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FAQ
We have gathered sections with questions and answers in the most common areas to quickly help you as a customer or visitor. Full details of conditions of purchase can be found in our Terms and conditions. If this has still not solved your questions or concerns, please reach out to our Customer Support, support.merchandise@volvo.com.
HOW TO BUY
Who can access the shop?
All private visitors (B2C) can access the shop and browse but only visitors from the European Union and Norway can place orders at shop.volvo.com. If you are outside of the Europea Union, please turn to your local Volvo Dealer to get support to purchase merchandise locally.
If you want to access the shop to purchase for your business, please use the globe symbol on top menu to return to region start page and reselect your login typ.
How can I purchase?
As a private customer you don’t need to register. Just pick your delivery country in the top menu and proceed to checkout with your order. An account will be created for you. When purchasing next time, you will log in with your email and password.
PRICES & PAYMENT
How can I see my price?
All price listings include VAT of the country you selected. If there is an item with reduced price, the old price will be marked, and the new will appear in red.
Will additional fees be added for order outside EU (Norway)?
Volvo Merchandise AB is not responsible for import taxes, customs fees or any other similar charges when shipping outside the EU. You as customer is responsible for paying these fees regulated by the country of destination’s laws and regulations.
What are the payment options?
Payment is handled through NETS Easy credit/debitcard payment. Options are to pay by VISA or Mastercard.
DELIVERY
What is my expected time of delivery?
Delivery is 7-14 days.
Can I track my orders?
It is possible to track larger packages, you will receive a trackling link to follow the shipment. You can also find the link under your account when you login. Smaller packages are not possible to track.
What are the delivery costs?
Free delivery for customers within the European Union and Norway.
Do the prices include import duties?
No, import taxes and/or duty costs may be applied according to current laws of the country where the goods are delivered to and are charged by that customs organization, not by Volvo Merchandise AB.
RETURNS & CLAIMS
What is your return policy?
You may return any products within 14 working days, counted from when the goods were delivered to you.
Your items must be unused and in a re-sellable condition with its original packaging. Follow the below steps for complete your return order.
- Fill in the return form.
- Send the form as an attachment to support.merchandise@volvo.com and please state: Return + your order number in the subject field of the email.
- Wait for further instructions from Customer Support.
If I want to return an order, what are the costs?
You as the customer is responsible for paying the return delivery for any products that you want to return.
When can I expect a refund for my returned items?
If your return is approved, you will receive a full refund of the product on the same payment method used for purchasing the item within 30 days.
I received a damaged or incorrect item, what should I do?
You as the customer should inspect the condition and make sure that the delivery is complete and undamaged. As a private consumer you have the right to make a claim within 3 years post receiving the delivery. If you want to submit a claim, you must contact Volvo Merchandise AB as soon as possible after discovering the fault. Please follow the below steps:
- If possible, take a picture of the claimed article(s).
- Send an e-mail with images attached to support.merchandise@volvo.com
- In order to make a correct evaluation, keep the product, product packaging and transport packaging until the claim is finalized.
How will I be compensated for claimed products?
If we establish that the claim is valid, we will replace the defect product with a new product, rectify the fault or refund the product price. We aim to send out new or repaired products within 30 days of receiving the claim. If we see a need to return the damaged product to us, Volvo Merchandise AB will pay the return shipping cost.
What if there is a dispute?
If you as a private customer have a problem with the merchandise you have bought in our web shop, please follow the above process. We will do our outmost to make sure your complaint is being handled correctly. Should there be a dispute you have the right to receive assistance from the European Union Online Dispute Resolution. You can read more about it at ec.europa.eu/odr.
PRODUCTS
How can I find products in the web shop?
You can choose a category from our product tree and refine your selection by using our filter function. You can also search for an item in the search field.
How can I learn more about product care?
You can find wash and care symbols under technical specifications underneath the product image.
Are the products sustainable?
The production of most of our soft items is done in a sustainable way We have made a careful choice of organic cotton or recycled materials (or a combination of both) to enable a production with care for resources and people in production. A lot of these products have certifications connected to the production to secure that correct method is used. You will find all certifications for a product listed underneath the product detail view.
Who can I contact to ask product related questions or to come with product suggestions?
Please forward any questions or suggestions to products.merchandise@volvo.com.
PERSONAL DATA & COOKIES
How is my personal data processed by Volvo Merchandise AB?
We value your personal data and are up to date with the GDPR legislation. Please learn more about personal data handling in our Terms & Conditions personal data section .
What are browser cookies?
A cookie is a small text file that the site you visit requests to save on your device. Cookies are used on many websites to allow a visitor access to various features.
Does Volvo Merchandise AB use cookies?
Yes, it is used to keep preferences such as login type and also to collect some statistics to help us improve user experience. We use two different types of cookies:
Session Cookies
A session cookie lives as long as your browser is open. When you close your browser the session cookie is lost. If you open a new browser, it creates a new session cookie.
Value Cookies
We save values that we use to retrieve your settings such as automatic login, sorting in lists, etc. in a database.
Can I disable cookies?
You can manage, restrict, or block cookies by changing the settings in your web browser. You can also change the settings so that your browser refuses all cookies, or only the third-party cookies. Also, you can remove any of your cookies that have already been placed. Please note that you will have to separately change the settings for each browser and device you use. Please be aware that if you do not want cookies, we can no longer guarantee that all functions on our web shops works properly. Each browser has a different method to adapt the settings. If necessary, consult your browser’s “help” function to make the correct settings.
To disable cookies on your mobile devices please see your handset manual for more information. Learn more about cookies by viewing Volvo Group cookie policy.
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