Terms of purchase
Terms and conditions of purchase updated last 10/3-25
Shock.se is an independent business from 15/10-21.
This means that all purchases made online before 15/10-21 and in the Gothenburg store cannot be claimed or exchanged. Read our FREQUENTLY ASKED QUESTIONS here.
General
The following General Terms and Conditions (hereinafter “Terms”) apply when you as a consumer (“You”) choose to shop and make a purchase via Shock Store’s webshop, which is available at www.shock.se and all subpages of this website (hereinafter “Website”). By ordering from the Website, you accept that the terms and conditions apply between you and Shock Store AB, corporate registration number: 559339-3043 (“Shock”). Detailed contact details and other information about Shock Store can be found on the Website. In order to order on the Website, you must be 18 years of age or older and not under guardianship. Shock does not, according to Swedish law, accept credit purchases from persons under 18 years of age. Shock reserves the right to refuse or change your order in individual cases (for example, if you have provided incorrect personal information and/or have payment complaints). Shock requires that minors who make purchases on www.shock.se provide truthful information about their age and/or have the necessary consent from their guardian to purchase the item(s). If not, the buyer may be liable for any costs that an invalid agreement may entail. Shock reserves the right to final sales of products, any price errors, stock differences, technical problems, changes to specifications and any typographical errors on our site. Shock also reserves the right that certain product information is not complete to the extent permitted by applicable consumer law. We cannot guarantee that an item shown on the website is in stock, in such a case we will contact you immediately, or as soon as we receive a response from the supplier about replenishment. Colors may look different depending on which screen you are looking at, therefore we can never guarantee 100% that the color you see on the screen is an exact reflection of the actual product, we do our best to make sure it is as close as possible and it is always possible to return. In some cases, we can hold your order if the order is sold out but delivery is on its way, we will then notify the customer, and the customer always has the right to cancel the purchase in the event of a delay.
Prices & Payment
The prices on the Website are stated in Swedish kronor including VAT. The prices are stated excluding shipping and payment fees. Costs that may arise for shipping outside the EU, such as tax and customs fees, will be charged to you as a consumer. Discounted items are available for order as long as they are in stock. Offers and discount codes are only valid once per consumer and purchase and only within the specified time period. Discounts deducted cannot be combined or transferred to another purchase, or credited to a new purchase in the event of a return. You can pay in the ways specified on the Website. Shock has the right to charge you already in connection with the order, unless invoice payment or another similar payment method has been chosen by you and approved by Shock. Shock reserves the right not to always offer all payment methods, or to change the payment method if the one you have chosen for some reason does not work at the time of purchase. Please note that any limitations for payment options are stated on the Website.
Pay by invoice
We offer our customers invoice payment via Klarna. When you choose to pay by invoice, a credit application is made by Klarna AB the first time you use them. A paper copy of the credit information from UC will be sent by post to your national registration address (or to your digital mailbox). When your order leaves our warehouse, Klarna sends an email invoice. Klarna’s payment terms are usually 14 days (can change during campaigns, etc.). All questions about payment are made to Klarna. It is always the customer’s responsibility to ensure that the payment is received. If you do not receive an invoice in your email, you must contact us and Klarna so that this can be investigated.
Pay with card
With us you can pay with VISA, MasterCard, Eurocard and Maestro. Payment is made through PayEx or Klarna, which are PCI and DSS certified and meet all security requirements for bank and credit transactions. Your card number is never stored by Shock after the transaction has been completed. The total amount for your order is reserved directly on your account, and is not withdrawn until your order is ready to leave our warehouse. Please have your bank account or BankID close at hand when you make a purchase with card payment, if your bank requires verification.
Pay with Swish
With us you can pay with Swish through Klarna. When you choose to pay with Swish, open your Swish app and check that the pre-filled information is correct. You approve the purchase with Mobile BankID and immediately receive confirmation of the payment. The money is deducted from your connected account at the same time. To obtain Swish, contact your bank or read more at www.swish.nu
Shipping & Transport
Shock accepts and processes purchase orders in the same row as they are received on the Website. The delivery time is the day up to and including when the goods are available for collection. Normal delivery time within Sweden is 3-5 working days (Mon-Fri) after Shock has accepted and confirmed your order. For international shipments, the delivery time is also normally 3-5 days (Mon-Fri). Shock offers free shipping on all orders over 999 SEK. Orders under 999 SEK will incur a delivery cost of at least 69 SEK. The parcel delivery option with home delivery can be changed to DHL and delivery agent if the item is too large, expensive or your zip code is not covered. With parcel delivery, Shock is not responsible for your order being delivered to your door/outside your mailbox. In some cases, there may be more orders than the stock can handle and it may then be sold out. We will then contact you and refund you. If you choose to pay extra for express delivery and make a return, you will NOT receive this cost back. It will be added to your return cost. For deliveries outside Sweden, all shipping costs excluding any additional costs and customs fees are specified in the purchase order. If the package is to be redeemed, you must do this within the time specified in the notification. Packages should normally be collected in person with valid identification and order number. You will receive a notification from the supplier showing where and when the package is to be collected. Notification can be made via email, regular mail and if you have provided a mobile phone number, also via phone call or SMS. When you place an order, you confirm that you have a valid ID document. Changing your name or address costs 250 SEK, which is invoiced to the customer. Uncollected packages are charged 300 SEK. So make sure you have a valid ID document. If your order has not arrived within the specified time after delivery notification, (2 or 5 working days), contact us. If you have placed a very small order, such as a pin/bracelet/necklace, we reserve the right to send it in a regular envelope.
Uncollected package
If you do not collect your package within 2 weeks, Shock reserves the right to charge you a fee of 300 SEK, which covers the entire cost of delivery and processing. Uncollected packages are normally not covered by the right to return. You will not receive a new invoice for this, but if the cost of the package is equivalent, it will not be marked as returned. If the cost of the goods is much higher, the difference will be returned. If you discover damage to the package before you open it, you should contact customer service immediately. Goods damaged in transit will be replaced free of charge by Shock, if reported immediately with a picture. If your order has not arrived after 7 working days, contact us and we will see what happened. If you do not hear from us within 14 days, we will assume that the order has reached you without problems, and we cannot help you after this time.
Right of withdrawal & Returns
When purchasing goods on the Website, a 14-day right of withdrawal always applies. This means that you have the right to cancel your purchase by notifying Shock of this within 14 days from the day you or your representative received the ordered goods (the withdrawal period). After 14 days, no returns or exchanges are accepted. If you still return after 14 days, we will charge you 200 SEK or send the goods back to you.
Sale goods
Sale goods also have a 14-day right of withdrawal period. The distance contract automatically terminates when the right of withdrawal is exercised for the order in question.
Accepted return
Returns with the accompanying return form must be submitted to a postal agent. In order for your return to be accepted, the product(s) must be returned to Shock in the same condition as it was sold, with all seals/bags intact and any cardboard must be in a sellable condition. If you do not send in all original packaging, a deduction of 10% of the value of the goods will be charged to you. This does not apply if the product was damaged or otherwise changed due to any action necessary to examine them, or due to any other circumstance not related to the consumer. Contact us immediately when you receive your goods if your packaging was damaged in delivery or the product is missing something when you received it. Make sure that all swimwear is tried on over your own underwear. For hygiene reasons, Shock may refuse a return where it is obvious that this has not been done. Underwear (panties and bras) cannot be returned for hygiene reasons. This also applies to makeup, hair dye, earrings, tights, socks and masks. If these products are returned anyway, we will charge you SEK 200 or not make any refund if the value is less than this amount. Hair dye cannot be returned or complained about because you did not get the shade you wanted. The consumer should be obliged to return the goods no later than 14 days after notifying us of his decision to withdraw from the contract. If the trader or the consumer does not meet the requirements in connection with the exercise of the right of withdrawal, this should lead to penalties and contract law provisions under national law shall be applied in accordance with this Directive. You need to send the goods back to us within 14 days from the day you notified us of your withdrawal. Remember that you should be able to show that you have sent the item back to us. Make sure to get a receipt for the shipment from the post office and save this as proof. Refunds for returns are made within 14 days, but usually take 2-5 banking days from the day we have handled your return and notified the customer. Use our enclosed return form, write your own with the reason for the return and order number and personal information or use the konsumentverket’s return form.
Returns and Exchanges
When returning you pay for the actual return cost yourself, which means that it may cost more than 59 SEK, as it depends on the weight and shipping method you choose to return the item to us. Send your return as a package and not a letter so that it reaches a representative. Returns to a mailbox are not accepted. We do not refund shipping costs. We will also charge you for shipping of 69 SEK if you return goods so that your total purchase amount is less than 999 SEK and you have received free shipping. 2kg packages or more are charged 89 SEK. In the case of exchange you pay the actual return cost to us yourself, which means that it may cost more than 69 SEK, as it depends on the weight and shipping method you choose to return the goods to us. We will cover the shipping back to you. However, if the exchanged goods are also returned afterwards, 69 SEK will be charged for shipping. If your desired exchange is not available, a regular return will be made. Read and fill in the enclosed return form stating that you want to exchange and to which size. You can exchange for another product if it costs the same or in the same price range. We will then refund the difference. If you want to exchange for an item that costs more, we will make a return and you will have to place a new order. Send your exchange to a representative. Delivery to a mailbox is not accepted. NOTE! No Returns or Exchanges on order items! We cannot complain about your hair color because it did not give you the result you wanted. Read our hair color guide for best results: https://shockstore.com/kundtjanst/hartoningsguide/ When exchanging and returning, you are responsible for the condition of the item after you have received the item and during the return shipping. The item must be returned within 14 days of its arrival to the customer. The item must be sent well packaged, with tags still attached and in good condition (clean from, for example, dirt, odor and animal hair) and in the original box/bag, which must be intact. If your desired exchange is not in stock, it will be handled as a return. We will determine whether the return is in acceptable condition; if not, the customer will be contacted, and we will make a deduction for the loss of value you have caused. We can make a loss of value deduction of up to 100% of the value of the item. All returns and exchanges must be sent via representative to Shock Store AB Tessinsväg 17b 217 58 Malmö
Complaints
The right to complain covers goods that are faulty according to current consumer protection legislation. Customers who wish to claim a fault in an ordered item must contact Shock as soon as possible after the fault is discovered via the contact details provided on the Website. If you have received incorrect make-up or hair colour sent to you and you open the packaging, we will not replace it. If the product is faulty/broken upon delivery, please notify us immediately with a picture to our email so that we can rectify the fault. If you do not do this and you return, for example, a defective product to us, it will be subject to the return conditions above. Complaints made within two months of discovering the fault are always considered to have been submitted in a timely manner. We cannot complain or return your hair dye because it did not give you the result you wanted. Read our hair dye guide for best results: https://shockstore.com/kundtjanst/hartoningsguide/ If you are going to store your hair dye in a bathroom cabinet, for example, please put it in a plastic bag. We are not responsible for any discoloration. The only time a complaint about hair dye can be made is if the supplier has come out and said they have made a mistake. Then we will go out and make a recall of the products. Send pictures of the damage, a picture of the receipt/order number and explain what is wrong to our customer service. Please read about complaints on hallå konsument’s website: https://www.hallakonsument.se/klaga-angra-eller-anmala/dina-rattigheter-som-konsument/reklamera-fel-pa-vara-eller-tjanst/ If Shock believes that the damage to the product appears to be original to a complaint, the shipping will be paid by Shock. When the product arrives, the supplier will be contacted and will be allowed to approve the complaint. The product will be repaired in the first instance. In the second instance, it will be exchanged for a new product. A complaint process usually takes approx. 1 month. If the complaint is not successful, the shipping will be paid by the customer. In some cases, an investigation cost may also be incurred. However, we will inform you how much this will cost before the customer approves.
Personal data
Shock protects your personal privacy and strives to always protect your personal data in the best possible way. It is Shock’s goal to comply with all applicable laws and regulations for personal data protection at any time. We will process the personal data that you provide or have provided to us or that we have collected on the Website through cookies. The personal data that Shock processes is your social security number, name, gender, email address, purchase, payment and order history, payment and credit card numbers, delivery address, IP address and telephone number. The data can be used for identification, direct marketing, customer surveys, newsletters and for statistical purposes. The data can also be used for mailings by post, SMS and email as well as for marketing and information by telephone, if you have not objected to this. You can contact us at any time to cancel marketing to you as a customer.
Intellectual property rights
The content of the Website is protected by copyright belonging to Shock. All trademarks are registered trademarks. Photographs on our website may be borrowed if they are written that they are ours and linked/tagged back to us.
Links
Shock may link to other websites that are beyond Shock’s control, and websites outside Shock’s control may link to the Website. Although Shock tries to ensure that Shock only links to websites that share Shock’s privacy and security regulations according to the Privacy Policy, Shock is not responsible for the protection or confidentiality of information or personal data that you provide on other websites. You should exercise caution and read the privacy regulations for the relevant Website.
Force Majeure
Shock is not responsible for delays caused by circumstances that Shock could not control, such as general labor disputes, war, fire, lightning, terrorist attack, changed government regulations, technical problems, failures in electrical/telephone/data connections or other communications, and failures or delays in services from subcontractors due to circumstances stated here. These circumstances shall constitute grounds for exemption that entail exemption from damages and other penalties. If any such situation should arise, Shock will inform you both at the beginning and at the end of the period of the current situation. If the circumstance has lasted longer than two months, both you and Shock have the right to cancel the purchase with immediate effect.
Changes to the Terms
Shock reserves the right to make changes to these Terms at any time. All changes to these Terms will be published on the Website. Changes apply from the time you have accepted the Terms (in connection with a new purchase or when visiting the Website), or 30 days after Shock has informed you of the changes. However, Shock recommends that you stay updated on the Website regularly to be notified of any changes to the Terms.
Invalidity
If a competent court, authority or arbitration tribunal finds that any provision of these Terms is invalid or unenforceable, the provision in question and all other provisions shall be valid and enforceable to the extent permitted by applicable law. The provisions that are declared invalid or unenforceable will be replaced by relevant legal guidance and advice.
Applicable law and dispute
Disputes shall primarily be resolved by mutual agreement after discussion with Shock’s customer service. In the event of a dispute, Shock will follow the decision of ARN or an equivalent dispute resolution body. ARN: http://www.arn.se/ Allmänna Reklamationsnämnden Box 174 101 23 Stockholm EU ODR: https://ec.europa.eu/odr
Social media
Our competitions have no collaboration with Facebook or Instagram. Campaign rules are in the caption. Unless a major feat is to be done to participate in the competition (for example, manufacturing something, doing something, etc.), the validity is one week. The winner will be contacted a maximum of 3 working days after the competition date has expired via tagging in the post, if there is no response, the customer will be contacted via social media and if there is no response within 2 days, a new winner will be chosen. We can always end a competition early. Feel free to tag us on social media with products from us! If you tag us or use our hashtags, you give us the right to repost your picture with credits to the participants in the picture. You can always contact us if you want to remove the picture.
Contact us
Your opinions are very valuable to us at Shock. Therefore, we want you to contact us if you have any comments or further questions about orders, deliveries, products or if any problems arise. Contact us at info@shock.seWe reserve the right for any spelling and printing errors.