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 within Sweden, outside Sweden we have a set shipping fee for each country. To see your country’s fee, simply choose your country of delivery in the Checkout.

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 return a product I ordered?

We offer returns for 30 days after receiving the order. In your parcel, you will find a return form and within EU a return shipping label.

If you wish to exchange your product, please follow the steps below:

  1. Place a new order online before sending the return. The new order will be sent immediately.
  2. Fill out the return form with the new order number, important if you wish to have your shipping fee credited.
  3. Pack the product securely and if available, attach the return shipping label. Hand in at the closest DHL office/Post office.

Once the return is received and processed, we will credit the order to the card or account used at purchase. We will deduct 20 EUR for the return shipping fee when using our return shipping label. Only available within EU. If you have placed a new order and attached the order number, we will credit the shipping fee from the first order as well. If there is no order number we will handle it as a return.

Please note: You are responsible for the return until it reaches Skultuna, pack carefully and use a traceable shipping method. When you use Skultuna’s shipping label we will cover any loss along the way.

How do I pay for my order?

We offer payments by card through Dibs, 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 40 EUR/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 DHL 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?

The delivery time may vary depending on which country you reside, please check out our delivery & shipping information page and/or contact us if you need further assistance.

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