Country & Language
Free shipping
Customer Service
FAQ
Here, we have gathered the most common questions and answers we usually receive. When contacting us, always provide your order number, as well as the name and email address used on the order. This will help us to find your order more quickly and efficiently.
Order
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.
Shipping
Within Sweden, we offer free shipping and free returns. Within Europe, shipping to a UPS Access Point is free.
For returns outside Sweden, a return fee will be charged. Please see our Terms of Purchase §6 for the correct return fee.
No, for security reasons against fraud, we do not change the delivery address on an order.
No, unfortunately, we cannot offer this service.
We recommend downloading the courier's app and adding your package to the app.
This way, you will automatically receive notifications when the package is ready for pickup or a notice to book a delivery time to your address.
Keep in mind that packages are held by the agent/package box for different periods depending on the delivery option you have chosen, ranging from 3-14 days. It is important that you pick up your package on time before it is returned to us. If the package is not picked up in time and is returned to us, we will charge a handling fee. See our Terms of Purchase §4.
RETURNS & RECLAMATIONS
Yes, we offer an extended return policy for all orders placed from November 18 onwards. You can return your purchases until December 31.
All orders within Sweden come with a return label included in the package. Use this to return the items you wish to send back. If you need a new return label, contact our customer service, and they will provide you with a new one. For orders outside Sweden, please visit our UPS return portal.
Log in to Klarna and pause your invoice due to the return. Return the item(s) to us. As soon as we have received your return, we will process it and update the invoice in Klarna. Once the return is processed, a new/updated invoice will be sent to you via email.
If the product was purchased in a store, please contact the store where you bought the item and handle the complaint through them.
If the item was purchased on www.stenstroms.com or www.stenstromsoutlet.com, please contact our customer service (customerservice@stenstroms.com) for assistance.
Provide the following information so that we can handle your case more quickly and efficiently:
- Order number for the purchase.
- When the defect was discovered.
- A brief description of the defect.
- A picture of the defect.