We only deliver within Sweden, more countries will be added soon

FAQ/Common questions

I can’t find a particular product in the online store. Is there any chance I can find it somewhere else?

Yes! Contact your nearest retailer and ask if they have it. The product page has a feature that shows which stores have purchased our products for this season. Contact the store to ensure that they have your size left.

You can also email us at customerservice@hansenandjacob.com and ask if we can in any way help you find your product.

How do I find my size? / How do I know which size suits me?

Take a look at each product's dimensions table to find out which size is right for you. If you have further questions, please contact us and we will assist you. Here is our contact information.

Hur returnerar jag en produkt? 

You have an open purchase for 14 days after the order has been completed. During this time, you can return the item and get a refund of your order. The item must be returned to us in perfect condition with a completed return form The shipping costs on returned goods are free of charge if you use Hansen & Jacob's prepaid shipping form. Refunds for returned goods will be made as soon as possible to the buyer's credit card.

How do I return a product?

You have an open purchase for 14 days after the order has been completed. During this time, you can return the item and get a refund of your order. The item must be returned to us in perfect condition with a completed return form The shipping costs on returned goods are free of charge if you use Hansen & Jacob's prepaid shipping form. Refunds for returned goods will be made as soon as possible to the buyer's credit card.

How do I exchange an item?

We charge a shipping fee of 49 SEK on all orders below 2 000 SEK. All orders over 2 000 SEK have free shipping.

How can I contact Hansen and Jacob?

For questions regarding the online shop, send an email to customerservice@hansenandjacob.com You can also call us at +46 (0) 42-25 64 07.

Orders
How can I check the status of my order?

All orders can be tracked on our shipping partners' websites using your package number. In this way you can always see where it is and get the latest status.

How is shipping cost calculated?

The shipping cost is 49 SEK for orders below 2 000 SEK. For orders over 2 000 SEK, it is free of charge. This applies throughout Sweden.

What form of payment does Hansen and Jacob accept?

We use Klarna checkout payment services. You can pay by invoice, sub pay, or use your credit card such as Visa, MasterCard and American Express. When paying with a card, you must enter your name (as shown on the card), card number, expiration date and your CVC code. For VISA and Mastercard, it is usually a 3-digit code located on the back of the card. On American Express cards this is a four-digit code on the front of the card.    

Can I change my order?

You can’t change the order after the goods have been processed in our logistics center. However, items can still be returned within 14 days of receiving them. In such cases, the shipping costs on returned goods are free of charge if you use Hansen & Jacob's prepaid shipping form. Read more about replacements and returns on our frequently asked questions page. If your changes arrive in our logistics center on time, we may be able to change the order. Please contact us as soon as possible and notify us of any changes you wish to make. Make sure you have your order number available. Here is our contact information.

Can I add items to an order?

Additional items must be handled as a separate order in the online store. If the first order has not been processed in our logistics center, we might be able to send all items in the same shipment. In that case, a shipping charge will be refunded to the buyer's credit card. To improve your chances of receiving all items in the same item, inform us about your orders as soon as possible. Here is our contact information.

How can I cancel my order?

To cancel an order, please contact us as soon as possible. Have your order number available. Here is our contact information. If your order has already been sent to you, you can return the order within 14 days of delivery. Please note that shipping costs will not be refunded. Read more on returns and exchange for more information.

Will there be any additional costs to my order?

We charge a 49 SEK shipping fee on all orders below 2000 SEK. Orders over 2000 SEK have free shipping.

Exchanges and returns
How do I return a product?

You have an open purchase for 14 days after the order has been completed. During this time, you can return the item and get a refund of your order. The item must be returned to us in perfect condition with a completed return form The shipping costs on returned goods are free of charge if you use Hansen & Jacob's prepaid shipping form. Refunds for returned goods will be made as soon as possible to the buyer's credit card.

How do I exchange a product?

You have an open purchase for 14 days after your order has been completed. You can then do a return and place a new order on our website. The goods that you return must be in perfect condition, with a completed return form. The shipping costs on returned goods are free of charge if you use Hansen & Jacob's prepaid shipping form.

A product is defective on arrival, what should I do now?

We will help you handle the return to us and ensure that a new product is sent to you. Since we need to determine the details of the damage before deciding how to return the item, please contact us and inform us of the damage. Here is our contact information.

Deliveries
How long does it take for the shipment to arrive?

You will usually have your order within 1-3 business days, subject to the card transaction and our stock status. Our logistics center is open Monday to Friday, except for Swedish holidays.    

Can I place an international order?

Right now, we only deliver within Sweden. We will add more countries in the nearest future. Please contact us for more details.

Where do I get my order?

Your order will be shipped with DHL Service Point. Your order will be sent to your local delivery point and you will receive an SMS and email from servicepoint.se@dhl.com when your package is ready to pick up.

Can I change my shipping address?

If you want to change the destination for a current order, please contact us as soon as possible. Here is our contact information. If the order has not been processed in our logistics center, we can make the changes on time. You can also change the shipping address at checkout.

An item I ordered was missing in the shipment. What should I do?

Although Hansen and Jacob has the goal of always displaying the right product range, an item may be out of stock at the time of purchase. If the wrong stock balance has affected your order, we will contact you shortly by phone or email. You will be able to replace or return the ordered items freely.

My order has not arrived. How can Hansen and Jacob help me?

You should receive your order within 1-3 business days (within Sweden) after the order has been made. If your order takes longer than 1-3 business days, complications may have occurred. Please contact us and we'll help you figure it out. Here is our contact information.

I received the wrong products. What should I do?

Please contact us and we’ll help you figure it out. Here is our contact information.

Do you ship to box addresses?

Due to courier constraints and the risk of credit card fraud, we cannot deliver to box addresses.    

Do you ship to my country?

Right now, we only deliver within Sweden. In autumn 2018 we will add more countries. Please contact us for more details.

Products
I can’t find a particular product in the online store. Is there any chance I can find it somewhere else?

Yes! Contact your nearest retailer and ask if they have it. The product page has a feature that shows which stores have purchased our products for this season. Contact the store to ensure that they have your size left. You can also email us at customerservice@hansenandjacob.com and ask if we can in any way help you find your product.

When will a particular item be in stock?

We add items to the online store as soon as they come into stock. Unfortunately, we cannot always tell when that will be. You can email customerservice@hansenandjacob.com and tell us which product you’re interested in and your size. Another way is to contact you nearest retailer. See all retailers here.

How do I find my size? / How do I know which size suits me?

Take a look at each product's dimensions table to find out which size is right for you. If you have further questions, please contact us and we will assist you. Here is our contact information.

An article is not available in my size. Is there any chance I can find it somewhere else?

Yes, contact your nearest retailer and ask if they have it. The product pages will show you which stores purchased the product for the season. Another suggestion is to email us at customerservice@hansenandjacob.com and ask if we can help you find your product.

An article is not available in the color I want. Is there any chance I can find it somewhere else?

Yes, contact your nearest retailer and ask if they have it. The product pages will show you which stores purchased the product for the season. Another suggestion is to email us at customerservice@hansenandjacob.com and ask if we can help you find your product.

Do you have any tips, in addition to the laundry advice, on how to take care of my Hansen and Jacob clothes?

For questions regarding specific products, please contact us. We’re always adding new information to the online store on how to best handle your clothes. Here is our contact information.

A button has fallen off. What can I do to fix it?

You might have an extra button with your product. If not, please contact us and we will help you. Here is our contact information.

How can I get the latest information from Hansen and Jacob?

Sign up for our newsletter and we’ll send you the latest news. Go to www.hansenandjacob.com and select newsletters.

Where is the nearest Hansen and Jacob store?

"Find shop" for our stores at www.hansenandjacob.com.

How can I contact you?