CAN I TRACK MY ORDER?
Yes. Once your order is completed and shipped, you will receive an email from one of our four carriers (DHL, UPS, TNT, or Federal Express) that we use with a tracking number.
HOW CAN I CANCEL OR CHANGE MY ORDER?
Please email us at email@example.com as soon as possible after you have placed your order and we will help you.
In case the order has already been dispatched, please make sure to collect your package at the pick-up point and contact us so we can help you with the return or exchange.
CAN I CHANGE THE SHIPPING ADDRESS?
In case the order has already been dispatched, please contact the shipping company as soon as possible and state the shipment number received with the tracking number, so that your package can quickly be re-directed to the new address.
I WOULD LIKE TO BUY A BAG AS A GIFT, CAN I SHIP IT TO AN ADDRESS OTHER THAN MY OWN?
WHAT IS THE DIFFERENCE BETWEEN A PRE-ORDER AND SIGNING UP ON A WAITING LIST?
By signing up to the waiting list, you will be notified by mail when a particular bag style will be back in stock or when a new bag style is available to order. Signing up to the waiting list is not binding and you do not purchase anything, you simply receive the information that the bag style is available again so you have time to order before it runs out of stock.
WHEN WILL MY PRE-ORDER SHIP?
We will ship most pre-orders as listed in the product description. Please note that the pre-order shipping dates are estimates and may be subject to change. Should there be a change to the expected ship date for your order, we will send you an email to let you know.
WHY HAVE I NOT RECEIVED ANY ORDER CONFIRMATION OR SHIPPING INFORMATION AFTER MY PURCHASE?
We always email an order notification after the purchase and then a shipping confirmation when your order has been shipped. Please check your email as well as its trashbin and spam filter. If you are still unable to find your order- and shipping confirmation, email us at firstname.lastname@example.org and we will help you.
WHAT SHIPPING OPTIONS DO YOU PROVIDE?
FROM WHERE DO YOU SHIP?
TO WHICH COUNTRIES DO YOU DELIVER?
HOW MUCH IS THE DELIVERY FEE?
HOW LONG ARE YOUR DELIVERY TIMES?
Below you can find the current estimated delivery times:
Within Sweden: 1-3 business days.
Europe: 5-7 business days.
International: 5-10 business days.
HOW ARE THE PRODUCTS PACKAGED?
ARE THERE IMPORT DUTIES AND TAXES TO PAY?
ARE YOU OFFSETTING THE CARBON EMISSIONS GENERATED FROM THE MANUFACTURING AND SHIPPING OF YOUR PRODUCTS?
WHAT PAYMENT OPTIONS DO YOU PROVIDE?
We use Klarna as our payment provider. We offer Klarna Checkout and accept Payment in 30 days, 6-12 months financing, direct payment from your bank account with BankID, bank transfer, Visa, Mastercard, and American Express.
HOW DO I KNOW THAT MY PAYMENT WENT THROUGH?
We always send an order notification after purchasing and a shipping confirmation when we dispatch your order. Please check your email, as well as your trash bin, and spam messages.
Please send us an email if you still can’t find either of these emails to email@example.com.
CAN I RETURN MY ORDER?
Yes. You may return your item/s within 14 days after you received your order under the condition that the item is unused and returned in its original condition, including all original branded packaging. The item must be returned to us in mint condition.
To make the return, please contact firstname.lastname@example.org and we will mail you the shipping tag to avoid any unnecessary prints.
HOW LONG DOES IT TAKE TO GET A REFUND?
After we have received and examined your return, the money will be returned using your original method of payment within 3-5 working days. The return shipping fee will be deducted.
THE ITEM I RECEIVED IS DAMAGED. WHAT SHOULD I DO?
Before we send your product/s, we check each carefully. If you would receive a piece with a minor defect, let us know. In that case, send a picture of the damaged product at email@example.com. It is very important to us that you feel 100% happy with your Cloudberry products.
IS IT POSSIBLE TO EXCHANGE THE GIFT THAT I RECEIVED?
HOW LONG IS YOUR WARRANTY PERIOD? WHAT DOES IT ENTAIL?
We provide a 2-year warranty against defects in workmanship and materials under responsible use.
If a quality issue is discovered regarding the workmanship within the 2-year warranty period, we offer a free repair service with our producer in Milan, Italy. Please note that we do not cover the shipping costs to and from our producer. If you need assistance, please write to firstname.lastname@example.org and we will be glad to help.
I HAD AN ACCIDENT WITH MY BAG. ARE YOU ABLE TO FIX IT?
The quickest and easiest way to receive help is to send us pictures of the damaged item to email@example.com.
Our chief artisan in Italy needs one week to estimate the repair cost. After this, we will contact you to give you a price quote.
If you wish to proceed with the repairs, we will ask you to ship the bag to our artisan team in Italy who will carry out the repair, which will take around 2-3 weeks. However, we will let you know a more accurate schedule before shipping since it’s always case-by-case.
I AM AN INFLUENCER AND WOULD BE INTERESTED IN A COLLABORATION. ARE THERE ANY POSSIBILITIES TO COLLABORATE WITH YOU?
We are always open to discussing the possibility to collaborate. Please send us an email at firstname.lastname@example.org so we can discuss in more detail!
We will be glad to help if you have any additional questions. You can reach us at email@example.com.