FAQ
FAQ
How much does the delivery cost?
All deliveries are free.
How quickly will I receive the delivery?
The delivery time is normally 1-7 working days.
What do I do if the delivery is incorrect?
If it is not correct, contact customer service, either by e-mail or by phone, and we will help you with it.
What happens if I haven't received my order?
If you have not received your order within the promised delivery time, please double check that you entered the correct information when ordering. If you have done so, contact our customer service within 10 working days of completing your order and we will assist you.
Before you contact us, we ask you to also check whether you have given us the correct information. If you have provided incorrect information such as address, email address or telephone number etc., contact our customer service directly so that we can see if we can change the information in time. If this affects the delivery of your order, it is you as the customer who needs to bear any costs that may arise.
We charge SEK 250 for goods that are returned to us due to an undelivered package. This is to cover the double shipping as well as for manufacturing, picking and unpacking of goods.
Which shipping company sends our paintings?
We cooperate with several shipping companies, including UPS, DHL, Postnord, FedEx and Royal Mail.
ABOUT YOUR ORDER
What happens if I entered the wrong information?
If you have provided incorrect information such as address, email address or telephone number etc., contact our customer service directly so that we can see if we can change the information in time. If this affects the delivery of your order, it is you as the customer who needs to bear any costs that may arise.
How do I buy a gift card?
To buy a gift card, you choose the amount you want, put the gift card in the shopping cart and complete the purchase. The gift card is then sent digitally to the email address you entered at the time of purchase.
How do I give away a gift card?
The gift card is delivered digitally via email. You can then choose whether you want to forward the gift card code to the recipient or if you want to print the gift card and give it away.
You can see the balance on the gift card by first adding a product to the checkout and then filling in the code.
Unfortunately, we cannot make changes to your order after purchase, nor add or remove products. If the order has not been sent yet, we can cancel it, please contact customer service.
Can I cancel my order?
If you want to cancel a purchase, this must be done before your order has had time to be manufactured, so call us immediately. However, we cannot guarantee that we will have time to fix this before your order is sent, as we are very fast in manufacturing, picking and packing. If you have placed your order on the weekend or after our closing time, you are most welcome to send us an email.
How do I track my package?
You will receive an email with a tracking link as soon as your order leaves us. Please keep an eye on the spam folder, as mail can sometimes end up there by mistake.
I have not received an order confirmation.
If you placed an order with us but did not receive an order confirmation, it may be because it ended up in the spam folder. Please take a look if it might have ended up there.
It may also be because you entered the wrong email address. Please contact us and we can help you check if we have an order registered for you. If the wrong email was entered, we can correct it and email you your order confirmation.
It may also be because the order has not gone through, so please contact us before you place a new order to avoid duplicate orders.
What happens if I don't pick up my package?
In the event that products are returned to us due to you not collecting your package, David Thornell has the right to charge a fee of SEK 250. This covers shipping to and from you, as well as handling and replenishment of products.
PAYMENTS
What payment options do you offer?
We offer several different payment options. You will find some of them at the bottom of the page or at checkout.
Will I receive a receipt when I order?
You will receive a receipt by e-mail shortly after you have completed the order.
Can I pay with card?
Yes, you can pay with VISA, Mastercard, Union Pay and American Express, among others.
Do you offer Klarna?
Yes we do.
If you have chosen to pay with a Klarna invoice, the invoice will be sent from Klarna to your email. The invoice is sent out the day we ship your order from our warehouse and sometimes the day after.
If you have chosen to pay with a Klarna account, which means payment in installments, Klarna will send an invoice by mail the following month. You can choose whether you want to pay everything immediately or wait.
RETURNS AND COMPLAINTS
How do you handle returns and complaints?
Read more about this under our terms of purchase.
How do I make a return?
Register your return via mail@davidthornell.com. After registration, you will receive an e-mail with instructions and address information. You are responsible for postage and shipping/order costs. Your return package must be well protected.
Do you offer a warranty?
The warranty for goods only covers original manufacturing defects and thus not defects that occur during or after a change in the product's function and appearance. Your order confirmation is valid as proof of warranty.
What do I do if a product is broken or incorrect?
The right of complaint covers goods that are faulty according to current consumer protection legislation. That is, if you received a defective or damaged product or a lack of quality in the delivered product. If you want to place a new order, we will cover the costs of the new order.
Whats your return policy?
When purchasing products on the website, according to Swedish law, all customers have 14 days to change their minds. The 14 days start from the day you collect the product. The item must be in the same condition as when you received it. All costs related to the return will be at your own expense. The item must be sent well packaged, in good condition and in the original box. Contact us at mail@davidthornell.com to get the address to return your order.
ATTENTION! We currently do not support returns as the products you order are personalized and made specifically for each order. If you want to place a new order, you are responsible for the costs of the new order.
COLLABORATIONS
We are happy to collaborate with you who work as an influencer on your social media channels. Please contact us with your first and last name, link to your social channels and relevant statistics. We look forward to hearing from you!
I GOT ANOTHER QUESTION
No worries, we'll help you. Call or text us +46 76 029 90 67 or send an email mail@davidthornell.com