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Frequently Asked Questions

Placing an order

WHAT PAYMENT OPTIONS DO I HAVE?

Swedish customers: MasterCard, VISA, American Express or by direct bank debit or by Klarna invoice. International customers: Mastercard, Eurocard, VISA or American Express via Payex.

IS IT SAFE TO PAY BY CREDIT CARD?

We use 3D Secure, which makes card payments secure. Krusell cannot see your card information or in any way save it. All our transfers are running with encrypted connection.

ARE THE PRICES INCLUDING VAT?

The prices includes Swedish VAT.

  • Are You living in an EU-country?
    No additional VAT will be charged once the package reaches your destination country.
  • Are You living in a non EU-country?
    You may be charged additional VAT or Sales tax, depending on the laws of the particular country.

WILL YOU SEND ME AN ORDER CONFIRMATION OF MY ORDER?

When we have received your order, we will email an order confirmation to you. Please make sure that you have entered the correct email address.
On the order confirmation you will see all information about the order you have placed.

HOW CAN I CONTACT KRUSELL CUSTOMER SUPPORT?

For questions around your order or general requests, please send an e-mail to support@krusell.se or call at +46 31 3380000.

WHERE DO YOU DELIVER?

WHERE DO YOU DELIVER?

We deliver worldwide and all our products are shipped from Sweden.

WHAT IS THE DELIVERY METHOD AND DELIVERY TIME?

We are offering two ways of shipping method. Please choose your option in the checkout counter.

1.Free of charge shipping – standard postal service on your risk.
Shipments are sent free of charge by PostNord standard postal service to your delivery address. Bigger parcel will be need to be picked up at nearest PostNord or their local partners pick up site. In this case you will be notified by PostNord or their local partners with detailed pick up information.
Estimated delivery time within Sweden is 1-2 business days, within Scandinavia 2-4 business days, within Europe 4-7 business days and outside Europe 5-20 business days.

2.UPS Standard/Expedited/Express (cheapest available service), trackable service on our risk. Shipments are sent to your delivery address, with an added fee of:

  • 50 SEK within Sweden
  • 100 SEK within EU
  • 150 SEK outside EU but within Europe, United States, Canada and Mexico
  • 300 SEK rest of the world

Estimated delivery time within Sweden is 1-2 business days, within Scandinavia 2-4 business days, within Europe 4-7 business days and outside Europe 5-15 business days.

Please note that PO Box addresses cannot be used when shipping via UPS.

IS MY ORDER TRACKABLE?

Orders sent by standard postal service is not trackable.

Orders sent by UPS is trackable, and the tracking No will in this case be emailed to you right after the orders has been dispatched.

WILL THEIR BE ANY CUSTOM DUTIES OR OTHER FEE’s ADDED TO MY ORDER?

Customers living in an EU-country do not have to pay any custom duties, VAT or other import fee’s. Customers living outside EU might be faced with custom duties, import fee’s and/or VAT or similar. The level’s depends on the laws in each country. As Krusell can’t control this fee’s you will need to pay those charges if applicable. In such case you will be charged additionally from the freight company or the customs office at your country. To find out exactly, please contact your local customs office.

Cancellation/return policies

CAN I CHANGE OR CANCEL MY ORDER?

Our ambition is to deliver to you as fast as possible. This means that there is only a limited amount of time from the order is received until it’s packed and shipped. If the order has not been packed and shipped we will of course accept your change or cancellation without any questions.

Please contact our Customer Support as quickly as possible with the following information:

  • Order number (visible in the order confirmation)
  • Your requested change or cancellation

IF I’M NOT FULLY SATISFIED WITH THE PRODUCT, MAY I RETURN IT?

Yes, you can. We allow 30 days return right of your item. You must contact customer support before returning your item. To use your return right the received product can’t been used. You have the right to examine and to carefully functionally test the products you have purchased, but product and package needs to be in an unchanged condition.
Please contact our Customer Support as quickly as possible with the following information:

  • Order number (visible in the order confirmation)
  • Your requested change or cancellation

You will then receive a KRGA number (Krusell Return Goods Authorization number) and be asked to return the product to us. Please note that the return shipping cost is not covered by us. We recommend you to use regular mail. Take a photo of the package together with the receipt and email this to us together with the KRGA number. Any refund will be sent to the original purchaser’s method of payment. We will refund the amount as fast as possible, but since we have third parties processing the transactions, please allow up to 30 days until the money is transferred and received.

WHAT KIND OF WARRANTY IS MY PURCHASE COVERED BY?

Glad you asked! Krusell provides a lifetime warranty. Here you can read more about our lifetime warranty and how you can claim your warranty.