House of Savoj FAQ’s

How do I create a customer account?

Go to My Account (/account/register) and fill in your details: email address, billing address, and shipping address.
Double-check that everything is correct before saving.

When logged in, you can:

- view your order history,

- update billing and shipping addresses,

- change your password.

How do I update my account information?

Log in here (/account). Once logged in, you can update your personal information, billing and shipping addresses, and manage any newsletter subscriptions.

I forgot my password – what should I do?

If you get a message saying that your email or password is not recognized, try the following:

1. Make sure you are using the same email and password you registered with (you may have multiple accounts).

2. Check that Caps Lock is not on and that you are typing any special
characters correctly.

3. Reset your password: go to the login page (/account/login), click Forgot
password, and enter your email address. Follow the instructions in the email you
receive (check your spam folder if you don’t see it in your inbox).

Still having trouble? Contact our customer service through the contact page and we’ll assist you as soon as possible.

How do I place an order?

You can place an order directly on our
website by selecting the desired size and color on the product page, then clicking Add to Cart. Proceed to checkout and follow the steps until your payment is confirmed.

Do I need an account to place an order?

No, you can checkout as a guest. However, creating an account allows you to:

- save your details for faster checkout in the future,

- track your orders easily,

- access your order history,

- receive news and updates from us.

(Orders placed as a guest will not be saved in an order history if you create an account later.)

Can I change or cancel my order after it’s confirmed?

Unfortunately, we cannot modify or cancel an order once it has been confirmed.

However, you have the right to return your items once they have been delivered, according to our return policy.

What if my order is cancelled?

If your order is cancelled, you will receive an email explaining the reason. Common reasons include:

- The item is out of stock

- Payment could not be verified

- Address or contact details could not be confirmed

- Technical issues

If you need assistance, please contact our customer service through the Contact page and we’ll help you place a new order.

I didn’t receive a confirmation email – what should I do?

If you haven’t received a confirmation email within a few minutes after checkout, please:

- Check your spam or promotions folder.

- If you still cannot find it, contact our customer service and provide your order date and payment method (card, PayPal, etc.).

How can I access my invoice?

Your invoice will be emailed to you once your order is placed. If you have a customer account, you can also find all invoices in your order history.

Can I change my delivery address after confirming my
order?

No, once your order is confirmed, we cannot change your shipping or billing address, phone number, or email address.

When will my order ship?

Orders placed before 12:00 (local time) Monday–Friday are usually prepared and shipped the same day. Orders placed
after 12:00 will ship the next working day (excluding weekends and public holidays), provided the items are in stock.

When your order leaves our warehouse, you’ll receive a shipping confirmation
email with a tracking number so you can follow your delivery.

Please note: During busy periods, shipping may take a little longer than usual.

Is my payment secure?

Yes – all transactions are encrypted for your security. Our payment system uses SSL encryption technology, and each transaction is verified to protect against abuse and fraud.

Which payment methods do you accept?

We accept:

- Credit and debit cards (all major cards)

- PayPal (with the option to split into four payments where available)

- Klarna (where available)

- Other local payment methods depending on your delivery country

Can I pay in installments with Klarna?

Yes! If Klarna is available in your country, you can select it as a payment method at checkout and choose to split your purchase into installments. Availability and options (such as “Pay in 30 days” or “Pay in 3/4 installments”) depend on Klarna’s terms in your country.

What currency can I shop in?

Prices are displayed in the currency of your shipping country and convert automatically.

When will I be charged?

Credit/Debit Card Payments

Your card will be charged on the day of purchase or the day your order is shipped (depending on your selected payment method).

If your order is cancelled, you will either not be charged or will receive a full refund if payment was already processed.

PayPal Payments

PayPal payments are processed immediately. If your order is cancelled, your payment will be refunded.

Why was my card declined?

If your card was declined, your bank or card issuer may have blocked the transaction.

- Double-check that your card details are correct.

- Ensure that you have sufficient funds and that online transactions are allowed on your card.

If you continue to have problems, contact your bank first. If the issue persists, reach out to our customer service via the Contact page with your payment method, order number, and date of purchase.

Why was I charged twice?

It’s very unlikely that you were charged twice, as our system allows only one payment per order.

However, if you see two charges, it could be due to:

- A duplicate order being accidentally placed

- A pending authorization from your bank (this usually disappears within a few days)

If you suspect a duplicate order, contact our customer service with your order number so we can assist you.

Which countries do you not deliver to?

We currently do not deliver to: Burundi, Cuba, Eritrea, Iran, Iraq, Kosovo, Liberia, Libya, Nevis, North Korea, Somaliland, South Sudan, St Eustatius, St Helena, Syria, Tajikistan, Yemen, Russia, Ukraine, Puerto Rico.

What are the delivery times?

Once your order leaves our warehouse, delivery usually takes 4–5 working days (excluding weekends and public holidays). You will see the estimated delivery time and cost at checkout.

We always aim to meet the stated delivery times, but delays may occur during busy periods, extreme weather, customs inspections, or other exceptional circumstances.

How much is delivery?

Shipping costs are automatically calculated at checkout based on:

1. Your delivery country

2. The size and weight of your order

3. The shipping method selected

The total shipping cost will be displayed before you confirm payment.

Can this item be shipped to my country?

You can check availability by selecting your delivery country at the top right of our homepage.

If an item cannot be shipped to your location, you will not be able to complete the checkout process.

If you are unsure, please contact our customer service with the product details so we can confirm for you.

How can I track my order?

When your order is shipped, you will receive an email with your tracking number.

Click the tracking link in the email to follow your package. If you experience issues with tracking, please contact our customer service for assistance.

Where can I receive my order?

We can deliver to any address you choose – home or business.

Can I pick up my order in-store?

No, we currently do not offer in-store pickup.

Can you deliver to a PO box?

No, since a signature is required upon delivery, we cannot deliver to PO boxes.

Why is economy shipping not available?

Economy shipping is sent by airmail and has a weight limit of 2 kg.

If your order exceeds this weight, economy shipping will not be offered.

Available shipping options, costs, and estimated delivery dates will be shown during checkout.

Can you delay my delivery?

Airmail: We cannot intercept or delay airmail shipments. If the package cannot be delivered, it will eventually be returned to us and refunded once received back at our warehouse (this can take several weeks).

Express Delivery: In some cases, we may be able to delay express deliveries
depending on the courier and package status. Contact us with your order number and preferred delivery date, and we will try to assist.

Can I change my shipping method after placing an order?

No, once an order is processed, we cannot change the shipping method.

Can I combine shipping for multiple orders?

No, we cannot combine separate orders into one shipment. Each order will be shipped individually with its own tracking number.

Can I return any product sold on the website?

Please note that cosmetic products (skincare, haircare, make-up, perfume, etc.) cannot be returned due to hygiene reasons, except in cases required by law (defective product, product recall, etc.).

All other items can be returned as long as they meet our return conditions.

How can I make a return?

You can return your items within 30 days of delivery, provided that:

- they are unworn, unwashed, and unaltered,

- tags are still attached,

- they are in their original packaging and in resellable condition.

Items that are damaged, used, incomplete, or returned outside the 30-day window may not be accepted.

How to return:

1. Go to our Returns page (/pages/returns) and enter your order number and email address.

2. Select the item(s) you want to return, choose a reason for the return, and confirm.

3. You’ll receive a return label and return instructions by email.

4. Pack the item(s) securely in the original packaging, include the return note inside, and attach the return label outside the package.

5. Drop off the parcel at the carrier indicated in the instructions.

Return shipping fees may apply and will be deducted from your refund. Once we receive and inspect your return at our Stockholm warehouse, we’ll process your refund.

Can I return an item bought online in a physical store?

No, online purchases cannot be returned in-store, and store purchases cannot be returned to our warehouse.

Can I exchange an item?

We do not offer direct exchanges. If you’d like a different size or color, please return the original item for a refund and place a new order.

I returned an item but haven’t been refunded yet.

Refunds are typically processed within 14–21 working days after we receive your return. This time frame includes:

1. Shipping time for the return to reach our warehouse

2. Inspection and approval of the returned product

3. Processing time from our finance department

4. Transfer of the funds to your original payment method (may take up to 7 working days)

If you haven’t received your refund after 21 working days, please contact our customer service and provide your return tracking number so we can assist you.

What if I receive a defective or incorrect item?

Please contact our customer service right away and include:

- Your order number

- A photo of the defective or incorrect item

We will guide you through the next steps to solve the issue.

What should I do if an item is missing from my order?

Contact our customer service with your order number so we can investigate and help you.

Where are orders shipped from?

All orders are shipped from our warehouse in Stockholm, Sweden.

I’m looking for a product that’s not on the website

Our website shows our current collections and collaborations.

If you can’t find the product you’re looking for, contact our customer service (/pages/contact) with details (product name, link, or description) and we’ll do our best to help you.

What if an item I want is out of stock?

Our stock is limited and popular items sell quickly.

If your size is out of stock, click on the size and sign up for a stock alert. You’ll receive an email as soon as the item is back in stock.

Where do I find the size guide?

You can view the size guide directly on each product page.

If available, you can also use our “What’s my size?” tool to find your ideal fit.

How can I get more information about a product?

Each product page includes information such as material composition, available colors, and sizing.

If you need more details, reach out to our customer service and we’ll gladly assist you.

How do I take care of my items?

Each product comes with care instructions on the label. Follow these instructions to keep your items in the best condition.

If you have specific questions about garment care, contact our customer service for advice.

How can I subscribe to the House of Savoj newsletter?

You can subscribe to our newsletter from any page on the site by using the sign-up form in the footer or when creating a
customer account.

Simply enter your name, email address, and country, then click Subscribe.

By subscribing, you agree to receive updates about:

- new collections and product launches

- sales and exclusive offers

- collaborations and events

How can I unsubscribe from the newsletter?

You can unsubscribe at any time by:

- logging in to your account (/account) and updating your subscription preferences, or

- clicking the Unsubscribe link at the bottom of any newsletter you receive.