Options for Payment
There are several payment alternatives to chose from. For hassle-free transactions, make sure to pick the currency most suitable for the country you are located in.
If your payment fails, you will notified on screen that the payments was unsuccessful.
With credit and debit cards, there is a couple of things you can check:
- Card expiry
- Card’s billing details, such as the security code and billing address, match what you’ve entered into our system.
- Card settings in terms of internet or foreign payments
Your card issuer may have declined your payment for a reason or another. We are not provided with the information why, so it’s best to check with them before trying your card again. If none of this works, please contact us at [email protected] . We’re happy to try and assist!
If you are paying with Klarna, make sure you have selected the right currency. If you are located in Sweden and you want to use Klarna, you must pay in SEK. If you are in Finland, Norway, Austria, Germany or the Netherlands and you want to use Klarna, you must pay in EUR. You can change the currency at the bottom of the page before entering checkout.
Shipping & Delivery
We aim to ship your order within 24 hours of purchase. Depending on where you live, your order should be delivered within 7 business days.
In EU, your order will be placed in a service point near you, where you can conveniently pick it up when it best suits you. Shipments outside the EU will be delivered to the shipping address entered when placing the order. Make sure you enter the correct address, and if you have any issues with retrieving your parcel, please contact us at [email protected]
Shipping fees EU
We offer free shipping on all orders within the EU.
Shipping fees UK
If you are located in the UK the shipping fee is 9 GBP however shipping is free if you shop for 150 GBP or more. If your order exceeds 135 GBP you may be subject to a VAT fee. This is based on the value of your total purchased amount, and usually stated clearly by the shipment provider when you get a delivery notification. By governmental regulations the customer is responsible to pay any VAT, toll or extra fee out of our control. At HELENA SAND we will fill out a proforma slip for every order in accordance with the agreement issued after Brexit.
In Norway, the shipping fee is ca 10 EUR/USD
Outside the EU and Norway, the shipping fee is approximately 25 EUR/USD / 250 SEK however HELENA SAND will cover part of the cost so you will be charged ca 10 EUR.
Please note that local taxes and other fees, such as customs, may occur when shipping outside the EU, and that you as a customer are responsible for handling these costs.
Returns, reclaims and fees
You have the right to change your mind and return or exchange the purchased item or items within 14 days. We will charge a return freight fee, usually it is 5 Eur/ 49 SEK within the EU, and around 25 EUR for UK, Norway. Outside EU the return charge may differ dependent on where you are located.
There will always be a return instruction sheet included in your order confirmation email. If you wish to make a return, please write to the address [email protected]
Delivery time may vary
Anything wrong with your delivered product? How embarrassing for us - we take great pride in upholding the best quality, and you are of course able to return the item to us without charge for shipping and receive a new item. Please email us at [email protected] We will give you instructions on how to return and cover the return freight charge.
Helena Sand AB