Chat with our super smart AI bot below! Her name is Aicicia and she answers around the clock

Make changes to your order here

Change mobile number / Change address / Cancel the order

Fill in the order number and postal code below. Click the Change button, and you will be taken to a page where you can make these changes yourself.

Frequently Asked Questions

QUESTION: How do I track my order/delivery?

Through any of these options

1. Through the tracking link we emailed and texted to you.
2. Ask in the chat above.
3. Enter order ID and postal code above and click the button

QUESTION: Where is my order?

• The most common situation is that the order has actually arrived at your pickup point/service point, but you have not received the notification from the shipping company. You should have received a tracking number via email from us (possibly also directly from the shipping company). Track your order
• Are you sure we have shipped your order? If one or more products were out of stock, we sometimes wait to ship until everything is in stock. This info should be clear at the time of order.
• We have shipped it but an unusually long delay at the shipping companyhas occurred.
• It is completely lost in delivery. This happens about 1 in 500 times and is never pleasant when it occurs. You do not have to suffer, as we either refund your payment or resend the order. If you have not received your order 2 weeks after we shipped it, contact us and we will resolve it.

QUESTION: Have you shipped my order? When will my order be shipped?

ANSWER: You will receive an email and sometimes also a text message when we ship your order. If you have not received either, it is very likely that we have not shipped your order.
On weekdays, we work hard to ship your order within 24 hours from when you placed it, provided all products in your order are in stock.
If you have pre-ordered products that are not in stock, we usually only ship the order when everything has arrived in stock.

QUESTION: I have canceled my order that has not yet been shipped. Can I cancel it?

ANSWER: Yes, you can as long as we have not packed or shipped your order. You can also cancel items that have not yet been shipped on a partially shipped order.
Fill in the order number and postal code above under the "Make changes to your order here" title, and you will be taken to a page where you can cancel your order. A link to this is also in your order summary.

QUESTION/PROBLEM: Cannot log in / Forgot password.

Request a new password here

QUESTION: I have a question about my invoice or installment payment.

ANSWER: It is best if you first contact our payment partner Svea regarding invoice questions. You can reach Svea at 08 514 931 13 or [email protected]. You can also log in to Svea with your personal number and Bank ID to see your invoices and payments: http://mypages.svea.com/

QUESTION: How do I make a return?

ANSWER: Read on our page about returns. If you do not get a complete answer to your question there, please contact us.

QUESTION: Are the products you sell genuine/original?

ANSWER: We only sell genuine products that are approved for the European market.

QUESTION: The pump does not work on the skin cream/perfume. What should I do?

ANSWER: If we are lucky, your product only has a minor pump issue that you can fix yourself. Follow these instructions and see if it starts working.

Perfumes:

1. Hold a finger over the spray hole where the perfume sprays out.
2. While holding your finger over the spray hole, press the pump 15 times.
3. Remove your finger from the spray hole and press the pump 15 times again.
4. Wait 10 minutes and test if the pump works as usual.

Skin creams:

Most skin creams are not drawn up through a tube like perfumes, but through a "vacuum pressure". You often worsen the situation if you unscrew the bottle to see if there is a tube inside.
1. Press the pump many times. It is not uncommon that 50-100 presses are needed. After many presses, it starts working again.

If the instructions above do not work, contact us if you want to claim a warranty on the product.

QUESTION: The perfume does not last as long as it should, what is wrong?

ANSWER: We occasionally receive complaints about perfumes not lasting long enough. When we receive the return, it usually turns out that the perfume lasts exactly as long as it should; we can smell it several hours longer than the customer said.

If you do not smell the perfume as long as you think you should, it may be due to one of the following reasons.

1. You yourself get used to the scent quickly. This is true for all scents you are exposed to for a longer time; you stop noticing them. Ask a friend, family member, or colleague after a few hours what they think of the scent? Usually, they will still notice it even when you do not (of course not as strongly as right after you sprayed it). Do not mention that you think something is wrong or that you do not smell it, as this influences their judgment.
2. Are you sick with a cold, flu, or the coronavirus covid-19? This impairs your sense of smell.
3. You may have bought an eau de Toilette (edT) version of a perfume you previously had an eau de Parfum (edP) of? edT does not last as long. edC lasts even shorter.
4. The scent has been reformulated by the manufacturer.
5. Finally, the most unusual scenario, that it is old. You can check if the perfume is old by looking up the batch code. See below how you can check this yourself. A perfume should last at least 5 years after manufacture. Many manufacturers promise 7 years of shelf life. If it is old, this is a valid reason for a complaint and you are welcome to contact us to claim the scent.

QUESTION: How do I check the shelf life of a fragrance?

ANSWER: There are several websites where you can check this by entering the product's batch code. For example, at http://www.checkfresh.com/.

Do not confuse the batch code with the barcode (EAN code) or other codes. The batch code is usually a 4-6 character code consisting of numbers and/or letters. You usually find the code on the bottom of the packaging (sometimes on another side), and it is usually the code that is hardest to see. 

You can also recognize the batch code by noting that it is not part of the packaging's "design" from the packaging manufacturer. Instead, it is stamped or printed on after the perfume bottle has been placed in the packaging.

Contact us

First talk to us via chat; if we cannot help you that way, you will get our email address.

We do our best to respond to emails within 24 hours on working days. (During Christmas and major holidays, our response times will be somewhat longer compared to regular weekends).