Common Questions

Orders

Discount Codes and Gift Cards

If you have a discount code or a gift card, you can redeem it in connection with choosing a payment method at checkout or before confirming your order. Enter the code in the field "Discount code or gift card" and click on "Redeem code". Remember to redeem your discount code or gift card before you complete your order. Discount codes have a limited validity period, and you can only use one discount code per order. Most discount codes can only be used once and are then invalid. Discount codes may be linked to specific products or promotions and usually have a minimum order value. You can read about this in the terms and conditions of each discount code.

Can I change my order?

As long as you have not clicked on "Complete purchase" at checkout, you can add and delete items. As soon as you have completed the purchase, we will start processing your order. You can place a new order if you forgot something, or send the item back to us if there is something you do not wish to keep.

Can I cancel an order?

Unfortunately it is not possible to cancel an online order that you have already completed. However you are of course welcome to return any products you do not wish to keep within the 14-day timeframe of receiving your order.

Why have I not received an order confirmation?

An order confirmation will be sent to your email shortly after you have completed your order. If you have not received this email, please check if the order confirmation may have ended up in the spam folder. If it is not there, you are more welcome to contact our customer service by email or via our online ticket system and we will help you!

I cannot find the receipt, what do I do?

Receipts for orders on svadia.se will be sent to your email as soon as your order has left our warehouse. If you cannot find the receipt, it may have ended up in your spam folder.

Should the receipt not be there, you are welcome to contact customer service and we will send the receipt again.

Invoice & Prepayment

Invoice

We use Klarna Checkout as a payment solution. See below which payment options are available.

By clicking on "Complete purchase", you accept Klarna's terms and conditions and our terms of purchase .

Klarna Checkout presents certain information to you as soon as you are identified. No credit information is ever taken directly in Klarna Checkout, but if necessary depending on the payment option you have chosen. Credit information taken by Klarna does not affect your creditworthiness and can not be seen by others who request credit information about you, such as banks. If credit is not granted, you need to choose another payment method such as card payment or Klarna Direkt, or contact Klarna.

More information and complete terms and conditions about Klarna's payment methods can be found at klarna.se . For information about your payment, contact Klarna's customer service . You can also see your invoices and their payment status on klarna.se under My pages.

Payment against Klarna invoice with 14 days payment period. No invoice fee will be added. The invoice is sent via email in connection with the order being sent from our warehouse. To be able to pay by invoice, the order needs to be sent to your registered address, and you need to provide correct and complete personal information.

In the event of late payment, a reminder fee of SEK 60 and interest on arrears will be added. In the event of non-payment, the case goes on to Klarna's debt collection company Segoria and statutory debt collection fees are added.

Partial payment

You can pay part of your invoice via Klarna account. Pay in installments from 1/24 of the order amount, however at least SEK 50 per month. You can pay off the entire remaining debt at any time, which will automatically close your account with Klarna. Full terms can be found at Klarna.

Klarna Direkt

With Klarna Direkt, you can easily pay directly at the checkout with a mobile bank ID. The money is deducted 1-2 days after we send your goods. Activate the service by logging in to klarna.se and registering your account.

Card payment



Secure card payment with VISA and Mastercard / Eurocard and American Express. No card fees will be added. No card details are stored with us, they are saved with our partner Klarna. Card payments handled by Klarna are PCI-DSS certified.


Delivery

Delivery Costs

Delivery costs start from SEK 69. The cost varies depending on how heavy your order is and what choices you make to tailor your delivery.

How do I track my delivery?

When your order is sent from our warehouse, you will receive a delivery confirmation to your e-mail address. The delivery confirmation contains a tracking link that you can click to track your shipment. If you have not received a delivery notification but see via the tracking link that the package has reached the postal agent, you can pick up the package with package ID/tracking number/serial number and your personal ID.

Collecting my delivery



To collect your delivery, you need your ID and the number you find in the SMS or e-mail notification. If you have chosen notification by letter, bring this and your ID to the agent. If someone else is collecting the delivery, they need both your ID as well as their own ID.

The shipment is with the postal agent for 14 days before it is returned to us. We reserve the right to charge the costs of shipping and handling if the package is not picked up. The cost for this is up to SEK 100 depending on the weight of the package. Please note that if you regret a purchase and want to return the item, it usually pays to contact us, pick up the package and make a regular manual return.

Delivery Options

We deliver all over Sweden. When you place your order you choose to which address the delivery is made.

Why have I not received all the goods in my order?

If you have ordered a larger order, we may sometimes need to send these in different packages, which means that you will receive a notification for each package. Sometimes the second notification is mistaken for a reminder and it is easy to think that an item is missing even though it is in fact available from the postal agent. You might want to double check if you have been notified of different packages.

Should a product be out of stock, it will be deleted from your order. It will be shown on your digital receipt and your delivery note that this item is not included in the package. Any reserved amount in your account is released or an update of the issued invoice takes place.

Is your item missing even though it is on both the receipt and delivery note? Contact customer service and we will figure out what may have gone wrong.

Where is my order?

Delivery times may be extended if unforeseen delays occur along the way. If you a concerned or have questions feel free to contact our customer service.


Returns & Refunds

14 days right of return

You can always return a product within 14 days after the package has been picked up at the postal agent, sales items included. Please note that open purchase and right of withdrawal only apply to goods in saleable condition where all price tags remain on the product. It does not apply in the event of broken packaging unless this is necessary to try or inspect the product. If you want to exchange an item, you return it to us and order a new one at svadia.se. As soon as we have checked your return, we will refund the money for your initial purchase.

I do not have a return slip and return label, what do I do?



Have you already put the return slip and return label in the recycling bin? Contact our customer service and we will arrange a new one for you.

Can I return items from different orders in the same package?

Absolutely, it is fine to return products from different orders in one and the same return package. Just remember to include a completed return slip for both orders in the package, so that we may register your return. Be sure to contact customer service so that we can note that your orders are sent in the same package.

Have you received my return?

You will receive an email confirmation as soon as we have received your return. Then your goods will be assessed and handled. Remember to always ask for a delivery receipt from the postal agent that shows that you have sent back your return. Note that it may take between 1–2 weeks before your return is registered with us.

Refunds

We cooperate with Klarna regarding all payments for purchases regardless of payment method. When you return your order to us, we make a return assessment, adjust your payment upon approved return and Klarna will send you a confirmation via email and handle the refund. You can read more about Klarna's repayment policy here.

The timeframe for repayment varies depending on which payment method you used. If you have chosen card payment, direct payment, or bank account via Klarna, a refund will usually be made within 5–7 banking days of Svadia receiving your return. If you have chosen Klarna invoice as payment method, it can take up to 20 banking days.

Refunds using Klarna Invoice

Svadia will update the invoice when your return has reached us. As soon as the adjustment is made, Klarna sends you a confirmation email. If you have chosen to keep parts of the order, you will receive an updated invoice to pay for the goods you have at home. On the updated invoice, a return shipping of SEK 49 will be added. If you have already paid the invoice, you will be refunded the difference within 20 working days.

If you have chosen Klarna invoice as payment method, you can pause your invoice while waiting for us to receive your return. You can easily pause your invoice by logging in to klarna.com or in your Klarna app. Click "Report return" on the invoice in question, followed by "I have returned my goods". Then the invoice is paused, and you do not have to worry about it falling due while you wait for us to handle the return.

User Account



Is my information protected on Svadia's website?

Your personal information is protected in accordance with our privacy policy. Svadia will only use it for matters concerning orders and customer support, it will never be disclosed to a third party. If Google recommends changing your password on our website, it is not because of a data breach on svadia.se. This is a Google Chrome feature that verifies if the passwords of all the websites you have logged in to have been part of a known data breach. When you logged in to our website, Google Chrome perceived that your password or username may have been exposed in a data breach. Please visit the Google Security Blog for more information. The article is in English, but you can use Google's translation function to read the content in Swedish.

Change user information



"Log in to your account and click on "" My user information "". On this page you can change your first and last name, gender, date of birth, password, which email address is linked to the account, and your mobile number.

Under "" My addresses "" you can update your invoice and delivery address. When you change address, the address for already made, does not change only for your future orders.

How to reset your password



If you have forgotten your password, click on the button below! Enter your email address and you will receive an email with a link. Follow the link to create a new password.

Did you not receive an email?

Our system may have blocked you because you tried to log in several times with the wrong password. The block will release after 24 hours, at which point you can reset your password again.

Have you waited 24 hours and still do not receive a password email? Our customer service can send you a new password.

How do I delete my user account?

If you want to delete your user account, please submit your request via your user account

Please note that we can only delete your account if:

There are no open invoices to pay

There is no pending or ongoing outgoing refund

There is no credit in the form of a gift card in your user account

There is no ongoing delivery

If your user account does not meet the above conditions, we will not be able to delete it immediately. If possible, we ask you to resolve the above issues. For open refunds and orders that are currently being delivered, we ask for your patience. If you placed an order less than 30 days ago, your account will be deleted as soon as your 100-day right of return is over.


Newsletter

Svadia newsletter

When you subscribe to our newsletter you will receive the latest news from the handicraft world twice a month. The newsletter also contains information about promotions and offers as well as exclusive discount codes for shopping on svadia.se!

Start subscribing to our newsletter today! If you already have a user account with us, the easiest way to sign up for the newsletter is via your user account. Click on the " My newsletters " heading to see newsletter settings. Then click in the box and "Save changes". Remember that the first email linked to the newsletter can take a couple of days!

Where is my newsletter?

Did you remember to click on the link in the confirmation email? Subscribing to the newsletter will only be completed after you have clicked on the link.

Perhaps you have a spam filter which has mistakenly marked our newsletters as spam? This can also prevent you from receiving other emails from Svadia (for example, order confirmations), so it's a good idea to check your settings. Be sure to enter message@my.svadia.se in your address book, so that you will receive our newsletter in your inbox in the future.

Why do I get a newsletter even though I don't subscribe it?

In addition to the newsletters, we also send out personal product recommendations. The recommendations are based on your most recent purchase and are sent out four times a month but these are not newsletters. If you do not wish to receive product recommendations, feel free to unsubscribe at any time via the link in the email.

Unsubscribe from Svadia newsletter

If you want to unsubscribe, you can do so either via the link at the bottom of the newsletter or directly in your user account under " My newsletters’’.


Customer Service

More questions?

Contact our customer service here!

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