Customer Service
Contact Us
We can be reached by phone at 1-800-351-9842 Monday - Friday from 8:30am to 4:30pm EST or by email at websupport@orrefors.us
Return Policy
Our goal is to ensure complete satisfaction with our products. And, while we take great care in packaging your order for a successful delivery, accidents do happen. In all instances where a product is imperfect or damaged, please contact our Customer Service Department for complete instructions on how to return the merchandise and receive a replacement. Please have your order number ready and call us at 1-800-351-9842 or email us at websupport@orrefors.us.
We will accept returns for a full refund, less shipping costs, within 30 days from the date of purchase. The date of purchase is the date your order was shipped out. The items to be returned or exchanged must be unused, in their original condition, in their original box and properly labeled. Sales of dated and engraved items are final.
We are not responsible for shipping charges incurred to send the product back for return or exchange. We reserve the right to charge a 15% restocking fee on returns on orders over $1,000. There are no exceptions to this policy.
All credits for returned merchandise will be issued back on the same credit card on which the order was initially charged.
Breakage in Shipment
We accept the responsibility for breakage during shipment to our customers. However, it is important that you notify us immediately upon opening the package if there are any broken pieces. Also, please keep all packaging materials from the shipment. Once you notify us of the breakage, we will replace the broken items at no cost.
If you have any broken pieces in your shipment, please e-mail a picture of the damaged item(s) to websupport@orrefors.us and note your name, order number and items broken. We will contact you with replacement instructions the next business day.
Returning a Product You Received as a Gift
In the event you receive a gift and do not want the product after it arrives, you have 30 days from the date of purchase to return the product - at your expense - to us in the original packaging. Within 14 days of receiving the product in original condition, we will replace the item with an item of equal value to the original amount charged for the product. Any shipping costs related to the original order and/or the return of the order will not be refunded. Please email us at websupport@orrefors.us and note your name, order number and name of gift giver.
IMPORTANT: For your protection, we recommend that when shipping products back to Orrefors Kosta Boda, you use a delivery service that provides a tracking number (i.e. UPS, DHL, Fedex). Except in instances where the item delivered was in error or was faulty or damaged, the customer is responsible for the expense of returning the goods to Orrefors Kosta Boda. This does not affect your statutory rights. Additionally, Orrefors Kosta Boda cannot provide credit or replacement for packages lost during return shipment if proof of delivery is unavailable.
Order Cancellations
If for any reason you need to cancel an order after submitting it, please call our Customer Service Department. Keep in mind, if your order has already been processed (i.e. packed and shipped), it may be too late to cancel or change the shipment. However, you can return the order once it is received. In the event you refuse an order after it has been shipped, you will be responsible for any shipping charges related to that order. Engraved or personalized gifts are non-cancelable and non-returnable.
Gift Message
We will gladly print and attach a Gift Message with your personalized sentiment to any order. You can include the Gift Card message on our order form under the area "Gift Card Message". You can enter up to 250 characters to comprise your message.
Accuracy
We pride ourselves on accuracy and you can rest assured that your order is in good hands.
Gift Certificates (eCertificates)
eCertificates issued as part of a promotion will have a specified expiration date. eCertificates purchased from www.orrefors.us or www.kostaboda.us expire one year from date of issue. eCertificates may be redeemed for products on www.orrefors.us and www.kostaboda.us and may not be redeemed for cash.
Promotions
Promotional offers are not valid on previous or pending purchases and cannot be combined with other offers. All sale merchandise available while supplies last. Orrefors Kosta Boda reserves the right to cancel any order due to unauthorized, altered or ineligible use of discount and to modify or cancel any promotion due to system error or unforeseen problems.