Customer Service Customer service FAQ HOW CAN I BE SURE YOU RECEIVED MY ORDER? You’ll get an email confirmation of your order. When your order is ready to be shipped we will email you the receipt. CAN I TRACK MY PACKAGE? Absolutely. As soon as your order is on its way, we’ll send you an email with the delivery info and a tracking number you can use to keep an eye on it at the forwarder tracking page. CAN I CHANGE THE CONTENT OF MY ORDER? Once we’ve confirmed your order, we are not able to change it, sorry. If you want to buy something else, you can create a new order. Or if you’ve changed your mind, just send the stuff back to us as soon as it arrives and we’ll refund your payment. MY PACKAGE HAS ARRIVED BUT IT’S NOT WHAT I ORDERED! WHAT’S GOING ON? Just contact customer service if you think there’s been a mix up, and we’ll sort it out. CAN I SHOP AT www.henrikstensoneyewear.com IF I’M UNDER 18? Afraid not, but we’re sure you can sweet talk an adult into helping you! Payment CARD PAYMENT You can pay securely using your VISA or Mastercard, with no additional fees. PAYPAL You can also pay with your PayPal account, or by using a debit or credit card via PayPal. IF I RETURN MY STUFF, WHEN WILL I GET MY MONEY BACK? We will refund your payment as soon as we receive the package back. It should be in your account or on your card (however you originally made the payment) within 5-9 days depending on your bank. Shipping HOW MUCH DOES SHIPPING COST? If you buy from us with standard shipping, then shipping are always free. But if you prefer to do express freight, prices are as follows: Shipping costs and delivery time UPS Standard EU (free), 4-6 days UPS Express EU + 15 Euro, 2-3 days UPS Standard World + 12 USD, 4-6 days UPS Express World + 25 USD, 2-3 days These prices apply regardless of the size or weight of your package. For same day shipping, just place your order before 13:00 CET on a weekday (excluding Swedish public holidays, see what days they are here), your package will be shipped the same day. HOW LONG WILL IT TAKE? For standard delivery, your stuff will be with you in 4-6 working days. RETURNS WHAT IF I CHANGE MY MIND ABOUT MY ORDER? If you change your mind about your order within 14 days, just send it back to us for a full refund. The product box must not be opened and the product box label/seal must be unbroken. HOW DO I RETURN A PRODUCT? No problem! You need to contact Customer service by email. You’ll have a return freight note to stick that on the consumer box along with the product you’re returning (with unbroken sigil/label on the consumer box), and you’re all set! Then you just need to take the package to the nearest collection point (find that here) and don’t forget to hold onto the receipt they give you there. As soon as we receive the package back, your refund will be on your card or in your account (however you originally paid) within 5-9 days, depending on your bank. THE PACKAGE WAS DAMAGED/ALREADY OPENED WHEN I RECEIVED IT Oh no! Just let us know what happened and send the defective product back for a replacement or full refund. WHAT HAPPENS IF I DO NOT COLLECT MY PACKAGE? There is a fee of $5 for packages that are not collected. COMPLAINTS AND RECLAMATION If something has gone wrong with your order or it was damaged in transit, please get in touch so we can replace or refund your order as quickly as possible. If you have had any other issues with the service you received, please don’t hesitate to contact us so that we can investigate for you! Just email firstname.lastname@example.org with the details (including the order number if it’s about a specific order). We’ll get straight to work looking into it.