GENERAL TERMS AND CONDITIONS – ASTRID LINDGREN STORE
Please take the time to read these terms and conditions (the ‘Terms’) as we want you to understand what applies to your order. Please contact our Customer Service if you have any questions: [email protected]
1. GENERAL
Applicability: These Terms apply when you as a consumer (‘You’) use and/or place a product order from the website. www.astridlindgren.com (the ‘Site’). The agreement is made between You and:
Astrid Lindgren Butiken AB, organisation registration number 559381-6209
Postal address: Östermalmsgatan 87 C, 114 59 Stockholm, Sweden (the ‘Astrid Lindgren Store’)
You must be 18 years or older to place an order.
Changes to the Terms: If we need to update these Terms, we will do so by publishing the updated Terms on the Site. Therefore, please read the Terms with each new purchase to ensure You are aware of the current Terms for your order.
2. THE SITE
Products: Our aim is for the Site to be an official sales window for all products related to Astrid Lindgren’s stories that our partners regularly manufacture and sell under licence from us.
Ordering gift vouchers: In addition to products, You can buy gift vouchers on the Site. Gift vouchers are valid for 24 months from the date of issue and can be used at the Astrid Lindgren’s World and Astrid Lindgren’s Näs destinations, as well as associated web shops (including the Astrid Lindgren Store). Be sure to look after gift cards, as lost or stolen cards will not be replaced, nor can gift cards be returned, repurchased, renewed or exchanged for cash. Unused amounts will expire after 24 months.
Prices: When ordering from the Site, the current prices indicated on the Site apply. Prices quoted include VAT. Prices may be adjusted over time. If You use a special offer, the price will already be discounted when You add the product to your shopping basket.
Memberships: If You choose to become a ‘Member’ of the Astrid Lindgren Store, we can communicate with You to provide news, purchase offers, information about events and other fun things. As a Member, You can also view your order history and create product wish lists. You can become a Member by registering a Member account with us following the instructions on the Site.
3. MAKING A PURCHASE
Placing an order: When You have selected the products You wish to buy and provided the required information, You can choose to finalise your order. You can do this by clicking on the ‘Pay Order’ button in the shopping basket view. By doing so You accept the application of these Terms to your order.
Order confirmation: The Astrid Lindgren Store will send an order confirmation to the email address You provided. The order confirmation confirms that we have received your order, whereupon the order becomes binding and You enter into a purchase agreement with the Astrid Lindgren Store. If You do not receive an order confirmation, please contact our Customer Service.
Once You have placed your order and received your order confirmation, no changes can be made to your order. Of course, You can still cancel the purchase and return the products under the Terms set out below. Please save the order confirmation for ease of processing, in case You need to contact Customer Service.
Discounts: Discount codes are applied at checkout. To use a discount code, add your products to the shopping basket and then enter the discount code in the discount code field.
Shipping costs: Shipping costs are not included in the price but are calculated and specified separately when an order is placed.
Payment: Payment for your order will be via Klarna. You can find more information about Klarna here. All communication and information regarding your payments will be communicated to You directly by Klarna. You can find more information and full terms about Klarna’s payment methods at www.klarna.se. For information about your payments, please contact Klarna’s Customer Service.
Delivery confirmation: As soon as we have confirmed the availability of the product and it has been dispatched from our warehouse, we will send You a delivery confirmation to the email address You provided at the time of ordering, showing the items that will be delivered to You. If an item is out of stock, You will be informed by email and refunded the amount of the missing item. That a product is displayed on the Site at a given time does not guarantee that the product is available for sale.
Receipt: You will also receive a separate receipt from Klarna to your email, which You will require in the event of a return. Be sure to save the receipt from Klarna as well as the delivery confirmation.
4. DELIVERY
Delivery times: We aim to deliver your order within 1-3 days if your delivery address is in Sweden and 3-7 working days if your delivery address is outside Sweden. However, delivery times may vary depending on the number of orders to be dispatched and circumstances beyond the control of the Astrid Lindgren Store, such as delays with the carrier.
When delivering to a non-EU country, delivery times may vary due to customs clearance. You may be required to pay a customs fee to have the parcel containing your order delivered.
Carriers: We currently use Postnord, DHL, Instabox and Budbee for delivery in Sweden. For other markets, we use DHL and/or DHL Express. The carriers that can be selected for your order are shown as delivery options in connection with your order and depend on the product You have ordered and the delivery address You have specified.
Collection: If parcels containing your order need to be collected, You will receive a notification from the carrier indicating when and where it will be available for collection and the timeframe within which it must be collected. Parcels must normally be collected in person upon presentation of valid identification and a shipping number. Notifications can be made by email, regular mail and, if You have provided a mobile phone number, also via a phone call or text.
Uncollected parcels: All parcels that are not collected from an agent will incur a fee of SEK 175. This fee corresponds to the cost of the delivery charge, return shipping and handling. If You change your mind about your order after the parcel has been sent from our warehouse, You must collect and return the parcel yourself. If the parcel is not collected, it will automatically be registered as uncollected and a charge applied accordingly.
Damage during transport: Upon receipt of the package containing your order, it is important that You immediately unpack and check that there has been no damage caused to the product(s) during transport. If You discover any damage, photograph the damaged product and the outer and inner packaging. Remember to keep all external packaging and product packaging in the case of damage during transport, as this will be required to receive your refund.
As a customer, You are responsible for reporting any damage from transport to the carrier or directly to the postal agent. Visible damage must be reported immediately, and hidden damage must be reported within a reasonable timeframe (within 2 months). Thereafter, please contact the Astrid Lindgren Store’s Customer Service with the damage number given to You by the carrier and we will take over.
Damage from transport must be reported immediately. Notification is a prerequisite for receiving a refund. Contact details for each carrier can be found on the carrier’s website.
5. RIGHT OF CANCELLATION, RETURNS, EXCHANGES AND COMPLAINTS
Right of cancellation: In accordance with the Act (2005:59) on Distance Contracts and Off-Premises Contracts (the ‘Distance Contracts Act’), You as a customer always have a 14-day right of cancellation/‘on a sale-or-return basis’ when making a purchase on the Internet. The cancellation period expires 14 days after the day You collect or receive the product. The product must be returned unused, in a saleable condition, sealed and with all labels attached.
Please note that the right of cancellation does not apply to:
(1) products that have been personalised (e.g. name engraving); or
(2) products that have been sealed for health or hygiene reasons if You have broken the seal (e.g. underwear and swimwear).
If You want to exercise your right of cancellation, You must send a message clearly stating your decision to cancel the purchase (e.g. by email to our Customer Service) before the cancellation period expires. You can use the standard form for exercising the right of cancellation on the Swedish Consumer Agency’s website, but this is not a requirement.
You must return the goods or hand them over to us without undue delay and at the latest within fourteen (14) days of informing us of your wish to cancel your order. All our shipments contain a pre-paid address label which You can use when returning the goods.
If You have exercised your right of cancellation, we will refund your payment, including delivery costs, after deducting a return shipping fee of SEK 59 / EUR 6. Please note that we will not refund any additional delivery costs incurred as a result of your choice of delivery method and that the delivery cost will only be refunded if You exercise the right of cancellation on all products in your order.
A refund will be issued without undue delay and no later than 14 days from the date on which we received your notice of withdrawal, provided that we have received the returned goods or You have provided proof of return. We will refund your payment via the same method as You used for the initial order, unless You have expressly agreed with us otherwise.
Please read the following for more information on how to return your product when exercising your right of cancellation.
Returns: If the period for cancellation as described above has expired, You can still choose to return your purchase within 30 days from the time the order was sent from the Astrid Lindgren Store’s warehouse. For the return to be considered timely, it is sufficient that within the 30-day period You have left the package with your return to the postal agent or carrier to be sent to us. The product must be returned in its original packaging, with labels intact, and in unused and undamaged condition.
Please note that the right of return does not apply to:
(1) products that have been personalised (e.g. name engraving); or
(2) products with a broken seal (such as underwear and swimwear).
If You return your order as described above, we will refund your payment, including the delivery cost, after deducting a return shipping fee of SEK 59/EUR 6. Please note that we will not refund any additional delivery costs incurred as a result of your choice of delivery method and that the delivery cost will only be refunded if You return all the products in your order.
In the case of a return, a refund will be issued as soon as the return is received and checked. If You paid by card, your refund will be paid to the same card. If You paid by invoice, the refund amount will be adjusted; You can find the updated invoice at www.klarna.se. More information on refunds from Klarna can be found here. You will only pay for the goods You keep. If You have an unpaid invoice for your order, it is important that You log in yourself at www.klarna.se and extend the payment time of the invoice to allow the return to be registered. You can also contact Klarna’s Customer Service for assistance on +46 8-120 120 10.
Please read the following for more information on how to return your goods.
Exchanges: We are not able to offer exchanges for products, however, You can return the product for a refund and then place a new order for the product You wish to purchase. If You used a discount code on your purchase and would like to purchase the same product in a different size, please contact our Customer Service.
Complaints: As a consumer, You have a statutory 3-year right to submit a complaint. If You have purchased a product from the Astrid Lindgren Shop and discovered that it is defective or damaged, You are requested to submit a complaint about the product immediately. Two months is considered a reasonable timeframe for submitting a complaint about a product after discovering a defect/damage.
If You wish to make a complaint, please submit a request to our Customer Service. Make sure You have the order number for the product ready when You contact our Customer Service so we can help You more quickly. Once a complaint is approved, the product must always be returned to our warehouse. Free return shipping is always provided in the case of approved complaints. Our Customer Service will help to provide You with a return shipping label and return note. Once the product has been returned and checked, You will be refunded in accordance with current consumer legislation. The Astrid Lindgren Store reserves the right to refuse a complaint if a product does not prove to be faulty under current consumer legislation. We follow the recommendations of the National Board for Consumer Disputes.
6. OTHER
Processing of personal data: To fulfil your order and our obligations to You, as well as to provide You with information, we need to process the personal data You provide on the Site. We also need to share your personal data with other companies within our group and our partners who help us with payment and delivery, such as Klarna and our carriers. Read more about how we process personal data and our use of cookies in our Privacy Policy here.
Intellectual property: The Site, and all the content on it, is owned by the Astrid Lindgren Store or its licensors. Among other protections, the content is covered by intellectual property laws. This means that use of the content, other than for your personal, non-commercial use, always requires authorisation from the Astrid Lindgren Store.
Transfer: We reserve the right to transfer to a third party any payment claims, including instalment payments, that arise in connection with your purchase.
Responsibilities of the Astrid Lindgren Store: The Astrid Lindgren Store is responsible for products according to applicable consumer legislation. We will not be liable for any indirect losses arising from primary loss or damage, such as loss of profit or loss of business opportunities, or for failure to deliver goods or fulfil any of our other obligations under these Terms where such a failure is a result of circumstances beyond our control or that of a third party engaged by us (such as, but not limited to, delays by our carriers, technical problems, fire, flooding, storms, riot or civil commotion, war, nuclear accident and terrorism). Our maximum liability to You for any loss or damage arising in connection with your order from the Site is limited to the total amount of your order.
We do our best to ensure that product images represent the product as realistically as possible, but due to differences between monitors, colours may be displayed differently. Furthermore, information about dimensions, colour, material and other product characteristics are usually provided by third parties, for which Astrid Lindgren Butiken AB cannot be held responsible.
Your responsibilities as a customer: You are responsible for ensuring that the information You provide to us is correct and complete, and that no unauthorised person uses your login details if You have a Member Account. If You suspect that an unauthorised person has gained access to your password, You must immediately report this to our Customer Service. You are responsible for all purchases made with your login details if no such report has been made. The Astrid Lindgren Store has the right to provide You with new login details. If the Astrid Lindgren Store suspects that You are misusing your Member Account or the Site, violating our Terms or otherwise trying to interfere with the Site, the Astrid Lindgren Store reserves the right to deny You access to the Site and terminate your account. Furthermore, the Astrid Lindgren Store reserves the right to refuse or change your order if, for example, You provide false personal data, issues arise with your payment or if You have demonstrated fraudulent behaviour.
Complaints: If You have a complaint about the Astrid Lindgren Store or Site, please contact our Customer Service so that we can try to solve the problem together in the best possible way. If You are still not satisfied, You can make a complaint to the National Board for Consumer Disputes here, which deals with disputes between consumers and businesses, or make a complaint via the EU’s Online Dispute Resolution Platform, which You can access here. This so-called ODR platform offers the possibility for consumers and traders to try to resolve disputes about complaints about products bought online out of court. As a consumer, You can also seek advice from the Swedish Consumer Agency’s guidance service Hallå konsument here or from your municipality’s consumer advice centre.
Swedish law shall apply to these Terms and the agreement entered into with the Astrid Lindgren Store. If a dispute cannot be resolved in one of the ways described above, the dispute shall be settled by a general court in Sweden.