Customer Service and Privacy Policy
Shipping and delivery time
Fast and reliable delivery
Stock items are normally delivered within 5–7 working days to Sweden and Denmark. Delivery may take slightly longer to rural areas and during busy periods.
For deliveries outside the EU, delivery may take slightly longer due to customs and import handling.
How shipping is calculated
The shipping cost depends on what you order and where it is going. It is calculated automatically and shown at checkout before you pay.
Shipments up to 15 kg are sent as parcels to your nearest pickup point. Heavier shipments are delivered on a pallet to your address.
If you order accessories together with stone, no extra shipping is charged – the whole order is sent as one shipment.
Samples have a fixed shipping fee that varies between countries and is shown at checkout.
We deliver with automatically calculated shipping to Sweden, Denmark, Norway, Finland, Germany, the Netherlands, Austria, Switzerland and other EU countries.
Countries we quote per order
For the United Kingdom, the USA and other countries we cannot show the shipping cost directly at checkout. Place your order as usual and we will contact you with a shipping quote before dispatch. You can cancel if you do not wish to proceed.
Delivery of stone and heavy goods
The goods are delivered to the specified delivery address or as close to the address as the carrier can get, taking into account accessibility, road safety and local regulations.
Delivery does not include carrying the goods inside. Floor and wall tiles as well as window sills are delivered on pallets. The carrier unloads the goods at a suitable and permitted location as close to the delivery address as transport conditions allow.
For delivery to a house or other property, the road must be sufficiently accessible for the vehicle used and for unloading with a tail lift and pallet truck. The ground must be firm and sufficiently level for safe handling of the pallet.
The customer is responsible for informing us in advance of any restrictions that may affect delivery, such as narrow roads, weight restrictions, limited accessibility or other conditions that may complicate or prevent delivery and unloading.
For delivery to an apartment, delivery is normally made to the entrance or pavement, provided that the carrier can legally and safely stop and unload there. If this is not possible, the goods are delivered to the nearest suitable unloading point.
Delivery not received
If the customer does not accept or collect the delivery and this results in costs for, for example, return shipping or storage, the customer may be charged the actual and reasonable costs arising from this, to the extent that the cost is permitted by law and stated in our terms of purchase.
If the goods remain with the carrier, storage costs may arise. In such cases the customer will be informed of this and of any costs.
Tracking
Once the order has been dispatched, the customer can follow the delivery online via a tracking link sent when the shipment is booked.
Delivery of samples and accessories
Samples and smaller accessories are normally delivered to the nearest pickup point, or to the specified delivery address for business customers.
Complaints
We recommend that you check the goods as soon as possible after delivery, preferably within 7 days. Check that the correct quantity has been delivered and that the products have no visible damage or other obvious defects.
Natural stone is a natural material and every stone is unique. Colour variations, chipped edges, glassy inclusions, nicks, small cavities and natural irregularities may occur and are normally part of the stone's natural character. Small cavities and irregularities can be filled with grout if needed.
If visible damage to the packaging or products is discovered on delivery, we recommend noting this on the consignment note or receipt before signing for the delivery. Please document the damage with clear photographs, both with and without packaging.
How to make a complaint
If you believe your product is defective, please contact us at support@ostersjosten.se.
To help us handle your case as quickly as possible, please include:
- When you received and unpacked the delivery.
- When you discovered what you believe to be the defect.
- As detailed a description of the defect as possible.
- Clear photos of the defect and, if relevant, of the packaging.
Once we have received your complaint, we will review it and get back to you with information on how the case will be handled. If the complaint is approved, Östersjösten covers the cost of any return shipping or replacement product.
Right of complaint
As a consumer, you have the right under the Swedish Consumer Sales Act to make a complaint about original defects in a product for up to three years. The complaint must be made within a reasonable time after you discovered, or should have discovered, the defect.
Always check the product before installation. If a defect is discovered after the product has been installed, the possibility of compensation for costs arising from the installation may be affected. Please therefore contact us before installation if you notice anything you consider to be a defect.
The right of complaint does not cover damage or defects caused by normal wear and tear, incorrect handling, incorrect installation or insufficient maintenance according to our care and maintenance instructions.
Right of withdrawal
For distance purchases, you as a consumer normally have a 14-day right of withdrawal. If you wish to exercise your right of withdrawal, you as the customer are responsible for the cost of return shipping. The cost of return shipping depends, among other things, on the product's weight and size and where the return is sent from.
For our stone products, return shipping can be considerably higher than the shipping cost you paid at purchase. As a guide, it normally costs around SEK 1,500 including VAT to return a pallet with up to 20 m² of stone. The actual cost may vary depending on, among other things, the product's weight and size and where the return is sent from.
Returning stone products
Stone products in the same order may come from the same production or quarrying batch and therefore have a consistent aesthetic appearance. If several products are part of the same consistent delivery, we may therefore need to handle the return as a whole.
You always have the right to inspect your order before deciding whether to return it. The products must be handled with care and must not be subjected to handling beyond what is necessary to establish their nature and function.
The products must, as far as possible, be returned in their original packaging and with due care. If the packaging has been discarded, suitable new packaging may need to be provided for the return.
If the product has been damaged, is incomplete, or has been handled to a greater extent than necessary to assess its nature and function, we reserve the right to deduct from the refund an amount corresponding to the reduction in value.
Refunds
Once we have received and inspected the return, the refund is made without undue delay and no later than within 14 days. The refund is made using the same payment method used for the purchase, unless otherwise agreed.
When exercising the right of withdrawal, the amount you paid for the product and the original standard delivery cost are refunded. The cost of return shipping, which is paid by the customer, is deducted from the refund.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to products made to the customer's specifications or that are clearly personalised.
The right of withdrawal may also be excluded for products that are not kept in stock and are produced specifically to the customer's order, provided the product is covered by the statutory exception to the right of withdrawal.
The right of withdrawal does not apply to stone or tile samples. Nor does it apply to made-to-measure products or products in formats that are not kept in stock and are produced specifically to the customer's order.
Your personal data
Your privacy is very important to us. We respect your privacy and do not sell, rent or disclose your personal data to third parties other than when necessary to provide our services, fulfil your order or when required by law.
The information you provide is used to handle your order, payment, delivery and customer service. Your phone number may, for example, need to be passed on to the carrier so that they can contact you about the delivery.
You can always contact us at support@ostersjosten.se if you have questions about how we process your personal data.
Stock status
On our product pages you can see the current stock level for floor and wall tiles, sealers, cleaning products, grout, adhesive and window sills, as well as the number of linear metres of skirting in stock.
Browse the different variants to see the exact stock level for each variant.
If an item is out of stock, the estimated date of the next incoming delivery is also shown directly on the product page.