All FAQs
Black Week
Does the discount apply to all purchases?
The discount only applies to purchases made during Black Week. If you have purchased something before the campaign, you can return the item if it is unused and complete with all accessories. You must then place a new order during the campaign, 24–30/11.
When is the BlackWeek discount valid?
Members and subscribers to our newsletter will receive pre-access on Sunday, November 23. The Black Week campaign will then be available to everyone from November 24–30.
Can I change my order or add a discount afterwards?
No, orders cannot be cancelled or changed during Black Week. If you have an order without a discount, it will need to be delivered and returned. A new order must then be placed during the promotion. Discounts cannot be added afterwards and the promotion cannot be combined with other discount codes. Gift cards can be used as usual.
Which products are eligible for the discount?
The discount applies to all products in stock during the campaign. It is not possible to reserve or pre-order items online. The campaign is valid both online and in our stores and it is the same offer at all locations.
Out of stock?
The discount only applies to products that are in stock during the campaign. Unfortunately, we cannot reserve items, but your right to return and exchange is not affected by stock balance as long as the exchange is within the applicable exchange rights.
During Black Week, deliveries may take a little longer.
We can never guarantee delivery on a specific day or before a specific date. Please note that the delivery date shown at checkout is only an estimate and does not take into account holidays, high pressure or possible delays.
Exchange of goods purchased during Black Week
If you want to exchange an item with a discount, it must be for a product of the same value that is in stock. If you want to exchange for an item with a different price, you need to make a return and place a new order - then no new discount will apply. The same rules apply if the item is a gift. We have extended the right of exchange and return between 16/11 until 16/1.
What payment options does Skultuna offer?
We accept major credit cards, Klarna Invoice, Klarna Instalments and PayPal, for payment options.
Can I change or cancel an order I just placed?
It’s not possible to make changes to an order that has already been placed, but it is possible to cancel it if processing has not begun yet. To request cancellation, contact our customer support team via chat, email or phone and they will contact the warehouse to check the status of your order.
If processing has not begun, they will help you cancel it so you can place a new order with the correct information.
If the warehouse has started processing your order, it’s not possible to have it cancelled.
If cancellation is no longer possible, you are welcome to return the order within 30 days of delivery. All returns are free of charge and must be registered in our Return Portal.
I haven't received my order confirmation?
An order confirmation is sent to the email address you provided at checkout immediately after your order is placed. If you don’t see it in your inbox, please check your spam or junk folder.
If you haven’t received an order confirmation within 15 minutes, please contact customer support at help@skultuna.com to see if your order was successfully processed.
What is Skultuna’s Return Policy?
All items may be returned within 30 days of delivery. Please note that items with added personal engraving cannot be returned or exchanged.
All returns are completely free of charge and must be registered in our Return Portal. Once your return is registered, you will receive a shipping label and detailed instructions on how to complete the return.
As a customer you’re entitled to try and return items, but be aware that you cannot return a used product. The product must be as new and all parts, including the black gift box, must be returned. Otherwise, we cannot process the errand.
What is Skultuna’s Exchange Policy?
All items may be exchanged within 30 days of receiving an order. Be aware that items with added personal engraving cannot be exchanged or returned.
Exchanges are completely free of charge and are carried out by you registering the errand as a return in our Return Portal.
Once your return is registered, you will receive a shipping label and detailed instructions on how to proceed. When we have received and processed your return, you will be refunded for the item. Once refunded, you can place a new order for the desired product.
Please note that the refund always goes to the same account that was used at purchase.
The order didn't go through but my card was charged - what should I do?
The payment will not be charged until the order is shipped from our warehouse. Until then, only a reservation of the amount is made on your card or account. This reservation will disappear after a short time if the order has not gone through properly.
If you experience any issues with the payment, please contact Klarna, our payment provider, directly. For privacy and security reasons, we do not have access to your payment information, only Klarna can view these details in their system.
How will I be refunded if I return an item purchased with a gift card?
If you return an item paid with a gift card, the amount will automatically be refunded to the same gift card when we have received and processed the return.
Use the same gift card code as before to access the refunded amount.
How long is the delivery time?
Standard shipping to Norway typically takes 2-3 business days, while express shipping is 1-2 business days. Engraving adds an additional 1-2 business days to your delivery time.
Skultuna dispatches all orders immediately but cannot predict any delays that may occur after the order has left our warehouse. Any such delays does not grant any refunds.
How can I track my delivery?
You will receive an email with tracking details once your order has been dispatched, allowing you to follow the delivery.
If you haven't received the tracking email, please contact our customer support team at help@skultuna.com.
What does shipping cost?
We offer free shipping worldwide. For orders to Norway, VAT, import fees and duties are included in the price and no extra costs will be charged upon delivery.
Express delivery with DHL is available at check out for an additional fee of 143NOK.
What shipping options does Skultuna offer?
We offer free standard shipping with UPS and DHL on all orders.
Express delivery with DHL is available at check out for an additional fee of 143NOK.
Do I have to pay VAT, duties, and taxes on my order?
No, for orders to Norway, VAT, import fees, and duties are included in the price and no additional costs will be charged upon delivery.
How long is the delivery time for items with personal engraving?
Items with personal engraving typically require an additional 1-2 business days for processing.
Please allow 3-6 business days for delivery of engraved items, depending on your chosen shipping method and destination.
What happens if I don’t collect my package?
If you don’t collect your package within the pickup timeframe, it will automatically be returned to us.
Unfortunately, we are unable to re-ship packages that are automatically returned which means you will receive a full refund once the return has been received and processed. If you still wish to receive the item, you will need to place a new order via our website.
Please note that processing times for automatically returned packages are longer than for returns registered through our Return Portal.
How do I place an order for delivery to someone else?
Here is a step-by-step guide to placing an order for another recipient:
1. Start by adding the products to your cart and proceed to checkout as usual.
2. Under the "Contact" section, enter the recipient’s email address. If it’s a gift and you don’t want the recipient to see the prices, enter your own email address instead.
3. In the "Delivery" section, first select the country of destination, then enter in the recipient’s full name and address. It’s important that the name matches the recipient’s ID, or they may not be able to collect the package.
4. Choose your payment method and complete the purchase.
Please note: If you're shipping to a country outside the EU (except for the UK and Norway where all fees are included), VAT, import duties or other fees may be applied upon delivery. These charges must be paid by the recipient in order to receive the package.
How do I place an order to another country?
Here is a step-by-step guide to placing an order to another country:
1. Start by adding the products to your cart and proceed to checkout as usual.
2. Under the "Delivery" section, select the country of destination.
3. Enter the shipping details for the chosen country.
4. Choose your payment method and complete the purchase. Please note that the payment must be made in the currency of the selected country.
5. Once the order is completed, an order confirmation will be sent to the email address you entered at checkout.
Please note: If you're shipping to a country outside the EU (except for the UK and Norway where all fees are included), VAT, import duties or other fees may be applied upon delivery. These charges must be paid by the recipient in order to receive the package.
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Is it possible to extend the return and exchange period?
No, our standard return and exchange period is 30 days from the date you receive your order.
However, we usually offer an extended return and exchange period during certain holidays, such as Christmas and graduation season.
Can I exchange a product that I purchased online in-store?
Yes, you are welcome to exchange an item in one of our official Skultuna stores, provided that you can present proof of purchase, such as your order confirmation. Please note that refunds for products purchased online cannot be processed in-store. This means that the exchange must be made for an item of the same value or higher.
Can I return or exchange a product with personal engraving?
No, products with personalised engraving are not eligible for return or exchange.
How long does it take for my return to be processed?
From the moment your return is shipped, it may take up to 14 business days for it to be processed, although in most cases, it's usually faster than that.
Once the return has been processed and approved by our warehouse, you will receive an email confirmation and the refund will be initiated.
After the refund has been initiated, it may take up to 10 business days for the amount to be back in your account.
How do I make a claim?
All claims must be registered in our Return Portal in order for us to assist you and approve your request.
The following is a step-by-step guide on how to submit your claim:
1. Go to the Return Portal by clicking here.
2. Enter the order number and the email address used at the time of purchase.
3. Press the "Claim" button next to the product you wish to make a claim for.
4. Upload photos of the issue and provide a short description before pressing "Next".
5. Press "Submit".
We will get back to you with an update regarding your case within 1-3 business days from the date your claim was submitted.
If you encounter any issues during the claim process, feel free to contact our customer service team at help@skultuna.com and they will be happy to assist you.
What is Skultuna’s warranty policy?
We offer a 12-month warranty on all products. This warranty covers free replacements of products with defects caused by manufacturing or material faults. It does not cover normal wear and tear and assumes the product has been used with reasonable care.
Your payment receipt or order confirmation serves as the warranty certificate. Please keep the email you receive after purchase or print and store it in a safe place.
It is important to note that Skultuna’s products are mostly handmade. Minor variations between products are to be expected and are not grounds for a claim.
How long does it take for my claim to be processed?
Your claim will be processed within 1-3 business days from the time it has been registered.
Once the assessment is complete, you will receive an email informing you whether your claim has been approved or rejected, along with details about the next steps in the process.
What should I do if my package is damaged during shipping?
If your package is damaged upon delivery, please report it immediately to the carrier who handled the shipment. Make sure to take clear photos of any damage to the outer packaging as well as to the product itself.
Next, submit a claim via our Return Portal, including a description of the issue and the photos of the damage. Once your claim has been reviewed and approved, we will send you a replacement item.
Can I add special characters or exceed the character limit when ordering engraving?
No, unfortunately it's not possible to add special characters or exceed the predefined character limit when ordering engraving.
How to I attach the flag on Flagpole Classic?
To attach the flag, start by threading the cord through the top hole of the flagpole, followed by the hole directly below it. Then raise the flag all the way to the top and secure the cord by tightening it at the base of the pole.
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How to I hang my Reflex Sconce?
We recommend mounting the Reflex Sconce using the type of fixture that best suits your wall, such as a nail or screw.
Leave part of the nail or screw protruding from the wall, and hang the sconce using the bracket on the back.
How do I open my Leather Bracelet?
Most of Skultuna’s leather bracelets have a double-lock mechanism, ensuring a secure fit.
To open it, pull the metal ends apart. At first, the lock may be tight and require some force to open. In some cases, gently twisting the parts while pulling can help.
Make sure to hold the metal parts, not the leather, when pulling to avoid putting stress on the connection between the leather and the metal.
How do I open my Omega Bangle?
To open the bangle, press the protruding pin and and gently turn it to the left. This will allow you to easily remove the bracelet from its bracket.
To reattach the bracelet again, ensure the small pin is aligned with the bottom part of the lock. Press it in and twist until you hear a clear click. The clicking sound confirms that the clasp is securely locked in place.
Does Skultuna’s jewelry contain nickel?
Skultuna’s jewelry contains a small amount of nickel, but the amount is so little that it's classified as nickel-free according to European standards.
How do I care for my Brass product?
Brass is a living material that changes over time. It naturally tarnishes and darkens, and may develop marks from moisture or fingerprints. Regular polishing is recommended if you wish to maintain its shiny surface.
For polishing, we recommend Skultuna Polishing Paste, a gentle formula with a mild abrasive.
Apply the paste with a dry, soft cloth. For stubborn stains, let the paste sit for a few moments before polishing. For best results, use a small amount and repeat the process rather than applying too much at once.
We do not recommend water-soluble or water-based polish, as it can leave stains if the surface is not dried thoroughly.
You can find our general care instructions here.
How do I care for my Silver Plated home decor?
Silver naturally oxidizes over time when exposed to air, gradually turning yellow and then black. To maintain its bright shine, we recommend polishing the surface regularly with a specific silver cleaning product, for example a silver polishing cloth.
For more stubborn stains, we suggest gently polishing with Skultuna Polish Paste.
However, avoid doing this too frequently, as the item is plated and excessive polishing may wear down the surface.
You can find our general care instructions here.
How do I care for my Gold Plated jewelry?
For Gold Plated jewelry, we recommend cleaning with water and mild soap. Dry thoroughly with a soft cloth.
Avoid having your item come into contact with water, perfume and similar substances to prolong its lifespan.
Avoid using brass polishing paste on gold plated items, as it can remove the plating and reveal the base material underneath.
You can find our general care instructions here.
How do I care for my Silver Plated jewelry?
We recommend cleaning your Silver Plated jewelry with specific silver cleaning product, for example a silver polishing cloth.
Avoid having your item come into contact with water, perfume and similar substances to prolong its lifespan.
Avoid using brass polishing paste on silver plated items, as it can remove the plating and reveal the base material underneath.
You can find our general care instructions here.
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