Customer service

Outside EU customers shop tax free


Customers outside the European Union shop tax free at Shelta.eu, meaning no 20% VAT (Value Added Tax) will be added. Swedish VAT will be excluded on all products (not on shipping) and the 20% tax will be deducted when choosing your order destination country at check-out. If you are a frequent Shelta.eu visitor from outside the European Union you can display the tax free prices if you un-tick the "Price incl. VAT"-button found at the bottom of every page.

Privacy Policy


By using Shelta.eu you agree to our privacy policy. We use cookies to make this site work and to give you an experience, so no funky business. We also follow the rules of GDPR and will never sell your information to any third party. If you are interested, you can click here to read our full Privacy Policy.

Worldwide shipping with FedEx


We ship worldwide with FedEx. Shipments are fully insured and come with a FedEx tracking number.

Delivery time


We ship within 24 hours work days. Delivery time to all EU countries is normally 1-3 working days. Delivery to the rest of the world is 1-7 working days. During sale, please allow another day or two.

Order confirmation and tracking number


After you've placed your order you'll receive an automatic order confirmation to your email address. And when your order has been shipped you will receive another email with your tracking number.

Exchanges


It is important to us that you are satisfied with your purchase. You can exchange your product within 14 days after you have received your parcel. The product must be in original unused condition and in the original box and/or packaging with original tags attached. Do not use the original shoe box as the shipping box. Exchange shipping is paid by you, both ways.


Download our exchange form here.

Detailed info on how to make an exchange:

  1. Email us at support@shelta.se with the subject "Exchange + your order number". Write down the product(s) you would like to exchange and which product you like instead. Make sure that this product is available in the size and color of your choice (sizes/colors/styles shown in our web shop are all available). If the product has a lower price than the one you already bought, we will transfer the difference back to your credit card or PayPal account. If the product has a higher price, or if you need to transfer money for a return shipping, we will email you the necessary information.
  2. Fill in the exchange form, and enclose this including you receipt.
  3. Mark the package with "Exchange + your order number" to speed things up. Non-EU residents please note! When returning a package, set value on shipping declaration to 0 (zero) and item as ”return” + product. You agree to pay all eventual customs charges involved with your return.
  4. Send your exchange to: Shelta AB, Andra Langgatan 21, 41328 Gothenburg, Sweden
  5. When we have received your package, and the eventual shipping costs and price differences have been settled, we will send you your exchange.
  6. Please note that in some cases returns and exchanges can take up to 15 days.

Returns


It is important to us that you are satisfied with your purchase. You can return your product within 14 days after you have received your parcel. The product must be in original unused condition and in the original box and/or packaging with original tags attached. Do not use the original shoe box as the shipping box (preferably re-use the box you received your order in). If the package is damaged or used as a shipping box, we will not be able to sell the item, and your return will not be accepted. Return shipping will be payed by you. Non-EU residents please note! When returning a package, set value on shipping declaration to 0 (zero) and item as ”return” + product. You agree to pay all eventual customs charges involved with your return.


Download our exchange / return form here.

Detailed info on how to make a return:

  1. Email us at support@shelta.se with the subject "Return + your order number". Write down what product you would like to return.
  2. Fill in the exchange form, and enclose this including you receipt.
  3. Mark the package with "Return + your order number" to speed things up. Non-EU residents please note! When returning a package, set value on shipping declaration to 0 (zero) and item as ”return” + product. You agree to pay all eventual customs charges involved with your return.
  4. Send your return to: Shelta AB, Andra Langgatan 21, 41328 Gothenburg, Sweden
  5. When we have received your return we will transfer the refund to your credit card or PayPal account. Shipping will not be refunded.
  6. Please note that in some cases returns and exchanges can take up to 15 days.

Reclamations


We check each item before dispatching your order. If, for any reason, an item is faulty you may return the item free of charge. Contact us at support@shelta.se within 14 days after receiving the item. Write a detailed description about the fault, add photo(s) if possible and enter the email subject "Reclamation + Your order number". Then please await our correspondence, and if reclamation is accepted then proceed with the steps of an standard return. If the item is faulty or if we have shipped an incorrect item we will send you a new item free of charge. If the replacement item is sold out or unavailable we will issue a full refund.

Payment options


We offer payment by Visa, Mastercard and Paypal.

If you did not pick up your package


If you, for any reason, did not pick up your delivered package, and the packed instead was returned to us by the vendor, we will refund the amount of your order minus the delivery/return fees. Toll and customs will still be debited to you.

Terms of service and info


You must be 18 years of age to place an order, minors must have permission in writing from a parent / legal guardian. Shelta reserves the right to refuse or cancel any orders placed on merchandise listed with incorrect/missing data or fraudulent marked orders.

Import/toll fees


Please note that the delivery charges do not include import fees that may be added when the package reaches the country of destination.

Cookies


Yes, we also use cookies. By using our site you agree to use them too. They are needed for the cart and checkout-process. The lifetime of our cookies are limited. If disabled, the checkout process will be invalid, however you can still browse the site.

Security


It is safe to place your order at Shelta. The site is encrypted with valid SSL and the newest security standards. We respect your integrity and personal data and follows the rules of GDPR.

Force Majeure


If Shelta fails to comply with the agreement because of unusual adverse circumstances outside of its control due to force majeure such as strikes, civil unrest, war or natural catastrophes such as earthquakes, volcanic action and other similar matters, then Shelta can not be held responsible and will have the right to terminate any started agreements.

If any other questions


If you can't find your answer anywhere above please feel free to email us at support@shelta.se or call us at +46 (0)31 242 856 weekdays between 12 and 18.00 and Saturdays between 12 and 16 (CET). We all speak english so do not hesitate to contact us.