FAQ

Yes, we ship worldwide, but there might be exceptions to this. We use UPS for all of our deliveries and ship to all destinations where UPS offers services.

You apply the code at checkout. At the bottom of the page, click the link that says “Have a coupon? Click here to enter your code”. A box will appear into which you enter the discount code, then click the button that says “Apply coupon”. The amount will then be reduced automatically providing that the discount code is valid for the purchase.

Please note that most of the codes are not valid on discounted items.

For orders and deliveries outside the European Union*, all taxes and import duties are included in the final price. If you have received a UPS customs payment request, please contact our customer service for further information.

*Orders within the EU are always duty-free.

Orders will be processed and dispatched within 1-2 working days. Usually, if you make your order before 09.00 am CET processing will take place the same day. Orders placed on weekends and holidays will be processed the following business day.

We offer two different types of shipping methods:

UPS Standard Shipping, 3-5 business days (free of charge).
UPS Express Saver, 2-3 business days.

The delivery times are calculated from the moment when the order has been dispatched from our warehouse.

Some destinations outside of Europe and North America may have longer delivery times.

You will have received an order confirmation via email including a UPS tracking number for your parcel. Go to www.ups.com to track your shipment. If no information is available for the order on UPS’s tracking page, it might be the case that the parcel has not been scanned yet. Try again in a few hours or the following day.

Start by checking if the email confirmation has gone into your spam folder. If not, check that the payment has been withdrawn from your account. If the purchase has gone through and you haven’t received an email confirmation, it’s possible that the email address entered on the order form was incorrect or that your email provider has blocked the confirmation email from us. Please contact customer service at: contact@stutterheim.com if that is the case.

If the payment didn’t go through, try to submit an order again.

Once your order has been processed and dispatched a confirmation email will be sent to you including a tracking number. Please note that the tracking number only starts working once the parcel has been scanned by UPS. If you are still having trouble tracking your parcel after 12 hours then please contact us at contact@stutterheim.com.

If you would like to cancel your order or make any adjustments to it, it’s crucial that you contact us promptly. If we do not receive a message immediately after the order has been placed, we cannot guarantee that there is sufficient time to stop or amend the shipment. If a cancelled order has been shipped, it’s the customer’s responsibility to return the item. If a parcel is refused by the recipient for an unknown/unapproved reason, we reserve the right to charge a fee of EUR 20 / 25 USD for the cost of returning the item with the courier service we employ. If you want to change or cancel your order, please email us at contact@stutterheim.com and put “cancel/change order” in the subject line.

Unfortunately, we do not offer exchanges. Instead, the product will have to be returned for a refund and a new order placed. We offer a 30-day return window. The steps for returns are detailed in our shipping and returns terms.

Items must be returned to us in perfect condition accompanied by the returns form, within 30 days of delivery. Make sure product(s) are in the same condition as received, with tags still attached.

RETURNS PROCEDURE – Within the EU
Please return the item(s) in the original packaging, using the return label provided – place this over the original shipping label. Please contact us by email if you have not received a return label. Return the parcel to your nearest UPS drop-off point and keep a copy of the receipt and tracking number. UPS also offer pick-ups in some cases, if that is a more suitable option for you.
Place the item(s) in the original shipping box, or any other sturdy cardboard box.
Carefully fill out our returns form and place it in the box.
Close the box and secure it with tape.
Place your return shipping label on the box over the original delivery information.
Return to your nearest UPS delivery point.
Please note that it may take a few days for returns to be processed following receipt of the parcel to our warehouse. We aim to complete returns within a few days of receiving them, however at certain times of the year such as during sale periods, it may take longer (up to 1-2 weeks) due to the extra workload. An email will be sent to you to confirm once your return has been processed.

RETURNS PROCEDURE – Outside the EU
Please return the item(s) in the original packaging, using the return label provided – place this over the original shipping label. You will have received an email subsequent to placing your order, with the customs/commercial invoice that needs to be signed and placed on the outside of the parcel for shipment. This email is sent from noreply@korallen.se.
Please contact us by email if you have not received a return label or customs/commercial invoice. Return the parcel to your nearest UPS drop-off point and keep a copy of the receipt and tracking number. UPS also offer pick-ups in some cases, if that is a more suitable option for you.
Place the item(s) in the original shipping box, or any other sturdy cardboard box.
Carefully fill out our returns form and place it in the box.
Close the box and secure it with tape.
Place your return shipping label on the box over the original delivery information.
Print 3 copies of the customs/commercial invoice and sign each one. The customs/commercial invoices must not be placed inside the box. If you drop the parcel off at a UPS access point, place all 3 invoices in a plastic pouch on the outside of the parcel. If you have scheduled a pick-up, place 2 invoices in a plastic pouch on the outside of the parcel and give the remaining one to the UPS driver.

Please note that it may take a few days for returns to be processed following receipt of the parcel to our warehouse. We aim to complete returns within a few days of receiving them, however at certain times of year such as during sale periods, it may take longer (up to 1-2 weeks) due to the extra workload. An email will be sent to you to confirm once your return has been processed.

The prepaid UPS return label was included in your original parcel. Please note that sometimes the return label and returns form can be stuck on the inside of the box. If you still can't locate it please contact our customer service at contact@stutterheim.com and you will be provided with a new UPS return label.

Please note that it may take 1-2 weeks (10 business days) for returns to be processed following receipt of the parcel to our warehouse. An email will be sent to you to confirm once your return has been processed.

"You can find the full measurements for each size and our general recommendations
for each design on the product page. Go to the Fit & Size Guide further down on the page and you will find a size chart."

Please refer to the care label inside your jacket. Most of our jackets can be washed in the machine:

Setting: Delicate items
Maximum 30°c
No bleach or softener
Do not centrifuge/spin dry
Do not tumble dry
Dry hanging

If you have persistent marks or stains on the rubberised cotton fabric you can try rubbing it with a small amount of oil-free acetone – make sure to test it on a small area of the fabric before proceeding.

The inside lining of the coat is made of unwashed cotton. We choose not to wash the cotton to minimise our environmental impact, however this means layers of dust remain inside the cotton fibre. If the cotton is exposed to moisture (such as sweat, high humidity), it may result in yellow staining as the dust emerges from inside the fibre. Simply wash the coat and these marks will disappear and won’t reappear.

Setting: Delicate items
Maximum 30°c
No bleach or softener
Do not centrifuge/spin dry
Do not tumble dry
Dry hanging

Some of our designs don't incorporate flaps over the pockets for aesthetic purposes. As a result, there is a risk raindrops may trickle into them during heavy downpours so we recommend you keep sensitive electronics elsewhere.

Due to the nature of the rubberised 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 at contact@stutterheim.se. You may speed up the process by ironing the coat from the inside at a low temperature.

If you have received a damaged or faulty item then please contact us at contact@stutterheim.com. Provide us with the order number or the email used when placing the order. If possible please take a photo that describes the issue. Images can not exceed the size of 15MB.

We do not offer repair services in our facilities. We suggest you contact your local tailor or shoe repair if you need assistance.

The Chelsea Rainwalker boots are durable due to the use of natural rubber. If you follow these care instructions the lifespan of your boots will be prolonged:
Always store your boots indoors in a cool place, as they are sensitive to sunlight and heat.
When necessary, clean the boots with lukewarm water and a soft clean cloth to wash off any dirt or sand. Let dry.
To prolong the lifetime of your Chelsea Rainwalkers, we recommend you to once in a while use a rubber care spray to polish the boots. Use a clean and soft cloth. This will prevent cracking of the material, the colour is revitalised and the rubber stays flexible.
Remove any moisture inside the boot by taking out the inlay sole and inserting dry paper towels to wick out any moisture. Never use heat or a boot dryer.

Start by emptying your browser's cache. If that doesn't resolve the issue then we suggest trying another browser or device. For issues related to payment methods please contact your bank provider directly to find out if they are blocking the transaction. Keep in mind our company is located in Europe.

If you still can't place the order or have technical issues, please contact us at: contact@stutterheim.com

At the bottom right corner of our website, you can subscribe to our newsletter by adding your email address. Once this is done you will receive an email with a welcome letter from us. If you have signed up and can't find the newsletter, then please check your spam folder.