Exchanges and returns

RETURN/ OPEN PURCHASE

At STIL SILVER you always have a 14-day right of withdrawal from the date you receive your item. In order for the item to be returned, it must be in substantially unchanged condition, i.e. unused, intact and clean. Some of our items are sealed and the seal must remain in place for the exchange or open purchase to be approved. This is clearly marked with a text or sealing thread. For hygiene reasons, earrings may NOT be tried on, other jewelry may be tried on with caution. All jewelry must be put back in the way they came, in their plastic bags. If the plastic bag has a sealing sticker, this may not be opened for an open purchase to be approved.

When your return is received, it needs to be approved by STIL Silver, if necessary we will contact you via email. Please therefore ensure that the product is packed well. Scratches, modification of the silver etc. means a return is NOT approved. For chains and necklaces that are sent back with knots on the chain, we will charge a fee of 50-70 SEK due to the work and time it takes for us to untangle the knots correctly.

Do this:
1. Use the delivery note that comes with your order, and mark on it which goods you want to return or exchange.
2. Place the delivery note and the jewelry in the box it came in. Any boxes, packaging and accessories for the item you received must also be returned in substantially unchanged condition.
3. Put a stamp on the package and write our address there. Or buy return shipping through us, and we will be responsible from the moment you leave the package with Postnord. RETURN SHIPPING - stilsilver.se
4. You are NOT allowed to send REK to us. If you still want to do this, you must contact us first.

Goods that arrive to us after the 14 days have expired may be subject to a late fee on the invoice.

The item is shipped to:
STYLE Silver
Västra Hamngatan 20, 2nd floor
411 17 Gothenburg
SWEDEN

PLEASE NOTE THAT IT IS NOT POSSIBLE TO VISIT OUR OFFICE TO MAKE A RETURN OR COMPLAINT.

REFUND OF RETURNED GOODS:
- We have a processing time for returned goods. Refunds for received and approved returns will be processed within 2-3 business weeks from the time we receive your package.
- We do not refund original shipping but always keep SEK 39 of your order upon refund (even if you purchased economy shipping for SEK 29).
- If you have received free shipping for purchases over 700 SEK but return goods so that you end up with less than that amount, we will deduct 39 SEK from the refunded amount.
- If you ordered by REK post, we will charge a fee of 79 SEK.
- If you return parts of an order, the amount for that particular product(s) will be refunded.
- Please note that we do not send emails when your goods have been refunded. You will always receive a notification from Klarna that a return has been made.

EXCHANGE OF GOODS

Would you like to exchange a product for something else instead of getting your money back? Or change a size? Email us with the subject "exchange". Please note that you cannot exchange for something that is more expensive than what you purchased.

We also do not exchange purchases under 149 SEK. Instead, these can be sent back for open purchase and you can then place a new purchase in the webshop.

The item will be sent after approved exchange to:
STYLE Silver
Västra Hamngatan 20, 2nd floor
411 17 Gothenburg
SWEDEN

SPECIAL TERMS AND CONDITIONS FOR FREE PRODUCTS:

If you have purchased goods and received a product as a gift, the following applies:
If all items in your purchase are returned on an open purchase basis, the free item must also be returned. If this is not done, the regular price of the free item will be charged.

If you have purchased goods of a certain value in order to receive an item for free, the following applies: If you return goods so that the order value is less than the amount required to receive this free item, the free item must also be returned. If this is not done, we may charge the regular price of the free item. Please note that "free shipping" also counts as a free item. If you have placed an order with free shipping and then return the entire order to us for an open purchase, regular shipping will be charged and the remaining value of your order will be refunded.

STIL Silver reserves the right to block customers who systematically use the right to exchange. We also have the right to refrain from sending products in the event of suspected fraud. Suspected fraud attempts are always reported to Klarna.

COMPLAINT UPON ARRIVAL OF THE PACKAGE:
If the item you received has a manufacturing defect or is broken in any way upon arrival, you must email us within 48 hours and describe the defect and send a picture. We will then decide what to do with the damaged item. It is therefore important that you check the jewelry immediately upon arrival.

COMPLAINT/THE ITEM HAS BROKEN:
If the product breaks when you use it and you did not cause the damage yourself, email us at order@stilsilver.se and send a picture of the product, and describe how the product broke. According to consumer law, STIL Silver is then entitled to replace this product and send you a new one. Damage does not include wear and tear or trauma, i.e. if you accidentally break a chain, for example. According to consumer law, you have a 3-year right of complaint, if you can prove that the damage was already there when you bought the product, a so-called manufacturing defect. Silver is a sensitive and soft metal and must be treated with care.

In the event of a complaint, the goods must be sent to the same address as above.

UNREQUESTED/RECOLLECTED PACKAGES
YOU as a customer are responsible for ensuring that the correct name, address and other information is on the order and that the correct name is on the mailbox where the package is to be delivered. If the package is sent back to us without you as a customer having collected it, we will charge an administration fee of SEK 99 for this. All your information is automatically entered into Postnord's system, therefore it is important that you write the correct information and it is you as a customer who is responsible for receiving notifications correctly.

CHANGE OF DELIVERY ADDRESS
Please note that for security reasons we cannot change the address afterwards and must ship to the address listed on the order.

ATTACHED MESSAGES
Sometimes you can choose to receive an attached message with your jewelry. This is an extra bonus and is not included in the price. The message is a simple printed piece of paper where we have written down the text that belongs to the jewelry. If this is not attached, we cannot send it afterwards. You can just as easily write the words yourself on a piece of paper and attach it to the jewelry.

MESSAGES TO US.
There is a message field in the checkout of the webshop. This should not be seen as a guarantee that we can accommodate your requests there. Note that we DO NOT change the address because it is in the message field. We also cannot guarantee wrapped packages. We also cannot add products based on requests here. To make a change or cancel your order, you can send a message to order@stilsilver.se. We send all orders as quickly as possible, therefore we cannot guarantee that we will have time to see your message before your order has been shipped.

SHIPPING

STIL Silver has the following shipping options:

Standard shipping - Trackable goods letter Postnord: We ship with Postnord's Trackable goods letter service and we pack your item within 1-3 business days from the time we receive it from us. NOTE, during peak season, i.e. Christmas/Black/student it may take an extra day. When we register your order with Postnord, an email and text message are automatically sent to the contact details you provided when placing the order. You will then receive a link where you can track your order. STIL Silver cannot answer questions about how long it takes for the product to arrive, as Postnord is responsible for the delivery. Most often, the package arrives 1-3 days after it is sent from us. STIL Silver has mail pickup every weekday. If you receive an email from us that your item has been packed, it will be sent with Postnord with the next postal delivery. FREE SHIPPING FROM 700 SEK.

Registered Varubrev Postnord: We send your package using Postnord's Registered service. This means that you must personally collect your package from a postal agent and show your identification. When we register your order with Postnord, an email and text message are automatically sent to the contact details you provided when placing the order. You will then receive a link where you can track your order. Registered letters usually arrive the day after they are sent from us, but can occasionally take an extra day. STIL Silver may choose to send by registered mail if we believe that the value of the package requires this, or for another reason.

Economy shipping-slow option.

We ship with Postnord's Trackable Goods Letter service and we pack your item within 3-7 business days from the time we receive it from us. Please note, during peak season, i.e. Christmas/Black Friday/Student, it may take an extra day. When we register your order with Postnord, an email and text message are automatically sent to the contact details you provided when placing the order. You will then receive a link where you can track your order. STIL Silver cannot answer questions about how long it takes for the product to arrive, as Postnord is responsible for the delivery. The package usually arrives 1-3 days after it is sent from us. STIL Silver has mail pickup every weekday. If you receive an email from us that your item has been packed, it will be sent with Postnord with the next mail delivery.

GENERAL TERMS AND CONDITIONS
Our jewelry is made of 925 sterling silver. Many of the products are handmade or hand-cut and our measurements in the descriptions are a guide and not a guarantee. There may be a margin of error of 1-2 mm on e.g. diameter, length and width measurements in e.g. earrings, bracelets and necklaces. Keep in mind when trying on rings that a wide ring covers a larger part of your finger than a thin ring. A larger size may therefore be needed in a wide ring compared to a thin ring.