CUSTOMER SERVICE

Email us at: service@sandqvist.net




We're here to help! Email us if you have any questions regarding a return or exchange of product, shipment tracking, product features or anything else.

If you have questions regarding returns and claims, and have bought your Sandqvist product at a retailer, primarily turn directly to the retailer for help.

We normally answer emails within 1–2 days, but occasionally it may take a bit longer. Please be patient with us!


Payment issues

Klarna (our payment service provider) use a security certificate called 3D Secure that your bank and card needs to have activated upon purchase. If your payment fails, first try another card and secondly another browser or device.


Shipping

When will my order arrive?
We will ship your order in 1-2 work days. Orders placed during the weekend or on Swedish holidays will be shipped the following work day. Once your order has shipped from our warehouse you will recieve an email with the shipping information and a tracking number so you can follow it’s journey.

Can I get express shipping or change courier?
We offer express shipping to certain countries. The shipping alternatives are listed in the checkout after submitting your address details.


Returns and Exchange

How do I return an item?
We accept returns 14 days from when you’ve recieved it.

Sweden: Use the enclosed return waybill and pack the bag in the same or similar packaging as it came in. Leave it at Postnord.

Europe: Use the enclosed return waybill and pack the bag in the same or similar packaging as it came in. Call UPS to schedule a pick up or leave it at a drop off location to send it back.

If you don’t have the return waybill email service@sandqvist.net and we will send you a new one!

Once we've recieved your return we will refund your payment and notify you.

How do I exchange a bag into another model?
Return the bag, using the enclosed return waybill, and then place a new order for the product you wish instead. We will refund you for the first purchase as soon as we receive it.


Claims

My bag has some quality issues. Can you help?
Sorry to hear this! We absolutely want to help. Email pictures of the fault, proof of purchase and a code from a black ID label inside the bag, two letters and a date to service@sandqvist.net