Frequently Asked Questions
How can I contact your customer service?
You are more than welcome to email us at ecom@ekelunds.se. We aim to respond to your email within 24 hours on weekdays.
What are your customer service hours?
We are open Monday to Thursday from 08:00 to 15:30, and Friday from 08:00 to 15:00.
What payment methods do you accept?
We have the following options: Visa, Mastercard, American Express, Pay, Apple Pay and Google Pay. We also have Klarna as a payment option where you can choose to pay directly, by invoice or use installments. Any costs for the different payment options at Klarna can be found on Klarna's website.
I haven’t received an order confirmation.
You should normally receive your order confirmation as soon as you complete your purchase. Check your spam folder, as it may end up there. If you still haven’t received it, please contact us for assistance.
I provided the wrong address; can I change it?
We begin processing your order immediately after it is completed, which means we cannot make changes such as updating items, delivery address, phone number, or email address. If you notice an error, call us immediately after placing your order, and we will help you cancel it.
If the wrong delivery address was provided, your order will automatically be returned to us by the chosen courier. If you change your mind about your order, you can return the items to us. More information can be found under “Returns and Complaints.”
When will my order be shipped?
Your order will be shipped from our warehouse as soon as it is packed, usually the same day (Monday to Friday) or the next day. You will receive a confirmation email once your order leaves our warehouse. If a product is out of stock, we will notify you of a new estimated delivery time via email.
Can I exchange an item?
Once your order is finalized, unfortunately, we cannot modify it. However, you are always welcome to return your order if there’s something you don’t want to keep.
My order was duplicated!
If you accidentally placed the same order twice, please contact us immediately so we can assist you. Call our customer service at 0320 - 20 90 00 and have your order numbers ready.
I entered the wrong email address/phone number!
Once your order is finalized, we cannot make any changes. If you notice an error, contact us immediately so we can help cancel your order.
Delivery & Shipping
What are the shipping costs?
UPS OUTSIDE SWEDEN: 9.50 EURO
What is your delivery time?
The standard delivery time is 1-5 days, depending on your chosen delivery method. If a product is out of stock, we will notify you of a new estimated delivery time via email.
What delivery methods do you offer?
Deliveries are made via UPS to their pickup points or directly to your address, depending on the selected delivery method.
How long will my package be held at the pickup point?
Your package will remain at the PostNord pickup point for 7 days. For unclaimed packages, a fee of 150 SEK will be charged to cover shipping and administrative costs. Please pay attention to notifications regarding your delivery.
Can I track my order?
When your package is shipped, you will receive a delivery confirmation with a tracking link. If you have the PostNord app, tracking will automatically be added to the app.
I didn’t receive an SMS notification from PostNord.
Always double-check that you provided the correct phone number, which you can verify in your order confirmation. It’s important to use a mobile number. If you mistakenly entered a landline number, you’ll receive the notification via email. The shipment number provided in our delivery confirmation also works for collecting your package from the selected pickup point.
Returns & Complaints
How long do I have to make a return?
If you are not satisfied with your purchase, we offer a 14-day return policy. You can return your items within 14 days of receiving them. A return label is included with your order, and the return shipping cost is 55 SEK (this does not apply to complaints). We will refund you within 14 days of receiving the item in its original packaging and unused condition.
How do I return my purchase?
To make a return, use the return label included in your package and send the item back with PostNord. Carefully pack the items you wish to return and attach the provided return label to the package. When you hand in your return, you will receive a receipt. Keep this receipt until you receive a return confirmation from Klarna.
How do I file a complaint about a product?
If you received a defective product, please contact our customer service to let us know. Carefully pack the defective item and use the provided return label for the return. Once we have inspected the defective item, we will send you a replacement. We will cover the return shipping cost for complaints.
What should I do if I received the wrong item?
If you received the wrong item, please contact our customer service (info@ekelunds.se), and we will assist you further.
My package was damaged upon arrival – what should I do?
If your package and/or its contents were damaged during delivery, report the damage to the courier on-site immediately. If you discover the damage after opening the package, please contact our customer service to inform us, and we will assist you.
Products
Do your products shrink after washing?
All our products are delivered with extra dimensions.The stated measurements are approximate and indicate the size the product should retain after washing.
What are your care instructions for your products?
You can easily find all our care and washing instructions here: ekelunds.se/tvattrad