As soon as your order has been registered, we will send an order confirmation to the email address you provided at checkout. Once you have received the order confirmation, you will know that your order has been placed successfully. If you cannot find your order confirmation, also check your spam folder.

When your order has been shipped, you will receive a separate email with tracking information so that you can follow the delivery.

As long as your order has not been processed, you can cancel it yourself by logging in to My Account with the email address you used when placing the order and selecting "Cancel order". You will receive confirmation once we have processed your request. If the order has already been shipped, you can instead use your right of return within 14 days of receiving it.

You pay using the payment options shown at checkout, such as card payment, direct payment, and the option to pay later. Available payment methods may vary depending on the country you order from.

All payments are handled securely through our payment service providers. We never store your card or account details.

All prices include VAT for deliveries within the EU. For deliveries outside the EU, prices are shown excluding VAT. Local VAT, customs duties, and other import fees are not calculated at checkout and may apply, payable by the recipient upon delivery.

Read more under International delivery, customs, and VAT below.

Yes, in some cases we may need to decline, adjust, or cancel an order, for example due to technical errors, incorrect stock levels, suspected fraud, or unusual purchasing and return behavior.

If an individual item in your order cannot be delivered, we reserve the right to remove the item from the order and refund the corresponding amount. If the change affects the order in a way that requires a decision from you, we will contact you before processing the order further.

If the entire order is canceled, you will be informed and the amount paid will be refunded.

We always aim to ship your order as quickly as possible and keep you updated throughout the process. In-stock items are normally shipped within 1 business day. You can expect delivery within 1–4 business days, depending on the destination and the selected shipping option.

For made-to-order items and products with longer delivery times, the estimated delivery time is stated on the respective product page. If your order contains several products with different delivery times, the order is normally shipped when all products are available. The total delivery time therefore normally follows the product with the longest delivery time.

Delivery may take longer in cases such as high order volumes, sale periods, public holidays, holiday periods, customs processing, or other unforeseen circumstances.

Shipping costs depend on the destination. The current shipping cost is always shown at checkout before you complete your purchase.

**TABLE**
Destination Shipping cost
Sweden From 69 SEK, free shipping over 1,500 SEK
Europe €15–20
Rest of the world €25–30

Pickup at our store at Vallgatan 12 in Gothenburg is free of charge for orders within Sweden and the EU.

The shipping prices above apply to small and medium-sized parcels. For larger or bulky deliveries, an order- or product-specific shipping cost may apply.

For some destinations, the shipping cost is converted to your local currency and shown at checkout before payment.

Available delivery options vary depending on the destination and delivery address. The options available for your address are automatically displayed in the shopping cart.

Depending on the destination, we offer delivery to a service point, home delivery, and other available delivery options. If you are shopping from Sweden or an EU country, you can also choose free pickup at our Vallgatan 12 store in Gothenburg.

Yes, we offer free pickup at our store in Gothenburg for customers shopping within the EU. In that case, Store pickup will appear as one of the delivery options in the shopping cart. Special procedures apply to furniture and bulky shipments, which must be collected via our goods reception area adjacent to the store. You will receive an email as soon as your order is ready for pickup, along with further instructions.

The order must be collected within 10 days of receiving the confirmation. Orders that are not collected may subsequently be canceled, and a fee for an uncollected order may be charged.

Once your order has left our warehouse, you will receive a delivery notification by email with tracking information from the carrier. You can also track your order via My account. There you can see the current delivery status, tracking information, and estimated delivery time.

If you have questions about an ongoing delivery, we recommend contacting the carrier first and providing your tracking number. The carrier has direct access to the latest information about the shipment and can often assist you more quickly with issues such as delays, missing notifications, or if a package has arrived at a service point but has not yet been registered as received.

If the carrier cannot resolve the issue, you are of course welcome to contact us, and we will be happy to assist you further.

No, the entire order is normally shipped together once all items are available. This means that the delivery time for the entire order is based on the item with the longest delivery time.

The stated delivery times are estimates, and in some cases delays may occur during transit, for example due to high demand, customs processing, or other unforeseen circumstances.

If your delivery is delayed, we recommend that you first check the latest status via your tracking link. If the package has not been updated for a longer period or is significantly delayed, please feel free to contact us via our contact form. Provide your order number, and we will help you follow up on the delivery.

If your package is not collected, delivery is refused, or the package cannot be delivered due to incorrect delivery details, it will be returned to us. The order will be refunded once the return has been processed, minus a fee covering the costs of return shipping, administration, handling, and packaging.

Sweden: 300 KR
Europe: €40
Rest of the world: €60

You have a 14-day return period from the day you receive your order. For your return to be approved, you need to register it within this period. The item must be returned in its original condition, unused, and with all tags and original packaging intact.

Log in to My pages using the email address used for the order and submit a return request for the items you wish to return. Once your request has been reviewed and approved, a return shipping label along with return instructions will be sent to your email.

Always wait for your return request to be approved before sending the items back. Returns sent without prior approval or using a shipping solution other than the return shipping label we provide cannot be accepted or processed.

You can also return items from your online order at our physical store at Vallgatan 12 in Gothenburg. Bring the item along with your order number or order confirmation, and we will assist you with the return in store. The same return terms and time limits apply. Items excluded from the right of return under our return policy cannot be returned in store.

We charge a return and handling fee for returns. The fee is based on the destination and is deducted from the refund amount.

**TABLE**

Destination Return and handling fee
Sweden 79 KR
Europe 20-25 €
Rest of the world 30-35 €

Returns handed in directly at our store Vallgatan 12 in Gothenburg are free of charge.

The prices above apply to small and medium-sized packages. For larger or bulky returns, an order- or product-specific return fee will be added.

For certain destinations, the shipping cost is converted into your local currency

For a return to be approved, the item must be in the same condition as when you received it, unused, with all tags and original packaging intact. The item must be packaged carefully so that both the product and its original packaging are protected during return shipping. Some products are delivered with an authenticity tag, which must remain attached and unbroken for the item to be returned.

Custom-made and customized products that are ordered, manufactured, or adapted specifically for the customer are not covered by the right of return. This may, for example, apply to furniture and rugs ordered or made according to the customer's choice of dimensions, color, material, upholstery, or other specifications. Special return conditions may also apply to made-to-order items that are sourced or produced specifically after the customer's order.

Sealed products that are not suitable for return for health or hygiene reasons are not covered by the right of withdrawal if the seal has been broken. This may, for example, apply to underwear, swimwear, perfumes, and skin and body care products.

Products with an authenticity tag or other security seal must be returned with the tag or seal intact. If it has been broken, removed, or damaged, the return may be rejected.

If you are unsure which return conditions apply to a specific product, please contact us before completing your purchase.

We do not offer direct exchanges. If you would like a different size, color, or product, you need to return your existing item and place a new order. To ensure that the new size or color does not sell out, we recommend placing your new order immediately. Return the original item separately according to our return instructions.

We process returns on an ongoing basis and aim to process and refund your return as soon as possible, usually within 7–14 days. Once we have received and approved the return, the amount will be refunded to the original payment method, less the return shipping fee. After the refund has been processed, it may take a few business days for the amount to appear in your account, depending on your bank or payment provider.

No, for purchases made in our physical store at Vallgatan 12, the return period is 3 days and the exchange period is 7 days from the date of purchase.

The item must be returned unused and in its original condition, with its packaging and original receipt. Returns and exchanges do not apply to sale items or special-order items.

Please check your order as soon as you receive it. If an item is damaged, defective, or you have received the wrong item, contact us as soon as possible so that we can assess the matter and help you further.

For complaints, please use our contact form. Include your order number and attach images that clearly show the fault or damage.

If the package has visible shipping damage, it must be reported directly to the carrier or pickup point upon receipt.

If you discover hidden shipping damage only after opening the package, contact us as soon as possible via our contact form. State your order number and attach photos of the damage, the product, and the packaging so that we can assist you further.

If an item is defective, you have the right to submit a complaint in accordance with applicable consumer legislation. The complaint must be submitted within a reasonable time after the defect was discovered. We assess each complaint individually based on the nature of the defect, the condition of the item, and the circumstances of the individual case.

Contact us via our contact form with your order number, a description of the defect, and images that clearly show the problem, and we will get back to you after the case has been assessed.

Size and fit may vary between different brands and models. We aim to provide as accurate a representation of each product as possible through product images and information about fit, measurements, and the model’s size when available. Some product pages also include a size guide.

If you are unsure which size to choose, you are welcome to contact us for guidance.

It varies between products. Some items are continuously restocked, while others are part of seasonal or limited collections and therefore do not always return to stock. If your size is sold out, you can click on it and choose to be notified when it is restocked. You will then receive an email if the product becomes available again.

Yes. Click the heart next to a product to add it to your wishlist. There, you can collect products you’re interested in and easily find them again later.

We strive to ensure that all information on the website is accurate and up to date, but reserve the right for any errors in, for example, product information, prices, promotions, stock levels, and images. We reserve the right to correct inaccurate information and, when necessary, adjust or cancel an order affected by an obvious error.

We offer international delivery to most countries, with some exceptions. The website automatically adapts to the country you are visiting us from. In the country selector at the bottom of the page, you can see and choose from the countries we currently deliver to.

The currency is adapted to the country you are ordering from. Prices are displayed in SEK for Sweden, DKK for Denmark, NOK for Norway, GBP for the United Kingdom, USD for the United States, and EUR for eurozone countries. For all other countries, prices are displayed and charged in EUR.

For deliveries within the EU, VAT is included in the price, and no customs or import fees will be added.

Deliveries outside the EU are shipped according to Incoterms DAP (Delivered at Place). This means that local import VAT, customs duties, and other fees may apply and must be paid by the recipient. For current information about what applies to your destination, we recommend contacting your local customs or tax authority.

If a shipment is returned to us due to unpaid import fees, the order will be canceled. Shipping costs and any expenses associated with the return may then be deducted from the refund.

For orders to Norway, VAT and any import fees are handled depending on the order’s contents and value. Orders covered by VOEC are taxed directly at checkout. For goods or orders not covered by VOEC, VAT, customs duties, and other import fees may instead be added upon import into Norway.

For orders to the United Kingdom with a value of up to £135, UK VAT is handled directly at the time of purchase. For orders over £135, standard import rules apply, which means that import VAT, any customs duties, and other fees may be added upon delivery. These are paid by the recipient.

You can find our physical store in central Gothenburg. Our address is Vallgatan 12, 411 16 Gothenburg.

Our regular Opening Hours are

Monday–Friday 10.00–18.00
Saturday 10.00–17.00
Sunday 12.00–16.00

Opening Hours may vary around public holidays and celebrations. You can always find current and exceptional Opening Hours on the Opening Hours page.

The selection online and in store largely overlaps, but may vary depending on the product and current availability. A selection of our products, especially items available by order, is only available online and is not stocked in store. At the same time, some products and sizes available in store may be unavailable online. The selection and availability are updated continuously and may therefore change over time.

For questions about our physical store, such as products and availability, purchases or returns made in the store, and other store-related matters, please feel free to contact us via our contact form or by phone at 031-13 03 95.

Questions about orders and purchases online are handled separately by our web store customer service.

No, you do not need to create an account to shop with us. You can complete your purchase as a guest. However, with an account, you can access your order history and save your details for a smoother shopping experience.

If you create an account, you are responsible for keeping your login details secure and confidential, as well as for activity carried out through your account.

You can sign up for our newsletter using the form at the bottom of the page. As a subscriber, you’ll receive news, collection launches, inspiration and invitations from Vallgatan 12.

You can unsubscribe at any time using the link at the bottom of our emails.

Vallgatan 12 i Gbg AB is the data controller and processes your personal data in accordance with applicable data protection legislation. Information about the data we collect, how it is used, and your rights can be found in our privacy policy.

Yes, we sell Gift Cards both online and in our physical store. Gift Cards purchased online are valid only in the online store, while Gift Cards purchased in the store are valid only in the physical store.