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
Do I have to pay for local taxes? Yes, local charges (sales tax,
customs duty) may occur, 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 email@example.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. 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. 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 firstname.lastname@example.org 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 email@example.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
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 firstname.lastname@example.org 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 email@example.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 79 SEK and in EU 99 SEK(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 firstname.lastname@example.org if you have any problem with the delivery, or the footwear.
How do I return a package in Sweden? Fill in the return form and include it in the shoebox. 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 email@example.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 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
Phone: +46 431 44 50 70
REFUND and EXCHANGE
How do I exchange a product? We are not able to exchange products such
as different size or different colour. 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 lables 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 therfore 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 firstname.lastname@example.org
How do I claim a broken product? Please contact customer service at email@example.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
Ten Points AB Webshop
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
EU ODR https://www.ec.europa.eu/odr
How do I contact customer service? Please send an email to firstname.lastname@example.org or call us at +46 431 44 50 70
What opening hours does customer service
have? Monday - Friday 8am
All enquiries: email@example.com
We will answer all enquiries within 48
hours on working days, however, some exceptions may occur. Usaually 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.
We work with many different materials and construction. If you like to know more about the materials or the contractions please follow this link.
If you like to contact us please use the form below.