Payment & Refunds
I have chosen the wrong payment method, can I change this?
Unfortunately, we are unable to update the payment method for confirmed orders. If you have any questions regarding your payment, you are always welcome to contact us.
No money has been withdrawn from my account yet, has my order been processed?
If money has not been reserved or drawn from your account, it may be that your order has not been processed or that you have chosen to pay by invoice or partial payment. Kindly get in touch with our customer service department and we will help you.
What payment methods are accepted?
Card payment (VISA and MasterCard), Klarna payment
How long will it take for me to receive my refund?
We strive to issue refunds as promptly as possible, but within a maximum of 30 days. After we have processed the refund, the amount will be paid to your card within 2-5 business days.
I have not received my refund, what should I do?
It can take up to 30 days for us to process a refund. Kindly contact our customer service department here if that time period has passed and we will investigate your case.
My payment was successful but I did not receive an order confirmation, what should I do?
Check if it has ended up in your junk folder. If it’s not there, kindly get in touch with us and we will help you.
Why does my card not work?
There are several different reasons a card may not work. We advise you to log in to your internet bank and check if your card is activated for online purchases.
Returns & Claims
I want to return an item, how do I do so?
All information on how to make a return can be found here
I have sent a return, when will I be refunded?
Within 30 days of us receiving your return. The refund will be paid into your account or you will be issued a credit note.
I have received the wrong product, how do I submit a claim?
We regret that you have not received the correct product. Get in touch with our customer service department here and we will help you.
My package was damaged in transit, what should I do?
Kindly contact our customer service department here and provide a photo showing the damage to the package and we will gladly help you.
Can I exchange products?
Unfortunately, it’s not possible to exchange a product. If the product is unopened, please make a return according to the instructions on the website and then place a new order for the desired product.
How do I submit a claim?
If you feel that you have received a defective product, you are welcome to contact our customer service department here and we will gladly help you.
Do I need to return a damaged item?
If you have received a damaged or defective item, you need to contact us here, preferably with a photo of the product, so that we can help you further.
Delivery
How long will it take for my order to be delivered?
We have a delivery time of 2-7 business days in the Nordic region. Approx. 10 business days outside the Nordic region.
Can I choose express delivery?
We do not have an express delivery option at present.
Can I track my package?
Yes. When your package leaves the warehouse, you receive an email with a tracking link through which you can track your package.
How will I know when my package has left the warehouse?
When your package leaves the warehouse, you will be sent an email informing you that your package is on its way to you. You will also be given a tracking link through which you can track your package.
My package was damaged in transit, what should I do?
Kindly contact our customer service department here and provide a photo showing the damage to the package and we will gladly help you.
I have received my order but a product is missing
Get in touch with our customer service department here and we will gladly help you.
Do I need to pay a customs duty to receive my package?
Due to VAT rules within the United Kingdom, the customer will not pay any customs and/or import costs for orders with a value up to £135.
If the order exceeds £135 the customer needs to pay customs and/or import costs herself at the time of import.
What happens if I don’t collect my package?
If you do not collect your package from your collection point, it will automatically be sent back to us after 7 days. We charge a fee of EUR 25 for unclaimed packages. See our purchase terms and conditions.
My order has not arrived
When your package leaves our warehouse, you receive an email with a link through which you can track your package. If you can’t see your package via the tracking link, you are welcome to get in touch with us.
It says my order has been delivered, but I have not received it
Try updating the link again. Sometimes the link is updated a few days before the package arrives. If you have not received the package after a few days, kindly contact us and we will help you.
My Order
I have not received an order confirmation
Check if it has ended up in your junk folder. During product launches and busy periods on the website, order confirmation emails may take some time to arrive. If you have not received your order confirmation the day after a purchase, kindly get in touch with us and we will send it to you.
I want to add a product to my order, how do I do so?
We are unable to add a product to a confirmed order. The best thing to do is to place a new order for the items you wish to add.
Can I cancel my order?
You are always welcome to email us and we will gladly help you if possible. However, we cannot guarantee that it will be possible.
Can I change the address or other information on my order?
You can always email us and we will gladly help you if possible. Unfortunately, if the order has already been processed, it will not be possible.
I have received the wrong product or a product is missing from my order, what should I do?
We regret that you have received the wrong product or that a product is missing. Email our customer service department here and we will help you.
I have received a defective product, what should I do?
We sincerely apologise for this. Email our customer service department here and describe what is wrong with the product together with a photo or video showing the product’s defect and we will help you.
I have not received my order
The delivery time is 2-7 business days. If you have not received your order after this time period, kindly get in touch with us here and we will help you with your order.
I would like to return my order
You are welcome to make a return. All the information on how to proceed can be found here.
My Account & Log in
I can’t remember my password, how do I sign in?
You can click “forgot password” and a recovery link will be sent to you.
What can I see in My Account?
– You can see all your orders
– You can see your “Item Watch” list
– You can submit reviews on products you have purchased
– You can see a list of the gift cards you’ve purchased
Where can I view my previous orders?
In My Account you will find all your orders for which the email address linked to your account was used.
How do I leave a review?
Some time after you have received your product, we will send you an email through which you can review your product. You can also log in to My Account and submit a review there.
I want to delete my account, how do I do so?
Email our customer service department here and we will delete your profile.
Products
Can I get tips on matching products?
Absolutely. We list matching products on many of our product pages. You can also follow our Instagram and “Highlights” for more inspiration and information about matching products. If you can’t find what you’re looking for, you can always get in touch with us here.
Are your products vegan?
Many of our products are vegan. You will also find a complete list of ingredients on each product page.
Are your products cruelty free?
SIMPLY TEEN is vehemently against animal testing and we do not sell our products in any markets that require the products to be tested on animals.
How can I found out when a sold-out product is back in stock?
You can click “Item Watch” and then “Notify Me When Available” under an out-of-stock product and enter your email address. You will then receive an email as soon as the product is back in stock.
How can I see a product’s ingredients?
On each product page you will find a complete list of ingredients under “Ingredients”.
Do SIMPLY TEEN products contain parabens or PFASs?
Our products do not contain parabens or PFASs. All of our products are registered with the Swedish Medical Products Agency and the EU’s CPNP.
PR & Collaborations
I have a collaboration proposal, whom should I contact?
You are welcome to email our customer service department at info@simplyteenskin.se
What channels is SIMPLY TEEN on?
Our channels: YouTube, Instagram, Facebook, TikTok and Pinterest
