- GENERAL
- SHIPPING COSTS
- PARCELS THAT ARE NOT COLLECTED
- SHIPPING AND DELIVERIES
- RIGHT OF WITHDRAWAL
- RIGHT OF RETURN – IN STORE
- RIGHT OF RETURN – ONLINE STORE
- RETURNS
- COMPLAINTS
- PAYMENT
- REFUND PROCESS
- PERSONAL DATA
- DISPUTES
- RESERVATIONS
- FORCE MAJEURE
- COMPANY INFORMATION
1. GENERAL
Woolpower’s webshop is managed by the logistics company Svalan Logistik AB, a sister company of Woolpower. The processing includes payment, delivery, return and complaint.
If you are under the age of 18, your custodian must give consent to you ordering products from us.
Each item is listed with price including VAT and the customer trolley shows the total price including VAT and shipping.
2. SHIPPING COSTS
All purchases incur a shipping cost which is SEK 49 in Sweden and EUR 12 outside of Sweden.
Purchases from our webshop are regulated by Swedish law, primarily the Swedish Distance and Doorstep Sales Act.
3. PARCELS THAT ARE NOT COLLECTED
If you do not collect your parcel and the distribution point sends it back to us, we reserve the right to charge you for the costs incurred. The fee (currently SEK 200 in Sweden and EUR 20 outside of Sweden) covers the cost of handling, administration and return shipping.
4. SHIPPING AND DELIVERIES
All products sold on Woolpower’s webshop belong to Svalan Logistik until full payment has been made. All purchases incur a shipping cost which is SEK 49 in Sweden and EUR 12 outside of Sweden.
Our aim is to deliver orders within 3-5 working days.
In Sweden, orders are delivered through Postnord, outside Sweden, orders are delivered through UPS.
In conjunction with long weekends and periods of high order intake, delivery times may be longer but we do our utmost to ensure you will receive your parcel as quickly as possible. Orders placed during holidays will be processed the following working day. Items that are not in stock are marked “Not in stock”. All deliveries include a specification of the items you have ordered.
If an item has been damaged during transport, you must report the damage direct to the carrier that delivered the item to you.
5. RIGHT OF WITHDRAWAL
The right of withdrawal means that you as customer have the right to cancel the agreement within 14 days, in accordance with the Distance and Doorstep Sales Act. The period for the right of withdrawal starts from the day you as customer receive the item.
If you want to exercise your right of withdrawal, you are obligated to maintain the item in as good condition as it was when you received it and you are thereby not permitted to use it. If the item is damaged or mislaid because you have been careless, you lose the right of withdrawal.
NOTE! The right of withdrawal does not apply to gift vouchers or broken sealed products such as Briefs Xlong W’s, Boxer Xlong M’s, Boxer M’s LITE, Hipsters W’s LITE.
6. RIGHT OF RETURN – IN STORE
When making purchases from our physical stores, Woolpower offers a 30 day right of return period. You must present your receipt and return the original packaging. For purchase of Gränsfors products you must present your receipt and return the axe, together with its Axe Book, in unused condition.
Note that the right of exchange/return does not apply to gift vouchers, nor to broken sealed items such as Briefs Xlong W’s, Boxer Xlong M’s, Boxer M’s LITE, Hipsters W’s LITE.
Only the right of exchange applies when purchasing second quality products.
NOTE! Open purchase does not apply to textiles, felt sheets, zippers, felt slippers or second sorting products.
As a customer, you have the right to examine and test the product. If you want to return the product, both the product and the packaging must be returned in such a condition that they can be sold again. If you have handled the product and/or packaging more than necessary to determine the characteristics and function of the product, you may be liable for compensation for the depreciation of the product or packaging.
7. RIGHT OF RETURN – ONLINE STORE
You are entitled to open purchase for 30 days. We do not exchange products; instead we refund the purchase price of unused products returned in their original packaging. This means that if you want a new product, you must place a new order.
As a customer, you have the right to examine and test the product. If you want to return the product, both the product and the packaging must be returned in such a condition that they can be sold again. If you have handled the product and/or packaging more than necessary to determine the characteristics and function of the product, you may be liable for compensation for the depreciation of the product or packaging.
The right of return does not apply to gift vouchers, nor to broken sealed products such as Briefs Xlong W’s, Boxer Xlong M’s, Boxer M’s LITE, Hipsters W’s LITE.
8. RETURNS
Returns are at the customer’s expense. Svalan Logistik will naturally bear the shipping cost of returned items sent back due to defects or insufficient packaging. Svalan Logistik only accepts returns of goods purchased through Woolpower’s webshop. The cost of shipping is automatically deducted from the amount returned to you. If you exercise your right of withdrawal, the money will be refunded within 30 days from the day Svalan Logistik received the item.
If you need to return an item to us, as the customer, you are responsible for the item and the packaging.
Procedure:
- Pack the goods carefully so as to avoid shipping damage.
- Make sure you get a receipt that states the parcel ID from the parcel distribution point. This makes it easier to follow the parcel’s return delivery if necessary.
- Remember to mark the return with your order number.
- Please fill in the accompanying return packing slip so that we can give you the best possible service.
- Send to:
Svalan Logistik AB
Gärdsgårdsvägen 2
831 77 Östersund
Sweden
9. COMPLAINTS
As a consumer, you have the right by law to complain for up to three years from the time of purchase, but within a reasonable time (two months) after a fault has been detected. In the first instance, we will try to rectify the defect in the item. If that is not possible, we will replace the item with a new product, or alternatively compensate you with money.
Svalan Logistik only accepts complaints regarding goods purchased through Woolpower’s webshop. Our complaint form can be found here.
Once we have received your complaint and it has been approved, we will send you a return shipping label that you can use to return the item to us.
Be prepared to provide relevant information in order for us to handle your complaint. The replacement delivery will not cost you anything. Svalan Logistik is responsible for shipping costs for complaints. It is therefore important you use the shipping documents sent out by us. If you choose to pay for the shipping yourself and the way the goods are returned, you yourself will be responsible for the goods until they reach us, which includes during transport.
In these cases and for direct contact, you can reach customer service at:
Email: contact@svalanlogistik.com
Phone: +46(0)63-122700
The parcel is sent to:
Svalan Logistik AB
Gärdsgårdsvägen 2
831 77 Östersund
Sweden
Product(s) returned for cash on delivery or after-claim will not be redeemed by Svalan Logistik.
NOTE! For the products fabric, felt sheets, zippers and felt slippers, complaints due to beauty defects are not possible.
Our unique terry-knitted material Ullfrotté Original has a loose knit and large loops on the inside with the aim of creating an air gap closest to the skin. Air closest to the body and in the garment means that the heat from the body is encapsulated and keeps you warm longer. The loosely knitted material can lead to the garment becoming both more burled and less stable in shape. These aesthetic factors affect the appearance of the garment but not the function. Therefore, they do not constitute approved reasons for complaints.
10. PAYMENT
Payment security is a matter of high priority. Svalan Logistik uses payment solutions from Klarna Bank AB, PayPal and Stripe.
NOTE! For purchases from Woolpower’s online store in SEK with delivery in Sweden, Klarna AB’s payment solution is used.
For purchases from Woolpower’s online store in EUR with delivery in Europe, payment solutions from Stripe and PayPal are used.
All payment solution providers are authorised to offer financial services.
Placing an order through woolpower.se entails certain payment obligations. As a customer, you accept payment responsibility by accepting our terms of purchase at the checkout step and clicking on the button “Go to payment”.
To make card purchases as safe as possible, all payment information is encrypted with SSL (Secure Sockets Layer). This means that the information is sent via a safe link and your card details cannot be read by any unauthorised person. None of your card details will be registered or stored by Svalan Logistik.
We accept most international cards, but not American Express. Svalan Logistik will charge your account when the purchase is completed. A confirmation of the purchase will be sent to the email address provided.
Any false order submitted to Svalan Logistik will be traced and if there is any suspicion of fraud, the purchase will be cancelled, and the incident will be reported to the police.
11. REFUND PROCESS
CARDS
We use the same payment method that you used for your order. If the original purchase was made with a credit card, the sum is credited back to the same card. Refunds will be made within a maximum of 21 calendar days from receipt of your returned product. Shipping costs are not refunded.
INVOICE/PART-PAYMENT
Same procedure as in the case of card payment. The amount is paid back on the card associated with the invoice/instalment. Shipping costs are not credited.
12. PERSONAL DATA
When you order items from our webshop, you provide us your personal data. Under the Swedish Personal Data Act, we must ask for your consent before we can process your personal data. Your personal data is safeguarded by the EU Data Protection Regulation (GDPR). When you place an order, you give your consent to that we may gather, store and process your personal information.
We use the information, among other things, to meet our obligation to you and to make sure that we can give you the service you expect from us. We will retain your personal data primarily on order to be able to deliver the goods you have ordered, for example if we are forced to provide your name and address so that the product can be delivered to you (e.g. to our courier or supplier).
You are always entitled to find out what personal data we have registered about you. If any data is incorrect, incomplete or irrelevant, you may request that the information be rectified or erased. In that case, please contact us by email.
You can read more about our privacy policy here.
13. DISPUTES
In the event of a dispute where Svalan Logistik and the customer cannot agree, we intend to participate in Alternative Dispute Resolution (ADR) in accordance with the EU rules thereof, Act (SFS 2015:671) on Alternative Dispute Resolution in Consumer Relations.
ALTERNATIVE DISPUTE RESOLUTION – ADR
The purpose of Alternative Dispute Resolution is to enable, among other things, out-of-court access to a simple, efficient and inexpensive way of resolving disputes between consumers and traders within the EU. Instead of going to court, the case is dealt with by neutral dispute resolution boards which propose or impose a solution for the parties, the consumer and the trader.
If you wish to have your case examined as an Alternative Dispute Resolution case, contact your local dispute resolution board. For consumer disputes within Sweden, contact the National Board for Consumer Disputes (ARN):
Allmänna reklamationsnämnden
Box 174
Stockholm, 10123
Sweden
In the event of a dispute, Svalan Logistik will follow the decision taken by the National Board for Consumer Disputes. The Swedish Consumer Law and the EU Consumer Law Directive safeguard your interests as a customer and naturally they apply when you shop from us.
ONLINE DISPUTE RESOLUTION – ODR
If you as a customer are dissatisfied with a product or service purchased from Svalan Logistik, you can report the matter via ARN’s website, see above, or to an EU-wide website to have your dispute investigated online, called ODR (Online Dispute Resolution). The EU website for Online Dispute Resolution can be found here at http://ec.europa.eu/odr (opens in a new window).
14. RESERVATIONS
Svalan Logistik enters reservations that goods may be out of stock or may be discontinued from the product range. Svalan Logistik cannot guarantee that all pictures reproduce exactly the actual appearance or colour of the products. The colours displayed on the screen may depend on your settings.
Svalan Logistik enters reservations for possible printing errors and incorrect pricing on the webshop and reserves the right to reject such orders.
15. FORCE MAJEURE
Svalan Logistik is not responsible for delays or failure to fulfil its obligations if the delay or the failure is caused by an event that lies beyond its reasonable control.
Examples of such incidents include war, civil unrest, infrastructure problems, government interventions, fires, floods, accidents, storms, strikes, lockouts, sabotage, major accidents or other types of natural disasters that affect us or our suppliers.
16. COMPANY INFORMATION
Svalan Logistik AB (subsidiary of Woolpower AB)
Corporate identity number: 556997-6151
Postal address and street address: Gärdsgårdsvägen 2
Postal code: 831 77 Östersund, Sweden
Contact: contact@svalanlogistik.com
Phone: +46 (0)63-122700
