FAQ - Frequently asked questions

What are your customer service opening hours?

Weekdays: 10:00 a.m. – 6:00 p.m.

Saturdays: CLOSED

Sundays: CLOSED

 

What are the store opening hours?

Weekdays: 10:00 a.m. – 6:00 p.m.

Saturdays: 10:00 a.m. – 4:00 p.m.

Sundays: 10:00 a.m. – 4:00 p.m.

 

How long do I have to return an item?

As a private customer, you always have 30 days to return an item from the date it was delivered to you.

 

The following conditions apply to returns:

-The product must be unused and in undamaged condition.

-The product must not have been assembled.

-The original packaging must be undamaged.

 

Exceptions to the right of return

We would like to inform you about the exceptions to the right of return.

When ordering goods marked ‘special order’, the item/product is ordered exclusively for you or is manufactured after your order, which means that the item cannot be returned as the product is an exception to the right of withdrawal.

Please note that the right of withdrawal does not apply to all products designated as ‘special order’.

 

Please note that the right of withdrawal only applies to consumers and does not apply to business customers. If you have any questions regarding the right of withdrawal or returns, our customer service will be happy to help you with your questions.

 

For more detailed terms and conditions regarding open purchase, please refer to our terms and conditions of purchase.

 

Can I delete or change my order?

You can remove individual products or an entire order provided that the order has not been picked by our warehouse staff or shipped.

 

If you have already received a notification that your order has been shipped, it is no longer possible to cancel or change the order.

 

Please note that products marked as ‘special order’ are binding and therefore cannot be cancelled.

 

How do I make a return?

If you placed your order online, you can return it via a representative/home delivery or visit our store in Staffanstorp.

If you purchased your item in our store in Staffanstorp and wish to return it, please visit our store. Customer service does not handle returns purchased in the store.

 

We care about the environment and want to do what we can to contribute to a sustainable future. For this reason, we do not include a return slip in our shipments, but instead refer our customers to create their return via the link below.

 

Please register the items you wish to return in our returns portal by entering your order number and the email address associated with your order. LINK TO THE PORTAL – CLICK HERE!

 

Once you have completed the registration of your return, you will receive an email with a return receipt and a return slip. The return slip must be attached to the items to be returned. Please include the return receipt inside your return package.

 

 

If you have more packages/parcels that you wish to return and need more return labels, please contact our customer service.

 

 

For returns made via an agent, we charge a fixed fee of £9 per parcel, regardless of the carrier. For returns made via home delivery with collection by the carrier, we charge a fixed fee of £59 per pallet/parcel. The return fee will be automatically deducted from the refund.

 

For more detailed information about returns, CLICK HERE!

 

How do I make a complaint?

All complaints are handled exclusively by our customer service department and not in our store in Staffanstorp.

 

If, for any reason, you discover that your item is defective, please start a complaint process as soon as possible after discovering the defect. You can submit your complaint using your order number and the email address linked to your order. LINK TO THE PORTAL – CLICK HERE!

 

When you register your complaint, please describe the problem in as much detail as possible and attach photos showing the defect.

 

Each complaint is processed and evaluated manually, and you will be kept updated by our customer service team throughout the process.

 

For more detailed information about complaints, CLICK HERE!

 

 

The package was damaged upon delivery, what should I do?

All complaints are handled exclusively by our customer service team and not at our store in Staffanstorp.

 

If, contrary to expectations, your item has been damaged in transit, please start a transport damage case immediately, but no later than 5 days after receiving your delivery.

 

This also applies to so-called hidden transport damage, which is only discovered once the item has been unpacked. Therefore, please check the inner packaging and the condition of the item immediately after delivery.

 

We reserve the right to reject claims without further investigation if the deadline exceeds 5 working days from receipt.

 

To register your claim, please do so on our portal by entering your order number and the email address linked to your order. LINK TO THE PORTAL – CLICK HERE!

 

I received the wrong item in my delivery, what should I do?

We would like to start by apologising for what has happened. Please contact us as soon as possible at support@hultens.se and we will assist you in the best way possible. If possible, please send us a photo of the product you received.