We understand how valuable your time is and we are here to make your experience as smooth and positive as possible. Whether you need help with information about our products, invoicing, returns or anything else, we are here to assist you in the best possible way. Our aim is to offer a service of the highest quality to make your time with us as pleasant and worry-free as possible. Below you will find selected sections to easily find the right answer or the information you are looking for.
Each return package generates emissions from the means of transport used to return it to the seller or warehouse. These emissions are significant contributors to climate change and the deterioration of air quality.
Together, let's strive to reduce our environmental impact by considering our purchases and minimizing returns whenever possible. By making conscious choices, we can all contribute to preserving our planet for our future fur babies.
Below you will find frequently asked questions that our customers often ask, along with answers to these questions. Please read through the questions , and if you do not find an answer to your question, please feel free to contact us via the form below.
If you need to extend the due date or pause your invoice, we recommend that you contact Klarna directly. They handle all billing for our orders and can help you with adjustments. Visit Klarna's website or contact their customer service for quick and easy assistance.
At Djurslottet we offer several convenient payment options to make your shopping experience smooth:
Yes it's possible. By shopping with Klarna, you are offered the option to pay up to 60 days after the purchase. However, it is important to note that the number of days you have to pay may vary depending on your credit rating, which is determined by Klarna. For further information, please contact Klarna.
Several factors can affect why your payment via Klarna does not go through. It could be due to a poor network connection, having too many tabs open at the same time or needing to clear your cache, or you are not logged into your Klarna account. Try clearing your cache or using a private tab or another browser, and it should work. It is also worth noting that Klarna may refuse certain payments if they believe that the customer has too low a credit rating, payment notes, high debts, and the like. For more information, we recommend that you visit Klarna's website.
You can easily cancel your subscription by following these steps:
After your subscription has ended, no further payments will be made. You will still have access to any services or products until the end of your current payment period.
If you need help or have any questions, don't hesitate to contact us!
Once we have received and reviewed your return, we will send you an email to confirm receipt of your returned item. We also inform about the approval or rejection of your refund. If the refund is approved, it will be processed within the specified time frame and the refund will be automatically applied to your credit card or original payment method.
If you have shopped with Klarna, any refund will be returned to your Klarna account. If you have chosen to pay later, your invoice will be canceled a few days after we inform you of the refund. For further information about your refund with Klarna, please contact Klarna for quick assistance, as they handle your refund.
After a refund has been made, your invoice will be automatically adjusted by Klarna. If you have already paid the invoice, Klarna will refund the amount directly to your account. In the case of partial payment or if the invoice has not yet been paid, the remaining amount will be updated on your invoice. For more information, you can log in to the Klarna app or contact their customer service.
If you have not received an order confirmation after your purchase, it may be due to the following:
If you still can't find the confirmation, contact us via our customer service and we will help you.
Our express delivery products, which are sent from our own warehouse in Gothenburg, are normally delivered within 1-2 working days. For products such as dog harnesses and claw trees, the delivery time can be expected to be approximately 5 days. Other products can take between 6-12 working days to be delivered, depending on destination and demand. For detailed information on the current delivery time, please visit each product page.
We always offer free shipping on all orders as an option. If you would like faster delivery in 1-2 business days, you can choose this option for only 29 SEK to 39 SEK, depending on the delivery method you choose.
Depending on the product, your order is sent from different warehouses. Most products are sent from our Swedish warehouse with a delivery time of 1-2 days. For larger packages, they are usually sent from our warehouse in Germany or Spain with a delivery time of approximately 5 days. The remaining products are delivered directly from our supplier with a delivery time between 6 and 12 working days. In this way, we can ensure that you receive the highest quality products at competitive prices.
When we receive your order, we confirm it and automatically send an order confirmation to the e-mail address you provided when placing the order. Please read the order confirmation carefully when it arrives and make sure it matches your order.
If you do not receive your order confirmation, it may be because you have entered the wrong email address or the confirmation has ended up in your spam folder. We recommend that you please check your spam and if you still do not find the confirmation, please contact us and we will send your order confirmation as soon as possible.
Please note that we will send your packing slip digitally to the email address you have provided. This means that you will not receive your delivery note in paper format, which is in line with our environmental vision.
Depending on the delivery time you have selected at checkout, your delivery will arrive at different times. To get the exact delivery time for the products you have ordered, please see the product page. Products shipped from our Swedish warehouse are delivered within 1-2 working days. Products from our external warehouse in Europe are delivered within 5 working days. Other products, shipped from our supplier, can take up to 12 working days to be delivered. Please note that the delivery time for each product is clearly stated on its product page.
You can easily track your delivery and see your expected delivery date here: Track your order.
Please contact us if you have not received your package after 12 business days! Don't forget to include your order number for faster assistance!
If you have ordered several products, you may receive one before the other. This is completely normal and nothing to worry about. Your products will be delivered within the delivery time you have selected at checkout, where the longest delivery time is up to 12 working days. Please contact us if you have not received all your products after 12 working days.
If you have received incorrect goods, you can easily contact us and we will replace them with the correct goods. In most cases, you get to keep the faulty product. Note that you need to send pictures and possibly videos that clearly show that you have received the wrong product(s). Please submit this together with your order number and we will help you as soon as possible!
If your package is listed as delivered but you haven't received it, it's usually due to the carrier, usually Early Bird or PostNord . In many cases, the package has been delivered to a neighbor.
What you can do:
If your package still hasn't arrived after 7 days from when it was listed as delivered , please contact us and we will help you further!
All of our products that ship within 1-2 business days have an icon on the product page that clearly indicates "1-2 day delivery". Please note that if you purchase 2 or more products, at least one of which is eligible for expedited shipping, and select the expedited shipping option at checkout, only that product will be shipped expedited in 1-2 business days. Other products will be sent with the standard delivery time according to the information on their respective product pages.
The reason is that the product is temporarily out of stock in our Swedish warehouse and we are waiting for delivery from our supplier. The package will be sent as soon as the delivery arrives at our warehouse, which is usually faster than the delivery time shown at checkout.
Unlike many other Swedish suppliers, we can actually deliver packages to other countries in Europe, making it easy for you to shop, whether you are at home or traveling.
You have the right to cancel your purchase within 180 days of receiving the item. To return a product, it must be unopened and in unused condition, with all possible labels and accessories intact, and in its original packaging.
To return your product, please contact us through the form below. Be sure to include your order number, the products you have ordered and the reason for your return.
This helps us understand and improve our products and services for future customers. We will provide you with an address where you can return the product.
To make it easier, you can easily create your waybill via PostNord's website. After we receive your package, the amount will be refunded to your original account.
After receiving your products, we recommend that you immediately check whether the delivery corresponds to the order confirmation, whether the products have been damaged during transport or whether there are any other errors or defects. Be sure to save the packaging for possible returns or complaints.
Please use the form at the bottom of the page to contact us, and together we will find a suitable solution.
Your satisfaction with your purchased goods is of utmost importance to us. We urge you not to return faulty goods before contacting our customer service first.
You have the option to cancel your order within one hour of placing your order, or as long as the products have not already been shipped from our warehouse. If your items have already been shipped, you must first collect the package and then contact us again to receive our return address and instructions for returning your order.
The return cost depends on the size and weight of the package. For our products, it usually costs between 49 and 79 SEK. For the exact price, we recommend that you check the shipping company's current prices. We recommend returning with PostNord for smooth handling.
Once we have received and reviewed your return, we will send you an email to inform you whether we have approved or declined your refund. If your refund is approved, it will be processed within 3 to 7 business days, and the credit limit will be automatically applied. Any return shipping costs will be deducted from the amount of the refund for your order.
No, you cannot avoid collecting the package for return. Unclaimed packages do not reach us and therefore do not qualify for a refund.
To return an item and receive a refund, you must first collect the package and then follow our returns process. Contact us and we will assist you with return instructions.
You have the option to easily change the size if the product does not fit. To initiate the exchange process, please contact us via the contact form below and provide your order number. Please also specify which size and color you wish to change to. We will assist you as soon as possible.
If you need help, have questions or specific requests, do not hesitate to contact us. For faster assistance, please always state your order number and describe your case in detail for any returns or complaints.
NOTE: For invoice questions, please contact Klarna directly!
Questions about delivery? Click here
Important! Our replies can sometimes end up in your spam folder . If you have not received a reply within 24 hours, please check your spam folder!
