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Customer Service

Customer Service

shop@grandpastore.com

+46 (0)8 644 7446 (9am-4pm)

Do you have questions regarding deliveries, materials, sizes or something completely different  – don't hesitate to call or email us. Our goal is to get back to you as soon as possible (within 24hrs).

Our customer service is staffed between 9-16 CET on weekdays. If you reach out to us during the weekend or public holidays, we'll get back to you as soon as we can the following business day.

Return or Exchange

You are entitled to exchange or refund items within 14 days of receiving your package, this includes sale and reduced items as well. Please note that the product must be returned unused, in its original packaging and including all tags. Fill in the return form you received with your order. If you live in Norway, Switzerland or the US it's important that you pay for both shipping and toll declaration, otherwise we can't receive your shipment.


Send your return goods including the return form, your receipt or order confirmation to address:


GRANDPA

Gotlandsgatan 46

S-116 65 Stockholm

Sweden


You will get a confirmation by email from us when we receive your return. In case of refund neither the original shipping cost nor the return shipping cost will be repaid. At the occasion of an exchange we will send you the new product free of charge. We will of course refund the shipping cost for your return if it’s due to mistakes made by us.


If you didn't get a return form with your order, you can download and print it here. If you do not fill out the return form, you will receive an administration fee of 3€.


Download returns form





Terms & Conditions

Order and delivery confirmation

You will receive a confirmation email from us when you order is processed. This will include a tracking number so you can track the progress of your order. Make sure someone is home to sign for the package otherwise they will not leave the package. This is done for security reasons. We want to be sure your order reaches you. During sale and around the holidays a delay in dispatching your order may occur and the delivery time may be extended.


Sale and Holidays

The prices during our sales are valid until we run out of stock. We reserve our right to cancel or adjust any order with price errors. During sales and before Christmas, there are many orders being placed at the same time, meaning double orders can occur. This is something we try our hardest to avoid, but if this happens we will contact you as soon as we can via email or the phone number you've provided with your order





Delivery

You will receive a confirmation email from us when you order is processed. This will include a tracking number so you can track your order on fedex.com, dhl.se or at UPS. Make sure someone is home to sign the delivery otherwise they will not leave the package. This is done for security reasons. We want to be sure your order reaches you and only you. If you haven't received your order after 8 days please send us an email, with your order number, at shop@grandpastore.com and we'll do our best to locate the problem. During sale a delay in dispatching your order may occur and the delivery time may be extended. Orders that have not been picked up at your delivery station within 14 days will be returned to us, and we will make a refund of the products. However, Grandpa does not refund the shipping costs.


Sweden

Delivery with DHL - 1-3 working days.

Shipping Fee: 65 sek

Free shipping on orders over 1500 sek

Pickup in store - Södermannagatan 21, Stockholm

The minute your delivery confirmation email can be found in your inbox your order will be ready for pickup. Make sure to bring your ID and receipt and we’ll be happy to help.

*Agents must be able to display both their own and your credentials.


Pickup in store - Our other stores in Stockholm, Gothenburg and Malmö

Collect-in-store orders is delivered from our warehouse to our stores every Wednesday. Place your order by Tuesday at 11.00 for delivery the same week. The minute your delivery confirmation email can be found in your inbox your order will be ready for pickup. Make sure to bring your ID and receipt and we’ll be happy to help.

*Agents must be able to display both their own and your credentials.


US

Delivery with FedEx International Priority - 1-3 working days.

Shipping Fee: $20 (excl. VAT)

Please note that your purchase not include VAT – this will be added in the country of destination, as well as import fees that may be added in the country of destination.


Europa Region 1

Countries: Finland

Delivery with DHL - 2-6 working days.

Shipping Fee: €20



Europa Region 2

Countries: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, United Kingdom

Delivery with UPS - 2-6 working days.

Shipping Fee: €20

 

Europa Region 3

Norway and Switzerland

Delivery with UPS - 2-6 working days.

Shipping Fee: €30 (excl. VAT)


Please note that your purchase does not include VAT – this will be added in the country of destination as well as import fees that may be added in the country of destination.



Delayed delivery

We ask you to contact our customer service (shop@grandpastore.com) if your package has not arrived within 8 working days (Europe / USA) so we can locate the problem.





Payments

Grandpa accepts the following forms of payment:

  • Mastercard
  • Visa
  • American Express
  • PayPal
  • Eurocard
  • Diners
  • Klarna Checkout

 

To make sure your online shopping experience is safe, all transactions are made in collaboration with DIBS, Scandinavia's largest company for online payment solutions. We also use 3D Secure, which is a global standard for safety developed by Visa and Mastercard. (If your bank is not familiar with 3D Secure, they might decline your online purchase. In that case, please contact your bank to change your card settings, or choose the PayPal payment option.)

 

To secure and protect the data you send us we use SSL, Secure Socket Layer technology.

 

For further information about Paypal or to create a Paypal account please visit www.paypal.com.

 



Privacy Policy


Background to updated privacy policy

The GDPR (Data Protection Ordinance) is a new EU regulation that will become valid throughout the EU on 25 May 2018. GDPR replaces the Swedish Personal Data Act (PUL). A lot is the same, but it means that the requirements for how companies and organizations can process your personal data is sharpened.


Responsible part for collecting personal data

Grandpa AB, org. nr. 556643-9328
Gotlandsgatan 46
11665 Stockholm
gdpr@grandpastore.com


What is personal data?

Personal data is all the information that can be linked directly or indirectly to a living person. This means that the following is considered personal information: name, address, phone number, e-mail address, IP address, photographs etc.


What personal data does Grandpa process?

Grandpa stores the personal data that you as a customer leave to Grandpa in connection with an order. This includes name, address, e-mail address, mobile number, credit card details, other means of payment and also personal identification number for credit check on invoice payments. This information is stored in order for us to manage your order, deliver your goods to the desired address, manage payment and any returns, swaps and complaints. If you have accepted to receive Grandpa's newsletter, Grandpa will save your email address. If you have been to any of our stores and entered your email address to receive the receipt digitally, your email address will be stored.

Personal data may be submitted for processing on behalf of Grandpa through a personal data assistant. In such cases, a written agreement will be created to regulate the personal data processing assistant's handling of personal data and the personal data assistant will not be entitled to use the personal data for purposes other than performing the tasks assigned by Grandpa.


Legal basis for processing personal data

Grandpa is processing personal data on the legal basis that it is necessary to comply with the parties' agreement. Grandpa is also entitled to process the customer's address and other contact information for marketing purposes based on a balance of interest, where Grandpa, as long as you do not oppose it, considers that its interest in marketing its products and services exceeds your integrity.


Storage time

If you subscribe to Grandpas newsletter your e-mail adress will be saved for a year after you have cancelled the subscription, provided no purchased have been made.
Grandpa saves your information as long as required by law, or to fulfill Grandpas commitments to you in the individual case. Your data will never be stored longer than permitted by applicable personal data law.
To the extent that Grandpa by law or government regulations are obliged to save information for a longer period of time than stated above, the information will be saved accordingly. An example of this is the accounting.


Legal basis for processing personal data

Grandpa is processing personal data due to the legal basis that it is necessary to meet the parties agreements. Grandpa is also entitled to process your address and other contactinformation for marketing purposes based on interest, where Grandpa, as long as you do not oppose that processing, considers that its interest to market their products and services contemplates your privacy interests.


Your rights as a customer

Right to information: When you wish, you may request information about the personal information we have saved about you.

Right to correction:
If your information is incorrect, incomplete or irrelevant, you may want to have them corrected or deleted.

Right to deletion:
You may request us to delete your personal information. We can not delete your data if there is a statutory requirement for storage, such as accounting rules or other legitimate reasons why the data must be saved, such as unpaid debts. However, as a customer, you should know that a request for data removal or limitation of processing of personal data may limit or completely omit your ability to use Grandpas services.

Data Portability:
You may ask us to transfer your personal data from our IT environment to another, either to another company or to you. This does not apply to information that the law requires us to keep.

Returning consent:
You can revoke your consent to let us use the data for marketing purposes at any time.

Complaint:
You may file a complaint with the Data Inspection if you believe that we treat your personal data in violation of the Data Protection Ordinance.


What does the data inspection do and when do you contact them?

The Data Inspection is responsible for monitoring the enforcement of the legislation. Anyone who considers that a company / organization / authority handles personal information incorrectly may file a complaint to the Data Inspection regardless of relationship. Contact information for the Data Inspection can be found at www.datainspektionen.se.



Gift Card


Give away a Gift Card as a present! Choose from selected values 15-500 EUR/USD. The gift card is valid for 2 years from the time of purchase and are valid online and in our stores in Stockholm, Gothenburg and Malmö. You can of course buy several gift cards if you wish.

 

When you buy a gift card, you'll get it delivered as a personal code, which appears on "Your page". You can give away this code to anyone by sending a personal message or print a gift certificate. Your friend can fill in the gift card code in the checkout online or use it as payment in our stores.

▶ Buy a Gift Card