Delivery conditions & Returns
Delivery information
Delivery time
Normal delivery time is 3-14 working days if the product(s) are in stock. If the product(s) are not in stock, the waiting time may be longer. We reserve the right to final sale.
Delivery time for furniture/order goods can vary from 5-30 working days.
Contact us if you want to know more about your particular delivery or have questions before ordering.
If you order several goods with different delivery times, all goods will be sent in one shipment when all goods have arrived at our warehouse. If the expected delivery time is delayed, we will notify you of this as soon as possible from the time the delay is notified to us. We reserve the right to exonerate ourselves from all compensation claims to the customer regarding delivery delays.
Shipping
Our shipping costs:
Sweden
Standard shipping: SEK 49
Shipping Order goods/furniture: SEK 399
Pick up in our store at ASECS Entrance C 0:-
Denmark, Finland and Germany
Standard shipping: SEK 99
Europe
Standard shipping: SEK 149
Receipt of orders
When receiving a product, it is important to check that the packaging is intact and that the number of parcels matches the shipping documents. Inspect the packaging together with the postal agent/forwarder and note any damage.
If you see that your package is not intact, very damaged or has been opened, then leave your package at the service point so that they can make a report so that it is sent back to us. If you collect it, a report must be made immediately within 48 hours. If an item should turn out to be damaged afterwards, a note facilitates the handling of complaints. Note that you may also risk being without compensation if no listing has been made. Shipping damage must be reported to us immediately for further dialogue with the forwarder. If your order includes home delivery, it is important that you are at home upon receipt in order to carry out the inspection above. Own agreements with the forwarder (for example, leaving the goods without inspection/signature), are made at your own risk.
In the event of a delivery error such as the wrong number of parcels/broken packages, notify us immediately at kundservice@nelbaehome.se. When this happens, it can take up to about 30 days before we can proceed with the case, as this then becomes a case with DHL, which has a period of 30 days to troubleshoot a package/damaged item.
This is how delivery works
Postal service: Used for delivery of larger and heavier goods. Delivery takes place to the front door if you live in an apartment and to the property boundary if you live in a villa (with normal accessibility). Delivery takes place weekdays, excluding weekends, between 8am and 5pm, where local deviations may occur. Carry-in not included. DHL always contacts you to book a time for delivery. Please note that the recipient cannot determine the delivery interval, as it is governed by DHL's fixed routes in your specific location.
Postal agent: Packages under 20 kg are delivered to the nearest delivery point as standard. To facilitate notification, please enter your mobile number for SMS notification. Please note that you must collect your package within 14 days of its arrival. If the package is not picked up within the time span, the delivery will be returned to us, which means a fee of SEK 300.
Track packages: For all shipments (except letter shipments), you will be notified of the delivery, which enables tracking of the shipment. If you have not received any notification within a week of receiving your delivery confirmation via email, please contact us to avoid a possible return to sender.
Unclaimed order
In cases where a letter, package or pallet is returned to us by the shipping company because the customer/recipient 1) did not redeem the package from the delivery point; 2) could not be found on the given telephone number for notification; 3) refused to accept the delivery; or 4) provided incorrect name, address or contact details, we will charge the customer a fee.
For letters and packages the fee amounts to SEK 300 including VAT and for pallets/larger packages the fee amounts to SEK 750 including VAT. The fee is charged to cover extra costs, such as return shipping and return administration. The amount is charged either via invoice or by deducting the fee amount from the order amount, which is refunded after the return arrives at our warehouse.
Packages to be picked up in the store must be picked up within 1 week/7 days!
If your order is not picked up within this time, a fee of SEK 300 will be added.
Return
Buy in Store
RIGHT OF EXCHANGE APPLIES WITHIN 7 DAYS (from the day the purchase was made) on unused/unbroken goods/packaging upon presentation of a receipt.
EXCHANGE FOR ANOTHER GOOD OR REFUND 30 DAYS WHEN RETURNED
No right of return on sales/promotions.
Purchases in the store can only be returned in the store, not sent!
Buy via Webshop
We apply open purchase for 14 days on all products from the regular assortment in accordance with the Distance Contracts Act (2005-59). The exception from open purchase applies to consumer-custom order goods.
The Distance Contracts Act gives you the full right to cancel your purchase within 14 days of receiving your order.
If you wish to make a return, please let us know kundservice@nelbaehome.se . In your message, your name, address, e-mail address, order number and the goods to which the return applies must be clearly stated.
After we receive that information, we will email you a return slip.
You are responsible for return shipping and you as the customer are responsible for the delivery and condition of the products upon return, the products should therefore be sent well packaged and in their original packaging. The return shipping is adjusted to your order as soon as we receive your return.
Return shipping SWEDEN
Upon purchase during SEK 1200, return shipping costs SEK 89
Upon purchase over SEK 1,200 shipping costs SEK 149
Upon purchase over SEK 3,000, return shipping costs SEK 299
Return shipping Denmark, Finland and Germany
Upon purchase during SEK 1,200 return shipping costs SEK 149
Upon purchase over SEK 1,200 shipping costs SEK 199
Upon purchase over SEK 3,000 return shipping costs SEK 299
Europe
Upon purchase during SEK 1,200 return shipping costs SEK 199
Upon purchase over SEK 1,200 shipping costs SEK 299
Upon purchase over SEK 3,000 return shipping costs SEK 399
Return shipping above does not apply to furniture, where you are responsible for the booking/cost yourself. Notify us for the return address as it is not the same as the store!
We refund the purchase amount within 30 days, in cases where the consumer cancels the purchase on valid grounds. The right of withdrawal only applies if the following requirements are met:
- The item is unused and flawless.
- Invoice/receipt available and can be presented.
- Original packaging or the equivalent is adequate packaging
If you cancel your purchase within the cancellation period, we will credit the entire purchase amount. As a consumer, however, you are responsible for any delivery and return costs. Please note that the consumer is also responsible for the return transport. The returned item must be in perfect condition and must be returned with its original packaging, or equivalent packaging. If you are unsure, please contact our support before any return, and we will get back to you with instructions.
Please note that the goods you wish to return to us must be sent within 14 days from the day you received the package.
Make a return to Nelbae Home
1. Notify us kundservice@nelbaehome.se . In your message, your name, address, e-mail address, order number and the goods to which the return applies must be clearly stated. A measurement of the package length, width and height must be written with.
2. After we receive that information, we will email you a return slip. We adjust the return shipping on your order when we receive your return.
3. Please note that the consumer is also responsible for the return transport. The returned item must be in perfect condition and must be returned with its original packaging, or equivalent packaging. If you are unsure, please contact our support before any return, and we will get back to you with instructions.