No, unfortunately, we cannot handle changes to an order once it has been placed.

Sometimes it helps to switch browsers, for example, to an updated version of Chrome or Edge.

If you receive an error message, take a picture of the error message and email it to our customer service (customerservice@stenstroms.com) along with information about which country you are shopping from and where in the shopping process the error message appears so that we can assist you more quickly.

When we receive your order, we will send an order confirmation to the email address you provided when confirming your order. The same applies when your package is ready to be shipped from us; you will receive an email with the shipping information. If you have not received any emails, it may be due to the order not being completed correctly or a typo in the email address. If you are missing an email, please contact our customer service to check if we have received your order and what the latest status is.

No, unfortunately, we are unable to combine orders.

• UPS Standard Delivery to Access Point – 3-5 business days (Free Shipping)
• UPS Standard Home Delivery – 3-5 business days (30 NOK)
• UPS Express Delivery to Access Point – 1-2 business days (150 NOK)
• UPS Express Home Delivery – 1-2 business days (180 NOK)

When exercising the right to withdraw, the customer will assume the cost for return shipping (100 NOK with our pre-paid label).

You choose your delivery option at checkout.

Access Point:

Your parcel will be delivered to a UPS Access Point. You will receive a notification when it is ready for collection.

Home delivery:

Parcels are delivered to your door. If delivery cannot be completed, the parcel will be sent to the nearest UPS Access Point.

Parcels are typically held for:

• Parcel locker: up to 3 days
• Service point: up to 7 days

If the parcel is not collected within this time, it will be returned to us.

If your order is returned to us because it was not collected, a fee of 200 NOK will be charged.

No. For security reasons, we cannot change the delivery address after an order has been placed.

When your order is shipped, you will receive an email with tracking information and a tracking ID, allowing you to easily follow your parcel.

We recommend downloading the carrier’s app and adding your parcel there. This way, you will receive automatic notifications when it is ready for collection or when it is time to schedule delivery.

No, we currently do not offer this service.

You can return your order within 14 days of delivery.

To be eligible for a return, the item must be in original condition with all tags intact. Refunds are issued to the original payment method.

Create your return via our return portal and print your return label. A return shipping fee of 100 NOK applies. 

Please ensure the item is securely packaged, preferably in the original packaging.

We currently do not offer direct exchanges. If you would like a different size, please place a new order and return the item you do not wish to keep.

Once we have received and approved your return, the refund will be issued to the original payment method. Refunds are processed as soon as possible after the return has been handled.

Log in to your Klarna account and pause your invoice in connection with your return. Once we have received and processed your return, your invoice will be updated. A new or adjusted invoice will then be sent to you.

As a private customer, you have the right to make a complaint about a faulty product within three years of receiving it. This applies to original defects, including damage that occurred during transport.

If the complaint is approved, the item will be repaired or replaced. In some cases, a refund may be issued.

Items purchased online can be claimed via My Pages or through our returns portal. If the product was purchased in one of our stores, please contact the store where the purchase was made and they will assist you further with your claim.

Stenströms Members is our loyalty program that rewards you for shopping with us. As a member, you earn points on every purchase, which can be redeemed for vouchers and unlock additional benefits as you progress through membership levels. Points are accumulated with every online purchase.

As a member (all levels), you earn points on every product purchased online. As you accumulate points, you'll advance to higher levels, unlocking more benefits and receiving bonus vouchers.

Once you've earned 2,000 points, you'll receive a voucher.

You earn 1 point for every 1 NOK spent on online purchases.

Points are accumulated and retained over a rolling 12-month period. As a member (all levels), you earn points, which are added to your account 30 days after your purchase.

Vouchers are rewards you receive as part of the Stenströms Members program. By shopping online and earning 2,000 points, you’ll receive a voucher code. This code can be applied at checkout for a discount on future purchases. Vouchers are valid for online use.

Vouchers are only valid for online purchases and cannot be used in-store.