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!
Opening hours:
You are welcome to contact us by Email any time. Our usual answering time is 1-2 business days. Please note the following public holidays in Sweden, on which we are not available.
- April 18th (Good Friday)
- April 21st (Easter Monday)
- May 1st (International workers' day)
- May 29th (Ascension Day)
- June 6th (Sweden's National Day)
- December 24th (Christmas Eve)
- December 25th (Christmas day)
- December 26th (Boxing day)
- December 31st (New Year's Eve)
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!
We are currently experiencing higher demand than usual, which means processing times may be slightly longer than normal. Our goal is to respond as quickly as we can, and we truly appreciate your patience.
Opening hours:
You are welcome to contact us by email any time. Our usual answering time is 1-2 business days.
Please note the following public holidays in Sweden, on which we are not available:
- April 18th (Good Friday)
- April 21st (Easter Monday)
- May 1st (International workers' day)
- May 29th (Ascension Day)
- June 6th (Sweden's National Day)
- December 24th (Christmas Eve)
- December 25th (Christmas day)
- December 26th (Boxing day)
- December 31st (New Year's Eve)
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).
- If your return label is missing in your package, contact support@equinest.com
- Pack the product in a suitable box and attach the return label to the box.
- Post the package at the nearest agent. The return label is linked to your order which allows us to automatically match your return with your order and credit your payment.
If more than 14 days have passed since you posted your return to us, contact our customer service via email with the order number.
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!
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).
- If your return label is missing in your package, contact support@equinest.com
- Pack the product in a suitable box and attach the return label to the box.
- Post the package at the nearest agent. The return label is linked to your order which allows us to automatically match your return with your order and credit your payment.
If more than 14 days have passed since you posted your return to us, contact our customer service via email with the order number.
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!