Refund policy

Right of Withdrawal, Returns & Complaints

Last updated: November 1, 2026

At The Shoelace Brand, we want you to be completely satisfied with your purchase. Here you'll find everything you need to know about cancelling an order, returning a product, or making a complaint about a faulty item.

Right of Withdrawal – 14 Days

When shopping as a consumer on our website, you generally have a 14-day statutory right of withdrawal, starting the day after you receive your order, in accordance with applicable consumer protection laws.

You have the right to withdraw from all or part of your purchase without giving any reason.

How to Exercise Your Right of Withdrawal

You must notify us within 14 days of receiving your order. You can do this by:

Please include your name, order number, and the products you wish to return so we can assist you as efficiently as possible.

Once you have notified us of your decision to withdraw, you must return the products without undue delay and no later than 14 days from the date you informed us.

Return Shipping Costs & Conditions

When exercising your right of withdrawal, you are responsible for the direct cost of return shipping.

Please package the products carefully to ensure they are adequately protected during transit.

For products supplied with a gift box or presentation packaging, the packaging forms part of the product's overall presentation and value. We therefore ask that you return the product together with its original packaging, in the best possible condition.

If the gift packaging is missing or has been damaged due to handling beyond what is necessary to inspect the product, we may make a reasonable deduction for any resulting reduction in value, in accordance with applicable law.

The absence of original packaging does not invalidate your statutory right of withdrawal.

You are responsible for ensuring that the products are securely packaged and returned. We recommend using a tracked shipping service and keeping your proof of postage.

Please contact us for the return address and further return instructions.

Product Condition

You have the right to inspect the product to establish its nature, characteristics, and functionality.

If the product has been handled beyond what is necessary for such inspection and this has resulted in a reduction in value, we may deduct an amount corresponding to that reduction from your refund, in accordance with applicable law.

Refunds

When you exercise your right of withdrawal, we will refund the amount you are entitled to receive within 14 days of receiving your withdrawal notification.

We may withhold the refund until we have received the returned products or until you have provided evidence that they have been sent back, whichever occurs first.

If you withdraw from your entire purchase, we will also refund the original standard shipping cost. Any additional costs for a more expensive delivery option will not be refunded.

For partial returns, only the value of the returned products will normally be refunded.

Refunds will be issued using the same payment method used for the original purchase, unless we expressly agree otherwise.

Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply in certain circumstances specified by law, including:

  • Products made to your individual specifications or clearly personalized according to your requirements.

  • Sealed products that are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery.

These exceptions apply only where the relevant legal requirements are met.

Complaints & Faulty Products

We carefully inspect our products before dispatch. However, if you receive a damaged, defective, or incorrect item, we're here to help.

Under Swedish consumer law, consumers generally have a three-year right to make a complaint regarding defects that existed at the time of delivery.

You must report a defect within a reasonable time after discovering it. Under Swedish law, a complaint made within two months of discovering the defect is always considered to have been made in time.

How to Make a Complaint

Please contact us at info@theshoelacebrand.com and include:

  • Your name and order number.

  • The product your complaint concerns.

  • A brief description of the issue.

  • Photos showing the problem, if possible.

We will get back to you with information about how your complaint will be handled and whether the product needs to be returned.

What Happens if Your Complaint Is Valid?

If a product is found to be faulty under applicable consumer protection laws, we will offer a repair or replacement free of charge, in accordance with your statutory rights.

If the issue cannot be resolved within a reasonable time, or if other legal conditions are met, you may be entitled to a price reduction or refund.

For valid complaints, we cover the necessary return shipping costs.

The right to make a complaint does not cover damage caused by improper use or normal wear and tear.

If We Cannot Reach an Agreement

We always aim to resolve any issues directly with our customers.

If we cannot reach an agreement, you may refer your complaint to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN), provided your case meets their requirements.

For more information, visit www.arn.se.

You can also learn more about your consumer rights on the Swedish Consumer Agency's website.

Your mandatory consumer rights under applicable law remain unaffected by these terms.

Contact Us

Have questions about returns, your right of withdrawal, or a faulty product?

Feel free to contact us at info@theshoelacebrand.com.

The Shoelace Brand Stockholm AB
Company Registration Number: 559109-0641
Treffenbergsvägen 11
652 29 Karlstad
Sweden