Customer service

Here we can help you with everything from finding the right goods, to track your shipping or to help you with returns. Our ambition is to always give you as the customer, the best guidance in choosing the right product for your hair.

SHOP AND PAY

Once you place your order, a confirmation will be sent to the e-mail address you specified when placing the order. Your order is usually processed within 24 hours during weekdays. You will then receive a new email when your order has been shipped.

 

Price policy 

Prices quoted include VAT for Europe shipping. Should errors in price, delivery-time or other circumstances occur does Martinsson King reserve the right to change this afterwards. On these occasions we will contact you and inform you about this. You then have a full right to either change or cancel your order. 

 

Card payment

We accept VISA, Mastercard and American Express. We offer 3D Secure / SecureCode which is a safer solution for you who pay by card. Note, however, that it is not possible to pay with Electron or Maestro cards as Swedish redeemers do not support online trading with these cards. 3D Secure is a technology developed by VISA to verify you as a consumer when you pay with your card on the Internet. This standard is also used by Mastercard. As a customer you get the opportunity to verify that you are the real card holder, which means less risk of the card being used for fraudulent purposes. 

 

Our card payments are handled by Stripe payment services who are licensed for 3-D Secure (Verified by Visa and MasterCard SecureCode) and certified according to PCI DSS. Stripe payment services comply with the banks' requirements for confidentiality and security certifications.  


Klarna payment options 

Together with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer the following payment options where payment is made directly to Klarna: 

 

Pay within 14 daysPayment due date is 14 days from the shipment of the goods. The terms for paying within 14 days can be found here.

Account: Klarna Konto is an credit account provided by Klarna which allows the customer to pay off their purchases monthly with at least 1/24 (minimum SEK 50) of the total amount of credit used or in accordance with the terms and conditions approved by the cashier. For more information on Klarna Account, including general terms and conditions and Standardized European Consumer Credit Information, please visit here


You can find more information about Klarna here and read their terms of service here. In order to be able to offer a set of different payment options, we need to share your personal, contact and order information with the supplier of the respective payment service. We recommend that you read our privacy policy


The use of this information is regulated in accordance with the applicable data protection law and Klarna's privacy policy.


Swish payments
If you are connected to Swish, you can make payments that are deducted directly from your bank account. Open the Swish app on your mobile device and approve payment via your mobile bank ID to complete your purchase. 


Refunds

In cases where a refund is requested, this is done primarily by re-depositing the amount into a credit card or to a bank account specified by you. The repayment is made within a few days from the end of the case that caused the refund. 

 

Other 

Upon detection of any false orders or other fraud attempts, the case will be reported to the police. Martinsson King reserves the right to refuse any order.

SHIPPING INFORMATION

DHL within Sweden
Your package will normally be shipped within 24 hours. Normal delivery time is 1-3 working days. Your order can be picked up at the nearest delivery location. If you wish to be notified via SMS when your parcel has arrived at your delivery point, enter your mobile number at the last stage of checkout. As soon as your package is ready to be retrieved, you will receive an SMS notifying you where your package is located. You will also receive a code needed to retrieve the package. The package is normally stored for 14 days at the service point. After this, the package is returned to our storage. 
 
International shipments within Europe
We offer delivery with DHL and UPS. Your package is normally packaged within 24 hours. Normal delivery time is 1-5 working days. The package is sent directly to you. 
 
International shipments outside Europe
We offer delivery with DHL and UPS. Your package is normally packed within 24 hours. Normal delivery time is 1-10 working days. The package is sent directly to you. 
 
Shipping cost
We offer free delivery in Europe. For shipping outside Europe a freight cost will occur. If the order value is more than 55 EUR / 550 SEK, we offer free deliveries to the whole world.

No refunds are issued for packages that are returned after not being retrieved or because of a faulty address. If you want the package to be sent out to you again, you will be charged the cost for packing and shipping. 
 
For orders outside the EU (with the exception of Norway), import duties and customs duties apply for each country in terms of conditions. In the case of free products or gift, customs and VAT fees may be taxed on the products (actual or estimated) value.
RETURNS
Always check that your shipment is undamaged upon delivery. In case of damage, incorrect products or missing goods, contact us through our contact form. 

Always contact our customer service before sending back any package. 
  
Damaged, unused products can be returned within 30 days for a replacement or a full refund. Martinsson King will reimburse any pre-approved shipping cost for the return of the damaged products. 

If you decide you do not want any item in your order, you can return it to us within 30 days, provided that it is un-opened and in the same condition in which it arrived. We will issue you a full refund for the item or offer an exchange. (Please note that you will be responsible for the cost of returning the unwanted item.) For returns of purchases over 10 items, Martinsson King charges an additional handling fee of 300 SEK. 

In addition to our return policy, we also offer a 30-day satisfaction guarantee for full-price products. This means that you within 30 days from purchase can return any product for a full refund or for another product. For this return to be valid, at least half the content of the product must remain. (Please note that you will be responsible for the cost of returning the unwanted item.) 

Contact us

For all questions, please contact through our form below.