longer during the holidays/summer.



QUALITY CLAIMS

If you need to make a claim regarding your Sandqvist product purchased at sandqvist.com due to a flaw in its quality, please contact us at service@sandqvist.com. We will evaluate the defect and try to help you. Claim rights do not apply to defects caused by wear and tear or incorrect usage. To verify that the product was bought at a Sandqvist shop we ask you to always present the original purchase receipt or web order number in case of a claim. If you contact us by email, please explain the reason for your claim and send along high quality images of the defect plus your web order number or a scan or photo of your receipt. We follow Swedish consumer laws in claim cases.

For Sandqvist products purchased at another retailer (ie not in a Sandqvist Flagship Store or at www.sandqvist.com) we kindly ask you to contact the retailer with your claim, and they will help you.

If we approve your claim, we will:
1. Repair the product if possible, either at our repairman (we have a repair shop at our store on Swedenborgsgatan in Stockholm) or at your local shoe repair. If you repair the product at your local shoe repair, send us a scan or photo of the repair receipt and your IBAN and SWIFT Bank info and we will refund you the cost.
2. If the product is not repairable, we will send you a return waybill to return the defective product and send you a new product. We will pay for the shipment costs.
3. If the product is not repairable and is discontinued, we will furnish you with a similar product or refund you for the product.
We always try to repair defective products locally, as it saves unnecessary transportation and creates no wastage. We design our products to be repairable for optimal environmental sustainability.



TRANSPORT DAMAGES

If a package is damaged at arrival, you should report it immediately at the site. If you have opened the package and detect a damage, please contact us.



UNCOLLECTED DELIVERIES

A package will be kept at the delivery hub for 14 days. If you don’t collect it and it is returned to us, we will treat it as a regular return and refund the money to your account.



PERSONAL DATA

According to Swedish law, we have to ask for your approval to treat your personal data. All the information you give us or that we get when you visit our site will be handled responsibly and safely by Sandqvist. The information will be used to enable us to fulfill our business responsibilities to you and for marketing purposes. Sandqvist will not provide your personal data to a 3rd party for marketing purposes unless you agree to it. If the personal data is incorrect or irrelevant, you have the right to request that it is corrected or deleted.

Communication through our newsletter
When you sign up to our newsletter you agree to receive additional digital communication from Sandqvist. You will receive updates about new products, special invitations to our events, stories and exclusive deals. To unsubscribe from our email list – please click the link “Unsubscribe from this list” at the bottom of our emails. .

For all enquiries regarding personal data, please send your request in an email to service@sandqvist.com or give us a call on +46 72 224 23 33. Please note that if you refuse us to handle certain personal data, we may have to decline your purchase order.



COOKIES


We use cookies on our site to give you a better shopping experience, and for allowing us to analyze traffic and behavior.

You can determine the use and scope of cookies in your computer settings. You can set your computer so that every time when a cookie is being placed, you are alerted or you can turn off all cookies via your browser (in the Help function of your browser, you can learn how to change or update your cookies correctly). We would like to point out that this is considered a computer setting and these settings only apply for the computer on which it is made. If you use more than one computer, the settings must be made on each computer

Our checkout solutions are provided by;

Klarna (Klarna AB, Sveavägen 46, 111 34 Stockholm, Sweden). They use cookies to offer you the best possible, tailored, online experience when you use Klarna's checkout. The exact information and purposes for which they are used can be found here:
https://www.klarna.com/uk/privacy-policy/

PayPal (PayPal (Europe S.à r.l. et Cie, S.C.A.) They use cookies to offer you the best possible, tailored, online experience when you use PayPal's checkout https://www.paypal.com/uk/webapps/mpp/ua/privacy-full



FORCE MAJEURE

If Sandqvist fails to comply with the agreement because of unusual adverse circumstances outside of its control due to force majeure such as strikes, civil unrest, war or natural catastrophes such as earthquakes, volcanic action and other similar matters, then Sandqvist cannot be held responsible.