SHIPPING AND DELIVERY

1. General
   Under normal circumstances, all orders are processed and shipped within one (1) business day from when you receive a “Shipping Confirmation” email, from our warehouse in Stockholm, Sweden. Packaging and processing of orders occur between Monday and Friday, excluding Swedish public holidays.
   When you place an order on our website, you will receive an order confirmation email. Once your order has shipped, you will receive a second email with final confirmation and instructions, including information about the carrier and the location of your collection point (“Shipping Confirmation”).
   Delivery times provided are guidelines and may vary. In case of misleading information regarding stock quantities or technical issues, we reserve the right to cancel your order. Please note that once orders have been dispatched from our warehouse, they cannot be redirected. Additionally, we are unable to deliver to Post Office boxes.
   Please note that if you choose invoice payment with Klarna, you cannot use an alternative shipping address.
   
   
2. Shipping fees and delivery time
   Delivery times are provided as guidelines only and commence from the date of dispatch. These delivery times do not take into account possible delays caused by payment authorisation and/or stock availability. If we fail to deliver within 30 days, you have the right to cancel the purchase.

We may, from time to time and at our own discretion, offer a free shipping promotion. When such a promotion is offered, it will be clearly stated on the website and will be applied to your order at checkout.

Sweden: Free delivery on all orders over 400 SEK. Standard delivery charge is 69 SEK.
Orders are delivered to specified address or a pick-up point within 1-3 working days.

Denmark: Free delivery on all orders over 450 DKK. Standard delivery charge is 95 DKK. 

Orders are delivered to a pick-up point within 3-5 working days.

Norway: Free delivery on all orders over 850 NOK. Standard delivery charge is 190 NOK.
Orders are delivered to a pick-up point within 3-5 working days.

We are a registered VOEC - online store and we send your order on a DDP (Delivery Duty Paid) basis. VOEC (VAT on e-commerce) is a scheme simplifying the collecting and reporting of Norwegian VAT for online stores. This means that when buying goods for less than NOK 3,000 from an online store that’s registered in the VOEC Register, you’re paying VAT when shopping and the order is delivered on a DDP (Delivery Duty Paid) basis. Meaning: all orders include any taxes and customs. For more information, please visit: https://www.skatteetaten.no/en/business-and-organisation/vat-and-duties/vat/foreign/e-commerce-voec/

European Union: Free delivery on all orders over 80 EUR. Standard delivery charge is 20 EUR. Orders are delivered to a pick-up point within 5-7 days.

United Kingdom: Free delivery on all orders over 60 GBP. Standard delivery charge is 15 GBP. Orders are delivered to a pick-up point within 3-5 days.

Please note that the shipping charges do not include import costs that may be due when the package reaches the destination country. We send your order on a DDU (Delivery Duty Unpaid) basis.

All other countries: Free delivery on all orders over 80 USD. Standard delivery charge is 20 USD. Orders are delivered to a pick-up point within 7-10 days.

Please note that the shipping charges do not include import costs that may be due when the package reaches the destination country. We send your order on a DDU (Delivery Duty Unpaid) basis.

 

1. Carriers
   We ship all our orders with PostNord.
   PostNord: https://www.postnord.se/privat/ta-emot/
   
   Depending on your location, the carriers may vary. We will choose the best, quickest, and most environmentally friendly carrier for your destination. 

1. Insurance
   All orders placed outside of Sweden are insured by Know to Glow during shipment until delivery reaches the recipient. If your order is signed for by a recipient other than yourself, their signature will serve as proof of delivery and order fulfillment by us, and will release us from any further responsibility.

1. Unretrieved packages
   We reserve the right to charge you for any shipping costs associated with uncollected packages. This includes the actual cost of shipping, which is typically covered.

RETURNS AND REFUNDS

1. General
   You have the right to cancel and return your order within 30 days of receiving your parcel. If anything is not to your satisfaction, please do not hesitate to email us at hello@knowtoglow.com as soon as possible.
   Always include your order number in any communication with us. 

If you are not sure how you will react to a certain product, please contact us for more information and guidance. All products have a clear INCI list, where each ingredient within the product is listed. 

Before using any skincare product, we recommend conducting a patch test to ensure compatibility with your skin. Apply a small amount of the product to an area of skin and wait 24-48 hours for any signs of irritation or allergic reaction. Discontinue use if any adverse reactions occur. We are not responsible for any reaction to any product or sample. We do not give refunds for allergic reactions.

1. Exchanges
   All products are non-exchangeable but can be returned. If you wish to exchange an item, you must place a new order.
   *Items excluded from returns are those that have been modified or adjusted at the customer’s request.
   
   
2. How to make a return:
   If the product(s) is within the requirements for a return, do as follows:
   
   1. Email us at hello@knowtoglow.com and include your order number. We would appreciate your feedback on why you are not satisfied with the product(s).
   2. Place the product(s) in the original shipping box or bag, or any other solid carton box or plastic bag.
   3. Include the return form (if applicable) inside the box or bag.
   4. Close the box or bag and tape it securely.
   5. Affix the return label you received with the delivery (if applicable) on the package, covering the previous information.
   6. Return the package to your nearest delivery point.
   
   
3. Return requirements
   Return the product(s) as soon as reasonably practicable, but no later than 30 days after receiving your parcel.
   When returning, we recommend that you pack the product(s) in the same way and use the same packaging as when you received them.
   Please note that you are responsible for the item until we have received it. Therefore, you should use a trackable shipping method and keep a copy of your shipping receipt for your records. Additionally, if applicable, clearly mark the package as “RETURN” on any customs paperwork and declare the correct value of the goods. Packages not marked this way or declared at zero value may experience delays or incur import duties.
   You are responsible for the shipping charges when returning products in accordance with your cancellation rights. We will not refund any additional duties, taxes, or charges that may be incurred in relation to a return.
   For more information regarding your right to cancel, please refer to section 8: Right of Cancellation and Returns.
   
   

1. Refunds
   If you choose to cancel your order in accordance with the terms set forth in section 4. Return Requirements, we will issue a refund of the amount paid, excluding any shipping charges.
   We will process your refund as soon as possible, but no later than 14 days after receiving your parcel. The refund will be made using the same payment method you used for the purchase.
   If you have chosen an invoice via Klarna as your payment method and wish to withdraw only part of your order, please contact Klarna to put your invoice on hold. Once your partial withdrawal is accepted by us, a new invoice will be issued for the products you wish to keep. If you have already paid the invoice before your withdrawal, the amount corresponding to your withdrawal will be refunded.
   
   

RIGHT OF CANCELATION AND RETURNS

1. Cancellation
   Know to Glow wants you to be satisfied with the products you purchase from us, which is why we offer you a 30-day right of withdrawal* from the day you receive your order. You have the right to cancel your purchase of the product(s) by notifying us and returning the product(s) within 30 days from the date you received your delivery. Although the notification can be sent in various ways, we prefer that you contact us at hello@knowtoglow.com.
   (*According to the Distance and Off-Premises Contracts Act (SFS 2005:59), you have a 14-day legal right to withdraw, but here we offer you 30 days.)

Please note that we will only issue a full refund if the product(s) are returned in the same condition as when delivered. If the value of the product(s) has decreased due to handling, you may be liable to compensate us for the loss. In such cases, we reserve the right to deduct the full or an appropriate amount from the refund.
To avoid any deductions from your refund, please ensure that the product you wish to return is in exactly the same condition as when you received it, with labels and seals still intact. 

Additionally, the original packaging must be fully intact. Items should be returned in their undamaged original box, as it is considered part of the product.
Certain products are exempt from the right of withdrawal under the Act on Distance Contracts and Off-Premises Contracts (2005:59). This includes products that have been manufactured or modified at the request of the customer or that have otherwise acquired a special characteristic.

1. Contact details
   
   If you have any questions, please do not hesitate to contact us at hello@knowtoglow.com

Store and HQ:
Know To Glow
FOLKSKOLEGATAN 7
117 35 Stockholm
SWEDEN
hello@knowtoglow.com