Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This 30-day return policy is an additional benefit provided by Fjorella and does not affect your statutory 14-day right of withdrawal under Swedish consumer law.

To be eligible for a return under our 30-day return policy, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Your statutory 14-day right of withdrawal allows you to cancel your purchase within 14 days without giving a reason. During this period, you may examine the product to the extent necessary to determine its nature, characteristics and function. If the product has been handled more than necessary, we may be entitled to deduct an amount corresponding to the reduction in value, in accordance with applicable law.

To start a return or exercise your right of withdrawal, you can contact us at info@fjorella.com.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back without first contacting us may not be processed.

Unless otherwise required by law, you are responsible for the cost of returning an item when exercising your right of withdrawal. If you receive a defective, damaged or incorrect item, Fjorella will cover the applicable return costs.

You can always contact us for any return question at info@fjorella.com.

Damages and issues

Please inspect your order upon reception and contact us as soon as possible if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If the product is defective or incorrect, this will be handled in accordance with your statutory rights under applicable consumer law.

Exceptions / non-returnable items

Certain products may be excluded from the statutory right of withdrawal where permitted by law. This includes certain sealed products that, for hygiene or health protection reasons, are not suitable for return once the seal has been broken.

This exception only applies where permitted by applicable law and does not generally apply to all beauty or personal care products.

Perishable goods, custom-made products and personalized products may also be excluded from the right of withdrawal where permitted by law.

Please get in touch if you have questions about whether a specific product can be returned.

Sale items are not excluded from your statutory 14-day right of withdrawal solely because they were purchased at a discounted price.

Exchanges

The fastest way to ensure you get what you want is to return the item you have and, once the return has been accepted, make a separate purchase for the new item.

If you received a defective or incorrect item, please contact us before placing a new order so we can help resolve the issue.

European Union 14-day cooling-off period

If the merchandise is being shipped to a consumer within the European Union, you generally have the right to cancel or return your order within 14 days, for any reason and without giving a reason.

The withdrawal period begins on the day after you receive the goods.

To exercise your right of withdrawal, you may use our withdrawal function on the website or contact us at info@fjorella.com.

When exercising your statutory right of withdrawal, you are responsible for taking reasonable care of the product. You may examine the product to the extent necessary to determine its nature, characteristics and function. If the product has been handled beyond what is necessary, a deduction for any resulting reduction in value may apply, where permitted by law.

Certain exceptions to the right of withdrawal apply, including certain sealed products that cannot be returned for hygiene or health protection reasons once the seal has been broken.

Refunds

Once we have received your returned item, or you have provided evidence that the item has been sent back, we will process your refund in accordance with applicable law.

When you exercise your statutory right of withdrawal, we will refund the payments we have received from you, including the standard delivery cost where required by law. Additional costs resulting from your choice of a more expensive delivery option will not be refunded.

The refund will normally be made using the same payment method that you used for the original transaction, unless otherwise agreed.

Please note that your payment provider, bank or credit card company may require additional processing time before the refunded amount appears in your account.

If you have any questions about your refund, please contact us at info@fjorella.com.