Customer Service

Find the most frequently asked questions and answers here, or contact Svenskt Tenn.

Opening hours Monday – Friday 10.00 am – 6.00 pm

For questions and inquiries, you are welcome to contact Svenskt Tenn at info@svenskttenn.se or +46(8)6701600. You can also live chat with our customer support from Monday – Friday, 10:00 am – 6:00 pm. We aim to answer all emails within 24 hours.

Visiting address: Svenskt Tenn, Strandvägen 5, 114 51 Stockholm Sverige
Pick up web orders: Svenskt Tenn, Väpnargatan 6, 114 51 Stockholm Sverige

Safety Routines Regarding Covid-19

The safety of our customers and employees is of the highest priority, and we follow the Swedish Public Health Agency's recommendations carefully.

We limit the number of customers who may be inside the store at the same time. We also have stations with hand sanitizers, distance markings on the floor and plexiglass at the checkouts. Special hosts are continuously referring our customers to the right cashier in effort to avoid crowds.

In addition to these restrictions, we refer to online purchases when possible, and we also offer our customers the possibility to book a private visit to the store outside regular opening hours by contacting info@svenskttenn.se.

Frequently asked questions

Below you will find frequently asked questions and answers. If you cannot find the information you are looking for, please contact Svenskt Tenns Customer Service.

Christmas 2020

  • What are your safety routines regarding Covid-19?

    The safety of our customers and employees is of the highest priority, and we follow the Swedish Public Health Agency's recommendations carefully.
    We limit the number of customers who may be inside the store at the same time. We also have stations with hand sanitizers, distance markings on the floor and plexiglass at the checkouts. Special hosts are continuously referring our customers to the right cashier in effort to avoid crowds.
    In addition to these restrictions, we refer to online purchases when possible, and we also offer our customers the possibility to book a private visit to the store outside regular opening hours by contacting info@svenskttenn.se.

  • What are the opening hours for the Store and Concierge during the holiday season?

  • How does it work with returns and exchanges when I shop Christmas gifts at Svenskt Tenn?

    During the holiday season, Svenskt Tenn extends your right to exchange or return products to January 10, 2021. This applies whether you buy your gifts online or in the store on Strandvägen 5. You can choose to return online bought products at the Concierge in the store on Strandvägen in Stockholm.

  • When is the last order date for delivery in time for Christmas?

    For pick up at the store on Strandvägen 5, the last order date is December 22 before 12:00 pm.

    For home delivery with Budbee place your order no later than December 22 before 12:00 pm.

    For delivery with PostNord and UPS within Sweden, the last order date is December 21.

    For delivery with UPS Express within Europe and other parts of the world the last order date is December 21.

    Svenskt Tenn does its best to deliver your order as quickly as possible and on time, but delays caused by third parties may affect the delivery time. The recommendation is therefore always to place your order as early as possible during the month of December.

  • Can I order a Christmas gift and deliver it to another recipient?

    You can order a gift and choose to deliver it to another recipient. The payment must be made by card. Place the order in the recipient's name, with hers or his address and mobile number for delivery notification. In the checkout process, you can choose to gift wrap your order. Enter your own email address for order confirmation.

    It's not possible to order from one country and deliver to another.

  • Can I order a Christmas gift and have it delivered to another country?

    Unfortunately, it is not possible to have online orders delivered to a different country than the billing address. However, we can help you with such orders via our Customer Service if you contact us at info@svenskttenn.se, or via our chat.
    Write the billing and delivery address, which product you want to order and if you want it gift wrapped.

  • How do I book a private visit to the store?

    Book a private visit to the store on Strandvägen 5 outside regular opening hours by contacting our Customer Service at info@svenskttenn.se.

  • Can I reserve products in the store via Svenskt Tenn’s Customer Service?

    During Christmas, we have limited opportunity to assist with reservations. If you make an online purchase however, you can choose to pick-up your order at the store.

  • Can Svenskt Tenn gift wrap my orders?

    Of course, you can order your Christmas gifts beautifully wrapped in Svenskt Tenn's traditional way. You choose which and how many of the products in your order you want gift wrapped. We do not wrap Christmas decorations if they are not part of a specific gift set.

  • How does in-store pickup work?

    You will receive a text notification when your order is ready for pickup at the Concierge desk in the store on Strandvägen 5. It takes approximately 1 – 2 working days after placing your order. Do not forget to add complimentary gift wrapping at the checkout if you want the order wrapped.

  • How can I reach you during the holiday season?

    You are welcome to contact Svenskt Tenn’s Customer Service with any questions or order inquiries during the holiday season. Use the online chat service here on the website, email info@svenskttenn.se or call us at +46 (8) 670 16 00.

    The chat and phone service is open
    Monday – Friday: 10am – 6pm
    Saturday: 10am – 5pm
    Sunday: 11am – 4pm

  • How can I buy corporate gifts at Svenskt Tenn?

    Our Contract Service helps you and your company to choose the ideal gift from our range. Ordered gifts can be delivered wherever, always beautifully wrapped in Svenskt Tenn's classic way. You can also pre-order and pick up your gifts at Svenskt Tenn's Concierge on Strandvägen 5.

Payment

  • What are my payment options when I shop online?

    We accept payment with the listed credit cards; VISA, Mastercard and American Express. We also accept payment with PayPal, as well as payment with gift certificates. We offer payment by invoice in cooperation with Klarna. If you have any questions regarding your invoice, please contact Klarna customer service at +46 8 120 120 10 or https://klarna.com/support. When placing orders via customer service, payments must be made in advance to our bank account. Due to security reasons we do not accept credit card payments when orders are placed through customer service.

  • What do I do with the invoice?

    Contact Svenskt Tenn’s customer service to postpone the expiration date. The amount will be credited when the products have been returned to Svenskt Tenn.

  • Can I pay with a gift card / gift coin online?

    The gift card is valid for use on Svenskt Tenn’s online store and at Strandvägen 5 in Stockholm, Sweden. The gift coins are only valid in the store on Strandvägen 5.

  • Svenskt Tenn has the EMOTA European eCommerce Trustmark. What does that mean?

    The EMOTA European eCommerce Trustmark is an indication that the shops displaying both the national trustmark and EMOTA trustmark offer you a high level of service. When shopping from the sellers that display a national trustmark and the EMOTA trustmark, customers will benefit from the following quality standards:

    • Clear, comprehensive and accurate product description and merchant information before you place your order.
    • Convenient, reliable, safe and legally compliant service.
    • Notification of all costs and any limitations / conditions prior to checkout.
    • Charges that are complete and simple to understand – including any tax and delivery and surcharges.
    • Access information on your order progress / history.
    • Delivery as specified at the time of order.
    • Your purchases arriving in good condition.
    • Helpful support with damaged / failed / late / attempted deliveries.
    • A clear returns process, with any limitations/conditions notified at the beginning of the ordering process.
    • Your personal data and rights being properly protected and managed.

    For more information please contact your national trustmark (list).

  • Can I pay the Interior Design Studio with a gift card?

    Yes, it is possible to pay with a gift at the Interior Design Studio.

  • How do I change my personal information?

    Changes can be made on My Account or when a purchase is made.

  • Can I feel safe when I shop online at Svenskt Tenn?

    We always offer secure payment methods. We work with PayEx, which comply with the PCI DSS standard. All card and personal information is encrypted; hence no unauthorised persons can access the information.

  • Can I pay with an invoice if I have a registered company?

    Yes. We offer payment by invoice in cooperation with Klarna. Due to security reasons we do not accept credit card payments when orders are placed via customer service.

  • Can I pay in instalments when I shop online?

    Yes, with Klarna Invoice.

  • Where can I see my gift card/gift coin balance?

    You can see your gift coin/gift card balace here. Enter the card's identity, either with your mobile phone number and the 5-digit code that you received in a text message or wirt the 16-digit code on the card.

  • Is there an invoice fee?

    Yes, an invoice fee is charged. Read more.

  • How does Svenskt Tenn handle my personal information?

    Svenskt Tenn must collect your personal information to fulfill the agreement. Personal information is any information that directly or indirectly can be connected to a living individual. The information given at registration is registered and handled by Svenskt Tenn. You have the right to request an extract of information registered about you once a year. If any information is incorrect, incomplete or deceptive, we will naturally correct it if you inform us. You can also request to have the information about you deleted. Svenskt Tenn only uses the information to fulfill the agreement and does not sell the personal information to any third parties. By accepting these terms and conditions you also accept that Svenskt Tenn collects and handles your personal information.

  • Does the store accept cash?

    Please note we do not accept cash in the store at Strandvägen 5.

Online ordering

  • How do I track my order?

    You can track your package by using the tracking number you received in the delivery notification. If you have chosen in-store pick up, a notification will be sent to your phone.

  • Can I add a product to my order?

    Unfortunately, you cannot change or add a product to an already placed order. If you wish to purchase more products, we kindly ask you to place a new order.

  • Can I change a placed order?

    Unfortunately, you cannot change an already placed order.

Shipping

  • Can I order an item and have it shipped to another country?

    It is not possible to order from one country and deliver to another online, but you can contact Svenskt Tenn's Customer Service to get personal assistance.

  • How long will it take before my order arrives to Svenskt Tenn on Strandvägen 5 if I have chosen in store pick-up?

    If you place your order before 12:00 pm, it will be available for pick-up in the store the next business day after 10:00 am. You will receive a notification when your order is available in the store. Remember to bring valid identification.

  • Can I order delivery to a different name or address?

    Yes, with the exception of invoice customers when products only can be shipped to your registered address.

  • Can someone else pick up my items if I chose "Collect in store"?

    Any person who collects your package needs to be able to show the identification of the recipient of the order.

  • To which countries does Svenskt Tenn deliver?

    Delivery of products purchased through Svenskt Tenn’s website can be delivered within Sweden, Europe, North America, Asia and Australia. For delivery to other countries, please contact customer service.

  • Can I choose where to pick up my order?

    Yes, you can choose delivery point before you make the final payment.

  • What happens to products not collected?

    We cannot be held responsible for products not collected within a reasonable timeframe. If the product is not collected and instead returned to us, it is returned at your risk. We are not responsible for the product after it has been returned to us. Hence it is important that you collect your product even if you have changed your mind. We charge a fee, corresponding to our costs for freight, return freight and handling, in case the parcel is not collected.

  • What is the expected delivery time when I shop online?

    The delivery time is usually one – three workdays when the product is delivered in Sweden and you have provided us with your cell phone number. If you haven´t provided us with your cell phone number delivery might take up to two days longer.

  • What is the shipping cost when I shop online?

    The shipping cost may vary depending on the product. To find out the exact price, please add your selected products to the shopping bag.

  • How does the home delivery work?

    When purchasing items from Svenskt Tenn's webshop, you can choose to have your order delivered to you at home with UPS or Budbee.

  • How soon after I place an order can I pick it up in the store?

    If you place the order before 11.00am, it can be picked up the following day from 10.00am. You will receive a text-message when the order is ready for pickup.

  • Will I be able to order online and then pick up in Svenskt Tenn’s store at Strandvägen 5 in Stockholm?

    Yes. If you place your order before 12:00 pm, it will be available for pick-up in the store the next business day after 10:00 am. You will receive a notification when your order is available in the store.

  • Can I track my order?

    Yes. You can track your order by using the tracking number you received when you ordered a product online.

  • How does Svenskt Tenn offset carbon emissions from deliveries?

    Svenskt Tenn carbon offsets all shipments through PostNord, which invests in renewable energy production in developing countries. The projects are certified according to Gold Standard, a quality stamp for climate compensation, which entails strict precautions with additional requirements for social responsibility and sustainable development.

    Read more about this at www.postnord.com

Returns

  • How do I return an item?

    Only valid for Sweden
    1. Pack the item/items that you would like to return in the original package (Svenskt Tenn tries to keep waste to a minimum, so please consider the environment and re-use our packaging as much as you can).
    2. Fill in the return form. Put the return form inside the parcel.
    3. Peel off the pre-paid return label and attach it to the outside of the parcel, making sure that you remove or cover the original address label.
    4. If you have received your parcel by DHL it is important that you send it back to us from a DHL service office. If you have received the parcel as a postal package it is important to send it back from a PostNord service office.
    5. When we have received and approved your returned item, the freight cost will be deducted from your refund. We will refund you using the same payment method as you used when the order was made. Please remember that financial responsibility for the return is yours until it reaches us so we recommend ensuring the item and packaging it well.

    For other countries, the following applies:

    If you withdraw from your purchase, you must send the product back to us unused (but you are allowed to examine the product to see that is not faulty), along with the enclosed return paper and in its original condition. The product should be returned in its original packaging. But you have to pay for the cost of the return freight yourself.

    RETURN ADDRESS
    Svenskt Tenn
    Lyftkransvägen 11
    142 50 Skogås
    Sweden

  • How does it work with return and exchanges when I shop online?

    Our goal is that you shall be completely satisfied with the product or the products you purchase from us. If you order from the website or from our customer service you have a right of retraction, regardless of your reason, within 30 working days from your receipt of the product. You must however notify our customer service. We kindly ask you to observe that you cannot exercise your right of retraction simply by refusing delivery of the product or by not collecting the parcel.

    In addition to the right of retraction we provide 30 days right of replacement, regardless if the purchase has been made through our website or from our customer service. The period starts from the day you placed the order.

    You can exchange the product with another by placing a new order on our website. Return the goods in unaltered condition, ideally in their original packaging. The return slip includes the address that you should use. If you use your right of return/exchange, the return shipping will be charged retrospectively if you have chosen to use our Svenskt Tenn's return slip. In the case of exchange or return, you are responsible for transport risks. Always save guarantee/delivery notes until the return is completed, as these show your return package number which you will require in the case of any claims.

  • If I have purchased products online, can I exchange the products at Svenskt Tenn’s store at Strandvägen 5 in Stockholm?

    Yes. Please make sure returned items are in their original condition and unused.

  • To which address do I return my products?

    Svenskt Tenn AB
    Lyftkransvägen 11
    SE-142 50 Skogås
    Sweden

Repairs

  • Where do I turn to for repairs and engravings?

    Svenskt Tenn recommends:
    Callerts carpet wash
    Värmdövägen 748
    132 35 Saltsjö-Boo
    Phone: +46 (8) 715 00 91
    Brunells Metallverkstad HB (renovation of chandeliers and luminaires)
    Riddargatan 25
    114 57 Stockholm
    Phone: +46 (8) 660 47 96
    www.brunells.com
    Gilbert & Malmsten
    Hovslagarevägen 4
    192 54 Sollentuna
    Phone: +46 (8) 35 15 10
    Ateljé Ebéniste AB (furniture restoration)
    Grevgatan 17 
    114 53 Stockholm
    Phone: +46 (8) 663 96 90
    Mats Landin Tapetserare
    PL 2197
    760 15 Gräddö
    Michiko gravyr
    Skeppargatan 46
    114 58 Stockholm
    Phone: +46 (8) 500 26 229
    Askwalls Gravyr AB
    Norrtullsgatan 21
    113 27 Stockholm
    Phone: +46 (8) 20 11 52
    KAJ & NOVI Armatur (Lights)
    http://kristallkronor.com/

Store

  • What are your safety routines regarding Covid-19?

    The safety of our customers and employees is of the highest priority, and we follow the Swedish Public Health Agency's recommendations carefully.
    We limit the number of customers who may be inside the store at the same time. We also have stations with hand sanitizers, distance markings on the floor and plexiglass at the checkouts. Special hosts are continuously referring our customers to the right cashier in effort to avoid crowds.
    In addition to these restrictions, we refer to online purchases when possible, and we also offer our customers the possibility to book a private visit to the store outside regular opening hours by contacting info@svenskttenn.se.

  • What are the opening hours for the store?

    Opening hours for Svenskt Tenn’s store at Strandvägen 5 in Stockholm are

    Monday – Friday: 10.00 am – 6.00 pm
    Saturday: 10.00 am – 5.00 pm
    Sunday: 12.00 am – 4.00 pm

    Find more information and irregular opening hours here.

  • Does the store accept cash?

    Please note we do not accept cash in the store at Strandvägen 5.

FSC® Certification

  • What is FSC Certification?

    FSC is an international, independent organisation that promotes environmentally responsible forest management, but unlike other certifications, it also takes social and economic aspects into consideration.

    Being FSC certified means that your forest, or supply chain, is managed responsibly; that you comply with our environmental, social, and economic standards.

    Svenskt Tenn wants to support FSC, and in the company’s purchasing rules for wood, we urge our furniture makers and their wood suppliers to manufacture our products in FSC- certified wood. We also make sure to keep up the dialogue with our suppliers on this issue. All of our trays and coasters are now FSC-certified.

  • Are the placemats and coasters FSC-approved even though they have no stamp?

    Yes, all of Svenskt Tenn's coasters and placemats are FSC-approved. Coasters and placemats manufactured from the beginning of 2018 will have the FSC stamp.

  • Why are only some of Svenskt Tenn's trays FSC labeled?

    All trays in Svenskt Tenn's range are FSC-approved. The reason why some trays are missing the stamp is that we previously haven't marked the trays. However, this is always done on newly manufactured trays.

Other questions

  • Where do I find care instructions for my product?

    On most products in Svenskt Tenn's webshop, you can all information on the product page. Please contact our Customer Service at +46 8 670 16 00 if the product is missing care instructions.

  • Can I have my product gift wrapped when I shop online?

    Yes. It's optional in the checkout. We do not wrap Christmas or Easter decorations.

  • Is Svenskt Tenn’s whole range available online?

    Svenskt Tenn’s own products and a small selection of Svenskt Tenn’s external assortment are sold online.

  • When is a product back in stock?

    By registering for product notifications you will receive an email notice when the item is back in stock. Please contact Customer Service to get more information on the product.

  • Do I have to register to be able to shop online?

    Yes.

Svenskt Tenn store

You can now book a private viewing of the ongoing exhibition or a private visit to the store at Strandvägen 5 between 8:00–11:00 and 18:00–20:00. This means that you can shop undisturbed, by appointment, and get personal help from one of our knowledgeable sales people. We can also offer a digital tour of the store as well as meetings with our interior designers in person or online.

Contact us at info@svenskttenn.se or at +46(8)-670 16 00 for more information.

Welcome.

Strandvägen 5

Store opening hours

Opening hours

Monday – Friday: 10:00 am – 6:00 pm
Saturday: 10:00 am – 5:00 pm
Sunday: 12:00 am – 4:00 pm

Please note we do not accept cash in the store at Strandvägen 5.

Irregular opening hours

Christmas Eve: Closed
Christmas Day: Closed
Boxing Day: Closed
New Year's Eve: 10:00 am - 3:00 pm
New Year's Day 2021: Closed
Twelfth Night 2021: 10:00 am - 5:00 pm
Epiphany 2021: 12:00 am - 4:00 pm

STRANDVÄGEN 5

Concierge Opening Hours

Opening hours

Monday – Friday: 10:00 am – 6:00 pm
Saturday: 10:00 am – 5:00 pm
Sunday: 12:00 am – 4:00 pm

Please note we do not accept cash in the store at Strandvägen 5.

STRANDVÄGEN 5

The Interior Design Studio's Opening Hours

Opening hours

Monday – Friday: 10:00 am – 5:00 pm
Saturday: Closed
Sunday: Closed

Please note we do not accept cash in the store at Strandvägen 5.

Irregular opening hours

Christmas Eve: Closed
Christmas Day: Closed
Boxing Day: Closed
New Year's Eve: Closed
New Year's Day: Closed
Twelfth Night: Closed
Epiphany: Closed

More about Svenskt Tenn's Interior Design Studio

Tea Room

Svenskt Tenn's Tea Room is closed until further notice.

Updates are communicated through newsletters and social media. We also update the information on the website on an ongoing basis.

The Tea Room gift card can be used as payment in the store at Strandvägen 5. It can also be used online by contacting Svenskt Tenn’s Customer Service at info@svenskttenn.se or +46 (8) 670 16 00.