Terms of returns

Dear Customer! 

For all types of returns to Isolda, you must first contact retur@isolda.se,
in order to obtain a valid return document which must be attached with the return.
The return order states which address the shipment is to be sent to. 

Shipping must be paid by the sender.
Isolda assists with a shipping bill if the return relates to a complaint.
During wrong ordering, the shipping is always paid by the sender. 

Isolda reserves the right to decide whether the item can be returned or not depending on which category it belongs to.
Outgoing products and goods will not be returned.

Returned goods must be in undamaged condition in original packaging (sealing or protective plastic must not be broken).
No items with alarms, labels etc. will be approved.
All products must be packed in outer packaging.
Unauthorized products or delivery from the return application will be discarded without prior notice.
80% of the value of the goods is credited upon approved return.

Transport damage

The recipient claims visible transport damage to the delivery forwarding agent who reports the damage internally.
The recipient reports to retur@isolda.se within 3 days.
Isolda complain to the freight forwarder and either sends a new item or credits it. 

ACCEPT of delivery

It is the recipient's responsibility to reconcile the delivery to the delivery note and to report deviations within 3 days to retur@isolda.se otherwise your delivery will be considered approved.
If the recipient lacks any product in the delivery or there has been an error pick, Isolda will investigate this directly and return with a solution.

Not received shipping

If Isolda receives returned packages that have not been redeemed, it will be considered an error order and credited with 80%.
Isolda will charge you for any additional costs in connection with such return.

No returns for less than 150 sek are handled.

When contacting retur@isolda.se, please provide the following information:

  • Customer number
  • Order number
  • Company name, address and telephone number
  • If there is a defective item, picking error, transport damage or ordering
  • Article number, quantity, error description

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