Where can I find information about shipping, exchanges and payment?
To make your shopping experience as pleasant and easy as possible, we have gathered all the information you might need under the “Help” category. Here you can find relevant information regarding shipping, exchanges and payment.
The product I’m looking for is out of stock. What do I do?
If you would like to be notified when a product is back in stock online, choose the out of stock size on the product page and select notify me. You can then enter your email address to receive a message from our team when we have your size available.
What should I do if I can’t find the product I’m looking for on the website?
All products on our website and in stores are from the current season. If you are looking for a product from a previous season, you can visit one of our partners. To find a location near you, please contact our customer care team with your postcode and we will be happy to provide you with a list.
Do I need to have an account to place an order?
You do not need to create an account prior to placing an order. For subsequent purchases, you can log into your account from the home page or at checkout.
How do I change the quantity of products in my bag?
You can remove items or change your quantity of products from the shopping bag, accessible in the top right corner of the website. Please note that you can make these changes on the checkout page as well.
How do I change the address in the checkout?
Your shipping address can be edited in the checkout phase prior to placing your order.
Can I change or cancel the order after I have placed it?
We are not able to change or cancel orders once the order has been confirmed. However, we do offer free returns so you are more than welcome to return the purchased item and place a new order at no additional cost.
Where can I find my order details once it has been placed?
Once you click place order, we will send you a confirmation email with your purchase details. You can also view your order history from the account page on the website.
Do you save sensitive or secure details such as credit card information?
Your previous addresses will be stored in your account for convenience, however you are able to remove these at any time. We will never store sensitive payment details or credit card information. If you have any questions or concerns please contact Customer Care.
Which payment methods can I use?
You can pay by credit card (Visa, Mastercard, Maestro, American Express, and Diners Club International) or PayPal.
Where do I enter a promotional code?
A promotional code can be entered in the promotion code field under order summary at checkout. Please ensure you enter your code prior to selecting place order.
How do I pay with a gift card?
We offer digital gift cards that are valid only for online purchases, and they are valid for two years. You can enter your unique gift card code under order summary at checkout. You are welcome to pay with two payment methods if your purchase exceeds the gift card amount, and any returns made from a gift card purchase will be credited back to the original code.
Can I ship an order to a different country?
If you would like to pay via credit card, your billing and shipping addresses must have the same country location. In order to ship to a country that is different from your residence, you can pay via PayPal.
Where do I find the tracking number for my order?
Once your order has been shipped, you will receive an email and SMS with your tracking number. You can then use this number to follow the progress of your shipment.
How much does shipping cost?
We offer free returns and standard delivery to all shipping locations for purchases with a minimum of 120 EUR / 150 USD / 120 GBP. To view express or alternative shipment options, please select your delivery location at checkout.
How long will it take for my order to arrive?
Standard delivery will take between 2 and 5 business days. Additional business days may be required for delivery during sale.
Returns & Exchanges
How do I return an item that I have purchased?
If you are not satisfied with an item that you have purchased from our online shop, we are more than happy to help you with a return. The item can be returned within 30 days of delivery if it is unworn, unwashed, undamaged and in its original condition. Return instructions can be found on the returns form that you received in your parcel, or you can read more here.
How long does it take to receive a refund for a return?
We aim to provide refunds as soon as our team has received the returned parcel. However, during busy sale periods it can take up to three weeks to process a refund. Our team will send you an email as soon as the process is complete, and please feel free to get in touch if for any reason you have not received a refund within this time frame.
Can I exchange an item without placing a new order?
To exchange an item bought online, please return the item with our free returns process and place a new order online.
How do I unsubscribe to the newsletter?
If you would like to stop receiving weekly newsletters from Filippa K, kindly open your most recent email received. At the bottom of the newsletter is an unsubscribe button. Select this button to confirm your preference. You can also unsubscribe from the account page on the website.
I couldn’t find the information I was looking for on this page. What should I do?
Still have questions? We’re happy to help. Contact a member of our customer care team by phone or by email at firstname.lastname@example.org and we’ll assist you as soon as possible.
Monday - Thursday, 9:00 - 20:00 CET
Friday, 9:00 - 19:00 CET
Saturday - Sunday, 12:00 - 17:00 CET
Belgium: +322 588 78 60
Denmark: +45 89 887 956
Finland: +358 94 24 51 916
Germany: +49 3089 677 8375
The Netherlands: +31 85 888 9769
Norway: +47 23 96 26 47
Sweden: +46 8 615 70 57
United Kingdom: +44 203 608 1010
Other: +46 8 615 70 57
Our Customer Care team is Swedish and English speaking.