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To place an order with us, you must be at least 18 years old or have parental consent.
When purchasing over-the-counter medications, the age limit of 18 always applies.
A purchase agreement is made when you have completed an order and we have sent you an order confirmation, invoice, or receipt. If we have not sent any of these, the delivery confirmation shall be regarded as acceptance.
The order summary that is automatically sent by us when you have completed an order is not considered acceptance.
We require that you as a customer always maintain a pleasant tone when contacting our customer service. Threats and accusations against us or our staff are not acceptable. We reserve the right to deny you assistance in customer service matters and complaints if you have an aggressive or derogatory tone, use threats, defamation, insults, false accusations, harassment, or personal attacks. Violations of Chapter 5 of the Penal Code (1962:700) may be reported to the police.
It is your obligation to provide correct address and contact details such as email address and mobile number. We have fulfilled our part of the agreement when we have sent the order to your specified address with your provided contact details. In the following situations, you as a customer are liable for payment:
In the event of an obvious pricing error, we reserve the right (according to Section 32 of the Contracts Act) to correct the error retrospectively or cancel your order. For this to be considered an obvious incorrect price, at least one of the following must apply:
If you are not satisfied with our correction, you are of course entitled to cancel your purchase.
If you have placed an order for a non-stocked item from us, we always have the right to cancel that item from your order if the price of that item subsequently rises with our suppliers.
When you order a cosmetic product (e.g., skincare, haircare, makeup, fragrances) or a hygiene product, you enter into an agreement to purchase a product primarily indicated by its name, and secondarily by a certain EAN code. The product image is for illustrative purposes only, and the product's appearance may differ from the image on dermastore.se. Differences in the product's appearance compared to the image are not valid grounds for a complaint unless the difference is significant and you have received a completely different product.
However, if you have purchased the “Customer Satisfaction Guarantee PLUS+” insurance, you protect yourself against the differences mentioned in the previous paragraph, i.e., that the product does not look as expected, and you have the right to return the item for a full refund, even if the seal is broken, and we will also cover the return shipping cost. You must still return the product's packaging. However, the cost of the insurance is non-refundable.
It is not uncommon for manufacturers to redesign their products, and we cannot always keep the website updated with the latest product designs.
There are also instances where the product images are entirely digital representations of the products, i.e., not photographs.
Sometimes we may show an image of the same product but with a different size than indicated in the product name; the size indicated in the product name is what you are purchasing.
The vast majority of products have a seal, but some do not, as that product is always delivered without a seal from our suppliers. If you have received a product without a seal, please feel free to contact our customer service, and they will assist you with the matter.
If a fragrance is different from what you have experienced previously, it does not necessarily mean that there is something wrong with the fragrance. Perfume manufacturers occasionally reformulate some of their fragrances. This is partly because chemicals used as fragrance agents are regularly banned at the EU level. That a fragrance you purchased does not smell as it did before due to reformulation is not a valid ground for complaint.
However, if you have purchased the “Customer Satisfaction Guarantee PLUS+ PREMIUM” insurance, you protect yourself against such differences, i.e., reformulations and batch variations, and you have the right to return the item for a full refund, even if the seal is broken. You must still return the product's packaging. In these cases, we cover the return shipping cost. However, the cost of the insurance is non-refundable.
If a scent has gone bad due to age, it is always a valid reason for a complaint, except in the exceptional cases mentioned in the chapter below.
If an old product, which has clearly deteriorated due to age, is sent out despite there being new manufactured examples, this is a valid ground for complaint.
However, there are exceptions for when age of a product is a valid reason for a complaint. See below:
A few of the product lines we sell may have ceased to be manufactured several years ago but may sometimes still be available for sale.
If you order such an item, you accept receiving a product that is several years old, and you waive the right to complain about it due to age. We mark these items as much as possible with "VINTAGE" in the name but cannot guarantee that this labeling is always present, so it is up to you as a consumer to keep informed about whether a product line is still in production or is called "vintage."
If you have purchased the “Customer Satisfaction Guarantee PLUS+ PREMIUM” insurance, you protect yourself against this, and you have the right to return the item for a full refund, even if the seal is broken. You must still return the product's packaging. In these cases, we cover the return shipping cost. However, the cost of the insurance is non-refundable.
“Customer Satisfaction Guarantee PLUS+” and “Shipping Insurance” (“Insurance Products”), which are offered to customers as an additional service in connection with the purchase of products from our online store, shall be considered insurance contracts as defined under the Insurance Contracts Act (2005:104). When purchasing these Insurance Products, the customer enters into a contractual relationship with us as the insurer, and thus, specific conditions regulated by this law as well as the specific insurance contract conditions provided at the time of purchase apply.
When you purchase additional insurance through our online store, you accept that it is an insurance contract as defined under Swedish legislation according to the Insurance Contracts Act (2005:104). The insurance is considered consumed when it has been utilized, that is to say when you have reported a claim and any compensation has been paid out according to the insurance's terms and conditions.
In accordance with applicable rules regarding distance contracts and contracts outside business premises (see Consumer Purchase Act (2022:260) and the Distance Contracts and Contracts Outside Business Premises Act [2005:59]), as a consumer, you have the right to withdraw your purchase of insurance within fourteen (14) days from the day the contract was entered into, provided the insurance has not been utilized. To complete your right of withdrawal, you must notify us within the withdrawal period. After the right of withdrawal has been exercised and the insurance is canceled, the entire premium paid will be refunded.
If the insurance is utilized before the withdrawal period expires, meaning that a claim is reported and handled according to the insurance's terms, no refund of the premium will be made, as the insurance service is considered fulfilled.
When you as a customer place an order and choose to add "Shipping Insurance" to your order, you immediately commence the use of that service upon the item being shipped from our warehouse. This insurance is intended to protect your order during transport to the address specified at the time of purchase.
In accordance with the Distance Contracts and Contracts Outside Business Premises Act (2005:59), the right of withdrawal for services is forfeited when the performance of the contract has begun with the consumer's express consent and acknowledgment that the right of withdrawal is lost when the service is performed. Since "Shipping Insurance" by its nature is a service that is performed immediately and is fully consumed upon successful delivery, this means that the right to withdraw the purchase of "Shipping Insurance" does not apply when the shipment has been sent from our warehouse.
By accepting these terms in connection with your purchase, you confirm that you understand and agree that the purchase of "Shipping Insurance" cannot be canceled and that no refund can be made for this service once the delivery of your order has commenced.
"Customer Satisfaction Guarantee PLUS+" is an additional insurance designed to offer further security and service beyond the statutory right of complaint and right of withdrawal. The insurance comes into effect and becomes relevant as soon as the customer has received and taken delivery of the item.
The right of withdrawal for "Customer Satisfaction Guarantee PLUS+" is subject to the provisions of the Distance Contracts and Contracts Outside Business Premises Act (2005:59). The customer has the right to withdraw the purchase of "Customer Satisfaction Guarantee PLUS+" under the following conditions:
- If the customer withdraws the purchase of the underlying item and utilizes the statutory right of withdrawal within a fourteen (14) days withdrawal period and the item is returned in its original condition.
- In the case of an approved complaint under the statutory right of complaint where the defect is covered by applicable consumer protection legislation.
If the customer receives a defect-free item and does not express dissatisfaction by invoking any of the above points, the receipt of the item is considered as acceptance of "Customer Satisfaction Guarantee PLUS+". In these cases, where the customer has received the item without withdrawing the purchase or initiating a complaint as described above, the purchase of "Customer Satisfaction Guarantee PLUS+" is considered completed, and the right of withdrawal for this insurance is deemed forfeited. Consequently, no refund of the premium for "Customer Satisfaction Guarantee PLUS+" can be demanded once this point has been fulfilled.
The recommended prices refer to the regular prices that a consumer would normally expect to pay for the item in a physical store in Sweden. Usually, these prices are set by the respective brand's Swedish agency. Recommended prices for product sizes, products, or brands that are not typically sold in Sweden are converted from store prices in a comparable EU country, primarily Denmark, England, and Germany.
Our prices are governed by the market and purchasing cost, which means that our prices may change from day to day. Therefore, you as a customer do not have the right to buy a product at a specific price that you saw on the website on any other day than when the purchase is made, as prices change continuously.
For private customers, we primarily use the payment solution Svea Checkout. For those who do not wish to or cannot pay via Svea Checkout, alternative payment solutions are available.
Svea Checkout makes it easy, flexible, and secure for you to shop online. By answering a few questions, you can easily identify yourself and choose the payment method that suits you best.
An advantage of Svea Checkout is that we separate purchase and payment. First, you confirm your purchase, and then you choose how you want to pay. Either by Svea invoice, Svea account, card, or bank transfer. All methods are equally secure.
The entire website and the Svea Checkout payment process are protected by an SSL/TLS security certificate. We never have access to your card details or your bank.
All card payments where the security solution 3D Secure applies are protected by 3D Secure.
For other customers who are not private customers in Sweden, we accept cards.
Normal delivery time within Sweden is 1-3 working days after we have received your order for items that are in stock. We aim to ship your order no later than the working day after you have placed your order, after which the delivery time with all shipping companies is normally 1-2 days to most parts of Sweden.
However, for certain parts of Sweden, the delivery time may normally be 1-2 days longer. With PostNord, this includes northern Sweden with postal codes starting with 8 and 9.
We ship with PostNord and DHL.
PostNord Package Letter: Delivered to your door or mailbox if possible; otherwise to a pickup point.
DHL Servicepoint: Delivered to a pickup point, and you will be notified to collect your shipment. In most cases, your shipment will be delivered to the pickup point you choose, but in some cases (e.g., if the pickup point is full, the package may be delivered to another nearby pickup point). This is beyond our control, and we cannot be held responsible for it.
Shipments that arrive at a pickup point must be collected within 14 days to prevent them from being returned; for Budbee box, the timeframe is 7 days.
For other countries, there are various shipping options available at checkout with information about their usual delivery times and costs.
In the event that you place multiple orders within a time frame of 2 working days, we reserve the right to ship the orders together, and in some cases, ship with DHL even if you have chosen a different delivery option.
An order placed before 14:00 on a weekday is considered for delivery time calculations to have been made the same day, which is counted as day 0.
Placing an order on a holiday or after 14:00 on a weekday is equivalent to placing it on the morning of the next working day. This day is counted as day 0.
If you choose a delivery option where you accept that the package may be left outside your door or apartment door, you agree that the package and its contents shall be deemed to have been delivered and to be in your possession in accordance with Chapter 2, Section 6 of the Consumer Contracts Act as soon as the package has been left outside your door or apartment door. You also agree that the risk for the item/items has passed to you upon such delivery.
The shipping fee varies based on order value, number of products, order weight, package dimensions, and chosen shipping option. The price for shipping will be displayed at checkout before completing your order.
For shipments that are returned due to any of the reasons below, we have the right to charge up to 200 SEK including VAT per order for shipping and administrative costs. This according to Sections 37 and 41 of the Consumer Purchase Act.
For uncollected packages containing over-the-counter medications, the following applies: According to the Swedish Medical Products Agency’s regulations, returned medications cannot be resold or sent out again. Medications that are returned to the pharmacy or not collected from a pickup point must, by law, be destroyed. The cost of medications in uncollected or returned packages will be charged to the customer.
It is your responsibility to ensure that you enter the correct contact information (and check your inboxes) so that we/the shipping company can contact you regarding your delivery. It is also your responsibility to use the recommended information channels for receiving the delivery; for example, if you choose not to use the Budbee app for a Budbee delivery, we are not responsible for you not receiving information about your delivery.
The estimated delivery time for uncollected shipments/shipments with incorrect addresses is generally much longer than for other returns and shipments, typically involving a delivery time of 2-5 weeks.
For shipments to countries outside the EU, any customs fees, VAT, and other charges may be applied to the shipment. This is beyond our control and nothing we are responsible for.
If you have ordered perfume and do not live in any of the following countries: Sweden, Denmark (excluding Greenland), Norway (excluding Svalbard), or Finland, there is a risk that your order may be denied delivery. This is because perfumes are not permitted to be shipped by air. If your package is returned to us for this reason, we will cancel your order and issue a full refund.
You are obligated to inspect the outer packaging upon receiving the shipment to ensure that it appears undamaged and that the shipment does not look like it has been opened and resealed during delivery. If picking up from a pickup point, this should be done directly at the point of delivery.
If the outer packaging is clearly damaged and goods inside are suspected to have been damaged as a result, or if the outer packaging appears to have been opened and resealed during delivery, we ask you to photograph the shipment before opening it. If you pick up the shipment at a pickup point, report the damage to the point and have the shipment weighed and the weight witnessed by the staff at the point.
If an item has clear external damage, or is completely ruined, you should save the product, the product's packaging, and the shipping packaging. Then contact us to file a complaint. We may request photographs of the product and packaging as well as return of everything, including the shipping packaging.
If a perfume bottle or another glass bottle has shattered, we would like photographs of the bottom of the perfume bottle showing the batch code and a photograph of the perfume's packaging showing the batch code, as well as a photograph of the outer packaging showing all damages and a photo where the entire shipping label is clearly visible.
You cannot claim compensation if you have disposed of the item or the outer packaging and/or have not taken photographs.
If the contents of a package are missing either in whole or in part, we have the right to send out a new package or new product instead of a refund.
If a product cannot be shipped within 36 hours (e.g., due to incorrect stock status), we will notify you of this, and if possible, provide an expected new delivery time. In this case, you have the right to cancel your purchase at no cost. An invoice is not activated until an order is shipped.
In rare cases, the shipping company's delivery time from the moment we have sent a shipment may be longer than normal. In rare cases, shipments may also go missing.
Cases where a shipment has been delayed by the postal service within reasonable limits (less than 10 days) do not constitute valid grounds for a complaint.
Our policy is to wait 10 business days from the most recent tracking event before we can consider a shipment missing. Only after 10 business days from the date we have sent a shipment can we perform a refund or resend the order. If you have purchased shipping insurance, we only wait 5 business days from the most recent tracking event before we resend the order.
In cases where we resend the order and both shipments arrive in the end, you must always return one to avoid being liable for the goods from both deliveries. In these cases, we cover the return shipping cost.
This policy does not replace the rights you have in accordance with Sections 10, 11, 12, 13, and 14 of the Consumer Purchase Act.
You have the right to cancel the purchase at no cost prior to a delay of 10 business days, but we will wait for a refund to see what happens with the shipment.
If you have provided an incorrect address when placing the order, and the shipment does not reach you and is also not returned to us, we are neither obligated to refund you nor to resend the order.
If you claim that you have not received the delivery, but the shipping company's tracking information nonetheless states that the shipment has been delivered, we have the right to:
It is your responsibility as a customer to keep track of any allergies and sensitivities you have. We are not responsible for personal allergies resulting from the contents of products. If you experience allergic reactions due to a product you ordered from us, contact our customer service email with pictures of the reaction. If we can assess that the reaction comes from the product you ordered, we typically provide a 50% refund.
When you shop at SwedishFace within Sweden and the EU, you have the right to withdraw your purchase within 14 days after receiving delivery, or in the case of partial delivery, after the last item has been delivered. Please note that it is sufficient to notify us that you wish to exercise your right of withdrawal within 14 days; you do not need to have sent back the item within 14 days for the right of withdrawal to be valid.
For purchases to countries outside the EU, the right of withdrawal does not apply.
You can read more about how to make a return here.
To receive a full refund, the product must be in substantially unchanged condition, i.e., unused and undamaged. You are allowed to open the packaging and check the item in a way that does not damage the product or its packaging.
The right of withdrawal expires on underwear if they have been tried on.
The seal or closure must not be broken for you to receive a full refund. This is according to the Distance Contracts and Contracts Outside Business Premises Act (2005:59) Chapter 2, Section 11, point 5.
The seal refers to the transparent plastic that is around perfume packaging.
For a cosmetic product (makeup, perfume, skincare, haircare) that is minimally used or whose seal is broken, you still have the right to withdraw your order with a value reduction, according to the Distance Contracts and Contracts Outside Business Premises Act (2005:59) (Chapter 2, Section 15, point 2). This means we will provide you with 70% of the product's price back.
If you withdraw part of an order whose total value exceeds the threshold for free shipping, and the value of the items you keep after the withdrawal falls below the threshold for free shipping, we have the right to charge the regular shipping fee that would have been charged had you only ordered the items you keep.
If you withdraw part of an order and this leads to the remaining items in the order no longer qualifying for a discount you have received, we have the right to remove the discount from the order. This may result in a smaller refund than the value of the withdrawn item(s). In some cases, it may lead to an overall increase in the order's total amount, and thus no refund may occur at all.
SwedishFace will not redeem packages against postage due.
To notify withdrawal, you can contact us via email or phone, see http://you.se/kontakt.
You may also send a letter to:
Vou You AB
Åbäcksgatan 6
431 67 Mölndal
You may, if you wish, use this withdrawal form.
You also have the right, to the extent that it is practically possible without major inconvenience for us, to cancel an order before we have shipped it, as well as after it is shipped but before you have received it.
If you cancel before we have shipped, we will do our best to stop it from being shipped, but we cannot guarantee that we can or will. We do not charge any fee or require any compensation for an order that you cancel before we have shipped.
If you cancel an order that has been shipped but which you have not yet received, we (according to Sections 37 and 41 of the Consumer Purchase Act) have the right to charge a compensation fee of up to 200 SEK including VAT.
SwedishFace applies the Consumer Purchase Act’s right of complaint, which means that you have three years' right of complaint after you have received the item. We also commit to follow the recommendations of the Board for Consumer Complaints (ARN, Box 174, 101 23 Stockholm).
A complaint should be made within a reasonable time after you discovered the defect. Notifications sent within two months after you noticed a defect in a product are always deemed to have been made in a timely manner. The product must then be returned to us. We will check the defect on the product and refund you for the product if we can confirm that the defect exists and that it was an original defect. We will also compensate you for any shipping costs and other expenses that may have arisen in connection with the complaint.
Never attempt to repair a defect on a product in a way that modifies or destroys the product, as this will terminate your right to complain. If you complain and return a product, the entire product including its packaging must be returned.
Read more under the section on Product Compliance to ensure certain invalid grounds for complaint.
If we cannot approve a complaint, we must return the product to you, and you will be liable to pay the actual shipping cost for the return as well as the reshipment to you. Alternatively, we can take the product as a withdrawal with a value reduction; see the section under Withdrawal.
Contact us for assistance.
If you are located outside Sweden and wish to return an item due to withdrawal, you will need to arrange and cover the return shipping for the product. If you are located within Sweden, we can arrange a return shipping label, which you will be responsible for. If there is a defect in the product that is the basis for the return, we will cover the return shipping cost.
SwedishFace commits to refund any pre-paid amount within 14 working days from the day you notify us that you wish to cancel your purchase. However, you may have to wait until we have received the item(s) back or that you have sent proof that you have returned them.
In the event of a complaint, we commit to refund the return shipping cost within 14 working days from the day we receive the complained item, if we can approve the complaint.
All refunds are done using the same payment method used for the purchase, except for Swish. For Swish payments, we need your bank account number for a refund via bank transfer. It is your responsibility to provide a correct account number for a bank transfer; we cannot be held responsible if money has been sent to the wrong account if you provided an incorrect account number.
If you as a customer commit or attempt to commit fraud against us, we have the right to charge you a fraud handling fee of 1,500 SEK. Non-payment of the fraud handling fee will be pursued through collections and potentially bailiff action.
We will also file a police report for all fraud attempts.
In disputes, you may also use the EU dispute resolution page.
The purchase terms were last updated: 2024-01-17