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FAQ - Questions answers
MY ORDER
Orders can take between 1-7 working days to be dispatched. If you would like to make any changes to your order or cancel your order, please call our customer service representatives on +46 (0) 10 265 1650 or email us at info@fahlenofsweden.se. Our representatives are available during our business hours from 8:00 to 16:00 (GMT +1) from Monday to Friday (excluding public holidays). Please note! Once your order status states that the item has been shipped from our warehouse, we cannot make any changes or cancellations.
Customer satisfaction is our top priority.
It is possible to change or cancel your order as long as our warehouse team has not started processing it and it is ready to ship. Please check your order status to be sure you can still cancel it.
If you need assistance in the process, please contact our customer service representatives by phone or email (Mon-Fri 08:00-16:00 (GMT+1) excluding public holidays). Note: we cannot replace any damaged or opened products.
It may take up to 30 minutes for your order confirmation to arrive. Please be sure to check the spam folder in your email account. If you still haven’t received an order confirmation after a while and your email address was entered correctly, please contact our customer service representatives so they can help you.
We understand that choosing the right hair (the right length and color) can be a bit difficult. We offer our customers the possibility to exchange products under certain conditions: (i) the product must be returned in its original condition and packaging; (ii) opened products cannot be exchanged; (iii) the customer will be responsible for exchange shipping costs unless faulty items were sent to you initially. For more information, please see our return and exchange policy here; or feel free to contact our customer service representative by phone or email.
If part of your order is missing, make sure you first check your order receipt (inside your package) for information about the missing item. as well as your emails for any information about your order that you may have missed. If nothing regarding delays, out of stock or otherwise is indicated on your receipt or via email, we ask you to please contact our customer service representatives within 14 days of receiving your package to resolve the issue. We will investigate the problem and respond with 2 to 4 working days from the day the problem was reported to us. If the customer does not report the problem within 14 days, we will assume that the customer received the full order as stated on the invoice and will not subsequently be liable for any missing products.
If you have received faulty products or incorrect goods; we kindly ask you to contact our customer service representatives within 14 days of receiving your package. All calls on damaged, defective, faulty or missing items must be accompanied by photos showing proof of claims. More information can be found in our returns and exchanges policy here
PAYMENT
CREDIT CARD PAYMENT
You can shop with us using Visa, Mastercard and American Express cards approved for online shopping via Stripe payment. There are no additional fees. The amount to be paid will be reserved on your card but will only be charged when your products are shipped to you. We reserve the right to verify the validity of the payment card, that sufficient funds are available to cover the value of the order and that the holder’s address details are correct. We may refuse a purchase on the basis of this information.
KLARNA
Due to our partnership with Klarna, we can offer all our customers the chance to buy our products and either pay directly or pay in installments. To read more about Klarna’s terms and conditions, click HERE.
PAYPAL
Pay faster and more securely with PayPal. You can choose to fund your payment from your PayPal balance or via a debit or credit card linked to your PayPal account. For more information read HERE.
The amount payable for your order is reserved on your card from the day you complete your order online, you will only be charged when the product(s) are shipped to you.
There are no additional fees.
To ensure a secure payment procedure, our website uses payment for a reliable and secure internet payment gateway. We also advise our customers to use an ‘Internet credit card’ option from their bank for all their online purchases.
SHIPPING INFORMATION
We ship all over Europe (except Norway); however, we do not accept P.O. boxes or military APO/FPO addresses as your delivery address
Normally it takes between 1-7 days to process your order, and usually after we have confirmed the order details and the shipping address we will send it out. We ship Monday to Friday, with the exception of weekends, Swedish public holidays, natural disasters and severe storms that may limit our shipping company to distribute and collect from our warehouse.
Most orders take 1 to 3 working days for Scandinavia and the Baltics and within 3-5 working days to countries in Europe. We are not responsible for delays caused by destination country customs clearance processes.
Shipping costs depend on your shipping choice (e.g. standard or express) and the weight of your order – Standard shipping within Sweden 79kr – Standard shipping abroad 189kr
We will send you a delivery confirmation with a tracking number as soon as your order has left our warehouse. Please update the tracking number regularly to see where the parcel is. Please note that it can take up to 48 hours for the tracking number to be activated.
? Import duties, taxes and charges are not included in the item price or shipping cost. Please note: for countries outside the EU, there may be additional local charges such as taxes and customs duties to be paid by the customer.
We do not accept P.O. boxes or military APO/FPO addresses as your delivery address.
If your parcel is damaged during transport, we ask you to contact our customer service representatives to resolve the issue. You must submit your claim in writing within 72 hours of the delivery date and provide us with photos and proof of the damage to the packaging and the goods inside.
RETURNS AND REFUNDS
If you wish to return an item, please notify us in writing within 14 days of the arrival date of your package. Our customer service representatives should always be contacted first before sending an item back to us. More information can be found in our returns and exchanges policy here.
You will be notified by email by one of our representatives when your return has arrived at our warehouse. However, we advise you to send your return with a tracking option to follow your return journey. FOS is not responsible for lost returns. For more information, please see our returns and exchanges policy here
Refunds will be made via the original payment method after we have received, inspected and confirmed the return. Refunds usually take from 3 to 15 working days depending on your chosen bank. If you paid your order with PayPal, your refund will be faster. If you paid with Klarna, we invite you to contact Klarna customer service here for more information.
We’re sorry if we’ve made a mistake with your refund! If this is the case, please contact our customer service representatives and we will try to sort it out as soon as possible. Please make sure you provide your order number and any details about the refund when you contact us.
The shipping cost will be refunded only for cancelled orders or if we have sent you the wrong item. For all other conditions, you will be responsible for the return shipping cost or the original shipping cost will not be refunded.
If you believe you have received a faulty or defective product, please contact our customer service representatives here as soon as possible to resolve the issue. Please note: in order for us to assess the item in question, the entire product must be returned along with a detailed description of the problem and how the product was used.
COUPON CODES
Coupon codes are sent to our customers in our newsletters, so don’t forget to subscribe and/or create an account to access our offers. Some discount codes may be sent to specific individuals and may be locked to their personal accounts. Please keep an eye out for code promotions on our social media channels.
If you have a discount code or gift voucher, you need to enter the code at checkout. Type the code in the space provided and press the button to activate it. The amount will be automatically deducted from the total amount of your order.
Check the terms of the coupon if it is not accepted.
Our promotions cannot be combined with each other and you cannot use two different gift cards or voucher codes on the same order.
Unfortunately, coupon codes cannot be added retrospectively. To receive the discount, coupon codes must be added when prompted at checkout.
MY ACCOUNT
My Account is your personal space on the FOS. You can save all your information and easily access your order details and check delivery status. With an account, you can easily order without having to fill in your details every time you shop with us. Please note: FOS account is free of charge.
By creating an account, you will receive benefits such as order tracking, delivery status, regular newsletters, exclusive discount/promotional codes and access to special offers.
Yes, you can order as a ‘guest’, but we strongly recommend that you create an account for a more efficient experience.
If you wish to delete your FOS account, you must contact our customer service representatives by email and provide several details (date of birth / billing address / registered email address). We will deactivate your account and send you an email to confirm that your account has been closed.
CONTACT US
You can contact us by phone – +46 (0) 10 265 1650 – directly by email at support@fahlenofsweden.se, fill in our online contact form here. Our representatives are available during our opening hours from 8:00 to 16:00 (GMT +1) from Monday to Friday (excluding public holidays).
For business inquiries, please contact our business department via e-mail at fos@fahlenofsweden.se.
Please note: this email address is strictly for business enquiries, customer enquiries sent to this address will not be answered.
