Frequently asked questions

It is easy and safe to order on our website. Once you have found the product you would like to purchase, click on the “ADD TO CART” button to place it in your Shopping Cart. Follow the directions through the checkout process to complete your order.
Your order will not be placed until the very end of the checkout process when you will be asked what payment method you want, and you have added your name and address details and clicked on “PLACE ORDER”.

When you have placed an order, a confirmation email will be sent to you, confirming your shipping and payment address, together with details of the products you ordered.

Please check that all information is correct in this confirmation email as incorrect information can cause delays on your order.

Yes, the receipt will be included with your confirmation email you will receive after your order is placed.

If you placed an order with us but did not receive an order confirmation, it may be because an incorrect email address was provided. Please also check your junk mail to make sure the confirmation hasn’t been sorted there.

Contact me at support@matildakarinsdotter.com or check whether we have an order registered for you, and to correct your email address so that you can receive your order confirmation. It may also be because the order has not gone through.

Kindly contact me before placing a new order to avoid duplicate orders.

Unfortunately, we cannot make changes to an existing order, but if you contact us immediately, we will try to cancel the order before it leaves our warehouse. Once your purchase is cancelled, you can create a new order for the correct products, which means you avoid duplicate orders.

If you want to cancel an order before your order has left our warehouse, please send us an email immediately to support@matildakarinsdotter.com.

Please check the tracking number that was emailed to you. If that does not work, please email us at support@matildakarinsdotter.com with your order details and we will look into it immediately.

You will receive an email with a tracking link as soon as your order is shipped. Make sure to also check your junk mail folder, since emails can sometimes end up there.

I accept the following forms of payments:

• PAYPAL – Account or credit card. Available worldwide.

No. I am not offering payment by invoice at this time.

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.

Most credit cards have 3D Security which has to be activated in order for you to make a purchase.
If you are not sure whether the 3D Security for your credit card is activated or not, kindly contact your bank directly and they will help you.
Should you still experience any issues or have any questions regarding this, don’t hesitate to contact by email: support@matildakarinsdotter.com

Our return process can take up to 14 days from the date you sent back your order. As soon as your return has been received by us and your refund has been initiated, you will receive a confirmation of this by e-mail. Depending on payment method it might take 2-5 business days from when you received the return confirmation, before you get your refund.

No. Taxes for customs will be handled by your country’s custom service.

Orders usually leaves within three (5) to eight (10) working days, unless otherwise agreed or stated in the order confirmation. The time period for the shipping carrier to send the package to the customer may vary depending on which country the package should be sent to.

Free shipping within Europe.

Uncollected parcels will be returned to us and we will charge you a fee for the returned parcel. The fee covers the double shipping costs as well as picking and packing.

There is a 14-day return policy for products purchased at matildakarinsdotter.com. You therefore have the right to revoke your purchase by registering your return on my site within 14 days of the date you received parcel/or the order reached the collection point (cooling-off period).

To make a return of your order, kindly contact me for further instructions.

Send an email with the following information to support@matildakarinsdotter.com.

• Email address provided at purchase
• Order number
• Customer name
• Item number

IMPORTANT

• You are responsible for postage and shipping costs.
• Your return package must be well-protected.
• Your return package must be sent as a traceable shipment.
• You need to save the tracking number and proof of postage until we have received your return.
• Returned item(s) must be unused and in original condition. If not, a calculated fee will be taken out for restoration.

If you receive a defective or incorrect product, we aim to help you as soon as possible. Send an email containing the following information to support@matildakarinsdotter.com.

– Email address provided at purchase 
– Order number 
– Customer name 
– Item number 
– Attach a photo  

Our Customer Service Team will get back to you as soon as possible.

We will make the reimbursement using the same means of payment as you used for the initial transaction; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. Did you make a purchase during a special offer or did you use a discount code? Once your return has been received, your order will be recalculated. If the requirements for the special offer or discount are not met, the discount will be deducted from your refund.

I strive to repay the amount as soon as possible, yet no later than within 14 days from the date we received your return. Please note that we must have received the goods as a return or a delivery receipt must be presented on request before a refund can be issued.