FAQ - Frequently Asked Questions
Payment
Payment method
- Klarna
- Apple Pay
- Google Pay
- Visa/Mastercard/Maestro
- Shop Pay
I have received my goods, but no invoice
If you have chosen Klarna as your payment method, the invoice will be sent directly from Klarna, via email or in the Klarna app.
If you have not received your invoice or have questions regarding the payment, please contact Klarna directly.
Order
Has my order gone through?
It may take a while for the order confirmation to be sent. Please check your junk folder or contact us if you have not received it by the following day.
Can I change a product in my order?
It is not possible to change or add products to an order that has already been placed. In that case, we kindly ask you to place a new order for the desired item.
I have received the wrong product / am missing a product
Contact us at support@svalnordic.se and attach photos of the product and we will assist you further.
I would like to cancel my order
We cannot guarantee that a placed order can be cancelled. Please contact us at support@svalnordic.se and we will look into it.
Delivery
What delivery methods do we have?
At the moment, we use Schenker for delivery
Can I track my order?
You will receive an email with delivery information as soon as the package has been shipped from the warehouse
How long is the delivery time?
Our delivery time is between 2-5 working days, depending on where you live.
I have provided the wrong address for my order
We cannot guarantee the ability to change the delivery address on a placed order. Contact us at: support@svalnordic.se and we will take a look at it
I have received a damaged package
File a claim with the carrier and then get back to us with the case number and a photo of the damage, and we will help you further.
What happens if I don't pick up my package?
Packages that are not collected within the timeframe will be returned to us, and you will subsequently be charged a 100 SEK handling fee, which will be deducted from the refund.
Returns / Complaints
I would like to return my order, what is the procedure?
You have the right to return your purchase within 14 days of receiving your order
Can I exchange the product?
You can return an unopened product and then place a new order for the desired product. However, exchanges are not possible
How long does the return process take?
A return that has been processed and approved will be refunded within 14 days.
I would like to make a claim regarding a product
Contact us at: support@svalnordic.se with your order number and a photo, and we will take a closer look at it
Any other business
Our products
All our perfumes are created with 20% perfume oil, which provides a rich fragrance profile that lingers on the skin. The products are handled and manufactured with care in Sweden
How do I log in to my account?
At the moment, you cannot create an account, but it is coming soon! In the meantime, you are welcome to join the SVAL Circle to receive the latest news. You can do so at the bottom of the page
How do I leave a review?
After your order has been delivered, you will receive an email where you can review the product. You can also leave a review on Trustpilot or Google