General

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 shop from our retail store list.

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.

I can not find my order confirmation / receipt, Where do I look/ 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.

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. 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.

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.

Payment

What payment methods does Stutterheim accept?

You can pay using Visa, MasterCard, American Express (Sweden, USA and the global shop environments) and Paypal.
If you live in Sweden, you can also pay by Klarna Invoice. A standard credit check is carried out when choosing invoice at checkout. Payment must be fulfilled within 14 days otherwise a delayed fee is added. You can read Klarna's payment terms here. Please note that when ordering against an invoice your shipping address needs to be your registered residence.

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 reasons why our payment provider declines your card. 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.

Returns & 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 prior knowledge and confirmation. Please visit our contact form. for contact information.

How do I return/ exchange an item?

We offer full refunds or exchange into a different size or colour within 14 days upon delivery. Items must be returned unused, in perfect condition and 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.

Important information regarding returns

Please note that we have a 14 days return policy. In order to create a pleasant shopping experience, STUTTERHEIM has an easy return procedure. All costs of returns are covered by the customer, such as shipping, duties etc.

1. Place the item(s) in the original shipping box, or any other solid carton box.
2. Print and 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.
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.
Download the return form.

For all customers outside the European Union When returning a product for exchange or refund make sure to notify your local customs office of this 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 here.
Purchased items are exchangeable into a different size and colour. All exchanges are based on stock availability and are shipped to you free of charge (you will have to pay the return shipping fee). Should you be interested in an alternative style, please print and fill out our return form. It is very important that it is filled out correctly. Remember to state your order number and clarify which items you are sending back and also the product/s you would like to change to. We will pack and send you your new product/s as soon as we get your package.

Receiving a refund
Your refund will either be credited to the original purchaser´s credit card. Additional duties and/or taxes will not be refunded.

Klarna
If your complete order is returned your Klarna invoice will be cancelled. However, if you have made a partial return, a new updated invoice will be sent to you by email. If you wish to exchange for a new item and/or size, simply place a new order with your preferred payment method. This order is paid for separately and will be handled as a new order.
Important information Following these steps is very important so we can handle your enquiry effectively.

1. Items must be returned to us in perfect condition accompanied by the return form.
2. Make sure all products are exactly as you received them, with tag and seal still attached.
3. Please send the package to:


AB Svenska Regn
Box 11033
100 61 Stockholm
SWEDEN



Mark your package with 'STUTTERHEIM RETURNS'.

Stutterheim quality guarantee
We ensure that all our products are of the highest quality and standards. But if the goods were damaged during transport or have manufacturing faults that have occurred within 6 months of purchase, please contact us immediately.

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 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.

Can I add items to my order?

Additional items must be handled as a separate order in the web shop. If the first order has not already been processed at our logistics centre, 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 additional orders as soon as possible. Please mail us through the contact form.

Shipping & Delivery

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 occasionally run out of a specific size. Depending on the workload it can take up to four weeks for seamstresses 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.

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. 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 seamstresses to catch up.

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 customer bears the responsibility for items during returns and exchanges.