Frequently Asked Questions

You can pay at checkout using the payment methods available for your country and selected delivery option. Available payment methods may include card payment (including Visa, Mastercard and American Express), digital wallets, and invoice or instalment options provided by Klarna, where applicable.

The payment options available to you are always clearly displayed at checkout and may vary depending on your country of delivery.

For more information about Klarna’s payment services, please visit klarna.com.

We offer free shipping on orders over SEK 1000. For orders below this amount, shipping costs start from SEK 79. You may also choose to collect your order in our physical store at no additional cost.

Orders within Sweden are normally delivered within 2–4 business days to a service point or pickup location.

Orders to other EU countries are normally delivered within 5–15 business days to a local service point or pickup location, depending on destination.

Available delivery options are shown at checkout and may vary depending on country. Delivery times are estimates.

Yes, we ship to countries within the EU. At present, we do not ship to destinations outside the EU, such as the United States. Available delivery options are shown at checkout. If you have questions about delivery to a specific country, you are welcome to contact us at webshop@skansen.se.

Yes, companies are welcome to shop at the Skansen online store. For larger orders or if you have any questions, please contact us at webshop@skansen.se and we will be happy to assist you.

Yes, we offer gift wrapping as an optional add-on at checkout. Your items are wrapped together as one package in seasonal wrapping paper, regardless of how many products are included in the order. The cost for gift wrapping is shown at checkout.

If you have special requests, such as splitting your order into several wrapped packages, you are very welcome to contact us at webshop@skansen.se. We always do our best to help.

Please note that gift wrapping may be temporarily unavailable during periods of high demand, such as the Christmas season.

Once an order has been placed, it is unfortunately not possible to change details such as address, email address or phone number.

If you notice an error, it is important that you contact us as soon as possible at webshop@skansen.se. In some cases, we may be able to cancel the order so that you can place a new one with the correct details.

We always do our best to help, but what is possible depends on how far the order has progressed in our handling process.

Yes, you may cancel your order as long as it has not yet been dispatched from our warehouse. Please contact us at webshop@skansen.se as soon as possible and we will assist you.

If your order has been damaged during delivery, please contact us as soon as possible at webshop@skansen.se and we will help you further.

If you do not collect your parcel within the time stated by the service point (usually 14 days), it will be returned to us.

Uncollected parcels are not considered an exercise of the right of withdrawal. For uncollected parcels, a handling fee of SEK 99 will be charged, in addition to shipping and return costs.

No fee is charged for orders selected for in-store pickup at our physical store.

You have a statutory right of withdrawal of 14 days from the day you received your order. In addition, we offer an extended return period of 30 days, provided that the item is returned in essentially unchanged condition and in its original packaging. For more information on how to make a return, please see our returns page.

If you are not satisfied with your purchase, you may return the item and receive a refund. You are responsible for the return shipping costs.

Please complete the return form included with your order (or download it via our returns page). Pack the item in its original packaging and in a suitable outer package, and send the return according to the provided instructions.

For full instructions, please see our returns page.

Items purchased in our physical store can only be returned in-store.

If you wish to exchange an item, you will need to return the item you do not wish to keep. Once the return has been processed, the amount will be refunded (excluding return shipping costs).

You can then place a new order for the item you wish to exchange for. You have a statutory right of withdrawal of 14 days as well as a 30-day open purchase period from the day you received the item, provided that it is returned in essentially unchanged condition and in its original packaging.

Refunds are issued within 14 days from the date we receive your return, or from the date you provide proof that the item has been sent back. It may then take up to three business days before the refund appears in your account.

Yes, if the outer box used for delivery is damaged or no longer available, you may use another suitable outer package. However, the product must be returned in its original packaging.

If the original packaging is missing or damaged, this may result in a diminished value, which could lead to a deduction from the refund.

A return form is included with your order. If you no longer have the return form, you can download and print it via our returns page.

Yes, you may return an item even if the outer box is missing, provided that you are still within the withdrawal or open purchase period. The product must still be returned in its original packaging.

Please pack the item carefully in another suitable outer package to ensure it is protected during transport. If you no longer have the return form, you can download it via our returns page.

Once we have received your return, the refund will be issued within 14 days.

Please note that if the item or its packaging is damaged, a diminished value may be assessed. Any deduction will be made in accordance with our terms and conditions.

Your feedback is important to us and helps us improve. Please contact us at webshop@skansen.se and we will be happy to assist you.

If you wish to return an item and receive a refund, you can find more information on how to do so on our returns page. Additional details are also available in our terms and conditions.