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FAQ 2018

FAQ

Ordering

After submitting your order, you will be directed to the order confirmation page. We recommend you to save your order number in case you feel the need to contact Customer Service in regards to your order. In addition, you will receive an email confirmation, usually within minutes. If you cannot find your order confirmation in your inbox, please check your spam as emails sometimes end up there.

First double check the code is correct and valid - please note that promotion codes cannot be used with discounted items or in combination with other offers.

How to apply your promotion code:

1. Enter the valid promotion code in the promotional code box "Apply Discount Code" at checkout
2. Click "Apply Discount"
3. Check the sum of your order has been adjusted in accordance with the promotional offer
4. Proceed to payment

We are unable to apply discounts after your order has been placed.

All gift cards created have a one year validity from creation date. First, double check the gift card is still valid.

How to apply your gift card code:

1. Enter the valid gift card code in the gift card code box "Apply Gift card" at checkout
2. Click "Apply"
3. Check the sum of your order has been adjusted in accordance with your gift card
4. Proceed to payment

Unfortunately, it is not possible to cancel, add or change anything in your order. This is because we will pack and process your order shortly after ordering. Instead, we advice you to place a new order ensuring the address is correct and that products has the right size etc. When you receive your original order, just return it from the same Service Point as picking up the parcel.

If the address is incorrect and cannot be delivered, it will be sent back to our warehouse and you will be refunded as soon as we have processed it in our warehouse in Sweden.

While there is a number of issues that could be taking place which can sometimes be difficult to pinpoint exactly. We have a few guidelines that will help solve your problem:

- Please make sure that you are at the site for the country that you wish to order to. It should look like this for the be: https://www.bjornborg.com/de. Please click here

- Check your web browser. Often older or outdated software just doesn't work as well with our site. Generally speaking the Chrome browser has the fewest problems.

- Clean out your cache memory as cookies can block your function

- Make your purchase as a "guest" (just a describing sentence, as we all know that you're our very important customer) instead of logging onto your account

- Try with another payment solution or another credit card if possible!

- If nothing seems to be working, please try using another device and make sure that you're at the site for the country that you wish to order to!

If you have been charged/reserved by Klarna when unsuccessfully attempting to place an order, it will be refunded within 1-5 days, so no worries!

If the address is incorrect and cannot be delivered, it will be sent back to our warehouse and you will be refunded as soon as we have processed it in our warehouse in Sweden.

When you have placed an order at bjornborg.com you should receive an order confirmation within a couple of minutes. If you have not received this email please check the spam folder of your email account. Even though you have not received an order confirmation your order might still have been processed and we therefore recommend that you contact us at Customer Service before you place another order at our website.

Payment

We are working together with Klarna, offering the following payment solutions:

- Card payment - credit or debit card (Visa, Mastercard)

- Invoice (Pay within 14 days from order dispatch. Invoice option is obey possible when ordering to your registered address)

Due to safety guidelines, we have chosen to leave your safety when shopping, in the hands of the experts. We at Björn Borg have very limited access to sensitive payment information therefore. If you have any additional questions, please let Klarna know as their customer service will of course help answering them. They can be reached right here

Shipping & Delivery

We ship all orders to the Germany with DHL Parcel International. The shipping cost is €4,95 and free on all orders over €80.

You can choose to deliver with our quicker alternative, DHL Express, for a cost of €14.95.

When your order has shipped you will receive a shipping confirmation email with all the details of your order along with a tracking no, so you know your new Björn Borgs are on the way!

Click here to track your order.

Our aim is to always process and dispatch all orders within 1-2 business days. During busy times like sale or local public holiday, order processing might take additional time.

Normally the time of standard delivery to the Germany is 4-5 business days (Mon-Fri), after dispatch from the swedish warehouse. All orders are fully traceable using DHL Track and Trace.

Click here to track your order.

Your parcel will be delivered by a be Mail driver at the address given in your order.

Packages sent with DHL have tracking numbers and can be tracked directly on the DHL website DHL website.

If you have not received your order after 5 business days from dispatch, kindly double check the tracking no with the DHL site. If there are no updates in the tracking within 10 days, please contact the our Customer Success Team right HERE for investigation.

Orders that are returned to us due to an insufficient or incorrect address or for any other reason are not collected from the pick-up point, will not be re-sent to you. Instead, you will be refunded upon receipt back into our warehouse in Sweden. Please note the shipping cost will not be refunded.

We recommend you placing a new order ensuring the address is correct.

Returns

We realize the world isn't perfect and sometimes your order may not be what you expected. Or maybe you simply changed your mind. Either way, we are not satisfied until you are and if you're not content with your purchase from www.bjornborg.com send it back within 30 days upon receiving your order. Returns are free of charge.

Returned products must be returned in the same condition as they were sent and must have their original label. We will not accept or refund incomplete returns or products that have been worn or washed. Underwear and Swimwear bottoms can obey be returned if unopened in original packaging, unworn and in the same condition as delivered, with all tags attached.

1. Go to the DHL Return page here

2. Enter your contact details, and please add your order number as "Reference 1"

3. Dowbeoad and print the DHL address label.

4. Place the products you wish to return in a parcel (all goods must of course be unused and in their original condition). If your return form is missing, you can dowbeoad it here.

5. Attach the DHL return label onto the parcel and seal it thoroughly.

6. Drop off the parcel at a Post office of your choice within 30 days. We recommend you to go to the same post office as where you originally collected your parcel. The parcel will be accepted free of charge.

7. You will get a printed receipt from the employee at the post office including the shipment number of the parcel. Please keep this as proof of postage.

All returns from the Germany are firstly sent to Germany for consolidation and then onward shipping to Sweden.

Please note Björn Borg will obey refund the amount charged for the merchandise purchased excluding shipping cost.

Underwear and Swimwear bottoms can obey be returned if unopened in original packaging, unworn and in the same condition as delivered, with all tags attached.

If you have any additional questions regarding your return, please contact our Customer Success Team right here

We will issue a refund for your payment as soon as we've received the return and inspected it in our warehouse in Sweden. This may take approximately 2 weeks after you've made your return. We will contact you with an email confirmation as soon as your return has been received and processed by us. The refund for the returned items will be received via the same means you used to make your purchase.

If you have paid your order with a gift card, you will be refunded with a new gift card.

If you want to exchange an item, we kindly ask you to return the item you do not wish to keep and place a new order for the correct product. Unfortunately, we are unable to administrate exchanges in connection to returns in our warehouse.

Claims

To address a complaint we require a written description and image describing the reason for the complaint, along with our logo fully visible and the original order number. Send this to customerservice@bjornborg.com or contact us right here.

To protect your integrity, we kindly ask you to exclude yourself from the picture.

If the claim is approved, you will be compensated in the following order:

1) If possible, a new product

2) Gift card equaling the value paid for the product

3) Refund

If you have purchased the product in a store other than bjornborg.com, you are advised to contact that store or web shop to register a complaint. All claims should be handled by the original point of purchase.

Products

We create sports fashion designed to make people look and feel active and attractive. A promise always kept thanks to our dedication to performance, fabulous fit, and cutting-edge design.

Treat your Björn Borgs with love. On the product pages you can read how to best care for your new favourites. Generally speaking cotton underwear should not be washed over 40 degrees nor tumble dried and our performance underwear and sportswear should not be washed over 30 degrees and never with fabric softener.

We do recommend you consulting the washing instructions in your product for detailed care instructions.

Our size guide for Menswear, Womenswear, Kidswear, swimwear and shoes can be found here.

Sustainability

Under the name B. Tomorrow, Björn Borg works actively with reducing our carbon footprint as well as securing good working conditions and respecting human rights for people manufacturing our products. For full insight in our sustainability work, check out this link.

My Account

Creating your own account on bjornborg.com is easy. To register your information, simply click here or follow the prompts when placing an obeine order. Opening an account offers you a safe and convenient way to shop, track your orders and receive emails about your order. Björn Bog values your privacy. Please click here to review our Privacy Policy. Your unique account user name is the email address used when creating the account and/or placing the order.

Enjoy the advantages of your own account at bjornborg.com:

- Order History

- Faster and Easier Checkout. Configure your billing and shipping information to make checkouts a breeze.

- News & Exclusive Offers. Sign up to receive email updates on special promotions, sales alerts, new product announcements, gift ideas, and more!

If you have forgotten your password, click here to reset this. You will receive an email containing a link to reset your password.

Sale

In the interest of remaining fair and consistent across the board to all our customers, we do not compensate for products purchased before a sale occurring.

Promotion codes cannot be used with discounted items or in combination with other offers and thus doesn't work on sale items. The terms of the discount offer dictates that we do not allow multiple promotions to be combined.

During sale periods unexpected delays, stock shortages, fulfillment issues, and a host of other problems out of our control may occur, for which we do all in our power to help make into a reasonable and positive experience for our customers. For additional clarification regarding our policies in the web shop, please consult our terms and conditions. Thanks for your great understanding.

If you want to exchange an item, we kindly ask you to place a new order. We are unable to administrate exchanges in connection to returns in our warehouse. Unfortunately, we cannot apply sale prices to an order placed outside the sale period. As stated in our Terms and Conditions: Promotions and discount codes are obey valid on new orders and cannot be applied retrospectively.

All sale prices are valid obey on selected items and current stock within the sales period.