FAQ

Yes, all prices for our products are inclusive of VAT.

Contact our customer service via email at contact@svalanlogistik.com or by phone at 063-12 27 00 if you need assistance with canceling your order. Please reach out to us as soon as possible, as your order cannot be canceled once it has been picked, packed, or shipped.

Removing a product or making changes to the color or size may be possible if your order has not progressed too far in our packing process. However, it is unfortunately not possible to add products to your order.

If you want to add something to your order, it’s important to contact us immediately, before the order has been packed. The easiest way to do this is to cancel the original order and then place a new one.

Please contact our customer service for assistance if needed.

If you wish to return a product, please fill out the return slip that came with your order and send it back using the return shipping label provided. Once your return is processed, we will credit the amount to your account.

For customers in Sweden: If you have chosen invoice as your payment method, you need to report the return to Klarna via their app or customer service. Your invoice will be paused until we have processed your return.

An order confirmation is always sent to the email address you provided when placing your order. If you haven’t received a confirmation, please check your spam folder to ensure it hasn’t ended up there or verify that you entered the correct email address.

If you do not pick up your package and it is returned to us by the delivery point, we reserve the right to charge you for the associated costs. Currently, the fee is:

• 200 SEK in Sweden

• 20 Euro outside of Sweden

The fee covers return shipping, processing fees, and handling costs.

If you have changed your mind, you need to collect the package and return it to us. You can find information on how to make a return under the “Returns” section.

Payment security is a matter of high priority. Svalan Logistik uses payment solutions from Klarna Bank AB, PayPal and Stripe.

• For purchases from Smedbergs’ online store in SEK with a delivery address in Sweden, Klarna AB’s payment solution is used.

• For purchases from Smedbergs’ online store in EUR, payment solutions from Stripe and PayPal are used regardless of the delivery address (both in Sweden and elsewhere in Europe).

All payment solution providers are authorised to offer financial services.

Your invoice will be sent to the email address you provided when placing your order.

For customers in Sweden: You can also view your invoice by logging into “My Klarna” on their website or through the Klarna mobile app.

We aim to deliver the goods within 3-5 business days.

Note! During long weekends and periods of high order volume, delivery times may be extended. However, we do our best to ensure you receive your package as quickly as possible. Orders placed on public holidays are processed on the next business day. If an item is out of stock, this will be indicated next to the product. All deliveries include a specification of what you have ordered.

In Sweden, orders are delivered through PostNord, outside Sweden, orders are delivered through UPS.

All purchases incur a shipping cost which is:

• SEK 99 in Sweden and

• EUR 9.90 outside of Sweden but within EU.

• Outside EU the shipping cost is 12 Euro.

Svalan Logistik AB don’t deliver to Canary Islands.

Shipping costs are never refunded.

Yes. We deliver to the following countries: Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland.

*Svalan Logistik AB does not deliver to the Canary Islands.

If there is visible damage to your package, please report it immediately to your pickup point when collecting the package. They must receive the report on the same day to process the matter

It’s also important to take photos of the package and the packaging before opening it, and then also of the product(s) once unpacked.

Contact us via email at contact@svalanlogistik.com as soon as possible and include photos and a description. We will initiate a claim. We need to receive this information from you within 3 days to notify the carrier.

Neither Smedbergs, Svalan Logistik AB, nor PostNord charge any additional fees after you have placed your order. Shipping costs are clearly stated in your order confirmation.

If you have received an SMS or email stating that you need to pay extra to receive your package, it is most likely fraudulent. Unfortunately, scam messages sometimes circulate via email and SMS, claiming to be from the carrier of your package. Do not click on any links if you are unsure of their legitimacy.

We offer a total of 30 days for free returns, consisting of a 14-day right of withdrawal and an additional 16 days of extended return period. This is counted from the day you pick up or receive your order until you return the package to the postal agent.

If you wish to exchange a product, you need to place a new order for the desired item.

Return the product you do not wish to keep by filling out the return slip that came with your order and sending it back using the return shipping label provided with your order.

We will credit the amount once your return has been processed.

If you no longer have the return slip, you can write the following information on another piece of paper and include it:

• Order number

• Name

• Phone number

• Reason for return

Think about this:

• Pack the item carefully to avoid any shipping damage.

• We recommend sending the return with tracking and requesting a receipt that includes the parcel ID from the drop-off location. This makes it easier to track the return shipment if needed.

• Label the return with your order number.

Send to: 

Svalan Logistik AB
Gärdsgårdsvägen 2
831 77 Östersund, Sweden

Otherwise, follow the same steps as under “How do I return a product?”

Returns are paid by the customer.

Svalan Logistik naturally covers the return shipping costs for defective items or items that have been packed incorrectly. Svalan Logistik only accepts returns of products purchased via Woolpower’s webshop.