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

Buying terms

  • Introduction

  • Payment & delivery

  • Orders within Sweden

  • Order / delivery confirmations

  • Delivery & shipping costs

  • Open purchase, exchange and returns

  • Unpacked goods

  • Wrong delivery

  • Complaints

  • Customer service

Introduction

Please read the Terms of Use carefully before using www.hansenandjacob.com & www.hanseandjacob.se("Website"). By using and shopping on our site, you accept our terms and conditions. As the terms can be updated from time to time, we recommend that you regularly review this page to review any changes we may have made in the Terms.

Payment & Delivery

Hansen & Jacob offers payment via Klarna Checkout. This means you have access to the 5 payment options below:

  • Invoice = 14 days

  • Partial payment = 6-36 months

  • Ready account = Collective invoice

  • Card payments = Visa, Mastercard or American Express

  • Ready Direct = Pay with Mobile Bank ID, however, applies to customers registered with "Pay-Per-Click" via "My Clerk".

In the case of purchases by invoice or partial payment, you must be 18 years old, be registered in Sweden and approved in the credit test performed at the time of purchase. It is not permitted to use another person's information when purchasing by invoice. Hansen & Jacob reserves the right to cancel orders at the request of Klarna AB in case of suspicion of fraud. The invoice is sent by email from Klarna AB to the email address provided on the order.
For invoice payment, 14 days payment terms apply. In the case of late payment, a reminder fee and late payment fee will be paid from Klarna. If you have any questions regarding your invoices, please contact Klarna at 08-120 120 10. If your country is a part of the European Union (EU), the prices include Swedish VAT to 25%. You have free shipping for orders over 2 000 kr (SEK) and this applies only to Sweden. For other shipping costs, see heading "Shipping costs".

Orders within Sweden

Deliveries within Sweden are shipped within 1-3 business days (subject to card transaction and stock status) through DHL. You will receive a notification via email and SMS when your order is ready to be picked up. For orders below 2 000 (SEK), Hansen & Jacob will charge a shipping fee of 49 (SEK). For orders over 2 000 (SEK), shipping is free of charge.

Order / delivery confirmation

We will send an order confirmation to you as soon as your order is placed. Once your package has been sent, you will receive an email with a delivery confirmation, instructions on how to track your package, and details on where/how to pick up your package. After you receive your order confirmation, you will no longer be able to change or cancel your order.

Shipping & shipping costs

At present, we only ship within Sweden. All orders are shipped from our distribution center in Borås. If an order is placed before 1 p.m., it will leave the same day. Our stock is manned Monday to Friday. For international orders, please contact customer support at customerservice@hansenandjacob.com or + 46(0) 42-25 64 07. In autumn 2018 we will start shipping to more countries. This information is updated on a regular basis.

Open purchase, exchange and returns

Hansen & Jacob offers open purchase for 14 days from the date the order is made. The same terms apply to real estate. From receipt of your order, we offer 14 days of withdrawal. This means you have 14 days to send back the goods to us after you have received the package or notified us that you wish to exercise your right of withdrawal. Right of withdrawal also applies to sales and promotional items. If you return a product to us, it must be in perfect condition together with a completed return form. Returns are accepted only if the labels and original packaging are intact. Hansen & Jacob cannot accept returns where labels have been removed. We have the right to deny a return if we consider that the item is not in acceptable condition.
The shipping costs on returned goods are free of charge if you use Hansen & Jacob's prepaid shipping form. If you want to exchange a product, then use the prepaid shipping form, send back the product and place a new order on our website. Refunds for returned goods will be made to the credit card used to make the original purchase within two weeks after the product arrives at Hansen & Jacob.
Incorrect items will be exchanged for the same type of product of the same size, depending on availability. Refunds for incorrect goods will be made within 14 days of delivery. Items cannot be exchanged or refunded from our dealers.

Non pick-up goods

If you do not pick up your goods, you will be charged a fee of 249 (SEK).

Wrong delivery

If a product is damaged, or inconsistent with the product you ordered, please contact our customer service as soon as you discover the error. First of all, we check out the possibility of repairing the defect on the product. If we cannot replace the item or correct the error, you will receive the money back. If the package is damaged during pickup, or something is destroyed, please save the package and contact customerservice@hansenandjacob.com or + 46(0) 42-25 64 07. In autumn 2018 we will start shipping to more countries. This information is updated on a regular basis.

Complaints

Hansen & Jacob applies consumer purchases to all complaints. You are always entitled to complain of defective goods within 3 years from the date of sale, provided you have notified Hansen & Jacob within a reasonable time after you have discovered the error. Complaints made within 2 months from the date you discovered the error are considered to have been submitted within a reasonable period of time. If the goods you returned are found to be defective, Hansen & Jacob will send out a replacement item. Hansen & Jacob covers all shipping costs associated with this. If the item is not in stock, Hansen & Jacob will make a full refund corresponding to your purchase price for the goods, including your shipping costs. In order for a product to be assessed as defective, the error should occur before the sale date. If you advertise an incorrect product within 6 months of the date of sale, the error is deemed to have occurred before the sale, unless otherwise stated by Hansen & Jacob. If the complaint occurs more than 6 months after the date of sale, you are required to provide proof that the error occurred before the sale date. If you want to advertise a product, please use our return form and return shipping form that we will ship with you in your order. If you have not left this can be ordered from us via customerservice@hansenandjacob.com or +46 (0) 42-25 64 07. Fill in your details, put the return form in the package and attach the return shipping note to the package.

Support

The most important thing for us is that you are satisfied with your purchase. Please don’t hesitate to contact us if we can help you with something.

Hansen & Jacob customer service

Open weekdays: 09:00 am - 16:00 pm (closed for lunch 12:00 pm -13:00 pm)