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FAQ

Top questions

I can’t find a certain item in your web shop, is there any chance I may find it elsewhere?

The best way to get a hold of items that are not available in the web shop is to contact your nearest shops from our retail store list under Find Us.

How do I find my size?

Please visit our virtual size guide and/or use our size chart. For additional questions regarding sizes please feel free contacting us through our contact form.

How do I return an item?

We offer full refunds or exchange into a different size and color within 14 days upon delivery. Items must be returned unused in perfect condition accompanied by the original invoice. You will find a printable return form under Returns & Exchanges, which has to be filled out correctly. Remember to state your order number. Also clarify which items you are sending back, and why you wish to return them. Refunds for returned merchandise will be made to the original purchasers’ credit card within two weeks of the return.

How do I exchange an item?

Purchased items are exchangeable into a different size and color. All exchanges are based on stock availability and are shipped to you free of charge (costumers have to pay for the return of the items). Should you be interested in an alternative style, simply fill out the return form and return your item/s to us. You will find a printable return form on our website under ”Returns & Exchanges”, which has to be filled out correctly. Remember to state your order number and to clarify which items you are sending back and also what product/s you would like to change to. 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 purchaser’s credit card.

Payment

What payment methods does Stutterheim accept?

You can pay using Visa, Eurocard, MasterCard and Paypal. If you are from Sweden, you can also pay with Klarna Invoice.

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?

There can be several reason why our payment provider decline your card. Make sure that you have the right amount available in your account. Check with your credit card company that your card is activated for internet purchases.

Order and Tracking

Can I change my order?

An order cannot be changed once the merchandise has been processed at our warehouse. We only offer to cancel your order, depending on the status of the order. 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. However, items may still be exchanged or returned within 14 days after you have received them.

When will my order be shipped?

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

Which countries does Stutterheim ship to?

Stutterheim offers free shipping worldwide.

Where is my order?

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

Can I add items to my order?

Additional items must be handled as a separate order in the webshop. If the first order has not already been processed at our logistical center, we might be able to combine the orders. In such case, the additional shipping charge will be refunded to the original purchaser’s credit card. To improve your chances of receiving all items in the same shipment, please let us know about your orders as soon as possible. Please contact us through the contact page.

Returns and Exchanges

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

We will help you manage the shipment back to us, and make sure a new item is sent to you. Since 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 knowledge and confirmation. Please visit our contact page for contact information.

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.

Delivery

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. Please note that this time is estimated only for the actual shipping and does not include the time it takes for our seamstresses to finish your product if we don’t have it in stock.

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. In the same way the costumer have the responsibility items during returns and exchanges.

Products

Will my Stutterheim favorites be restocked?

We will add items to the webshop as soon as it comes back in stock. Our service team will be happy to put you on a waiting list. That way you'll get an email as soon as your item is back in stock.

Company information

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 or Twitter.