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.
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:
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.
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.
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
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.
142 50 Skogås
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.
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
SE-142 50 Skogås
Where do I turn to for repairs and engravings?
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.
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.
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?