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FAQ

Here you find our most frequently asked questions. If you don´t find the answer don´t hesitate to contact us.

Can I pay with credit card? Yes, all transacations via Shopify Payments and Stripe are secure and encrypted with 3D Secure.

Can I pay with PayPal? Yes.

Can I pay with Klarna? Yes

Is local taxes included? Yes in EU, but not for the rest of the world.

Do I have to pay for local taxes? Yes, local charges (sales tax, customs duty) may occur outside the EU, depending on your region. These charges are at the customer’s own expense.

Do I have the right to withdrawal my
purchase? Yes, you have. If you want to exercise your right of withdrawal of a product, you must notify customer service at shop@tenpointsfootwear.com within 14 days of receiving the product. It is okay to try out the shoes, but if the testing damages the shoes to the point so we can´t sell them, deduction will be made from the refund. The right of withdrawal with full refund is for non-used products only. Deduction up to 100% will be made from the refund if the item is not in the same condition as when you received it.

Once you have notified us, you have14 days to return the product. If you need a return form (withdrawal form) you
can find it here. More information about returns you find under: Shipping & returns

Do you ship world wide? Yes, we ship worldwide and offer several different shipping options. You can see them at checkout. Please note that the shipping cost is exclusive of taxes and duties if you order from a non EU country, this will therefore be an additional cost to get your goods delivered.

Regardless shipping method you need to state your address at checkout.

What happens if my delivery is
delayed? If your order for some reason can´t be delivered in time we will of course contact you.
We will always do everything we can to deliver in time and avoid delay, but if the delivery for some reason is extensive, you as our customer always have the right to cancel your purchase of course.

Please send an email to shop@tenpointsfootwear.com or call us at +46 431 44 50 70 if you have any question regarding your delivery or if your order is delayed.

What if the product is damaged or
missing? If the product is lost or you, upon receiving, notice that the item has been damaged during transport, you should immediately report this to us at shop@tenpointsfootwear.com

Do I have to pick up my parcel? Yes, an unclaimed package is not an approved return. For packages that are not picked up within 14 days, Ten Points Web Shop reserves the right to charge you a handling fee and the return shipping.

Will I receive an order confirmation? Yes, you will receive an order confirmation by email, as soon as your order is completed. If you have not received any, please check your spam before you contact customer service at shop@tenpointsfootwear.com .They will help you out.

Do I have the right to withdrawal my purchase? Yes, you have. If you want to exercise your right of withdrawal of a product, you must notify customer service at shop@tenpointsfootwear.com within 14 days of receiving the product. It is okay to try out the shoes, but if the testing damages the shoes to the point so we can´t sell them, deduction will be made from the refund. The right of withdrawal with full refund is for non-used products only. Deduction up to 100% will be made from the refund if the item is not in the same condition as when you received it.

Once you have notified us, you have 14 days to return the product. If you need a return form (withdrawal form) you can find it here.

How much is the returning cost? If you use our prepaid label in Sweden, or the return service at www.ups.com in EU the cost will be deducted from the refund. In Sweden 99 SEK and in EU (9,50 EUR, 69 DKK). If you live in a non-EU country you will have to book and pay for the return yourself. If returning because of damaged goods or if the return is due to a mistake made by Ten Points AB, we will not deduct any return cost from the refund. Please contact our Customer service at shop@tenpointsfootwear.com if you have any problem with the delivery, or the footwear before sending the item back to us.

How do I return a package in Sweden? Fill in the return form and include it in the shoe box. Put the shoe box in a bag or similar before shipment. Don't use only the box, it has to be covered! Paste the enclosed shipping label (DB Schenker) on the wrapped up shoe box. If you ordered via Bring please contact our Customer Service at shop@tenpointsfootwear.com to get a return label. Leave the parcel at your nearest agent. Find your nearest agent at www.dbschenker.se under the tab ”hitta ombud” or at www.bring.se under the tab ”Privat – utlämningsställe”.

How do I return a package in EU? Book the return at www.ups.com by using your trackingnumber from UPS. Type the trackingnumber in the search box and then choose "Return this parcel". Fill in the form and you will get a shipment label. Please note that you need to fill in a reason for the return to complete the booking. Put the shoe box in a bag or similar before shipment. Don't use only the box, it has to be covered. Put the label on the wrapped up shoe box and leave the parcel at your nearest UPS Access Point. Go to www.ups.com and click on ”Locations” to find your nearest UPS Access Point.

How to return a package in NON-EU? Fill in and include the return form in the shoe box. Put the shoe box in a bag or similar before shipment. Don't use only the box, it has to be covered. If possible, please provide us with a tracking number. Ten Points AB Webshop suggests you get a receipt and a package ID for the return from the delivery service, as it makes it easier to follow the return shipment if needed. It is also the customer's responsibility to ensure that the package is returned to Ten Points Web shop. Please return the parcel to following address:

Company: TEN POINTS AB WEBSHOP

Address: IMPORTGATAN 4

Zip code: 26273

City: ÄNGELHOLM

Country: SWEDEN

Email: shop@tenpointsfootwear.com

Phone: +46 431 44 50 70

How do I exchange a product? We are not able to exchange products such as different size or different color. You need to return the product and place a new order.

When and where will I get my refund? If the return is approved, your refund for the shoe cost will be processed. A credit will automatically be applied to your credit card or original method of payment, within a number of days. Please note that if you use our prepaid return lable in Sweden and in EU the cost for the return will be deducted from the refund. We take care of all returns in order so it might therefore take a few days after we receive you parcel before you get your refund, but never more than 14 days after we have received your return.

I have not received my refund? If you haven’t received a refund yet, first check your bank account, Paypal or Klarna. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at shop@tenpointsfootwear.com

How do I claim a broken product? Please contact customer service at shop@tenpointsfootwear.com as soon as you discover the defect and have your order number at hand. You should make the complaint withing reasonable time from when the fault was discovered or should have been discovered. Inform Customer Service about the problem and we will help you. If it is an approved complaint that is not repairable, we pay for the return cost and reimburse you up to 100%. If it is repairable, we pay for the repair. Please note that if it is not an approved complaint, the customer will have to pay for the return shipping. Therefore, never send back a complaint before you have been in contact with our customer service. For more information about complaint please read our "Purchase conditions".

The complaint should be sent back to us at:

Ten Points AB Webshop

Importgatan 4

26273 Ängelholm

Sweden

Can I complain my Ten Points shoes even if I didn´t bought them in your webshop? If you have purchased your Ten Points shoes in another store, please contact the store where the purchase was made and they will help you out.

We follow the general complaints board´s recommendations, that means that you have 3 years right of complaint. We resolve any dispute with either Allmänna reklamationsnämnden (ARN) in Sweden or the European Commission Online Dispute Resolution (EU ODR).

If you as a consumer want to report your case and get dispute resolution you turn to:

Allmänna Reklamationsnämnden, BOX 174, 101 23
Stockholm https://arn.se/

EU ODR https://www.ec.europa.eu/odr

How do I contact customer service? Please send an email to shop@tenpointsfootwear.com or call us at +46 431 44 50 70

What opening hours does customer service
have? Monday - Friday 8am- 3pm

All enquiries: shop@tenpointsfootwear.com

We will answer all enquiries within 48 hours on working days, however, some exceptions may occur. Usually when we have to contact a third party such a factory, freight forwarder or similar.

Shoe care is very important and we are recommending a 4 step guide for taking care of your shoes. A regular shoe care is one of the best long term investments. We also want to inform our customers the importance of letting the shoe rest in between use so they can dry out properly. If you let the shoe rest a day or two in between use it will extend the life of the shoe from several month up to years. So it is also a very good investment in your shoes.

To the 4-step shoe care guide, click here.

To see a video how to treat your Ten Points click here.