Shipping Policy – ARK of Sweden

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

PRICES

All prices on our website include VAT.

RESPONSIBILITY

We always aim for fast, reliable delivery. However, delays caused by factors beyond our control — such as natural events, customs checks, government actions, or high-season congestion — are not our responsibility.

ORDERING

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

CUSTOMS FEES

International orders will be shipped with International Tracked or Signed Delivery.
Customers ordering from outside the EU are responsible for paying any import duties, taxes and fees levied.  The recipient is responsible for all customs formalities for the import of the Products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU. 

Unfortunately we have no control over these charges and cannot predict what they may be, so we are unable to offer any assistance on these processes. 

ORDER HANDLING

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.
We offer two shipping options:
- Standard Shipping – price calculated at checkout
- DHL Express – price calculated at checkout

STANDARD SHIPPING

Our standard option includes tracking until your parcel reaches your country. After that, it’s handled by your local postal service — please check their website for the latest updates. If there’s no movement for several days, contact us and we’ll assist with the investigation.

DELIVERY RESPONSIBILITIES

Please ensure your address details are correct:
- Full name
- Complete street and house number
- Postcode, region/state, and local phone number

Standard delivery is not available to commercial addresses (e.g., workplaces, hotels). Only DHL Express can deliver to those locations.
If your local carrier needs extra information to complete delivery, it’s the customer’s responsibility to provide it promptly.

DELAYS & BUSY SEASONS

During major holidays or high-demand periods (e.g., Christmas, Black Friday), shipping times may be longer than usual. We appreciate your patience.

DAMAGED OR MISSING PACKAGES

For standard delivery:

- Please report about the missing / damaged items within 7 days after receiving.
- Contact your local post office immediately if your parcel arrives damaged or empty.
- Investigations must be initiated through the postal service.
- Refunds or replacements are possible only if the post office confirms the issue was caused during shipment.
Always inspect your parcel upon delivery and notify both us and your post office right away if something seems wrong.

UNCLAIMED PACKAGES & RETURNS

Please track and collect your parcel once it reaches your country.
If it’s not collected and returns to Sweden:
- You may request redelivery (shipping paid by customer), or
- Request a refund minus the shipping cost and handling.
Contact us within 14 days after the parcel is returned to arrange reshipment or refund.

ESTIMATED DELIVERY TIMES

 All delivery times shown at checkout are estimated and may vary depending on your location and customs procedures. We cannot take responsibility for delays caused by local customs authorities or circumstances beyond our control. If you need your order urgently, please contact us before placing your order for personalized delivery advice — we’ll be happy to assist and respond within 24 hours.

IMPORTANT NOTES

- Orders not delivered due to incorrect or incomplete addresses cannot be refunded.
- If a parcel is returned to us because of an incorrect address, new shipping costs apply.
- If a parcel is marked “Delivered” but not received, refunds are issued only after local postal confirmation of misdelivery.
- Delivery times for Standard Shipping are not guaranteed.
- Minor delays may occur due to current European geopolitical conditions.
- All orders are shipped from Sweden.

PAYMENT METHODS

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

COMPLAINTS

If your package is lost, damaged, or opened, please contact us immediately and file a report with your local post office. When submitting a complaint, include:

- A short description of the issue
- Photos of the package, shipping label, and any damage

We review all cases within 24 hours, but postal investigations can take up to 30 days.
Complaints must be made within 7 business days of delivery.

REFUNDS

- Products must be unopened and sealed to qualify for a refund.
- Shipping fees (including DHL Express) are non-refundable once shipped.
- Bulk orders (10+ items) are non-returnable.
- Incorrect address or non-collection = refund minus all shipping costs.

- If you choose to decline delivery because of import duties or taxes charged by your local customs office, your order will be refunded once it returns to Sweden. Please note that all shipping and handling expenses related to the return will be deducted from the refund amount.

CUSTOMER DATA & TRACKING

To comply with privacy regulations, tracking data is automatically deleted by carriers after six months. After that time, we cannot access past delivery records or open investigations.

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