WILL I HAVE TO PAY ADDITIONAL TAX OR IMPORT DUTIES ON MY ORDER?
As of 31st of January 2019 we ship DDP (Delivery Duty Paid) to Canada, which means no import duties will be charged to the customer. Local taxes may occur which are beyond our control and we cannot offer advice on the possible charges to be incurred.
WHICH COUNTRIES DOES STUTTERHEIM SHIP TO?
We offer free worldwide shipping. Please select the relevant store view from the top of our website, and you'll then be able to select your country as the shipping destination at the checkout.
CAN I COLLECT MY ORDER IN STORE?
All orders must be sent to the delivery address as stipulated on your order form. We do not offer an in-store collection service.
DO YOU SHIP TO PO BOXES?
Unfortunately this is not possible as our carriers require a signature. Please provide a physical street address on your order form.
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.
WHERE WILL MY ORDER SHIP FROM?
Orders to Canada will ship from our Swedish warehouse. On occasion orders will be fulfilled from elsewhere if stock is unavailable from the default location.
WHEN WILL MY ORDER BE SHIPPED?
We usually dispatch orders from our warehouse within 1-2 days, however during busy sales periods it can take a few days longer. As soon as your order is dispatched you will receive a confirmation email with the tracking information.
HOW LONG DOES DELIVERY TAKE?
Most orders are delivered within 2-5 business days after being dispatched.
PAYMENTS AND WEBSITE
WHAT PAYMENT METHODS DOES STUTTERHEIM ACCEPT?
You can pay using Visa, MasterCard, American Express and Paypal.
WHY IS MY ORDER NOT GOING THROUGH WHEN I TRY TO PAY FOR IT?
If you're having problems placing an order then please first try from another web browser or device as this is the most common cause of the issue. Failing that please contact your bank to ensure they have not temporarily blocked the transaction.
CAN I CLAIM THE TAX BACK FOR AN ONLINE ORDER?
Unfortunately we cannot provide tax reclaim forms for online purchases.
DO YOU SELL GIFT VOUCHERS?
Unfortunately we do not offer gift vouchers, but hope to do so at some point in the future.
WHAT IS 3D-SECURE?
Our payment provider, Adyen, supports 3D Secure to identify the cardholder for purchases on the Internet (in certain markets - not all) 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 our customer support.
WHERE DO I INPUT MY COUPON CODE?
If you have a coupon code then please click where it says 'Do you have a coupon code?' beneath the total in the checkout.
MY COUPON CODE DOESN'T WORK, WHAT IS WRONG?
Please check the valid to date on the code. Please also note that coupon codes can't be combined with other offers on the site, like during sale periods.
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.
MY TRACKING NUMBER ISN'T WORKING
Once your order has been picked and packed we will send a confirmation email with your tracking reference. Please note that the tracking number may not work until the courier has scanned the package into their facility a number of hours later. If you are still having trouble tracking your package after 12 hours then please contact us by clicking here.
HOW DO I CHANGE/CANCEL MY ORDER?
If you would like to cancel your order or make any adjustments it is very important that you contact us right away. If we do not receive a message directly after the order has been placed, we cannot guarantee that we have time to stop or amend the shipment. If a cancelled order has already been sent, the customer will be in charge of sending the item back. If an order is being refused by the recipient for an unknown/unapproved reason, we reserve the right to charge a fee of 25 CAD for the cost of returning the item by the carrier.
I'VE NOT RECEIVED AN ORDER CONFIRMATION, HAS MY ORDER GONE TROUGH?
Please check first of all to see if a payment has been taken from your account. If it has then it’s possible that your email address on the order form was incorrect or that your mail provider has blocked the confirmation email from us. Please contact us by clicking here.
if that is the case. If no payment has been made then please try again to submit an order.
RETURNS & EXCHANGES
IMPORTANT INFORMATION REGARDING RETURNS
We offer free returns and exchanges within 30 days. Return labels are only provided for the original purchase. Subsequent repeat returns must be covered by the customer.
Receiving a refund
Your refund will be credited to the credit card used when you placed your order. Additional taxes will not be refunded.
CAN I RETURN SALE ITEMS?
You are welcome to return unworn items bought on sale within 30 days. We can only exchange sizes or offer you a refund, we cannot exchange sale items to other styles or colors.
CAN I EXCHANGE A PRODUCT FOR A MORE EXPENSIVE ITEM?
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. In these circumstances we will refund your original order and ask that you place a new order via our website.
If you make an exchange for a less expensive item, you will receive a refund to the original purchasers’ credit card.
HOW DO I RETURN AN ITEM BOUGHT IN-STORE?
Whether you bought directly from our own store, or from a reseller, all returns will need to be taken back to the point of purchase. For warranty claims on items bought from a reseller, please contact them directly as the warranty for the product is with the retailer.
HAVE YOU RECEIVED MY RETURN?
Please note that it can take a few days for returns to be processed following receipt of the package into our warehouse. During busy periods this can extend to a couple of weeks. If you wish to chase a return then please contact us by clicking here. Leave your order details including the return tracking reference number.
WHERE DO I GET A RETURN LABEL?
There should be a return label in the package with your delivery, if you are missing this then please contact us with your order details. Please note that we only provide return labels for the original order. Subsequent repeat returns will need to be shipped at the customer's cost. If your order does not qualify for free return shipping then please just send it back with whichever postal service is most convenient for you. We recommend recording the tracking reference as you're responsible for the item during transport.
I HAVE RECEIVED A DAMAGED PRODUCT, WHAT SHOULD I DO?
If you have received a damaged or faulty item then please return it right away with the return form completed. We will contact you once it has been received back to confirm the exchange or refund has been completed.
HOW DO I RETURN AN ITEM FOR AN EXCHANGE OR A REFUND?
Items must be returned to us in perfect condition accompanied by the return form, within 30 days of delivery. Make sure all products are exactly as you received them, with tags still attached. Read more about the procedure by clicking here.
PRODUCT INFO / SIZING / AVAILABILITY
WILL MY STUTTERHEIM BECOME STAINED FROM OTHER MATERIALS?
The rubberized cotton used in the production of many of our coats is susceptible to staining from other materials, especially leather straps and darker denim. Please be aware of this fact and handle the coat as you would a suede coat or other sensitive materials.
WATER IN THE POCKETS
Some of our coats don't have flaps over the pockets in order to maintain a clean aesthetic. As a result it is possible that water will trickle into them during heavy downpours so we recommend you keep your sensitive electronics and powdered soup elsewhere.
I HAVE YELLOW MARKS/STAINS INSIDE MY JACKET, IS THIS NORMAL?
The inside of the coat is made out of unwashed cotton. We choose not to wash the cotton as it is more environmentally friendly however this results in layers of dust inside the cotton. When the cotton comes into contact with water for the first time, the dust inside the fabric might leave these spots. All you have to do is clean the coat and these spots will disappear and won’t come back.
Setting: Delicate items
No bleach or softener
No tumble dry
Only dry the garment flat
DO STUTTERHEIM PRODUCTS COME WITH A GUARANTEE?
We can assure you that all our products are made of the highest quality. If your product is damaged and you assume it’s a manufacturing fault, please contact us right away. You will receive a replacement product or a refund if your claim is approved and is within one year of purchase.
HOW DO I FIND MY SIZE?
Please find the product you're interested in on our website, then choose FIT, then Virtual Fit Guide. Here you'll find the full list of measurements which you can compare to a jacket which you already own. For additional questions regarding sizes please please contact us by clicking here.
I HAVE FOLD MARKS ON MY COAT, IS THIS NORMAL?
Due to the nature of the rubberized cotton of many of our coats, fold marks may be present as a result of packing them for transportation. By letting your coat hang for a few days these fold marks will usually disappear. If the problem persists then please contact us by clicking here.
HOW CAN I WASH MY STUTTERHEIM?
Please refer to the care label inside your jacket. Most of our jackets can be washed in the machine:
Setting: Delicate items
No bleach or softener
No tumble dry
Only dry the garment flat
If you have persistent marks or stains on the rubberized cotton fabric then you can try rubbing them with a little oil-free acetone, but please be sure to test it on a small area of the fabric first.
WHEN WILL YOU BE GETTING MY SIZE BACK INTO STOCK?
As many of our coats are hand made in small quantities it's often a case of stock arriving as and when production is ready throughout the year. If you're after a particular style of coat then please click the link 'Is your size out of stock?' and we'll ensure you're the first to know when more become available.
TERMS AND CONDITIONS
Please find our Terms & Conditions by clicking here.
To get in touch with Stutterheim customer services please contact us by clicking here or call us: +46-8-410 233 30 (Monday to Friday 9am to 5pm CET).