FAQ


Payment

Q: Which payment methods can I choose?

A: We offer card payment through a secure SSL-encrypted payment getaway as well as payment by invoice and partial payment via Klarna.

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Q: When will I be refunded for my return?

A: Our goal is to process returns within 3 days of receiving the item. Please note that it may take several days for your bank to process the refund. Please wait up to ten business days after sending the item back to us before contacting us regarding your refund. We will contact you by email to let you know when your refund has been processed.

Ordering and delivery

Q: I have not received my order confirmation.

A: Your order confirmation will be automatically sent to your email address when you order an item. If you have not received the order confirmation within 24 hours, please contact us at support@agnessofie.com.

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Q: Why has my order been canceled?

A: Usually we only cancel an order if we have problems with our inventory/systems or if you have asked us. We apologize if your order has been canceled due to errors on our part. We always offer an alternative product or a full refund, as soon as possible.

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Q: Is it possible to change or cancel an order?

A:If we have not had time to send your package yet, you can make changes or cancel the order. Contact us via support@agnessofie.com and we will help you.

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Q: How long is the delivery time?

A: Our normal delivery times are 3-7 days unless otherwise stated. NOTE! Orders placed on weekends are sent no earlier than the following Monday.

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Q: Any delivery cost will be added?

A:For orders over EUR 99, shipping is free. For orders under EUR 99, shipping is calculated depending on weight.

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Q: Can I track my package?

A: We will send a delivery confirmation with tracking information to your email address when your package has been sent. Please note that it can take up to 12 hours before your order is traceable.

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Q: What happens if I do not pick up my package?

A: Your package remains at your pickup point for 7-14 days depending on country from the time the notification is sent to you. After 7-14 days, your order will be sent back to us and your payment will be credited.


For all packages that are not redeemed, Agnes Sofie reserves the right to charge you as a customer EUR 15 for Agnes Sofie's incurred costs for return shipping and handling costs.

Returns and complaints

Q: What is meant by 30 days return?

A: You always have a 30 days return when you shop with us at Agnes Sofie. When you shop in our web shop, we count 30 days from the day you received your product. When using your return right, the product and its packaging must be returned to us in unused condition.

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Q: Do I pay anything if I make a return?

A:You are responsible for return shipping, delivery and condition of the products upon return, the products should therefore be sent well packaged and unused in original packaging

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Q: How do I make a return?

A:If you wish to make a return. Contact us via our email address support@agnessofie.com and we will help you.

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Q: When will I be refunded for my return?

A: Our goal is to process returns within 3 days of receiving the item. Please note that it may take several days for your bank to process the refund. Please wait up to ten business days after sending the item back to us before contacting us regarding your refund. We will contact you by email to let you know when your refund has been processed.

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Q: What if my product is faulty?

A:Your purchase is covered by our quality guarantee. This means that you can either get a faulty product replaced, refunded or a price reduction depending on the actual situation. Contact us and we will solve it.