Unfortunately, we are unable to make changes to an order once it has been placed.

In some cases, switching to a different browser may help, for example, an updated version of Chrome or Edge. 

If you receive an error message, please take a screenshot and email it to our customer service team at customerservice@stenstroms.com. Kindly include the country you are shopping from and where in the checkout process the issue occurs, so we can assist you more efficiently.

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 Express Delivery to Access Point – 1-2 business days (35 USD)
• UPS Express Home Delivery – 1-2 business days (38 USD)

When exercising the right to withdraw, the customer will assume the cost for return shipping (35 USD with our pre-paid label).

Parcels delivered to a service point are held for 7 days from arrival. Parcels delivered to a parcel locker are available for up to 3 days after arrival. Once your order has arrived, you will receive a notification via SMS or email.

If the parcel is not collected within the specified time, it will be returned to Stenströms. In such cases, a handling fee will apply. For more information, please refer to our Terms of Purchase §4.

No. For security reasons and to prevent fraud, 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, unfortunately we do not offer this service.

You have a 14-day right of return from the date you receive your order.

To be eligible for a return, the product must be in unchanged condition with all tags attached. Refunds will be issued using the same payment method used for the purchase, where technically possible.

Create a return via My Pages or through our returns portal. When returning an item, you are responsible for packaging it securely so that it is protected during transit. We recommend using the original packaging.

We do not currently 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 using the same payment method as the original purchase. Refunds are processed as soon as possible after the return has been handled.

As a private customer, you have the right to file a complaint about a defective product within three years of receiving it. This covers original defects, including damage during transport.

If approved, the item will be repaired or replaced. In certain 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 10 points for every 1 USD/EUR/CAD/CHF/GBP spent on purchases made online.

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.