F.A.Q | Oscar Jacobson

SHIPPING & DELIVERY

Where is my order?
With the order confirmation, you received a link with the tracking number and delivery provider. There you can track your order. If the link does not work, or if you cannot find the email; contact us via chat or the webform here on the website, and we'll assist you in tracking your delivery!

Can I change the delivery address?
As your order goes directly to our warehouse for fast delivery, we unfortunately cannot make an address change on your order after you have placed it. When you receive an order confirmation email with tracking information from us, you can change:

DHL: Change to another delivery option via DHL’s portal through the link provided in the delivery tracking email.

DHL Express: You’ll receive an email from DHL with tracking info and updates. Use this link provided to change your delivery address in DHL’s On Demand Delivery (ODD) portal.

Can I change or cancel an order?
As your order goes directly to our warehouse for fast delivery, we unfortunately cannot change or cancel your order after you have placed it. If the order is incorrect or if you are not satisfied with your purchase, we ask you to make a return. Read more about returns under the Returns tab.

What happens if I don't pick up my package?
If, after several attempts, DHL has not been able to deliver the parcel to you, the package is sent back to us. For packages that are not delivered, an administrative fee is added (300SEK/NOK/DKK/30GBP/30EUR). The fee contributes to cover the costs of shipping, returns and administration.

What is the delivery time for express delivery?
Express deliveries ordered before 1pm are delivered with DHL Express the next day, provided that the order is placed before 1pm on a weekday. Please note that some postcodes in rural areas have an extended delivery time for express (+1 day).

Do I have to be at home when the express delivery arrives?
With express delivery, your order is delivered directly to the address you entered at checkout. For DHL to be able to deliver the package, a signature is required upon delivery. If you want to pick up your order at a service point instead, you can easily do so by changing delivery method in the DHL ODD portal once you’ve received an email with tracking information for your order.

What happens if I am not at home and can receive my express delivery?
You can change method of delivery in the DHL ODD portal to an option of your choice. If the courier cannot deliver the package to you after several attempts, the package will be sent back to us. An administrative fee (300SEK/NOK/DKK/30GBP/30EUR) will then be added. The fee is a contribution to cover the costs of shipping, returns and administration incurred.

Can I pick up my order in store?
Yes, then select "Delivery in store" at checkout. There you can then choose the store you want to pick up your order in. Please note that this is only available in Sweden, Norway and Denmark where we have stores, below:

SWEDEN:

Oscar Jacobson - Birger Jarlsgatan 6, Stockholm

Sustain by Oscar Jacobson - Birger Jarlsgatan 78, Stockholm

Oscar Jacobson - Täby Centrum, Stockholm

Oscar Jacobson - Westfield Mall of Scandinavia, Stockholm

Oscar Jacobson - Kungsportsavenyn 22, Gothenburg

Sustain by Oscar Jacobson - Södra Larmgatan 14 – Victoriapassagen, Gothenburg

NORWAY:

Oscar Jacobson - Hegdehaugsveien 27, Oslo

DENMARK:

Oscar Jacobson - Christian IX's Gade 1, København

Oscar Jacobson - Store Torv 16, Aarhus

Which countries do you deliver to?
Today we deliver to addresses throughout the EU and Great Britain.

Can I return an eCom order in store?
If, against the odds, you want to return parts or your full order, you can return orders in one of our stores in Sweden, Norway or Denmark. Our store staff will assist you with exchanges and returns. They will of course happily guide you with any adjustments and tailoring changes to your garments for best possible fit.

What should I do if I ordered the wrong product?
After you have received the order confirmation, you can no longer change or cancel your order. If you change your mind after receiving the order confirmation, we ask you to wait until your order has been delivered according to your chosen delivery option, and thereafter send your parcel back to us according to our returns process and place a new order for the product(s) you want.

What happens if I cancel my purchase before I receive the delivery?
If you regret your purchase after receiving the order confirmation, we ask you to pick up your package and then send it back to us in line with our returns process.

PAYMENTS & REFUNDS

Where can I find my invoice from Klarna?
Log in to Klarna.com and you will find information about your invoice there.

What is the minimum order value?
There is no minimum order value.

I have returned my order. How long will it take before I get a refund?
We will process and reimburse you within 14 days of receiving your return. You always receive a confirmation by email after we have processed and reimbursed your return. If you have questions, you can always contact us, preferably with your order number, and we will help you.

How long do I have the right to cancel my purchase and get a full refund?
You have the right to cancel or return your order without giving any reason within fourteen (14) days. The refund period expires fourteen (14) days after the day on which you or a third party acting on your behalf, but not the transport company, takes physical possession of the goods.

I regret my purchase and want to withdraw my order. How do I go about?
If you exercise the right of withdrawal within the accepted time frame (14 days from delivery), we will refund payments in respect of the goods in question. Refunds will be made without undue delay, but no later than fourteen (14) days from the day on which we received your notification that you wish to exercise the right of withdrawal. You will always receive a confirmation by email after we have processed and imbursed your return. However, we reserve the right to delay processing the refund until we have received the goods back from you or until you have submitted proof that you have returned the goods. The refund will be processed as soon as either of these options occurs.

Can I get my refund via a different payment method than the one used when the purchase was made?
We will use the same payment method for the refund that you used for the order in question. However, a different payment method for the refund may be used if you agree to such a change. Regardless, a possible refund via another payment method will not incur any additional costs for you.

RETURNS & EXCHANGES

What fees apply for returns?
If you use the attached return shipping slip, the return is always free of charge. For shipments which were not delivered after several attempts, we charge an administrative fee (300SEK/NOK/DKK/30GBP/30EUR) for administration, handling and shipping.

How do I return my order?
You can choose to return your order via the shipping agent chosen to deliver your order or visit one of our stores. See more information about how the return process works here.

Has my return been registered?
You always receive a confirmation by email after we have processed and reimbursed your return, within 14 days of receiving the return. If you have any questions, please feel free to contact us.

Does the 14-day right of return also apply to sale and promotional items?
The right of return applies to all goods regardless of the price. Provided that the product is unused with hangtags and in new condition, it can be returned and fully refunded within 14 days.

How long do I have the right to withdraw my online purchase?
If you want to exercise your right of withdrawal, you must use the return form and return shipping slip/address label that we send with your order within fourteen (14) days. If you do not have these left, please contact us and we will email a new one.

I have returned my order. How long will it take before I am reimbursed?
We will process and reimburse you within 14 days of receiving your return. You always receive a confirmation by email after we have processed and reimbursed your return. If you have questions, you can always contact us, preferably with your order number, and we will help you.

How long do I have the right to return my purchase and get a full refund?
You have the right to return your order without giving any reason within fourteen (14) days. The refund period expires fourteen (14) days after the day on which you or a third party acting on your behalf, but not the transport company, takes physical possession of the goods.

I need a different size/color; How do I exchange the product I ordered?
You return the product via agent/DHL Express and place a new order for the desired product. You are also welcome to any of our stores in Sweden, Norway, and Denmark to exchange to the right product immediately.

CLAIMS & COMPLAINTS

How do I file a complaint?
If you want to make a complaint, we ask you to contact customer service via the form at the bottom right of the website, alternatively email customerservice@oscarjacobson.com. Describe your case and provide information about the order number and article number. Please attach pictures that show the fault on the item.

How long do I have the right to file a claim on a defective product?
You always have the right to complain about defective goods within three (3) years of receipt if you notify us of the defect within a reasonable time after you discover the defect. Complaints made within two (2) months from the time you discovered the error are always considered to have been submitted within a reasonable time.

If you advertise a faulty item within six (6) months from the time of sale, the fault is considered to have occurred before the time of sale, unless otherwise proven by Oscar Jacobson. If the complaint is made more than six (6) months after the time of sale, you are however obliged to submit proof that the fault occurred before the time of sale.

What is considered a defective item?
For an item to be assessed as defective, the fault must have occurred before the time of sale. If the goods you returned can be found to be defective, Oscar Jacobson will compensate you in accordance with current legislation.

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