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RETURNS

THE SHORT VERSION OF OUR RETURN POLICY

• You can return the product within 14 days of delivery.
• The product must be in new condition with tags attached and returned in the received polybag.
• All orders in Sweden will be charged 79 SEK fee upon return.
• All domestic orders will be charged a 15 EUR fee upon return.
• Want to change to another size? Return the first order for a refund and order a replacement.
• Did you get the wrong item or is it damaged? Contact us and we’ll sort it out 👍
• If a package is unclaimed you might have to pay a handling fee of €15 upon return.
• Remember, you can always reach us at customerservice@ouragency.se

RETURN POLICY

If you’re not completely satisfied with your purchase – return the products within 14 days. Contact us at customerservice@ouragency.se and we will send you a return form.
Please note that all orders are subjected to a return fee. The return fee will be deducted from the total amount and then transferred back to the customer when the order has been fully received at our warehouse.

Keep in mind the package is your responsibility; this includes the cost of the product itself. We, therefore, recommend using a delivery service that insures you of the value of the content.

RETURN CONDITIONS

Returned items must be in new condition with original packaging and tags. Please avoid wearing perfume or deodorant that could leave marks or scent on the product while trying it on. We won’t be able to accept the return where these instructions have not been followed.

RETURNING A PACKAGE

Send the item back in its original condition. Please use the same bag as it can be resealed to minimize environmental impact. You have 14 days to return it to us if you live in Sweden and 14 days if you’ve ordered internationally and keep in mind to always ask for a receipt of proof after dropping off your return at a checkpoint.

We do not stand accountable if you as a customer decide to NOT use a return label that was made by us when returning your package.

Note: For international orders, keep in mind that you can only drop off your return at a checkpoint that provides DHL EXPRESS!

WANT TO SWITCH TO ANOTHER SIZE?

Return the product in the package as with any return and place a new order with the preferred item.

TRANSPORT DAMAGE OR FAULTY ITEM

If the product is lost or faulty upon arrival, please contact us by e-mail at customerservice@ouragency.se and include the order number, pictures, and a short description explaining the fault and we will get back to you as soon as possible. We will send out a return label for you to use if your reclaim gets approved.

We do not approve products that are damaged as a result of daily use or products not purchased at our webshop.

UNCLAIMED PACKAGES

As packages that aren’t picked up at your post office have to be sent back to us we reserve the right to charge you a handling fee to cover the return shipping costs.


SHIPPING

WE SHIP TO

Sweden, Belgium, Denmark, Germany and Netherlands.

DOMESTIC SHIPPING IN SWEDEN, PROCESSING AND DELIVERY TIMES

All our products are safely and quickly shipped with DHL. Orders are processed Monday through Friday, 8 AM to 3 PM CEST, excluding major holidays, and are usually shipped 1-2 working days from when an order is placed. Please allow a minimum of 1-3 working days until delivery. The tracking number will be sent to you by email.

INTERNATIONAL SHIPPING, PROCESSING AND DELIVERY TIMES

Orders are processed Monday through Friday, 8 AM to 2 PM CEST, excluding major holidays, and are usually shipped 1-2 working days from when an order is placed. Delivery time is usually 3-5 working days but may differ depending on the country of destination. The tracking number will be sent to you by email. If you haven’t gotten an email within 4 working days from the time you placed your order please contact customerservice@ouragency.se

INTERNATIONAL SHIPPING OUTSIDE OF THE EU

International orders will be sent with DHL Express and are shipped as “DAP”/“Delivered At Place” which means that your order may be subject to customs duties and taxes. Rut & Circle is not able to answer any questions regarding the amount charged or any other customs/import-related questions as this is handled and governed by the destination country.
As soon as the order has been shipped the tracking number will be sent to you by email.

SHIPPING FEES

All orders are subjected to a shipping fee:

• 79 SEK
• 10 EUR

DAMAGED SHIPMENTS

It shouldn’t happen but sadly sometimes packages are lost, stolen, or damaged and if it does happen to your order please contact the transport company as they are responsible for your package as soon as it leaves our storage facility. As soon as it’s dispatched you’ll have to track it using the transport companies tracking service and make sure you pick it up before it’s sent back to us. Calling the transport company directly can complete claims should any problems arise. Processing times range between 5-10 business days.