FAQ Help Center

When shopping online as a consumer, you normally have a 14-day right of withdrawal from the day you receive your order.
To use it, email customerservice@mateshandicrafts.com within 14 days with your order number and the item(s) you want to return.

Not always. Some products may be excluded from the right of withdrawal, for example:

• custom-made/personalised items made to your specifications
• sealed hygiene products if the seal is broken (when applicable)

If any exception applies, it will be clearly stated on the product page.

Returns must be unused, clean, and in “like new” condition, exactly as you received them, with original packaging and all included parts.

You may carefully handle the product only to check what it is and how it works. If an item is used beyond that and its value is reduced, a deduction may be made.

No. We are an e-commerce business and currently operate online only.

Our normal delivery time is 1–5 working days within Sweden (unless otherwise stated on the product page).
For pre-booked / made-to-order / customised products, delivery times may vary and will be shown on the product page or confirmed in your order confirmation.

Orders placed on weekends/public holidays are processed the next working day.

Shipping cost is shown clearly at checkout.

Free shipping thresholds (where applicable):

• Sweden: free shipping on orders over 700 SEK
• Denmark: free shipping on orders over 700 DKK
• Finland, Austria, Belgium, France, Germany & Netherlands: free shipping on orders over 90 EUR

For orders below the threshold, shipping cost is calculated and shown at checkout.

If your shipment includes tracking, you will receive a tracking link/number in your shipping confirmation email.

Some shipments may be sent without tracking depending on size/value/service. If you haven’t received your order after 8 working days, contact customerservice@mateshandicrafts.com with your order number.

Email customerservice@mateshandicrafts.com with your order number and the item(s) you want to return.

We will send return instructions and a return reference (RMA/Return ID).

Send the parcel back within the return timeframe mentioned in the instructions.

Return shipping is always paid by the customer (unless the return is an approved complaint for a faulty/incorrect item).

Yes, we can create a return shipping label for you. You will need to drop it off at the courier’s service point/agent.

Return label service fee (optional):

• Sweden: 49 SEK
• EU: 69 SEK

If you arrange your own return shipping, no service fee applies.

Email customerservice@mateshandicrafts.com with:

• your order number
• a short description of the issue
• clear photos (and video if helpful)

Do not return the item before contacting us. If the complaint is approved, we will provide return instructions and a solution (replacement or refund).

Email customerservice@mateshandicrafts.com as soon as possible with your order number.
We will do our best to cancel the order if it has not been processed/shipped. If it has already shipped, you can still use your right of withdrawal after receiving it.

Depending on what Klarna options are available at checkout, you may be able to choose “Pay later” / invoice options.

We offer payment through:

Swish

Klarna (card, bank transfer, and invoice options depending on availability at checkout)