Customer Service

shop@grandpastore.com

+46 (0)10-516 44 80

If you have any questions regarding deliveries, materials, sizes or anything  – 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.

Terms and Conditions

Return or Exchange

We have a 14 days returns policy starting from the day of receiving your package, that includes sale items. Please note that the product must be returned unused, in its original packaging and including all tags. 

Register your return or exchange here: returns.yayloh.com/retailer/grandpastore

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. Please use trackable shipping options, so that the package can be traced.

For all customers outside of EU it's important that you mark the shipping documents with “Product return“ and include information about the product type, original tracking number and product value due to customs handling.

Send your returned goods, including a note about your name or order number, to this address:

GRANDPA AB

Gotlandsgatan 44

S-116 65 Stockholm

Sweden

You will get a confirmation by email from us when we receive your return. In case of refund the return shipping cost will be paid for by the customer - unless we messed up. If you make an exchange we will send you the new product free of charge.

Order and delivery confirmation

You will receive an order confirmation upon order completion. After that, you'll get a shipping 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

Depending on what country you want your order delivered to, different options and prices will be shown in our delivery check-out option. Our current shipping services include FedEx International Economy (Global), DHL Parcel Connect (some EU-countries), UPS Economy (Global),  DHL Service Point (Sweden), Airmee (Sweden) and Pick-up in Store (Sweden).

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

Through Adyen we accept many different payment methods depending on what country you're ordering from. Adyen is one of the world's most renowned payment providers, which offers customers many options while keeping their payment details secure. Some of the payment methods available are:

Mastercard / Visa

American Express / Diners

PayPal

Klarna

Swish

Trustly

Vips

iDeal

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.