All FAQs
What payment options does Skultuna offer?
We accept major credit cards and PayPal for payment options.
Can I change or cancel an order I just placed?
It is not possible to make changes to an order that has already been placed, but if it has not yet been processed by the warehouse, we can help you cancel it. You must contact our customer service as soon as possible via chat, phone or email so they can check the status. If the order has not yet been started, they can help you cancel it, and you can then place a new order with correct information if you wish. If the warehouse has already processed the order, it is no longer possible to cancel it. In cases where the order cannot be cancelled, you are welcome to return your order completely free of charge via our Returns Portal.
I haven't received my order confirmation?
Your order confirmation is sent to the email address you provided at purchase immediately after the order is completed. Check your spam folder if you cannot see it in your inbox. Contact customer service via help@skultuna.com if the order confirmation has not appeared within 15 minutes to verify that the purchase has gone through.
What does Skultuna's return policy look like?
It is possible to return an item within 30 days from the date of purchase. Please note that items with personal engraving cannot be returned. Returns are registered in the Returns Portal and are completely free of charge. Once your return is registered, you will receive a shipping label and detailed instructions on how to proceed. When we have received and processed your return, you will be refunded for the item. Once refunded, you can place a new order for the desired product.Please note that the refund always goes to the same account that was used at purchase.
How long is the delivery time?
Standard shipping to the U.S. typically takes 2-5 business days, while express shipping is 2-3 business days. Engraving adds an additional 1-2 business days to your delivery time.Skultuna dispatches all orders immediately but cannot predict any delays that may occur after the order has left our warehouse. Any such delays do not grant any refunds.
How do I track my package?
You will receive an email with tracking details once your order has been dispatched, allowing you to follow the delivery.If you haven't received the tracking email, please contact our customer support team at help@skultuna.com.
What does shipping cost?
We offer free standard shipping worldwide. Express delivery with DHL is also available at check out for an additional fee of $16.00.
What shipping options does Skultuna offer?
We offer free standard shipping with UPS and DHL on all orders.Express delivery with DHL is available at check out for an additional fee of $16.00.
Do I have to pay VAT, duties, and taxes on my order?
No, you will not have to pay any additional costs. For all orders shipped to the United States, Skultuna covers VAT, duties, and import taxes. The price you see at checkout is the final amount you will be charged, ensuring a smooth and worry-free delivery experience with no unexpected fees upon arrival.
How long is the delivery time for items with personal engraving?
Items with personal engraving typically require an additional 1-2 business days for processing.Please allow 3-7 business days for delivery of engraved items, depending on your chosen shipping method. Note that the delivery date shown by the shipping company at checkout does not take into account, for example, engraving or holidays and may therefore show a shorter delivery time than reality and should therefore only be seen as a preliminary delivery. Delays related to shipping companies do not give the right to compensation or the right to cancel the purchase.
What happens if I don’t collect my package?
If you don’t collect your package within the pickup timeframe, it will automatically be returned to us.Unfortunately, we are unable to re-ship packages that are automatically returned which means you will receive a full refund once the return has been received and processed. If you still wish to receive the item, you will need to place a new order via our website.Please note that processing times for automatically returned packages are longer than for returns registered through our Return Portal.
How do I place an order for delivery to someone else?
Below is a step-by-step guide on how to place an order for someone else: 1. Start by adding products to your cart and proceed to checkout as usual. 2. At checkout, under the heading "Contact", enter the recipient's email address. If it is a gift and you do not want the recipient to see the price of the order, enter your own email address. 3. Still at checkout, but under the heading "Delivery", enter all recipient's information. It is important that the name given is the recipient's, otherwise they will not be able to pick up the package. 4. Choose payment method and complete the purchase. 5. When the order is complete, an order confirmation will be sent to the email address you entered in checkout.
How do I place an order to another country?
Below is a step-by-step guide on how to place an order to another country: 1. Add products to your cart and proceed to checkout as usual. 2. At checkout, under the heading "Delivery", select which country the order should be shipped to. 3. Fill in delivery information for your delivery. 4. Choose payment method and complete the order. Please note that you must pay in the currency that belongs to the selected country. 5. When the order is complete, an order confirmation will be sent to the email address you provided at checkout. Please note: If you order to a country outside the EU (except Norway and Great Britain where customs are already included in the price) you may need to pay customs duties when the package arrives.
Is there an option for extended return rights?
No, our standard return and exchange period is 30 days from the date you receive your order.However, we usually offer an extended return and exchange period during certain holidays, such as Christmas and graduation season.
Can I return or exchange an engraved product?
No, products with personal engraving are not covered by the return or exchange rights.
How long does it take before my return is processed?
From the moment your return is shipped, it may take up to 14 business days for it to be processed, although in most cases, it's usually faster than that.Once the return has been processed and approved by our warehouse, you will receive an email confirmation and the refund will be initiated.After the refund has been initiated, it may take up to 10 business days for the amount to be back in your account.
How do I file a claim for a product?
All claims must be registered in Returns Portal for us to be able to help you and approve your case. Below is a step-by-step guide on how to register your claim: 1. Go to the Returns Portal by clicking Here. 2. Enter the order number for your order and the email address used at the time of purchase. 3. Click the "Claim" button next to the product you want to claim. 4. Attach images of the defect and briefly describe the problem before clicking "Next". 5. Click "Submit" We will get back to you with an update on your case within 1-3 business days. If your claim is approved, we will help you with a replacement or refund depending on what is best for you.
What does Skultuna's warranty look like?
We offer 12 months warranty on all products. The warranty means that we will free of charge fix defects caused by manufacturing or material defects. It does not apply to wear and tear and requires that the product has been used with normal care. As a warranty certificate, your payment or order confirmation applies. Therefore, save the email you receive after purchase, or print and keep it in a safe place. It is important to remember that Skultuna's products are largely handmade. Small variations between products can be expected and are not grounds for complaint.
How long does it take for my claim to be processed?
Your claim case is handled within 1-3 business days from when the case has been registered. When the assessment is complete, you will receive an email with information about whether the case has been approved or rejected, as well as details about the next steps in the process.
What should I do if my package is damaged during shipping?
If your package is damaged upon delivery, you must immediately report this to the carrier you received delivery from. Be careful to photograph damage to the outer packaging and any damage to your ordered product. Then you register a claim in our Returns Portal where you describe the case and attach images of the damage. When the case is handled and approved, we will send a replacement to you.
Is it possible to add special characters or more characters than specified when ordering engraving?
No, unfortunately it's not possible to add special characters or exceed the predefined character limit when ordering engraving.
How do I attach the flag to the Classic Flag Pole?
To attach the flag, start by threading the string through the top hole of the flag pole, followed by the hole directly below. Then hoist the flag all the way up and secure the string by tightening it at the bottom of the pole.
How do I hang the Reflex Sconce?
We recommend that the Reflex Lamp is mounted with the bracket that best suits the wall where it is to be hung, for example a nail or screw. Let part of the nail or screw stick out from the wall and hang the lamp using the bracket on the back.
How do I open my Leather Bracelet?
Most of Skultuna's leather bracelets have a so-called double-lock mechanism, which ensures that the bracelet sits properly during use. To open the lock, the metal ends should be pulled apart. Initially, the lock may be tight and may require some force to open. In some cases, it may help to gently twist the parts while pulling them apart. Make sure you hold the metal parts, not the leather, when pulling to avoid stressing the attachment between the leather and the metal.
How do I open my Omega Bangle?
In the lock itself there is a small pin that acts as a safety mechanism. To release the bracelet, press in the protruding pin and gently turn it to the left, after which it should be easy to pull the lock out of its fastening. When you fasten the bracelet again, make sure the small pin is aligned with the bottom. Press in the pin and turn until you hear a distinct click. The click sound confirms that the lock has been fastened correctly and securely.
Do Skultuna's jewelry contain nickel?
Skultuna's jewelry contains a small amount of nickel, but the content is so low that they are classified as nickel-free according to European standards.
How do I care for my Brass product?
Brass is a living material that changes over time. It naturally tarnishes and darkens, and may develop marks from moisture or fingerprints. Regular polishing is recommended if you wish to maintain its shiny surface.We recommend a gentle polish paste with a mild abrasive.Apply the paste with a dry, soft cloth. For stubborn stains, let the paste sit for a few moments before polishing. For best results, use a small amount and repeat the process rather than applying too much at once.We do not recommend water-soluble or water-based polish, as it can leave stains if the surface is not dried thoroughly.
How do I care for my Silver-plated product?
Silver naturally oxidizes over time when exposed to air, gradually turning yellow and then black. To maintain its bright shine, we recommend polishing the surface regularly with a specific silver cleaning product, for example a silver polishing cloth.For more stubborn stains, we suggest gently polishing with a polish paste.However, avoid doing this too frequently, as the item is plated and excessive polishing may wear down the surface.
How do I care for my Gold-plated product?
For Gold Plated jewelry, we recommend cleaning with water and mild soap. Dry thoroughly with a soft cloth.Avoid having your item come into contact with water, perfume and similar substances to prolong its lifespan.Avoid using brass polishing paste on gold plated items, as it can remove the plating and reveal the base material underneath.
How do I care for my Silver-plated product?
For silver-plated items, we recommend cleaning with a Silver polishing cloth. Avoid your product coming into contact with water, perfume and similar substances to extend its lifespan. Polish should not be used on plated items as it will remove the plating and the material underneath will shine through. See our general care instructions hereImportant! Silver jewelry can leave dark stains on wool clothing because silver reacts chemically with sulfur compounds. Wool naturally contains sulfur from the protein keratin. When silver comes into contact with wool, silver sulfide can form, which is dark or black. This reaction is enhanced by heat, moisture and friction, for example when the jewelry is worn close to the body. So it's not dirt, but a chemical reaction between silver and wool.
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