FAQ

I can not find my order confirmation, Where do I look or who do I contact?

All orders placed through our web shop should receive a confirmation of the order via email. If you have not yet received a order confirmation please check your spam folder before contacting us. If the order confirmation is not there either, then please let us know through the contact form and we will send it immediately.

Where can I find a retailer close to my location?

Please see our list of retailers to locate one close to you.

How do I find my size?

Please visit our size chart where you will find measurements in both centimeters and inches. For additional questions regarding sizes please get in touch through our contact form.

Will my Stutterheim favorites be restocked?

Items that are marked as ”Sold Out” will be unavailable for a short period of time – all other items are in stock.

How do I receive the latest information from Stutterheim?

Sign up to our newsletter in the form below and we will send you the latest news. You can also follow us directly at 
Facebook, 
Instagram, Twitter and Stutterheim Journal.

What are the differences between the Arholma coat and the Stockholm coat?

The Arholma coat is hand stitched and hand taped with visible seams. Every coat is signed and numbered by the seamstress. It has a lining and two inner pockets and a slightly slimmer cut. Please visit the Arholma section in our shop where you will find several images of all our coats.

The Stockholm coat has welded seams. It has a slightly wider cut. It has no separate lining, just the rubberized thick cotton, making it a leaner version of the Arholma.

Where is my coat produced?

All our coats are handmade in the highest quality by very skillful seamstresses. The design, development and production of prototypes take place in Stockholm at our office. The ongoing production of Arholma, Stockholm and Öland you will find in Poland. The production of our cotton coats - Arvid and Inferno is done in Lithuania. We work very closely with both of our factories and we visit each other on a regular basis and make calls in the middle of the night.

I have scratches on my coat, is this normal?

Due to the packaging of the coats, scratches might appear on the fabric of Arholma, Stockholm and Öland. By letting your coat hang, these scratches will disappear.

Is there a Stutterheim guarantee?

We can ensure you that all our products are made of the highest quality. If your product is damaged and you assume it’s a question of manufacturing fault, please contact us right away. You will get a new product or a full refund if your claim is approved.

Payment

What payment methods does Stutterheim accept?

You can pay using Visa, MasterCard and Paypal. In United States, Sweden and our global shop environment you can use American Express as well.

Can I use my foreign credit card and get my order shipped to my current location somewhere else?

Yes. We provide this option if you choose to place your order through our global shop environment. This means that you can pay with your US Credit Card and get your order shipped to Denmark etc. Please note that all orders placed through the global shop will be charged in USD.

Why is my order not going through when I try to pay for it?

Make sure that you have the right amount available in your account. Also, check with your credit card company that your card is activated for internet purchases.

What is 3D-Secure?

Our payment provider DIBS supports 3D Secure to identify the cardholder for purchases on the Internet and thereby reduce the risk of misuse of credit card information. If your card is connected to 3D Secure you will be switched over to your online bank for verification before your payment is approved. If you have further questions about security or payment, please contact us.

Shipping & Delivery

Which countries does Stutterheim ship to?

Stutterheim offers free shipping worldwide.

When will my order be shipped?

Usually we deliver your order immediately but since some of our products are handmade in a small factory we might occasionally run out of a specific size. Depending on the workload it can take up to four weeks for seamstresses to catch up.

Where is my order?

Once your order has been approved, you will receive an email confirmation with your shipping details and tracking number.

How long time does it take for my order to arrive?

Shipping usually takes between 2 and 4 business days, but may take up to 10 days for some destinations.

Is my package insured?

All items are insured against theft and accidental damage whilst in transit from the Stutterheim warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. The customer bears the responsibility for items during returns and exchanges.

Returns & Exchanges

Important information regarding returns

For all customers outside the European Union.
when returning a product for exchange or refund make sure to notify your local customs office so they can refund you the tax and customs fee or prevent you from having to pay it twice – as this isn’t anything we can control from our side.

Shipping costs
All customers pay the return-shipping fee. If you send back a faulty product please contact us first so we can send you a return label. It is very important that we receive this information, as we are not always able to reimburse you for the shipping costs afterwards.

Receiving a refund
Your refund will be credited to the credit card used when you placed your order. Additional duties and/or taxes will not be refunded.

How do I return/ exchange an item?

Items must be returned to us in perfect condition accompanied by the return form, within 14 days upon delivery. Make sure all products are exactly as you received them, with tag and seal still attached.



1. Place the item(s) in the original shipping box, or any other solid carton box. 

2. Print and carefully fill out our return form and place it in the box. You can also use this form if you want to change your order to a different product. 
Download the return form. 

3. Close the box and tape it securely.

4. Place your return shipping label on the box over the original delivery information.

5. Return at your nearest delivery point.

Please send the package to:
 


AB Svenska Regn

Box 11033 

100 61 Stockholm 

SWEDEN



Mark your package with 'STUTTERHEIM RETURNS'.

I have received a faulty product, what should I do?

We need to establish the details of the damage before we decide how to return the item. Please do not send anything back to us without our prior knowledge and confirmation. If you send back a faulty product make sure to contact us before so we can send you a return label. It’s very important that we receive this information, as we are not always able to reimburse you for the shipping costs afterwards.

Can I exchange for a more expensive product?

For security reasons, we do not save your payment information in our database. Therefore, you are not able to exchange an item for a more expensive one. If you make an exchange for a less expensive item, you will receive a refund to the original purchasers’ credit card.

Can I change my order?

An order cannot be changed once it has been processed at our warehouse. Depending on the status of the order, we only offer to cancel it. Please contact us as soon as possible and notify us if you wish to cancel your order. Make sure to have your order number available.

Can I add items to my order?

It is not possible to add items to an already placed order. This must be handled as a separate order in the web shop.