FAQs: Returns/Exchanges
Our Guarantee to You
At Smadi Interior & Studio and our associated brands – www.nordicbutik.com – we stand behind the quality of our products and strive to make every purchase a positive experience. If you are not satisfied, we will do our best to make it right.
What is your return policy for items?
We accept returns and exchanges of eligible items in new, unused, and resalable condition within 30 days of receipt, provided a valid proof of purchase is presented. The right of withdrawal does not apply to customized products, i.e., items made according to the customer's unique specifications.
How much does it cost to return?
A return fee of 60 SEK per package is always charged for returns within Sweden. For returns of larger/heavier items, a return shipping fee of 300 SEK per package applies within Sweden (*if you received delivery with indoor placement, no additional return fee is charged). These fees are deducted from the refunded amount once we have processed your return. If we delivered the wrong item to you or if it concerns a complaint, it costs nothing to return.
- UPS EU Return Fee: 200 SEK
- UPS Worldwide Return Fee: 300 SEK
Will I get a refund for the shipping fee when I return?
If you return all items in your order, the shipping fee will also be refunded.
Can I return sale items and display items?
Sale items and display items are not covered by the open purchase policy.
What is a drop-off receipt?
You will receive a drop-off receipt from your postal agent when you return your item. Always keep it – it is your proof that you have sent back your order.
What happens if I don't pick up my package?
If you do not pick up your package or receive your delivery within the specified time, it will automatically be sent back to us. We charge a fee of 200 SEK within Sweden for packages or deliveries that are not picked up or received on time.
- UPS EU Fee for Unclaimed Packages: 200 SEK
- UPS Worldwide Fee for Unclaimed Packages: 300 SEK
What should I consider before returning?
The product must be in unchanged condition and all labels and hangtags must be attached. The right of withdrawal does not apply to customized products, i.e., items made according to the customer's unique specifications.
Can I return items from different orders?
Of course, you can return items from different orders. Be sure to include the packing slips from both orders in the package.
Do I have to return in the same bag/package as when I received my order?
It is not necessary to use the same bag or package as when the delivery was made. Make sure to pack the items properly, as you are responsible for the return.
Do I need proof of purchase to return or exchange items?
Yes, proof of purchase is required to issue exchanges, credits, or refunds for eligible items. We accept the following as proof of your purchase:
- Original receipt (this includes printed store or gift receipt, e-receipt, or electronic order confirmation)
- Packing slip
- Order number
We cannot accept any items for return or exchange without proof of purchase. Items should be returned to the store where the purchase originated or by mail (if the item was ordered online or by phone and received by mail).
How do I start a return?
Returns can be initiated on the applicable website or store. That is, AB Smadi Interior & Studio or Nordicbutik.com items can be returned via the website or store. Items purchased outside Sweden can only be returned or exchanged within Nordicbutik.com at the purchase location or sent back to the return address. The right of withdrawal does not apply to customized products, i.e., items made according to the customer's unique specifications. To easily utilize your return right, follow the return instructions found in your delivery.
Please contact customer service via the email form with the following information and we will assist you in the best possible way:
- Order number
- Pictures/videos of the defective item
- Contact details
How do I initiate an online return to return items by mail?
You can make an online return if the order is small by logging into your customer account.
- Start the return online with your order number and postal code.
- Select eligible items to return and state why you are returning them.
- Print a shipping label (you pay for the return shipping).
- Pack your items.
- Drop off at any agent and track your return easily online.
Smadi Interior & Studio will refund all purchases in full as soon as the item has been returned to our warehouse and we have verified that the item's condition is still new. Once we have received your eligible return, your refund will be sent to the original form of payment within 7–14 business days.
What should I do if I discover transport damage upon receiving my package?
If you discover that the shipment is visibly damaged during transport upon receiving your package, this should be immediately reported to the agent or driver, regardless of whether it is home delivery or when you pick up the package yourself at the agent.
How do you handle credits and refunds?
We will issue a credit or refund in one of the following ways:
- With proof of purchase, the item's purchase price will be refunded in the original form of payment. If part or all of the purchase was made with a gift card, a new gift card or product credit will be issued.
- When the gift's registration number is shown without proof of purchase, the current sale price of the item will be refunded with a Merchandise Credit. (Merchandise Credit is similar to a gift card but is issued for the amount of the returned item rather than a predetermined amount. Like a gift card, Merchandise Credit can be used as cash to purchase items).
Any shipping and handling fees will not be refunded, and customers are responsible for the return shipping cost.
What applies to returns and exchanges of customized or special-order items?
These special-order items are made according to your individual specifications; therefore, we cannot accept returns or exchanges. However, if a customized or personalized item (including fabrics, carpets, and panels that differ from our stock items) arrives with a manufacturing defect or with damage caused during transport, we will repair or replace the defective item or the damaged area. If this is not possible, we will arrange for an exchange. We reserve the right to determine the best course of action.