Customer Service

Find the most frequently asked questions and answers here, or contact Svenskt Tenn's Customer Service.

Intro Customer Service - Svenskt Tenn

Opening Hours Monday – Friday 10.00 am – 6.00 pm.

For questions and inuiries, you are welcome to contact Svenskt Tenn's Customer Service at info@svenskttenn.se or +46(8)6701600. You can also live chat with our customer support from Monday – Friday, 09:00 am – 06:00 pm.


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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.

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. 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?

    No. These are only valid in the store on Strandvägen 5, Stockholm, Sweden.

  • 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 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?

    An invoice fee of 30 SEK is charged.

  • 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.

  • 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.

Shipping & Delivery

  • 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 express shipping option work?

    When purchaising items at Svenskt Tenn's webshop, you can choose to have your order delivered with Express Shipping. This means that if you order on Monday - Thursday before 11:00 am, your items will be delivered the following day.

  • 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 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.

  • 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.

Returns

  • To which address do I return my products?

    Svenskt Tenn
    Box 42054
    126 13 Stockholm
    Sweden

  • 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.

  • 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 14 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 product of the same or lesser value, or receive a credit note equivalent to the price of the product. If you purchase a product that is cheaper than the one you returned, you will receive a balance for the difference. If you wish to change the product you must return it unused in its original packaging and enclose a proof of purchase.

  • How do I return an item?

    Only valid for Sweden, Finland and Denmark
    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 insuring the item and packaging it well.

  • Can I return a product that I bought at Boutique Tinna in Gothenburg to Svenskt Tenn’s store on Strandvägen and vice versa?

    Yes. Please make sure returned items are in their original condition and unused. Bring order confirmation or receipt.

Store & Tea Room

  • What are the opening hours for the store?

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

    Monday – Friday: 10 am – 6.30 pm
    Saturday: 10 am – 5 pm
    Sunday: 11 am – 4 pm

    Find more information and irregular opening hours here.

  • Can I reserve a table at the Tea Room?

    Table reservations can be made by phone or email. On Saturdays we have bookable tables until 12PM, then drop-in. On Sundays we have bookable tables at 12PM when the Tea Room opens, then drop-in. Telephone: +46 8 670 16 00, Mon-Fri 10AM-12PM. Email: bordsbokning@svenskttenn.se.

  • What are the opening hours for the Tea Room?

    Opening hours for Svenskt Tenn’s Tea Room can be found here.

Other questions

  • Where do I find care instructions for my product?

    Care instructions for your product can be found here. If you have further questions do not hesitate to contact customer service.

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

    Yes. It's optional in the checkout.

  • 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.

Retailers

In addition to Svenskt Tenn's store on Strandvägen 5 in Stockholm, a limited part of the product range is also sold at selected retailers in Sweden.

Part of product range

Boutique Tinna

  • Kungsgatan 56
  • 411 08 Gothenburg, Sweden
Tinna

Wallpaper

Engelska Tapetmagasinet

  • Västra Hamngatan 18
  • 411 17 Gothenburg, Sweden
Engelska Tapetmagasinet

Wallpaper

Måleributiken

  • Drottningholmsvägen 175
  • 167 53 Bromma, Sweden
Måleributiken

Wallpaper

Tapetorama

  • Södra Promenaden 63
  • 211 38 Malmo, Sweden
Tapetorama