Order confirmation
Once the order has been registered, an order confirmation will be sent. There you can see the products, delivery address and order number.
Customer service from Timrå
We help you all the way
Do you have questions about a product, your order, the delivery, a return or a claim? Here you’ll find answers, shortcuts and contact details.
Find the right help straight away
The most common questions are answered on our customer service and information pages.
How to shop
Step by step from product selection and shopping cart to completed order and order confirmation.
View the shopping guideTerms and conditions of purchase
Complete terms for purchase, right of withdrawal, returns, claims and refunds.
Read the terms and conditionsPurchase by invoice
Information for municipalities, schools, Fritidsbanker and other public sector organizations.
Read about invoice purchasesYour order
From order confirmation to delivery
You will receive information via the email address provided at checkout. Please also check your spam folder if a message is missing.
Picking and packing
We work quickly. If you need to change or stop the order, please contact us as soon as possible. A change cannot be guaranteed once packing has begun.
Delivery confirmation and tracking
When the parcel leaves the warehouse, you will receive a shipping email with a tracking link. There you can follow the shipment until delivery or collection.
Returns and claims
Choose the right route depending on whether you have changed your mind about the purchase or whether there is something wrong with the item or the delivery.
14-day right of withdrawal - 365-day open purchase
Within 14 days, you can use the statutory right of withdrawal. Clearly notify us that you want to cancel the purchase within the time limit. After that, our voluntary open purchase policy applies for up to 365 days for unused items in complete and saleable condition.
- Have your order number and the email address used for the purchase ready.
- You normally pay the return shipping cost when cancelling a fault-free purchase.
- Consumables such as ski wax, klister and cleaning fluids are covered by the voluntary open purchase policy only when the packaging is unopened and the product is unused.
- If you have changed your mind, first collect the parcel. A parcel that is returned as uncollected does not in itself count as notice of cancellation.
Contact us before returning the item
Have you received the wrong product, a delivery damaged in transit, or an item that does not work as it should? You have a three-year right to make a claim for original defects. Contact us and we will assess the case and give you the correct instructions.
- State the order number.
- Describe what is wrong.
- Please send clear photos.
- Keep the product, packaging, shipping label and packing materials until the case has been investigated.
- In the event of an approved claim, we cover necessary return and delivery costs.
Product selection and waxing
Not sure which product you need?
A good place to start is Vallaboden, where we gather guides and waxing tips. If you need personal assistance, you can contact us and describe your ski type, temperature, snow conditions, ambition level, and which products you already have. Feel free to send the names of the products or photos of them.
Frequently asked questions
Here you will find short answers to the questions most often sent to our customer service team.
You will receive an order confirmation at the email address entered at checkout. Please check your spam folder if it is not visible. Contact us if the confirmation is still missing, and we will check the order.
Contact us as soon as possible. We pick and pack orders quickly, so changes cannot be guaranteed if the order has already started being processed or has been shipped.
In-stock items ordered before 2:00 PM on a non-holiday weekday are normally shipped the same day. Orders received later are normally shipped the next business day.
When the parcel leaves our warehouse, you will receive a shipping email with a tracking link. Normal delivery time is 1-2 business days, but some addresses may require an extra day. Contact us if the tracking is not updated or the delivery is clearly delayed.
Standard shipping costs SEK 49 and is free on orders over SEK 499. Exact delivery options and prices are always shown at checkout. Read more on the Shipping and delivery page.
Register your return in our return portal . Within 14 days, you can use your statutory right of withdrawal. After that, our voluntary open purchase policy applies for up to 365 days for unused items in complete and saleable condition. You normally pay the return shipping when returning a non-defective item.
The right of withdrawal is statutory and normally applies for 14 days to online purchases. Our 365-day open purchase policy is a voluntary offer that then applies to unused items in complete and saleable condition. Full terms are available in our terms and conditions.
Contact us and provide the order number, which product it concerns, and what is wrong. You have a three-year right to make a complaint for original defects. Please include clear photos, and we will get back to you with instructions on how the matter will be handled.
Enter the discount code in the designated field at checkout and make sure the discount has been applied before completing your purchase. Terms and validity may vary between different codes.
Yes. The delivery options available for your address and the products in your cart are shown at checkout. Long or bulky products may limit which options are available.
Yes. Select a country in the webshop's country selector. Available delivery options, prices and currencies are shown for the selected country and the current order.
The information is used, among other things, to process orders, payments, delivery, returns, claims and customer service. Read more in our privacy policy .
At the bottom of every newsletter there is a link to unsubscribe. You can also contact us if you need help.
Personal customer service
Didn't you get an answer to your question?
Send us an email or give us a call. Please include your order number, product name and as much information as possible so we can help you faster.
Emails are normally answered within 24 hours on non-holiday weekdays.
Phone: best reached on weekdays 09:00-16:00.