Placing an order
HOW DO I PAY?
To get your hands on a Krusell product you could either pay with: VISA, Mastercard, Eurocard or American Express via PayEx. You can also use PayPal or Klarna.
IS IT SAFE TO PAY BY CARD?
We use 3D Secure, which makes card payments secure. We at Krusell can not see your card information or in any way save it. All our transfers are running with encrypted connection.
DO I PAY VAT ON MY PURCHASE?
If you are a customer living in a EU-country; When placing an order in our webshop, the price will include VAT. Your payment will include VAT and shipping cost. No additional cost will be charged once the package reaches your destination country.
I PLACED AN ORDER AND NOTHING HAPPENED
I am happy to hear you are about to be a proud owner of a Krusell product!
Please try deleting your cookies and then open a new web browser, this usually solves the problem.
If you wish to pay with Klarna, please make sure all details are correct according to skatteverket. This payment method might require you to include your apartment number to proceed.
If this still does not work, please contact our Customer Service.
HOW DO I USE MY DISCOUNT VOUCHER?
To use a discount voucher please apply it when viewing the shopping cart, before proceeding to the checkout.
All discount vouchers are only valid on full price products and not to be combined with other offers unless said otherwise.
WHERE DO YOU DELIVER?
We deliver our Krusell product worldwide! They are shipped from lovely Sweden, the Northern part of Europe.
HOW LONG IS YOUR DELIVERY TIME?
We send all our products by standard mail. Delivery time in Sweden is 1-2 days for express delivery and 2-5 days for standard mail. The estimated time of delivery to Europe is 4-8 business days. Outside Europe, 7-15 business days with standard shipment.
WHAT ABOUT CUSTOMS?
For customers living in a EU-country; No, you don’t have to pay import or customs fees. The EU is a customs union, meaning that no duties are collected among the member countries.
For customers living in a non-EU country; Yes, you may be charged import or customs fees, depending on the laws of the particular country.
Any customs or import duties are charged once the package reaches the destination country. Additional charges for customs clearance would have to be borne by the recipient; we have no control over these charges and cannot predict what they might be. Since customs policies vary widely from country to country, it is recommended that you investigate the relevant local laws in your country.
If you are a customer living in a non-EU country; When placing an order in our webshop, you will not be charged for VAT. Once the package reaches your destination country, you might have to pay for additional import duties, customs clearance and VAT. Since customs policies vary widely from country to country, we cannot predict what the additional charges might be. Contact your local customs office for further information.
WHAT HAPPENS IF I CANNOT COLLECT MY PACKAGE IN TIME?
All our carriers have different regulations regarding how long they are able to hold your package for you.The best thing is to contact your carrier or local post office as soon as possible to try to rearrange the order delivery best suitable for you.
If the package is not collected in time, it will get sent back to our warehouse in Stockholm, Sweden where upon we will contact you to solve this the best way possible.
WHAT ARE YOUR MEASURES AGAINST FAKE ORDERS?
Krusell logs all IP numbers that place orders. All fraudulent orders are reported to the police.
CAN I CANCEL MY ORDER?
We strive to deliver your goodies to your door step as quickly as possible, so there is only a very small window to mend a blunder. But of course If it has not yet been sent out, we will do everything we possibly can to cancel or change your order. Please contact our Customer Service with the following information:
- Your order number
- Why you wish to cancel it
HOW DOES YOUR ORDER CONFIRMATION WORK?
After making an order, we send a confirmation to your email address. Be very careful that you entered the correct email address.
On the order confirmation you will see all information about the orders you have placed.
I AM NOT SATISFIED WITH THE ITEM, CAN I RETURN IT?
Of course you can! You have 14 days right under Swedish distance selling law to return your item. You must contact customer service before returning your item. You have the right to examine the goods you have purchased. But to cancel the purchase your item must be in the so-called essentially unchanged condition. Due to hygienic reasons your item cannot be used or tested.
If you receive your goods and discover that it does not match the one you ordered, if it is damaged, or have other defects, please contact the customer service directly, but within 14 days after you received your item. Please describe what is wrong with the product. Have your order confirmation on hand to facilitate customer service.
You will agree with the customer service about what you want: Refund or new product. If you choose a refund, we will transfer your money within 30 days. If you have made the purchase with cash on delivery, we will also pay that fee.
You will get the address where to return the item and as soon as we receive the item and approve the condition, we will send you a new product or refund your money. You will have to pay for the return shipment cost.
HOW DO I GET WARRANTY SERVICE?
Krusell provides a lifetime warranty. If you wish to make a Warranty Claim, you need to provide proof of purchase and affected part. Please proceed as following:
- If bought at a retailer, the first step is to go back to the store of the purchase and make your Warranty Claim there, please bring your broken product and your receipt.
- If the retailer is unable to exchange your product, please contact our Customer Service for further help.
- If bought at our online web-shop, please visit Customer Service to file your complaint. Make sure to include all details described and your cause. Once your complaint is with us we will contact you on how to proceed with the matter.
Any defective parts covered by the Limited Warranty will be repaired or replaced free of charge.
Replaced or repaired parts provided during the Warranty Period will be warranted for the remainder of the original Warranty Period or for sixty (60) days from the date of repair or replacement, whichever is longer.
DO YOU PROVIDE PREPAID RETURN LABELS?
Unfortunately, we can not provide free return shipment. You can use the postal service in your country and ship by cheapest method.
Please contact Customer Service for further questions.
DO YOU PROVIDE PREPAID RETURN LABELS?
All orders are sent by standard mail unless choosing otherwise and cannot be tracked.
Our Express delivery is carried out by FedEx or UPS who provides tracking number if wanted.