Customer service

Phone number: +46 31 797 09 60
Email: [email protected]

Customer service opening hours:
Monday – Friday: 09.00 – 17.00 Central European Time
Please note that our customer service is closed on Swedish public holidays

Address:
Första Långgatan 4
SE-413 03 Gothenburg
Sweden

General inquiries: [email protected]

Marketing: [email protected]

Economy/Finance: [email protected]

Sales: [email protected]  

CEO: [email protected]

You can either pay with credit card or Paypal. In Germany, Norway and Sweden we also offer payment with invoice via our partner Klarna. We guarantee that all communication with the bank is conducted in a secure way. By using SSL encryption (Secure Socket Layer), we guarantee that no unauthorized person can see your payment details. Your personal payment details, such as card number, personal identity number etc. will not be stored.

 

Credit card: we accept most credit cards. There are no additional charges when you pay by card. If you choose to pay by credit card, the payment is made via our partner DIBS.

 

 Paypal payments are usually credited within a few minutes. You will receive a confirmation email every time you make a payment using Paypal.

 

Klarna: When you make a purchase with Klarna you don´t need to provide your credit card number at any time and you pay when your products have been delivered. If you would like to return your product your invoice will be updated and we will reimburse you as soon as we have received your return.

We have free deliveries for orders above EUR 100. Purchasers from Norway, Switzerland, Iceland or Monaco will receive an invoice for customs clearance and local VAT from UPS.
 
We have the ambition to ship your order within 24 hours upon receival of your order. Normal delivery time is between 2-4 working days. The delivery time varies depending on your resident country, the magnitude of your order as well as the efforts of your local postal or UPS services.
 
You have the right to return or exchange the product within 14 days of receipt provided you have not used the product and it is returned undamaged. When returning or exchanging a product outside of Sweden, you are responsible for the postage costs, with the exception of incorrect deliveries or transport damage.

You have the right to return or exchange the product within 14 days of receipt provided you have not used the product and it is returned undamaged. When returning or exchanging a product outside of Sweden, you are responsible for the postage costs, with the exception of incorrect deliveries or transport damage. If you would like to return a product, follow the instructions on the form enclosed with your order. The Consumer Purchase Act applies when handling complaints. The distance agreement ceases automatically once the right to cancel a purchase has been exercised for a particular order. When returning or exchanging a product, you are responsible for the postage costs to return the product.

To return a product, start by sending an email to [email protected] quoting “return” and entering your order number in the subject field and then describe what you would like to return. Do not forget to enclose the original invoice. Then fill in the return slip enclosed with the delivery and return the package to:
 
Elvine AB
Tex Press Logistik AB
Kryptongatan 14
431 53  Mölndal
 
We will not accept packages sent cash on delivery. The money will be credited to your account once we receive your returned package and everything is approved.

When handling complaints Elvine is following European Consumer legislation. Elvine offers a three-year warranty on all products. This pre-supposes that all care instructions provided have been followed. Fair wear and tear does not qualify for the three-year warranty.

Repair not replace
Minor defects do not qualify for refunds. Repair not replace is our philosophy. If the lifetime of our garments increases, the lifetime of their environmental footprints decreases.

How to proceed
If you purchased your product in a local store, you have entered a buyer’s agreement with that store, which makes you a customer of them. If you would like to make a claim you have to contact that exact store by law.
 
If the product was purchased in Elvine’s official webstore please send an e-mail with your order number, a few images highlighting the defect as well as a short description of the defect to [email protected]

PRIVACY POLICY

Elvine AB, org. no. 556540-9215, Första Långgatan 4, 413 03 Göteborg (”Elvine”) processes personal data in accordance with applicable legislation, including the EU General Data Protection Regulation. The terms “we, our, ours and us” below refers to Elvine.

Elvine strives to be completely transparent with what personal data that is handled by Elvine and for what purposes. We therefore ask you to review this privacy policy, which describes our processing of your data and your rights by law. If you have any questions regarding our processing of your personal information, please feel free to contact us. You can find our contact information under item 6 below.
 

1    WHAT PERSONAL DATA DO WE PROCESS?

Personal data we collect from you:

-    Name,

-    Contact information, such as delivery address, country, telephone number, e-mail address,

-    Order history, such as information about the item you bought, date and time for the transaction, billing address, chosen method of payment and other information regarding your purchase,

-    Information about your contacts with us, for example by telephone, email, chat and other channels such as social media,

-    Information relating to reclaims or use of right of withdrawal,

-    Information in your contest contribution.

In cases where we do not get the above-mentioned personal data directly from you, we access them through our partners. Elvine may also receive information about you from Elvine’s payment service providers and shipping companies regarding payment and delivery of your orders.

Elvine may receive information from e-mail and other correspondence containing third-party personal data, and Elvine therefore processes such personal data. If required, Elvine will inform you as a third party about the processing of such data.
 

2    WHY DO WE PROCESS YOUR PERSONAL DATA AND WHAT LEGAL BASIS DO WE HAVE FOR THE PROCESSING?

For management of customer relationships and orders
We process names, contact information, order history, and details of your contacts with us in order to manage your orders and returns, and in order to be able to fulfil our commitments to you. This includes, inter alia, enabling you to order our products and create an account on our website where you for example can view previous orders, and for us to create and send order confirmations and notifications on delivery status and delivery issues, as well as packaging and delivering ordered products. The legal basis for our processing of your personal data in this section is that it is necessary to fulfil our agreement with you or to take action before our agreement is concluded. If you do not provide the above-mentioned personal data, we do not have the opportunity to offer and deliver our services and products or otherwise fulfil our commitments to you.

To provide customer service
We process names, contact information and order history to be able to handle customer service issues and provide you with good service, such as answering questions from you and providing customer support by phone, email, chat or other channels such as social media. The legal basis for our processing in this section is that it necessary for our legitimate interest to meet your needs and provide you with the best possible service. Therefore, our interest in processing your personal data for this purpose precedes your possible interest in protecting your personal integrity.

For quality assurance of our business
We process names, contact information, order history and information about your contacts with us in order to quality assure our business, optimize our website and our services as well as train our staff. The legal basis for our processing in this section is that it is necessary for our legitimate interest to meet your needs, provide you with the best possible service and develop our business. Therefore, our interest in processing your personal data for this purpose precedes your possible interest in protecting your personal integrity.

For promotions and competitions
We process names, contact information, information about your contacts with us and information in your contest contribution to enable you to participate in our campaigns and competitions on for example social media and thus be able to win great prices. The legal basis for our processing of your personal data for this purpose is that it is necessary for our legitimate interest to be able to provide promotions and competitions to you. Our interest in processing your personal information for this purpose precedes your possible interest in protecting your personal integrity.

For marketing
We process names, contact information and information about your contacts with us in order to inform you about our products and services. We may for example send relevant promotional offers to you, provided that you actively have agreed to receive such messages. Such messages are sent by email. The legal basis for our processing of your personal data for this purpose is that it is necessary for our legitimate interest to be able to market products and services that we believe you may be interested in. Our interest in processing your personal data for this purpose precedes your possible interest in protecting your personal integrity. If you have not agreed to receiving promotional offers we will of course not send you such offers.

For handling complaints, returns etc.
We process names, contact information, order history, information about your contacts with us and information related to complaints or use of your right of withdrawal, in order to handle your possible request to return products or to make use of your consumer rights. The legal basis for our processing in this part is that it is necessary to fulfil our agreement and to fulfil legal obligations set out in consumer legislation.

For statistics
We process names, contact information, order history, information about your contacts with us and information related to complaints or use of right of withdrawal for the purpose of obtaining statistics and analyzes regarding our business and our products and services. The legal basis for our processing of your personal data is that it is necessary for our legitimate interest to evaluate the quality of our products and services over time and develop them for the future. Our interest in processing your personal information for this purpose precedes your possible interest in protecting your personal integrity.

For accounting purposes
For accounting purposes, we process information about the transaction between Elvine and you, relating to the order you have made. We will therefore process your name, contact information and order history. The legal basis for our processing of your personal data for this purpose is that it is necessary in order to fulfil a legal obligation that applies to us.
 

3    TO WHOM DO WE DISCLOSE YOUR PERSONAL DATA AND WHERE DO WE PROCESS IT GEOGRAPHICALLY?

Your personal data may be disclosed to and processed by others. Third parties to whom we disclose your personal data are for example dispatchers in connection with delivery of goods, payment service providers and law firms handling legal issues in our business.

We also disclose your personal data to our partners and to our service providers who process personal data on our behalf, so-called data processors. We have agreements with our data processors that ensure that they process your personal data in accordance with this policy and our instructions.

We may also disclose your personal data to authorities that require us to provide such personal data.
We may also disclose your personal data in order to allow a merger, an acquisition or a sale of all or parts of Elvine’s assets.

In general, Elvine and Elvine’s collaborators process your personal data only within the EU and the EEA. Should personal data be processed outside the EU and the EEA, Elvine will take measures to ensure that the personal data continues to be protected and also take all necessary measures to ensure a legal transfer of personal data to countries outside the EU and the EEA.
 

4    HOW LONG WILL WE PROCESS YOUR PERSONAL DATA FOR THE DIFFERENT PURPOSES?

We only process personal data as long as there is a need to preserve it in order to fulfil the purposes that the data was provided or collected for. The same personal data can be stored in several different places for different purposes. This means that information which has been removed from one system because it was no longer required for that purpose may remain in another system where it is stored based on consent or for another purpose for which the personal data is still required.

Personal data processed by Elvine for the purpose of managing customer relationships and orders is saved until your order is made and for a period of three months thereafter. If you have a registered account with us, the data will be saved for three years after you place your order.  

Personal data processed to provide customer service is saved for one year after completion of purchase. Information about and correspondence regarding customer service matters is saved one year after completion of the customer service matter.

The personal data we process about you in order to quality assure our business is saved for a year.

Personal data that we process for promotions and competitions is saved until the current campaign or competition is completed.

If you have agreed to receive direct marketing and newsletters from us, we will process your personal data for this purpose until you unsubscribe or notify us that you do not want any more direct marketing messages from us.

Personal data that we process for handling complaints, returns etc. is processed during the time that we, by law or by our agreement with you, have these legal obligations towards you and up to three years after the last purchase.

Personal data processed by Elvine for accounting purposes is saved for seven years from the end of the calendar year at which the relevant financial year ended.

Your personal data may be saved for a longer period of time than what is stated above if it is required in order to follow legal requirements or decisions by official authorities.
 

5    YOUR RIGHTS

When we process your personal data, you have certain rights by law. Please note that the exercise of these rights is subject to certain requirements and conditions specified in law (the EU General Data Protection Regulation).

5.1    Right to information and access

You are entitled to, at no cost, request in writing information about the personal data we process about you.

If you do not have grounds for your request or if your request is unreasonable, for example if you request extraction or deletion frequently and at short intervals, we may either refuse to meet your request or charge a fee covering the administrative costs that your request entails.

5.2    Right to correction and deletion
If your personal data is incorrect or incomplete, you are entitled to request that we correct or supplement such personal data.

You are entitled to request the deletion of your personal data under certain circumstances (which are stated in the EU General Data Protection Regulation). Provided that your request falls within any of these circumstances, we will delete your information.

5.3    Right to object to direct marketing

You may at any time object to our handling of your personal data for direct marketing purposes or the profiling of you for such purposes. If you do not want us to process your personal data for these purposes, please inform us by contacting us through our contact details listed below, see item 6. We will then discontinue the processing of your personal data for these purposes.

5.4    Right to limited processing

Under certain circumstances specified in the EU General Data Protection Regulation, you are entitled to require that the processing of your personal data be limited. If you are entitled to this, such personal data, with exception for storage, will be processed only with your consent, or to determine, enforce or defend legal claims or to protect any other natural or legal person’s rights or for reasons relating to an important public interest.

5.5    Right to data portability

You are entitled to receive the personal data that we process about you in a structured, generally used and machine-readable format and have the right to transfer this information to another data controller when it is technically possible.

5.6    Right to submit complaints

If you are dissatisfied with how we process your personal data, please contact us, see our contact information under item 6. You are also entitled to submit complaints regarding the processing of your personal data to:

The Swedish Data Protection Authority (sw: Datainspektionen)
Box 8114
104 20 Stockholm
[email protected]
 

6    CONTACT ELVINE

You can contact us as follows:

-    via e-mail [email protected],

-    via telephone 031-797 09 60,

-    by writing a letter to or visiting us at Elvine AB, Första Långgatan 4, 413 03 Göteborg.

We have the right to unilaterally change this privacy policy. Any changes we make will come into effect no earlier than 30 days after the adjusted privacy policy has been made available to you on our website or by posting from us.


COOKIES

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Question: How do you impregnate your water repellent clothes? Is your treatment PFC-free?
Answer: We use Eco-Bionic finish for all clothes that have been treated with a water replellent impregnation. Eco-Bionic finish is a PFC-free, more environmentally friendly alternative to Fluorkemin. We have been entirely PVC free since 2015.

Question: Your product description says that the jacket is made of a water resistant fabric and has a water column of 3000mm. In what way is the fabric water proof?
Answer: Our water proof fabrics have been coated with either a PU-film or a PU-coating on the backside of the shell fabric. In addition all vital seams (neck should and armhole) have been taped.