THE SHORT VERSION OF OUR RETURN POLICY
• You can return the product within 30 days of delivery.
• The product must be in new condition with tags attached.
• International orders outside of Europe will be charged a $5 fee upon return.
• Want to switch to another size? Return the original for a refund and order a replacement.
• Did you get the wrong item or is it damaged? Contact us and we’ll sort it out 👍
• If a package is unclaimed you might have to pay a handling fee.
• Remember you can always reach us at email@example.com.
INTERNATIONAL RETURNS OUTSIDE EU
Please contact our support at firstname.lastname@example.org, with information on your order and what products you want to return and we’ll forward you the necessary information on how to proceed.
If you’re not completely satisfied with your purchase – return the products within 30 days. Fill out the return form included in the package and send it along with the items.
International orders outside of Europe are subjected to a $5 return fee. The return fee will be deducted from the total amount and then transferred back to the customer when the order has been fully received at our warehouse.
Keep in mind that the package is your responsibility; this includes the cost of the product itself. We, therefore, recommend using a delivery service that insures you of the value of the content.
Returned items must be in new condition with original packaging and tags. Please avoid wearing perfume or deodorant that could leave marks or scent on the product while trying it on. We won’t be able to accept the return where these instructions have not been followed.
RETURNING A PACKAGE
Simply fill out the included form and send it back in its original condition. Please use the same bag as it can be resealed to minimize environmental impact. You have 30 days to return your order and keep in mind to always ask for a receipt of proof after dropping off your return at a checkpoint.
If you by any chance didn’t receive a return label, please contact customer service and they will help you. We do not stand accountable if you as a customer decide to NOT use a return label that was made from us when returning your package.
Note: For international orders, keep in mind that you can only drop off your return at a checkpoint that provides DHL EXPRESS!
WANT TO SWITCH TO ANOTHER SIZE?
Fill out the form included in the package as with any return and place a new order with the preferred item.
TRANSPORT DAMAGE OR FAULTY ITEM
If the product is lost or faulty upon arrival, please contact us by e-mail at email@example.com and include the order number, pictures and a short description explaining the fault and we will get back to you as soon as possible. We will send out a new return label for you to use if your reclaim gets approved.
We do not approve products that are damaged as a result of daily use or products not purchased at our webshop.
As packages that aren’t picked up at your post office have to be sent back to us we reserve the right to charge you a handling fee to cover the return shipping costs.
DOMESTIC SHIPPING IN SWEDEN, PROCESSING AND DELIVERY TIMES
All our products are safely and quickly shipped with Postnord. Orders are processed Monday through Friday, 8 AM to 3 PM CEST, excluding major holidays, and are usually shipped 1-2 working days from when an order is placed. Please allow a minimum of 1-3 working days until delivery. The tracking number will be sent to you by email.
SHIPPING TO NORWAY, PROCESSING AND DELIVERY TIMES
All our products are safely and quickly shipped with Bring. Orders to Norway are processed on Tuesdays and Fridays. Your order have to be received by us before Monday at 12 p.m. to be included in Tuesday’s shipping, or Thursday at 12 p.m. to be included in Friday’s shipping. Excluding major holidays!
When the order has been sent from our warehouse, an e-mail with delivery confirmation will be sent to your specified e-mail address. The package should reach you within 4-7 working days, depending on where you live in Norway. If you haven’t received the delivery within 7 working days, please contact our customer service at firstname.lastname@example.org. We can’t guarantee delivery within the specified time, but we do our best.
INTERNATIONAL SHIPPING, PROCESSING AND DELIVERY TIMES
Orders are processed Monday through Friday, 8 AM to 2 PM CEST, excluding major holidays, and are usually shipped 1-2 working days from when an order is placed. Delivery time is usually 3-5 working days but may differ depending on the country of destination. The tracking number will be sent to you by email. If you haven’t gotten an email within 4 working days from the time you placed your order please contact email@example.com.
INTERNATIONAL SHIPPING OUTSIDE OF THE EU
International orders outside Europe will be sent with DHL Express and are shipped as “DAP”/“Delivered At Place” which means that your order may be subject to customs duties and taxes. True Gear is not able to answer any questions regarding the amount charged or any other customs/import-related questions as this is handled and governed by the destination country.
As soon as the order has been shipped the tracking number will be sent to you by email.
It shouldn’t happen but sadly sometimes packages are lost, stolen, or damaged and if it does happen to your order please contact the transport company as they are responsible for your package as soon as it leaves our storage facility. As soon as it’s dispatched you’ll have to track it using the transport companies tracking service and make sure you pick it up before it’s sent back to us. Calling the transport company directly can complete claims should any problems arise. Processing times range between 5-10 business days.
SHIPPING & FEES
All orders are subjected to a shipping fee:
• 39 SEK
• 50 NOK
• 50 DKK
• 5 EUR
• 5 USD
Free shipping is applied if your order total exceeds the following amounts:
• 899 SEK
• 899 NOK
• 899 DKK
• 89 EUR
International orders outside of the European Union are subjected to a $5 shipping fee. Free shipping is therefore never applied to orders outside of the European Union.