Returns and Complaints

When you shop at whop.se, you always have a 30-day open purchase policy from the day you ordered your item. For an item to be returned under the open purchase policy, it must be in original condition with tags and original packaging.

To return an item, fill out the return form included in the package with the return code and quantity. Then place it along with the garment(s) in the packaging. For a return shipping label, contact customer service; we charge SEK 79 for returns and exchanges, and this amount will be deducted from your refund. You can then drop off the package at any PostNord agent. Through Klarna, you can easily notify them of your return via their app or by contacting them, and your invoice will be paused while your return is being processed.

Please note that you, the customer, are responsible for the return until it reaches us. WHOP does not accept returns sent via cash on delivery/collect on delivery.

It takes 1-3 business days for us to process your return. WHOP will adjust your payment within 8 business days. Shipments received without information or sender will be discarded and stored for two months, after which they will be discarded if no contact has been made. For a return shipping label, please contact customer service at kundtjanst@whop.se, and we will help you. There is no right of return for specially designed garments such as embroidery or prints, and no right of return for garments made to order.

Exchange
If you wish to exchange one or more items, please return the items and place a new order for the items you want instead.

Refund
Your refund for a return or complaint will be made via the payment option you chose at the time of purchase, unless otherwise agreed or if there are obstacles to such a refund.

Deduction
You are, of course, allowed to try on the item you ordered (except sealed garments) to ensure everything is to your satisfaction. The seal must remain intact for a return to be possible. If the item has been used or handled more extensively than necessary to ascertain its characteristics or function, WHOP has the right to deduct an amount corresponding to the item's depreciation in value, to the extent that such depreciation is due to you, the customer, having handled the item more extensively than necessary to ascertain its characteristics or function. WHOP will refund the amount as soon as possible, but no later than within 14 days from the day WHOP received your package.

Right of Withdrawal
Your right of withdrawal as a private individual is regulated in accordance with the Distance Contracts Act. As a consumer (private individual), you have a 14-day right of withdrawal from the day you received an item WHOP sent to you. You do not need to state any reason when you cancel your purchase within 14 days. The right of withdrawal expires 14 days after the day on which you or a third party, other than the carrier, received the item, or in the case of partial delivery, when you or a third party, other than the carrier, physically received the last item.

You must return the item to us according to the instructions above without undue delay and in any event no later than 14 days after the day on which you informed us that you would exercise the right of withdrawal. If you wish, you can use the standard form for exercising the right of withdrawal provided by the Swedish Consumer Agency.

The returned item must be in new condition, meaning it must be returned in its original packaging and belong to the supplier's current assortment.

· The product's packaging must be intact and in original condition, all labels and tags must be intact and remain on the garment.

· Only products noted on the return form are considered returned.

· If more than 30 days have passed since the receipt of the delivery, the buyer cannot return the product(s).

· The right of return does not apply to processed products (e.g., prints, embroidery).

WHOP reserves the right to charge the cost price for any missing parts/accessories, instead of denying the exercise of the right of withdrawal, if possible.

The right of withdrawal normally provides a full refund. If the item has been handled to a greater extent than necessary to examine it, WHOP will deduct for the item's depreciation in value. Normally, the deduction is our cost price to replace missing, used, or damaged items or parts of items, but it can also be a deduction for reduced value due to how the item has been used.

An uncollected shipment is not considered an exercise of the right of withdrawal.

When exercising the right of withdrawal, we will refund you the original value for all goods. Shipping costs for the original delivery will not be credited. The refund usually takes place within 1-2 days, but no later than 14 days from the day we were informed of your decision to exercise the right of withdrawal (provided that the return has been received in full). WHOP will refund you using the same payment method you used for the order. The refund will not cost you anything.

Delivery

Delivery Time
Normal delivery time until the package reaches your agent is 1–7 business days. Our own brands ToniLee, Invite, and Exakt are always shipped immediately.

Shipping Costs
We collaborate with Postnord to deliver your purchases safely and efficiently. Shipping costs are added based on the delivery method you choose:

– Postnord Collect (Delivery to your nearest agent): 59 SEK incl. VAT.
– Postnord Home (Direct home delivery): 88 SEK incl. VAT.
– Postnord Parcel (Business package): 69 SEK incl. VAT.

We also offer free shipping on all orders over 499 SEK incl. VAT. Please note, however, that this offer does not apply to home delivery.

Deviations
Deviations and delayed delivery times may occur during periods of high order volume.

Partial Delivery
If the majority of an order can be delivered, we may, in some cases, make a partial delivery. No additional shipping cost will be charged for partial deliveries initiated by us. You can avoid delays in delivery by placing separate orders for in-stock items and then making a new order for items that are not in stock after checkout.

Delivery Notification
When your order is ready to leave our warehouse, you will receive a delivery confirmation via email. When your package is available for pickup at the service point, you will receive an SMS to the phone number you provided during the order.

Delivery Method
For those shopping via WHOP's open shop, deliveries are made with PostNord to the nearest service point. You can easily choose which service point you want your package delivered to at checkout.

Delivery Delay
If a delivery delay occurs, WHOP will notify you via email if WHOP is responsible for the delay. There may be instances that make it impossible for WHOP to complete the delivery, for example, when WHOP's supplier cannot fulfill its commitment to us. In the event of a delay, you have the right to cancel the purchase or wait until the item is back in stock.

Unclaimed Package
Your package will remain at the agent for 14 days, after which it will be returned to us at WHOP. An unclaimed shipment will be charged a fee of currently 150 SEK excl. VAT for businesses and 150 SEK incl. VAT for private individuals to cover WHOP's shipping and administrative costs. A new shipping cost will be added if the shipment needs to be resent.

Damaged Goods
If a shipment is damaged during transport, WHOP recommends that you report this immediately at the pickup point and follow PostNord's claims procedures.

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