Terms and Conditions

1. General

1.1 These terms and conditions apply to purchases of products from Skansen’s online store at webshop.skansen.se (the “Website”). By placing an order via the Website, you confirm that you have read and accepted these terms and conditions and that you have understood all information provided during the ordering process.

1.2 Skansen markets and sells products exclusively to consumers for private use and not for commercial purposes. Skansen reserves the right to refuse orders from parties other than consumers or orders that are not in accordance with Skansen’s policies or these terms and conditions.

1.3 To place an order, you must be at least 18 years of age and not be under legal guardianship. If you are under 18, consent from a legal guardian is required.

1.4 You acknowledge that product images and descriptions on the Website are provided for illustrative purposes only and may not reflect all product characteristics. Colours and sizes may vary depending on the screen, hardware and software (including settings) used.

1.5 A binding agreement between you and Skansen is formed once Skansen has confirmed your order (including partial confirmation of an order). If Skansen does not approve an order, you will be notified without undue delay.

2. Orders

2.1 Skansen sells the products displayed on the Website at the time an order is placed by a consumer. 

2.2 Products are ordered by completing the ordering process on the Website. Once the order has been placed, Skansen will send an order confirmation to the email address provided by you (“Order Confirmation”). The Order Confirmation includes details of the ordered products, their main characteristics, price, payment terms, return policy, delivery costs, the applicable version of these terms and conditions, and a summary of your right of withdrawal.

2.3 If you discover any errors in the Order Confirmation, you must notify Skansen without undue delay.

2.4 Skansen does not process incorrect or incomplete orders or orders for products that are no longer available. If an order is not processed, you will be informed by email and, if payment has already been made, the paid amount will be refunded.

2.5 If you do not collect your parcel, you will be charged for the shipping and return costs incurred. Please note that parcels must be collected within 14 days from the delivery point.

2.6 An uncollected parcel is not considered an exercise of the right of withdrawal. If you place an order and fail to collect the parcel before it is returned to us (normally within 14 days), an administrative fee of SEK 99 will be charged for handling, in addition to shipping and return costs. No fee is charged for uncollected orders collected in our physical store.

3. Prices and Payment

3.1 All prices on the Website are stated in SEK and include VAT and other applicable taxes.

3.2 Any additional costs, such as delivery charges, will be clearly stated before you place your order.

3.3 Payment options offered on the Website are provided by Klarna and are subject to Klarna’s terms and conditions. Please ensure that you understand and accept the applicable terms before using the selected payment method. Via Klarna, you may choose to pay by invoice, card, instalment payment or direct payment. For payment-related questions, please contact Klarna. Any issues related to payment services should be directed to Klarna. 

4. Delivery

4.1 You may choose to have your order delivered to a service point or collected from our physical store.

For delivery to a service point, products will be delivered to the nearest service point based on the address provided at checkout.

For in-store collection, you will receive an SMS notification when your order is ready for pickup. Valid identification is required. If someone else collects the order on your behalf, identification for both parties is required. Orders must be collected within 14 days from receipt of the SMS notification. No fee is charged for uncollected in-store orders. 

For delivery-related questions, please contact customer service at webshop@skansen.se.

4.2 All stated delivery dates are estimates. 

4.3 A delivery fee starting at SEK 79 (including VAT) applies. The exact delivery cost depends on the selected delivery method and destination and will be clearly stated at checkout. 

4.4 Upon receipt of the products, you must ensure that: 
a) the quantity and characteristics correspond to the delivery confirmation; and 
b) the packaging is intact, undamaged and not wet. 

4.5 If you discover any damage to the packaging or products, or discrepancies in quantity or other deviations from the delivery confirmation, you must notify Skansen in writing and report the damage to the carrier. 

5. Statutory Right of Withdrawal

5.1  You have a statutory right to withdraw from your purchase without giving any reason within 14 days from the day you received the products.

5.2 To exercise your right of withdrawal, you must clearly notify Skansen before the withdrawal period expires, either in person at our physical store or via email or telephone. Contact details are provided at the end of these terms. You may also use the return form included with your delivery or download it via the Website. 

5.3 If you exercise your right of withdrawal, you must return the products within 14 days from the date you notified Skansen of your decision to withdraw. 

5.4 In addition to the statutory right of withdrawal, Skansen offers a 30-day open purchase policy. Open purchase applies from the day you received the product. To use open purchase, products must be returned within 30 days of receipt, in essentially unchanged condition and in their original packaging. The customer is responsible for return shipping costs. 

5.5 The right of withdrawal does not apply to: 
a) products made to the consumer’s specifications or clearly personalised; 
b) products that may deteriorate or expire quickly, such as food items, and sealed hygiene products where the seal has been broken. 

5.6 Returned products must be returned with their original packaging (including packaging materials, documentation, accessories and labels). You are responsible for any diminished value resulting from handling beyond what is necessary to establish the product’s nature, characteristics and functioning. You are responsible for return shipping costs. Products requiring collection from a service point cannot be collected by Skansen. Skansen does not reimburse costs for returns left at service points. 

5.7 Refunds will be made within 14 days from the date you notified Skansen of your withdrawal. Skansen may withhold the refund until the returned products have been received or until you have provided proof that the products have been sent back, whichever occurs first. 

5.8 Unless otherwise agreed, refunds will be made using the same payment method used for the original transaction. No administrative fee is charged for returns. 

5.9 Once returned products have been received, Skansen will verify compliance with these terms. If the products do not meet the requirements, you will be notified by email and informed of any deduction from the refund, unless you request that the products be returned to you at your expense in the condition received. The refunded amount corresponds to the value of the products only and does not include shipping costs. 

5.10 If the withdrawal period has expired, the products will be returned to you and applicable delivery costs, and where applicable the product price, will be charged. 

5.11 Skansen is not responsible for returns lost during transport to us. 

6. Defective Products

6.1 Mandatory consumer protection legislation applies to purchases via the Website. Depending on the circumstances, you may be entitled to return defective products and request repair, replacement or refund, as well as price reduction, contract termination or compensation. 

6.2 Complaints must be made within a reasonable time after you discovered or should have discovered the defect. Complaints made within two months are always considered timely. The right to complain expires three years after receipt of the product. 

6.3 To facilitate investigation, Skansen may request a description of the defect and supporting visual documentation such as photos or videos. 

6.4 If defective products must be returned, Skansen will provide a prepaid return label. If you choose another return method, products must be sent at your expense to: 

Stiftelsen Skansen 
Sales Unit 
Box 27807 
SE-115 93 Stockholm, Sweden 

If the product is confirmed to be defective, Skansen will reimburse reasonable return shipping costs. 

6.5 If you request repair, replacement or refund for a product that is not defective, and Skansen determines that the product has: 
a) been used incorrectly or subjected to neglect, improper care, damage or abnormal conditions; 
b) been involved in an accident or damaged due to improper modification or repair; 
c) been used contrary to applicable instructions; or 
d) deteriorated due to normal wear and tear, 

Skansen may, at its discretion, refuse repair, replacement or refund and charge you for delivery and service costs. To the extent permitted by law, Skansen shall not be liable for any losses, liabilities, damages, costs or expenses arising from such requests. 

7. Personal Data

7.1 Skansen values your privacy and strives to maintain a high level of data protection. Our Privacy Policy explains how and why we process your personal data and outlines your rights. By placing an order, you confirm that you have received information regarding our processing of personal data. 

8. Amendments

8.1 These terms and conditions may be amended due to changes in legislation or other reasons. Updated terms apply from the date they are published on the Website. 

8.2 Amendments do not affect orders confirmed before the updated terms take effect. 

8.3 Skansen does not undertake to store previous versions of these terms. We recommend saving or printing a copy for your records. 

9. Governing Law and Disputes

9.1 These terms and conditions are governed by Swedish law. 

9.2 If you are dissatisfied with Skansen’s handling of your case, we recommend contacting customer service at webshop@skansen.se. 

9.3 Disputes arising from purchases under these terms shall be settled by Swedish courts, unless mandatory law grants you the right to bring proceedings in another country.

9.4 You also have the right to have disputes reviewed through alternative dispute resolution, provided the matter meets applicable requirements. Skansen undertakes to participate in such proceedings. The relevant authority is:

National Board for Consumer Disputes (ARN) 
Box 174 
SE-101 23 Stockholm, Sweden 
www.arn.se

9.5 The European Commission provides information on how consumer disputes can be resolved out of court within the EU. More information is available here. 

9.6 The provisions on governing law and dispute resolution do not apply to the extent that mandatory consumer protection law in your country of residence requires otherwise. 

10. Miscellaneous and Contact

Products marketed and sold via the Website are sold and invoiced by Stiftelsen Skansen. 

Registration number: 802003-0154 
VAT number: SE802003015401 
Address: Box 27807, SE-115 93 Stockholm, Sweden 

Skansen shall not be liable for delays or failures caused by circumstances beyond Skansen’s reasonable control, including but not limited to natural disasters, strikes, pandemics, war or governmental actions. 

In the event of any discrepancy between the Swedish and English versions of these terms and conditions, the Swedish version shall prevail. 

For questions regarding orders, deliveries, general enquiries or to exercise your right of withdrawal, please contact Skansen’s customer service at webshop@skansen.se or by telephone +46 8 442 82 68.