Complaints

How do I make a complaint?

For the fastest possible handling, please contact our customer service at kontakt@loxa.se before returning an item, regardless of the reason. Please note that the fault should normally be an original fault and not due to improper use or handling.

We may request that you photograph the product and send the images to us for further investigation.

If you want to complain about an item you ordered, please send an e-mail to kontakt@loxa.se. Remember to include your order number and product name as well as a detailed description of the fault. Also state whether you would like a new item or a refund.

In many cases, we need to get the item in to examine it. You are responsible for packaging the item so that it arrives in unaltered condition. If the complaint is rejected, you as the customer are responsible for the return shipping of SEK 99, which we add to your invoice or selected payment method.

If the complaint is approved, we will contact you via email with a solution, either in the form of a new item or a refund.

I have received a broken product in my order. What should I do?

If you have received an incorrect or broken product in your order, please contact us via e-mail at kontakt@loxa.se. Don't forget to enter your order number. In order for us to help you as quickly and easily as possible, please describe your case in detail. Please also attach a photo or a short video showing the problem.

What do I do if I am not satisfied with my product?

If you are not satisfied with your product, you are welcome to contact our customer service, who will do their utmost to help you and make sure you are satisfied. Should you still be dissatisfied and need additional help beyond what our customer service can offer, you can turn to the General Complaints Board and/or the EU's common dispute resolution page. We follow their recommendations.

We aim for you to be 100% satisfied with your purchase. That's why we offer email support every day of the week between 08:00 and 18:00, as well as phone support on weekdays between 10:00 and 16:00.

Do not hesitate to contact us at kontakt@loxa.se if you need help with a complaint.