Terms and conditions
DELIVERY AND CANCELLATIONS
Solestory ships worldwide. Deliveries are made in cooperation with our logistic partners and their partners in other countries around the world. Solestory is liable if the goods are damaged or lost in transit. You will need to contact our customer service within 14 days if that is the case. If the goods are lost or damaged when you return the product it is you who will be liable. Cancellation after the order has been dispatched is not possible. In cases where the order has been dispatched, the customer is required to receive the order. Cancellation is not valid until the customer has confirmed with Solestory by email. If a product has been discontinued Solestory has the right to cancel the purchase and refund any amount the customer has paid. Solestory will notify the customer of a replacement or equivalent products if available.
Once we have received your order we will send a confirmation to your email address that you entered when placing your order. It is therefore important that you enter your real e-mail address when placing your order. Save this email in order to facilitate any contact with customer service. The order confirmation (receipt) also serves as a guarantee of proof of purchase.
You can choose to pay with credit cards, by Klarna (available in Sweden, Norway, Finland, Denmark, Germany, Austria, Holland, Switzerland, Belgium, France, UK, Italy, Spain, Poland, Slovakia, Hungary, Czech Republic, and the USA.) or trough Paypal. Both services uses the latest in in data encryption and anti fraud technology to keep your information secure, reducing the risk of online fraud. Solestory AB does not handle any credit card numbers. You will get more detailed information at checkout regarding these services.
INVOICE OR SPLIT PAYMENTS
In cooperation with Klarna in selected countries you can choose to pay by invoice or split your payment.
Non-EU countries are subject to certain VAT and customs duties
Orders made in another person’s name without his consent, or otherwise as a result of Solestory suffer economic damage will be reported to the police. Solestory holds the right to change prices, correct incorrect prices on all orders as well as final sales. If a price is obviously incorrect, this may compel Solestory to cancel the purchase and refund any amount paid in the best way. This can be performed at any time.
COMPLAINTS TERMS AND WITHDRAWAL
It is important that you as a customer check your products when you receive your shipment in order to verify that the products are not damaged and correct. If you receive your item and see that it does not match the one you ordered or that it is damaged, please contact us within 14 days. Any complaints shall be made to our customer service through our contact form on the contact page. Please supply the order number and the reason for complaint and we will get back to you shortly with instructions on how to return the item. Defective products returned to Solestory should be treated as if they were faultless. It is in all types of returns extremely important that the product is packaged in such a way that it can not be damaged. When Solestory receives the product Solestory will determine whether there is a complaint or not. Solestory has the right to replace defective goods with goods of the same model. If the item has been discontinued, the customer will receive a full refund. Please note that we do not replace shipping costs that you have paid for. Remember that the shoebox is part of the goods. Should we get back a damaged box we will charge you a fee of 300 SEK. If you return used or damaged goods we cannot accept your return. We will send you an email when we receive your return and refund has been made, or when we have shipped your exchange order.
Private Consumers have the right to cancel the purchase within 30 days. The right applies only in the case that the product and its original packaging can be returned in the same state as when received. If consumers use their right to send back an order they should contact Solestory in order to get an address to send the goods to. Return shipping is paid by the consumer. If an item is damaged during transport, Solestory should be contacted within 14 days for information about compensation.
Warranty term: One year from the date of purchase. This warranty covers the product itself. To have replacement covered under this warranty performed, use our contact form on the “contact us” page. In the e-mail you need to specify your name, address, order number and a detailed description of the issue at hand. Finally, write ‘reclaim of purchase’ as subject of the e-mail and mail.
Note that replacements will not be made in the following cases, even during the warranty term.
• Failure or damage caused by improper use or carelessness
• Failure or damage caused by unjustifiable repair or modification
• Failure or damage caused by fire or water, or a natural disaster such as an earthquake
• Esthetic changes that occur during use (minor scratches, etc.)
This warranty warrants that you can receive free replacement in accordance with the terms set forth herein and within the specified term, and shall not restrict any lawful right of the Customer.
When shopping with Solestory we will save some of your data to fulfill your purchase. Solestory treats all personal information confidential and nothing is passed on to third parties. You have the right to request access to your data and if there is anything wrong you can get it changed or removed.
DAMAGED GOODS IN TRANSPORTATION
If your product is damaged in transport, whether the damage is visible or hidden it must be reported immediately to the carrier within 7 days. It is therefore important that you carefully examine your package when it arrives. Transport damage must also be reported to Solestory, within 14 days of receipt.
GENERAL DELIVERY TERMS
Our ambition is to ship your order within 1 business day from that you’ve made your order. Usually if you make your order before 09.00 AM GMT+1 we will ship it the same day. Orders placed on weekends and holidays will be shipped the next business day.
Please note! Over holidays and during highly attractive releases we will need a few more days to handle your order.
Sweden: 2-4 business days
Europe: 3-6 business days
Rest of the world: 5-10 business days
We ship all orders within Sweden with DB Schenker Privpak. You will be able to collect your package at your local DB Schenker Privpak dealer.
Shipping cost 39 sek.
All international orders are shipped with UPS. They will deliver the package to the address that you’ve registered on your profile.
Please note that custom and VAT fees may be added when importing goods from the European Union
EUROPE ZONE 3
Great Britain $7
EUROPE ZONE 4
EUROPE ZONE 5
Czech Republic 12€
Republic of Macedonia 12€
Republic of Slovenia 12€
Slovak Republic 12€
Hong Kong $20
New Zeeland $20
Rest of the world $50
If our logistic partner can’t deliver the package to you we will have to charge you 40 EUR or 50 USD for the shipping and handling back to us.
Solestory has the right to adjust prices, involve additional cost and change product information such as product pictures and offers without notice. The product images and information texts available reflect the product as much as possible. We reserve the right for any errors that may appear on the page and can not guarantee that all pictures accurately reflect the true appearance of the products. The pictures may differ depending on the color settings in your computer. All pictures should be seen as illustrations only, and do not guarantee correct appearance and characteristics.
LIABILITY FOR DEFECTS
Solestory´s responsibility for errors in delivery is limited to existing conditions of sale. Solestory bears no direct or indirect responsibility for example, but not limited to, incompatibility, delivery delays, downtime, data loss, additional work or other economic harm.
Solestory shall be exempt from liability for damages and other penalties on the performance of the contract prevented, hindered or delayed by circumstances beyond our control. As the release factor should be considered include government intervention, new / amended legislation, lack of state, war, fire, flood, labor disturbance, prohibitions, restrictions, sabotage, poor transport or weather conditions or lack of delivery from suppliers and if the company is exposed to criminal activity that affects activities.
RETENTION OF TITLE
All products remain in Solestory´s property until full payment is made.
Solestory from time to time applicable Purchase and Delivery Terms shall be applicable to all purchases from the website.
These conditions are applicable where the Swedish or other applicable law do not provide conditions that are in conflict with them. Please see Swedish Law for Home sales and distance distribution (2005:59) for further information. For residential consumers, the Consumer Protection and Distance Contracts, also includes protection for the merchant. Solestory may change the terms at any time and new or amended terms will enter into force by being posted on the website.
FREEDOM OF CHOICE
All attempts at fraud id reported to the police and Solestory reserves the right to cancel the purchase if any suspicion is raised. Swedish law shall govern any dispute any issues under these terms.