Shipping Policy – ARK of Sweden

Welcome to Lumi E-commerce AB, proudly registered in Gothenburg, Sweden.

1. Prices

1.1 — All prices on our website include VAT.

2. Delivery Responsibility

2.1 — We always aim for fast, reliable delivery. However, delivery can be delayed by factors beyond our control, such as natural events, customs checks, government actions or high-season congestion.

2.2 — We cannot guarantee that these delays will not occur. This does not exclude any responsibility or remedy required by applicable consumer law.

3. Order Confirmation

3.1 — After placing your order, you’ll receive a confirmation email showing your selected items, prices, billing and shipping details.

4. Customs Fees

4.1 — International orders will be shipped with International Tracked or Signed Delivery.

4.2 — Customers ordering from outside the EU are responsible for paying any applicable import duties, taxes and fees. The recipient is responsible for customs formalities for importing the products and any additional charges levied, including customs-entry charges and other import costs.

4.3 — We have no control over these charges and cannot predict their amount or complete the recipient’s customs formalities. Please contact your local customs authority for advice about those charges and procedures.

5. Order Handling & Shipping Options

5.1 — Orders are prepared within 24–48 hours, Monday–Friday. Orders placed late Friday are shipped on Monday. Swedish couriers do not operate on public holidays.

5.2 — We offer two shipping options:

• Standard Shipping — price calculated at checkout.
• DHL Express — price calculated at checkout.

6. Standard Shipping & Tracking

6.1 — Our standard option includes tracking until your parcel reaches your country. After that, it is handled by your local postal service — please check their website for the latest updates.

6.2 — If there is no movement for several days, contact us and we will assist with the investigation.

7. Your Delivery Details

7.1 — Please ensure your address details are correct and include:

• Full name.
• Complete street address and house number.
• Postcode, region/state and local phone number.

7.2 — Standard delivery is not available to commercial addresses, such as workplaces or hotels. Only DHL Express can deliver to those locations.

7.3 — If your local carrier needs extra information to complete delivery, it is your responsibility to provide it promptly.

8. Delays & Busy Seasons

8.1 — During major holidays or high-demand periods, such as Christmas and Black Friday, shipping times may be longer than usual. We appreciate your patience.

8.2 — Minor delays may also occur due to current European geopolitical conditions.

9. Damaged or Missing Packages

9.1 — Always inspect your parcel upon delivery. If something seems wrong, notify us promptly. For standard delivery, please also contact your local post office immediately if the parcel arrives damaged or empty.

9.2 — Please report missing or damaged contents as soon as possible, preferably within 7 business days of delivery, so we can investigate while the evidence is available. This reporting request does not shorten any mandatory consumer rights.

9.3 — For standard delivery, a postal investigation is part of checking what happened. Please ask your local postal service to record the problem and share any report or reference with us. We will assist with the investigation and review the postal findings alongside other available evidence.

9.4 — Any refund or replacement will depend on the investigation, the applicable Return & Refund Policy and your mandatory rights. Postal confirmation is useful evidence, but its absence does not by itself remove a remedy required by law.

10. Unclaimed Packages & Returns to Sender

10.1 — Please track and collect your parcel once it reaches your country.

10.2 — If your parcel is not collected and returns to Sweden, contact us to arrange either:

• Redelivery, with new shipping paid by you unless applicable law requires otherwise; or
• An eligible refund, assessed under our Return & Refund Policy. Applicable shipping and handling costs may be deducted only where that policy and the law permit.

10.3 — Please contact us within 14 days after the parcel is returned to arrange reshipment or discuss a refund. This contact period concerns unclaimed parcels returned to sender; it is not the voluntary return window for goods you received and does not remove mandatory rights.

10.4 — If you refuse delivery because of import duties or taxes, any eligible refund is assessed once the parcel returns to Sweden, subject to any earlier refund obligation required by law. Permitted shipping and handling deductions are assessed under our Return & Refund Policy; they are not automatic in every case.

10.5 — If you want to withdraw from the purchase or request a return, please tell us through our cancellation and return portal or by emailing order@arkofsweden.com. Simply not collecting or refusing a parcel does not, on its own, tell us clearly what you want us to do.

11. Estimated Delivery Times

11.1 — Delivery times shown at checkout are estimates and may vary depending on your location and customs procedures. Standard Shipping delivery times are not guaranteed.

11.2 — Local customs and circumstances beyond our control can cause delays, as explained in Section 2. Any mandatory delivery-related rights remain unaffected.

11.3 — If you need your order urgently, please contact us before placing it for personalised delivery advice. We will be happy to assist and respond within 24 hours.

12. Incorrect Addresses & Delivery Issues

12.1 — If a parcel is marked as delivered to an incorrect address supplied with the order, a voluntary refund is not normally available. If delivery failed or is disputed, contact us so we can check the address, tracking and available evidence.

12.2 — If a parcel is returned to us because of an incorrect or incomplete address, new shipping costs apply for redelivery unless mandatory law requires otherwise. If you request a refund instead, eligibility and any permitted costs are assessed under our Return & Refund Policy, rather than applying a blanket refusal.

12.3 — If a parcel is marked as delivered but you have not received it, contact your local postal service and notify us promptly. We will review tracking, any postal confirmation of misdelivery and other available evidence. Missing postal confirmation does not by itself remove mandatory rights.

12.4 — All orders are shipped from Sweden.

13. Payment Methods

13.1 — We accept PayPal, Klarna, Google Pay, Apple Pay and major credit/debit cards.

14. Complaints & Investigations

14.1 — If your package is lost, damaged or opened, please contact us immediately and file a report with your local post office. Include the following where available:

• A short description of the issue.
• Photos of the package, shipping label and any damage.
• Any postal report or investigation reference.

14.2 — We review all cases within 24 hours, but postal investigations can take up to 30 days. This investigation estimate does not extend any mandatory deadline for a remedy.

14.3 — For problems discovered on delivery, please follow the reporting guidance in Section 9.2. If the parcel has not arrived at all, contact us when you become aware of the delivery problem; a reporting period measured from delivery has not started.

15. Cancellations, Returns & Refunds

15.1 — Our Return & Refund Policy sets out eligibility, product conditions, return deadlines, tracking requirements, refund timing and any permitted deductions. Please follow that policy rather than treating this Shipping Policy as a separate return scheme. The terms applicable to your purchase and any mandatory rights remain protected.

15.2 — You can request cancellation of eligible unshipped items or a return through our cancellation and return portal. Sign in using the email address connected to your order and the emailed verification code, open the relevant order and select the available option. You may also send a clear request to order@arkofsweden.com. Submitting a request does not itself stop shipment or issue a refund.

15.3 — Eligible opened or used products may be returned under the voluntary policy, subject to its product conditions. If you bought multiple units of the same product and flavour, only one may be opened; additional units must remain unopened and in their original condition. ARK Bars are excluded from voluntary change-of-mind returns, whether opened or unopened. Applicable mandatory rights, including those concerning faulty or incorrectly supplied goods, remain unaffected.

15.4 — Under the voluntary return policy, original shipping costs are not refunded. For a valid statutory withdrawal, any standard outbound delivery cost required by law is refunded; additional express or premium delivery charges are not refunded unless required by law. Return postage and any customs or logistics deductions follow the Return & Refund Policy, not a blanket deduction from every refund.

15.5 — Orders with more than 10 items, or orders intended for resale, are excluded from the voluntary return policy. This does not remove mandatory consumer rights.

15.6 — For unclaimed parcels, incorrect addresses or refusals linked to customs charges, see Sections 10 and 12 together with the Return & Refund Policy. The same cost must not be deducted twice.

16. Customer Data & Tracking Records

16.1 — Carrier tracking records and investigation options are available for limited periods, which depend on the carrier. Please save your tracking details, posting receipts and relevant correspondence, and report delivery problems promptly. Older records may no longer be available, which can make an investigation more difficult. This does not shorten mandatory consumer rights.

17. Contact Us

17.1 — For delivery problems, cancellations, withdrawals or returns, email order@arkofsweden.com.

17.2 — For general questions, contact us anytime at info@arkofsweden.com.