Common questions
Orders
To which countries do you sell? +
To see which countries we ship to, click the country selector at the bottom left of the footer.
Can I change products after ordering? +
No, you can’t. You must return the products ordered in error according to our return conditions, and place a new order for the correct products. Our return conditions are here.
Can I change the delivery address after the order has been placed? +
Yes, if we have not already dispatched your order. Email hello@essem.se to see whether it is possible.
Can you cancel an order? +
Yes, if we have not already dispatched your order and it is not a special product which we have started to manufacture. Email hello@essem.se to see whether it is possible.
Can I add products to an existing order? +
No, you must place a new order.
Can I ask for a later delivery? +
Yes, if we have not already dispatched your order. Email us at hello@essem.se to see whether it is possible.
How can I contact you? +
You can email us at hello@essem.se. We aim to reply to you within one working day.
Payment methods
How do I pay? +
We use Kustom as our checkout provider. Available payment methods are displayed at checkout (e.g. card, invoice, or local options).
Can I change the payment method after ordering? +
Payments are processed by the selected payment provider, and their terms and conditions apply.
Delivery
How can I track my shipment? +
After we have dispatched your order you will receive an email from us with a link to the tracking page.
What is the delivery time? +
See under the particular product.
What do I do if my goods are damaged in transit? +
If you notice that the packaging is broken, ask the postman or forwarder to write this on your receipt. Then take photos of the damage, both to the outer packaging and to the damaged product. Then contact us using our return and claim form and attach the signed receipt and the pictures. It is important to do this within 2 days. We will replace the damaged product and send a new one. For more information, refer to our purchasing and delivery terms.
How much does the shipping cost? +
We charge EUR 19 incl. VAT per shipment. Free for orders above EUR 300 incl. VAT.
Returns
How do I return a product? +
Read our terms and conditions, then enter your return under ‘Returns and claims’ and follow the instructions. Our terms and conditions and a link to the return form are here.
How long do I have if I want to cancel? +
You have 14 days from receipt to cancel your purchase. See ‘Returns and claims’ for how to go about returning the product. You can find our terms and conditions and the form here.
Claims
How do I make a warranty claim? +
Read our terms and conditions, then enter your claim under ‘Returns and claims’ and follow the instructions. Our terms and conditions and a link to the claim form are here.
What sort of warranty do you offer? +
We have a 10-year warranty period for all products, subject to normal use. For more information, refer to our purchasing and delivery terms.
Product
Is the product delivered ready-assembled? +
See under the particular product.
Are there any maintenance instructions? +
Available for download under each product.
Where can I find assembly instructions? +
Included with the product. If not, they can be downloaded under the relevant product.
Are mounting screws included? +
See under the particular product.
Can I buy spare parts? +
Yes, you can. See under product category spare parts.
What is the maximum load on the products? +
A lot depends on how you fit the products to the wall. If you are unsure about attaching to different walls, talk to a specialist.
Can I use the products outdoors? +
They are designed for indoor use.
At what height should I mount my shelf? +
We recommend mounting your hat shelf at 170–180 cm and your shoe shelf at 20–30 cm. Hooks and hook strips are recommended at a height of 120–140 cm. But ultimately, it's a matter of personal preference.