Customer Service and Privacy Policy

If you have any questions about delivery or your order, please don't hesitate to contact us at support@ostersjosten.se.

Payment

All payments are made with Shopify Payments, where you can choose to pay with a credit card. We accept Visa, Mastercard and Amex. You can also choose to pay with PayPal. 

Shipping 

Our shipping costs are fixed, based on country of delivery. Shipping is calculated at checkout. For the samples and our accessories, shipping is free. 

We offer fast and safe delivery within 3–5 days to the whole of Sweden for goods in stock (delivery to sparsely populated areas may take longer during certain periods). Buyers outside of Sweden should naturally expect slightly longer waiting times.

The goods are delivered to the specified address or as close to the address as the carrier can get. The carrier does not carry the goods.

We reserve the right to charge costs associated with the order not being acknowledged on the decided delivery date, as well as in the case of unclaimed packages and return shipping.

Complaint Policy

Check the goods immediately, no later than within 7 days after delivery. It is the customer's responsibility to check the quantity of the material, color differences and any visible or hidden damage.

If damage to the products or packaging is discovered, this must be noted on the shipping company's waybill before endorsement. Document the damage with photos, both with and without packaging. 

If your product is defective or incorrect, please notify us at support@ostersjosten.se.

Explain the following information in your email:
1. When you received and unpacked the delivery.
2. At what time did you note what is defective or incorrect.
3. Describe the reason for your complaint in as much detail as possible so we are able to provide you with the most accurate assistance.

4. Attach pictures of what is defective or incorrect. Please note that chipped edges or minor cavities are not valid complaint matters as it is common on natural stone.

5. Once we have received your complaint, we will review it and get back to you as to whether we will proceed with the process. In the event of an approved complaint, Östersjösten is responsible for the costs of any return shipping or replacement product.

As a customer you have a three-year right of complaint. The complaint must be made without undue delay from the time the fault has been discovered. Complaints must be made before installation of the product, complaints after installation are not accepted.

Return Policy

You have the right to cancel your purchase within 14 days of receiving the order without stating any reason. If you want to return your purchase without a reasonable complaint, you must pay the return shipping. Please note that only whole orders can be returned.

You always have the right to inspect the goods before you decide if you want to return it to us. The goods must be inspected cautiously and be returned to us in an unaltered state. The goods must be returned in original packing. We may charge you for any costs if the returned goods is not complete, or not take the goods back.

When returning goods, you are responsible for any damages that may occur during transport.

After the return has been received and approved, the refund will be made within 14 days.

Your personal information

Your trust is very important to us. We respect your integrity and will never sell, rent or give away any of your information (name, adress, e-mail adress, etc.) to any third party. Our privacy policy follows these principles:

All information about you is used solely for the purpose of ensuring a great shopping experience. All information is strictly confidential and is treated in compliance with consumer law and GDPR.

If you order from us we request certain personal information. You must provide contact information (for example your name, e-mail adress and delivery adress) and financial information (such as your credit card number, expiration date and three-digit security code). We use this information for invoice purposes and finalizing your order. If we encounter any problems processing your order, we will use this information to contact you. Your phone number is required for delivery purposes, in the event of the delivery company needing to reach you about your delivery.

Please feel free to contact support@ostersjosten.se to ask what information we have about you and how it has been obtained.

We use third party servers (for example Google Analytics) to analyze what pages on our web site visitors look at and what they do there. We reserve the right to change this privacy policy at any time, so be sure to stay updated.