If you have any questions about delivery or your order, please don't hesitate to contact us at firstname.lastname@example.org.
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.
Our shipping costs are fixed, based on country of delivery. Shipping is calculated at checkout. For the samples and our accessories, shipping is free.
The delivery time is 3-5 days for products we keep stocked. The current stock balance or delivery date is displayed on each product page.
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. The delivery must be acknowledged by the consignee or his representative according to the carrier's instructions.
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. If the order ends up in the shipping company's warehouse, we will subsequently charge the cost of storage rent. The cost of storage rental starts to be charged 4 working days after the first notification.
Check the goods immediately, no later than 14 days after delivery. As a customer you have an obligation 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 email@example.com.
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 in as much detail as possible why you want to complain about your product.
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.
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, 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
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 firstname.lastname@example.org to ask what information we have about you and how it has been obtained.