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Customer service

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ELVINE SHOP ONLINE

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: (returns & exchanges)
ELVINE
c/o Tex Press Logistik
Kryptongatan 14
431 53 Mölndal
Sweden

 

ELVINE HEAD OFFICE

Phone number: +46 31 797 09 60

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]

You must be over 18 or have permission from a parent or guardian to shop at elvine.se. When ordering products from us, you enter a purchase agreement with us. All the products on our homepage are stock items for immediate delivery. All our prices include VAT within the EU. If you order from outside the EU no VAT is charged. Elvine.se makes reservations for any misprints on this webpage. We aim for all our products to be as realistic as possible in terms of proportions and colors, but we cannot guarantee that all pictures reproduce the exact appearance of the products.

Complaints should be requested as soon as possible after the product is received and no later than 14 days after receipt. If the reason for the complaint is due to Elvine, we will pay any additional costs. If the reason for the complaint is due to an incorrect purchase or in some other way due to the customer, and the product is free of any faults or on sale, the customer is responsible for any additional costs. Once we receive the product and the complaint has been approved, we will send you a new product and reimburse you for postage or what you have paid for the product plus the postage. The Consumer Purchase Act applies to the handling of complaints. To find out which rules apply within the frame of this law, visit www.konsumentverket.se.

Force majeure
If any of the following should occur, Elvine AB is exempted from fulfilling the agreement. This applies in the event of circumstances beyond our control: strikes, war, a national state of emergency, sabotage, natural disasters, an abnormal downturn in the market, measures taken by a national government and if the company is exposed to criminal activity, a major accident or blockade.

Transport damage
If you discover that the package has been damaged when you collect it at the Post Office, you must immediately report it to the Post Office. If you discover damage later, send an email to our Customer Services at [email protected] For customer returns, the customer is responsible for any damage during transport.
 
Company details
Elvine AB
Första Långgatan 4
413 04  Göteborg
Tel: +46 31 797 09 60
e-mail: [email protected]

Company registration number: 556540-9215
VAT NO. SE556540921501
CEO: Carina Johansson

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 are working on becoming entirely PVC free during 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.