FAQ

How do I know if my order has gone through?

You will receive an order confirmation to the email address you used when placing the order. If it has not turned up within 15 minutes, check your junk mail. If you still can’t find it, please contact Customer service.

 

How much is the shipping fee?

We deliver for free world wide. This does not always include local VAT or import fees that may be charged before the delivery. Always check what the rules are for your country.

 

I'm sending a gift to a friend, will they need to pay anything on arrival?
Yes, local VAT and import fees must always be paid by the reciver of the parcel. The rule to send a Gift can only be used if you send the parcel as an individual. If you order the product to your self and then send it to the recipient you can mark the parcel as a Gift. You will then pay the VAT upon delivery to your self.

 

Can I make changes in placed order?  

If you want to make a change or cancel an order it is possible if we haven’t started packing it yet. Contact Customer service immediately, preferably on phone, and they will contact the warehouse for status. A processed order cannot be changed or canceled.

 

Can I exchange a product I ordered?

Exchanges are free. To exchange a product please register your exchange in our return portal so we can provide a freight label for you. We offer exchanges 30 days after receiving the order.  Please note that the product must be in the same condition as when you received it and the giftbox must be intact  to be able to complete a exchange

To register a exchange please use our return portal for further instructions.

Click here to register a exchange

 

Can I return a product I ordered?

Returns are free. To return a product please register your return in our return portal so we can provide a freight label for you. We offer returns 30 days after receiving the order. 

As a customer you have the right to try and return your product if it dosen’t live up to your expectations. Please note that if you wish to retrun a product it has to be in the same condition as when you received it.

To register a return please use our return portal for further instructions.

Click here to register a return

 

Do you have extended exchange rights during Christmas?

During Christmas, the right of exchanges and returns is extended from 15 November to 31 January.

 

How do I pay for my order?

We offer payments by card through Klarna or by PayPal.

 

What happens if I don’t collect my delivery?

Items not collected and returned to Skultuna will be subject to a fee of 20 USD which will be deducted from the credit made to the card used as payment. If you change your mind and wish to return the order, please collect it and have it returned with the proper documents.

 

Do I have to pay VAT, Duties & taxes on my order?

Orders to countries outside the EU may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. Skultuna does not collect VAT, duties and/or taxes on orders to countries outside the EU and we cannot predict what your charges may be. If you do incur any such additional charges they must be rendered for your package to clear customs. Please contact your local customs office or FedEx for more information.

 

My package arrived damaged, what do I do?

Damaged goods upon delivery must be notified to the courier and all damages recorded, both on product and on the boxes. After that, contact our Customer service for further help.

 

What is you warranty policy?

Warranty is according to consumer laws in the country where the product has been purchased. Please note the warranty does not cover the normal wear and aging of the product. The warranty does not cover any damage on any part of the product resulting from abnormal use, lack of care, negligence, accidents, incorrect use of the product and nonobservance of the directions provided by Skultuna. Please save the printed order confirmation. This order confirmation is your warranty.

Please note: The products from Skultuna are hand made and small variations may occure between products. Minor defects are to be expected as the products are not factory made and these are not covered by the warranty. If you are unsure, please send us images in an email and we will determine in each case.

 

How do I care for my product?

Brass is a living material that needs proper care to keep it’s finish over time. We recommend that you read our care instructions found here. Note that the instructions vary depending on your product is polished, etched, brushed or silver plated. Read carefully.

 

Can I track my shipment?

Yes, once your order is dispatched you will receive an email with tracking details.

 

How long is the delivery time?

Normal delivery time with standard shipping is around 14 days but it may vary depending on the country of destination. Please contact your local FedEx to learn more about delivery times to your country. If your  order is time sensitive we suggest you choose Express shipping. We ship all orders immediatelly but can not predict any delays that may occur after the order has left Skultuna. Any such delays in delivery does not grant any refunds. Please vistit www.fedex.com for current status on delivery times worldwide. After Black Friday the handeling and delivery times may be longer than normal.

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