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?

    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 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.

  • 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.

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

  • 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.

  • 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.

  • 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.

  • How does the home delivery service "Budbee" work?

    When purchaising items from Svenskt Tenn's webshop, you can choose to have your order delivered to you at home the same, or following weekday if you order before 12:00 pm. The service is only available within Stockholm, Gothenburg and Malmö.

  • 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.

Returns

  • 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 we will issue you a refund, deducting the initial frieght cost. 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.

    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 label 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 14 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.

  • To which address do I return my products?

    Svenskt Tenn AB
    Box 2224
    SE-142 02 Skogås
    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.

  • 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.

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 & 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.

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?

    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. 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.