Terms & Conditions

Last updated: 2026-02-03

These Terms & Conditions apply when you shop at www.mateshandicrafts.com. Our goal is to make shopping easy and ensure satisfied customers.

1. Company information

The webshop is operated by Mates Handicrafts AB.
Org.nr: 559557-8435
Address: Vildrosgatan 23, 25459 Helsingborg, Sweden
Email: customerservice@mateshandicrafts.com

2. Ordering

When you place an order, an order confirmation is sent to your email address. The confirmation includes products, price, and delivery details.

If anything is incorrect, contact us as soon as possible at customerservice@mateshandicrafts.com.

Order cancellation: If you want to cancel before shipping, contact us immediately. If the order has already been processed/shipped, cancellation may not be possible. (Your statutory right of withdrawal still applies — see Section 6.)

3. Delivery

Normal delivery time: 1–5 working days within Sweden (unless otherwise stated on the product page).
For pre-booked / made-to-order / customized products, delivery time may vary and will be stated on the product page or confirmed by email.

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

If delivery is significantly delayed and no updated delivery time was provided, contact us at customerservice@mateshandicrafts.com.

4. Prices & VAT

All prices are stated in SEK and include 25% VAT, unless otherwise stated. We reserve the right to correct obvious errors (e.g., misprints) and adjust prices if supplier costs or VAT rules change.

5. Payment

We offer payment through:

• Klarna
• Swish

Payment terms, invoice terms (if applicable), and any identity/credit checks are handled by the payment provider according to their terms.

6. Right of withdrawal (Distance selling – 14 days)

When you buy goods online as a consumer, you normally have a 14-day right of withdrawal from the day you receive the goods.

To use your right of withdrawal, you must notify us within 14 days by emailing customerservice@mateshandicrafts.com with:

• full name
• order number
• which item(s) you want to return
• your contact details

After notifying us, you must send the goods back without undue delay and normally within 14 days from the day you notified us.

A. Return instructions (contact required)

To avoid lost parcels and to ensure correct handling, please contact us before sending any return so we can provide:

• the correct return address, and
• a return reference (RMA/Return ID), and
• return shipping instructions (label options).

Important: Your withdrawal is valid once you have notified us within 14 days. The return reference/instructions are for handling purposes.

B. Return condition (unused / like new)

Returned items must be:

• unused, clean, and in “like new” condition, and
• returned with original packaging and all included parts (tags, accessories, inserts).

You may carefully handle the product only to check what it is and how it works. If the product is handled more than necessary and its value is reduced, we may deduct a sum for diminished value.

C. Return shipping cost

Return shipping is always paid by the customer, regardless of original order value, unless the return is due to an approved complaint (see Section 7).

We recommend using a tracked shipping method. The customer is responsible for the goods until they reach us.

D. Our return label service (optional)

If you want, we can create a return shipping label for you. You will still need to drop off the parcel at the courier’s service point/agent as instructed.

Service fee (only if you choose our label service):

• Sweden: 49 SEK
• EU: 69 SEK

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

E. Refunds

When you withdraw from a purchase, we refund the price paid for the item(s). Refunds are made without undue delay and normally within 14 days from when we receive your withdrawal notice. We may wait to refund until we have received the goods back or you provide proof of return shipping (whichever comes first).

F. Exceptions – when the right of withdrawal does not apply

The right of withdrawal does not apply to certain goods, including:

• custom-made or personalised products made to your specifications
• sealed goods that are not suitable for return for health/hygiene reasons if the seal has been broken
• goods that deteriorate quickly (where applicable)

Any specific exception will be stated on the product page where relevant.

7. Complaints (damaged/incorrect goods)

We inspect products before shipping. If an item arrives damaged or incorrect, you have the right to complain according to applicable consumer rules.

Contact us at customerservice@mateshandicrafts.com and include:

• name and contact details
• order number
• description of the issue
• photos (recommended)

Do not return a defective item without contacting us first.

For approved complaints, we will provide return instructions and, where applicable, arrange return shipping.

We follow guidance from Allmänna reklamationsnämnden (ARN) (arn.se).

8. Product information

Product images are intended to represent the item, but colors may vary depending on screen settings and lighting. We reserve the right for minor errors on the website (e.g., description mistakes).

9. Cookies & privacy

We process personal data according to our Privacy Policy & Cookie Policy published on www.mateshandicrafts.com.

10. Force majeure

We are not responsible for delays or errors caused by circumstances beyond our reasonable control (e.g., labour disputes, fire, war, government actions, major transport disruptions, or supplier failures).