Customer support
Our dedicated customer service team is happy to help with any questions you may have - whether it's about your order, shipping, our products, or anything else your wondering about. We’re passionate about providing you with the best support, so don’t hesitate to reach out to us!
Phone number: +46 10 202 32 34
Please note that our customer service by phone is available in English. Standard charges for international calls may apply, depending on your phone provider.
Customer support
Our dedicated customer service team is happy to help with any questions you may have - whether it's about your order, shipping, our products, or anything else your wondering about. We’re passionate about providing you with the best support, so don’t hesitate to reach out to us!
Phone number: +46 10 202 32 34
Please note that our customer service by phone is available in English. Standard charges for international calls may apply, depending on your phone provider.
Once you have dropped off your return, it is first sent to our return hub in Germany. There, all returns are collected before being forwarded to our warehouse in Sweden, which may take up to a week. When your return arrives at our Swedish warehouse, it is scanned, and the refund is then processed automatically. The entire process – from submitting your return to receiving your refund – can therefore take between two and four weeks.
How do I make a return?
You have 60 days from the time you received your order to return your order (see Terms of Purchase).
- Attach the included return shipping label to the outer packaging, covering the old label. If your return label is missing in your package, contact support@equinest.com. (If you made your purchase from the UK, a return label is not included in your package. Please contact our customer service and you’ll receive a QR code to use.)
- The product being returned must be in new condition and in its original packaging (if it was delivered with one) along with all tags. The return label must not be attached directly to the original packaging.
- Post the package at the delivery point. The return label is linked to your order which allows us to automatically match your return with your order and credit your payment.
From the moment you drop off your package until the refund reaches your account, it usually takes between 14 to 30 days. Has it been more than 30 days? Please contact us at support@equinest.com.
If you receive an item that is visibly damaged, please contact us immediately with a photo of the item and a description of the issue. This must be done before you return the item to us.
What should I do if I want to exchange an item?
Return the items you do not want to keep according to the procedure under "How do I make a return?" above and place a new order for what you wish to exchange for.
If the exchange involves an item that was subject to a promotional price at the time of purchase, you can email your new order number and your old order number to support@equinest.com to get the difference refunded.
What should I do if I need to make a claim for an item?
- Prepare Your Documentation: Have your order number, proof of purchase (e.g., receipt or confirmation email), and clear picture of the damage ready.
- Contact Our Customer Service: Reach out to us via our email at support@equinest.com. Provide details about the issue and attach the required documentation, such as images of the product and your receipt/order number.
- Follow the Next Steps: After reviewing your claim, we’ll provide instructions, which may include returning the item or further evaluation.
- Stay Updated: You will receive updates on your claim status, and we’ll do our best to resolve it as quickly as possible.
We’re here to help and will work with you to ensure your issue is resolved efficiently!
Once you have dropped off your return, it is first sent to our return hub in Germany. There, all returns are collected before being forwarded to our warehouse in Sweden, which may take up to a week. When your return arrives at our Swedish warehouse, it is scanned, and the refund is then processed automatically. The entire process – from submitting your return to receiving your refund – can therefore take between two and four weeks.
How do I make a return?
You have 60 days from the time you received your order to return your order (see Terms of Purchase).
- Attach the included return shipping label to the outer packaging, covering the old label. If your return label is missing in your package, contact support@equinest.com. (If you made your purchase from the UK, a return label is not included in your package. Please contact our customer service and you’ll receive a QR code to use.)
- The product being returned must be in new condition and in its original packaging (if it was delivered with one) along with all tags. The return label must not be attached directly to the original packaging.
- Post the package at the delivery point. The return label is linked to your order which allows us to automatically match your return with your order and credit your payment.
From the moment you drop off your package until the refund reaches your account, it usually takes between 14 to 30 days. Has it been more than 30 days? Please contact us at support@equinest.com.
If you receive an item that is visibly damaged, please contact us immediately with a photo of the item and a description of the issue. This must be done before you return the item to us.
What should I do if I want to exchange an item?
Return the items you do not want to keep according to the procedure under "How do I make a return?" above and place a new order for what you wish to exchange for.
If the exchange involves an item that was subject to a promotional price at the time of purchase, you can email your new order number and your old order number to support@equinest.com to get the difference refunded.
What should I do if I need to make a claim for an item?
- Prepare Your Documentation: Have your order number, proof of purchase (e.g., receipt or confirmation email), and clear picture of the damage ready.
- Contact Our Customer Service: Reach out to us via our email at support@equinest.com. Provide details about the issue and attach the required documentation, such as images of the product and your receipt/order number.
- Follow the Next Steps: After reviewing your claim, we’ll provide instructions, which may include returning the item or further evaluation.
- Stay Updated: You will receive updates on your claim status, and we’ll do our best to resolve it as quickly as possible.
We’re here to help and will work with you to ensure your issue is resolved efficiently!