Here we have collected answers to the most common questions our customer service receives.
Where is my order confirmation?
Can I change or cancel my order?
What happens if I don't collect my parcel from the pickup point?
I didn't receive a return label, what do I do?
Returning an order paid with Klarna Invoice, what do I do?
I received the wrong item, what do I do?
Why isn't my discount code working?
If you placed your order correctly, you will receive an order confirmation by email. If you haven't received an order confirmation after a few minutes, please check your spam folder. If you still can't find it, please contact our customer service at [email protected] and we'll help you.
An order confirmation is sent automatically once you have placed your order. If you haven't received it, make sure the email address you entered is correct and check that the email hasn't ended up in your spam folder.
If you still can't find your order confirmation, contact our customer service at [email protected].
Please email our customer service at [email protected] as soon as possible with the changes you'd like, and we'll see if it's possible. We always aim to ship your order as quickly as possible, so it may already have been packed and shipped.
Our standard delivery time within Sweden is 2–4 business days. Please note that delivery may take slightly longer than usual during sales and holidays.
We ship your order as quickly as we can. Once your order has left our warehouse, you will receive a shipping confirmation with a tracking number you can use to track your parcel.
Use the tracking number to follow your parcel at DHL.se or PostNord.se, depending on the shipping method you chose for your order.
Please note that it can take up to 24 hours before the tracking number becomes active.
We offer free shipping on all orders over €50. Orders under €50 have a shipping fee of €5. Delivery time is 2–4 business days.
If you don't collect your parcel from the pickup point, a fee of €15 will be charged. This fee covers administration, return shipping and handling costs. If you change your mind after the parcel has been shipped, you must collect it and return it. If the parcel is not collected, it will be registered as "uncollected" and the fee will be charged.
You always have the right to return your order within 14 days, counted from the date your order was delivered. Items must be returned in the same condition as you received them, in their original packaging. A return fee of €8 is charged for refunded orders. You can also return and exchange items free of charge in any of our physical Sneaky Steve stores.
Please note that we cannot accept returns that have not been sent with our prepaid return label. If you send your return with a carrier of your own choice, the parcel will not be delivered to our warehouse and we cannot refund your order.
Pack the items in their original packaging.
Place the items in the shipping bag they arrived in, or in another protective box or bag.
Fill in the enclosed return form.
Attach the enclosed return label and drop the parcel off at your nearest PostNord pickup point.
You can easily track your return using the tracking number on the return label, which is also shown on your order confirmation. Once we have received and processed your return, we will refund the amount for the items you sent back. A return fee of €8 is charged for refunded orders. You can also return and exchange items free of charge in any of our physical Sneaky Steve stores.
Please note that we cannot accept returns that have not been sent with our prepaid return label. If you send your return with a carrier of your own choice, the parcel will not be delivered to our warehouse and we cannot refund your order.
If you'd like a different size, color or model, simply return the unwanted item and place a new order online.
Contact our customer service at [email protected] and we'll send you a new return label. Please include your order number in the subject line for faster handling.
Yes. You always have the right to a full refund on unused items in undamaged original packaging within the first 14 days.
Once our warehouse has received and processed your return, you will receive a confirmation email. Please note that return processing may take slightly longer than usual during sales and holidays.
We process your refund as soon as your parcel reaches our warehouse. Most refunds appear in your bank account within 5 days, but some payment methods may take a little longer.
Unpaid invoice – Unfortunately, we cannot cancel your invoice until your return has been processed by our warehouse. If your invoice is unpaid, we recommend paying it before sending your return so you don't have to worry about the due date. Alternatively, you can postpone the due date yourself with Klarna by contacting Klarna's customer service. Once we have received and processed your return, we will credit your invoice, and the refund is usually made within 5 business days.
Paid invoice – Unfortunately, we cannot cancel your invoice until your return has been processed by our warehouse. If your invoice is paid, we will credit it as soon as we have processed your return. The refund is usually made within 5 business days after your return has been received and processed.
We're sorry to hear that something is wrong with your product. Please contact our customer service at [email protected] and they will help you. Include your order number in the subject line and attach photos showing the problem or damage.
If the product was purchased from one of our retailers, please contact the store where you made the purchase.
If you received the wrong size or color, please contact our customer service at [email protected] and include your order number in the subject line, and they will help you.
Discount codes cannot be combined with other discounts, such as sale offers or the newsletter welcome discount. Make sure you're not trying to combine two different discount codes.
