INFORMATION

Here we have collected all information for you such as privacy policy, warranty, shipping etc. Click any of the tabs below for more info.

SHIPPING

We offer free shipping on all orders over €100.

International

DHL EXPRESS

1-7 DAYS

POSTNORD

4-28 DAYS

Sweden

DHL SERVICE POINT

1-3 DAYS

POSTNORD

2-7 DAYS

Delivery time is usually 2-7 business days of Tusenö’s approval and confirmation of your order with default delivery services. Local differences can occur depending on country. For some countries we offer Express shipping (1-3 business days).

Please note that expected delivery times may vary depending on product availability; for campaign products; and due to other unforeseen circumstances.

When your order has left our warehouse, a delivery confirmation note will be sent to the email address provided in connection with your purchase. If you have not received this confirmation within 24 hours, please contact our customer service.

We currently offer free shipping worldwide on all orders (over €100), VAT is included in all purchases within the European Union. However, VAT, additional duties, import taxes, customs or brokerage fees may be subjected to all International orders upon delivery. Contact your local customs office for more information.

Since April 2021 Tusenö deduct Swedish/European VAT on all orders outside of the European Union.

Please note that should you, as the receiver, chose to decline these charges upon delivery, Tusenö will have to settle them in order to get the shipment in return. This sum will be deducted from your refund as a restocking fee.

UNCLAIMED PACKAGES

If an order is not picked up or acknowledged within the designated time period, Tusenö will charge a fee of 15 EUR towards shipping and handling fees.

GOODS DAMAGED IN TRANSIT

Tusenö ensures that all items are quality-checked before being sent out to our customers. Any damage incurred in transit that is visible before the package has been opened should be reported to our customer service immediately.

RETURNS & EXCHANGES

EXCHANGES

In, some cases (domestic orders), we can provide an exchange of your product. But for most of the times it's easier, and quicker, if you place a new order and request a return on the product you want to exchange.

RETURNS

Any product purchased from the Online Store can be returned for a refund within 14 days of delivery. If you would like to return your product, please send us an e-mail to hello@tuseno.com and we will send you the return label.

Return fee is based on shipping country and will be subjected from your refund – Sweden 100kr / EU €30 / Global $50.

All refunds will be processed using the original payment method, minus the return fee.

Extended return policy during November and December 🎄
From mid-November (15th of November) and through out December are all orders included in our extended return policy. The return policy is extended to the very first Monday in the following year. Products still need to be in their original condition.

Sample Sale
All sample sale watches are considered final sale and will not be applicable for return or exchange.

Pre-order
When pre-ordering an item from us we make this item especially for you. If you want to cancel your pre-order a 1500kr / €150 / $150 fee will be subjected from your refund.
This fee also applies to the return policy once you receive your pre-order.

Return Process INTERNATIONAL
  1. Once you have received your return label pack your order as it was received in its original box.
  2. Call your local DHL office for a pick-up day that suits you.
Return Process SWEDEN
  1. Once you have received your return label pack your order as it was received in its original box.
  2. Take it to your closest DHL Service Point.

 

Your payment will be refunded as soon as we have received your item in new, unused and re-sellable condition, with the original packaging and other materials. If a return is incomplete or damaged, the cost of restoring the product will be deducted from the refund.

PRIVACY POLICY

1. Introduction

Tusenö is committed to protecting your privacy as a customer, website visitor, or other third party – such as, for example, a contact person in a business or organisation with which Tusenös cooperates.

Tusenö therefore aims to be transparent about how it handles your personal data, so you feel safe when you make a purchase or visit our webshop. The purpose of this privacy policy is to explain how we collect and uses your personal data, and how you may exercise your rights.

If you have any questions or comments regarding this privacy policy, or the processing of your personal information, please contact our customer service.

2. When does Tusenös collect your personal information?

Tusenös may collect personal information from you when you make a purchase on the site; communicate by post, email or phone; create a subscription service account on the site; or request information from Tusenös. Tusenös may also automatically collect technical and user information about your devices and browsing patterns when you are interacting with the Tusenös website. This data is collected using cookies, the server's logs, and other similar technology.

In addition to the personal data you provide, Tusenös may collect information about you from a third party, such as a credit information agency, supervisory authority, or other publicly available database.

If you do not provide certain information when requested, Tusenös may not be able to fulfill its obligations to you, or respond to your inquiries. In this event, Tusenös may thus be prevented from providing you with the best possible service, as well as from fulfilling its legal obligations (such as reporting requirements).

3. What kind of information does Tusenös collect?

Tusenös may collect, store and use the following types of personal information about you:

  • General information, as well as contact information – for example, your name, gender, telephone number, email address, physical address, and / or other contact details.
  • Financial information – for example, your bank details, credit information and payment history.
  • Marketing and communication related information – for example, your preferences regarding receiving marketing communications from Tusenös and / or third parties; account information, if you have signed up for Tusenö's subscription service; correspondence details, if you have been in contact with Tusenö's customer service; and / or other similar information.
  • Technical data – for example, your IP address; login details; browser type and version; time zone and location settings; browser plugins; operating system, platform, and other technologies your devices may use to access the Tusenös website.
  • Usage data – for example, information about how you use Tusenö's website, as well as your purchase history.

4. How does Tusenös use your personal information?

Tusenös may use your personal information to:

  • Manage and fulfill its contractual and legal obligations to you, or to the company you represent – for example, when handling warranty claims.
  • Meet its reporting requirements – for example, when following accounting rules and regulations, and submitting declarations to tax and other regulatory authorities.
  • Answer your questions and inquiries.
  • Validate the legal age requirement for online purchases.
  • Determine, exercise, or defend its legal rights.

Processing of your personal data outside of legal or contractual obligations will be based on Tusenö's legitimate interest in:

  • Providing you with marketing related communications – in the form of newsletters and other publications via email or similar technology, and regarding Tusenö's business, as well as general information that may be of interest to you.
  • Analysing statistical data to study how visitors use Tusenö's website, in order to improve its features and services.
  • Managing Tusenö's daily business needs.

Tusenös engages Klarna Bank AB (“Klarna”) and Paypal as its payment partners, therefore providing several payment solutions to you as a customer. Regardless of the payment method chosen on the Tusenös website, your personal data will be handled and protected by Klarna or Paypal.

Klarna
For questions regarding how your personal data is managed when making a payment, we refer you to Klarna's customer service at + 46 8-120 120 10.
You can also read about Klarna's Data Protection Policy here.

Paypal
For questions regarding how your personal data is managed when making a payment, we refer you to Paypal's website.
You can also read about Paypal's Data Protection Policy here.

Stripe
For questions regarding how your personal data is managed when making a payment, we refer you to
Stripe's website.
You can also read about Stripe's Data Protection Policy here.

Your personal data will only be used for the purpose of which it was collected, unless Tusenös reasonably believes that it may be used for any other reason that is consistent with the original purpose. If Tusenös sees the need to use your personal data for an unrelated purpose, you will be notified before further processing of your data is conducted.

5. To whom does Tusenös provide your personal information?

In addition to the disclosures reasonably necessary for the purposes stated elsewhere in this Privacy Policy, Tusenös may disclose information about you in the following ways:

  • To Tusenö's service providers – for example, logistics, payments, marketing, and technical support, all of which may only process your personal data on behalf of Tusenös.
  • To the extent that Tusenös is obliged to do so in accordance with applicable law.
  • In connection with any ongoing or future legal proceedings.
  • In order to establish, exercise, or defend Tusenö's legal rights.

Over and above what is stated in this privacy policy, Tusenös will not disclose your personal data to third parties.

6. Where does Tusenös collect and store your personal information?

Your personal information and email address will be collected and stored in our e-commerce, mailing, and business systems. Klarna Bank, Paypal and Stripe will also collect and store this information in its internal systems.

7. How does Tusenös protect your personal information?

Tusenös will take appropriate security measures to prevent accidental or illegal loss, destruction, alteration, unauthorised access to, or disclosure of, your personal data. However, Tusenös cannot guarantee full security for data sent over the Internet, since data transmission is in its nature uncertain.

8. For how long does Tusenös save your personal data?

Tusenös only saves your personal data as long as it is required to achieve the purpose for which it was collected, or if it is required to comply with any form of mandatory storage periods, in accordance with applicable law.

9. What rights do you have?

9.1 Access to your personal data

Keep in mind that you may, at any time, request access to, and / or retrieve, information that Tusenös has stored about you. You have the right to know what it has stored; to what purpose; and for how long it intends to save this information.

9.2 Corrections, deletions, and objections

You have the right to request that Tusenös correct any incorrect information about you; delete information that is no longer relevant to the purpose for which it was collected; and / or oppose Tusenö's processing of your personal data. However, certain legal obligations may prevent Tusenös from immediately deleting specific types of information.

If Tusenös has processed your personal data based on your consent, you may withdraw said consent at any time.

9.3 Opting out of direct marketing

You always have the right to avoid direct marketing and to object to any processing of personal data based on a balance of interests.

9.3.1 Newsletters

If you, as a customer, have consented to the use of your personal data for this purpose, i.e., a subscription service, Tusenös will communicate with you by email in the form of newsletters. You have the right to unsubscribe from Tusenö's subscription service at any time, by withdrawing yourself from our mailing list and / or by contacting our customer service.

9.3.2 Social media

If you follow and / or interact with Tusenö through third party social media such as Instagram, Facebook or YouTube, information provided will also be covered by third party personal data management and confidentiality.

9.4 Complains

If you follow and / or interact with Tusenös via third party social media such as Instagram, Facebook, YouTube, or Pinterest, your data will also be subject to the third party’s personal data management and privacy policies.

10. Cookies

Tusenös uses cookies for the purpose of gathering information about the way you use our online service, and your interests. You can configure your browser settings to reject some or all of these cookies, as well as notify you when a website uses cookies, or when they are being stored on your device. If you choose to block the use of cookies, you can still access the Tusenös website. However, certain sections and features of the site may become inaccessible to you, and / or not work properly.

11. Third Parties

Tusenö's website may contain links to other websites. This privacy policy does not cover third party websites that you choose to access based on links presented on the Tusenös website. Tusenös is not responsible for the privacy and data management policies of the third party’s website.

Updated on 2020-04-13

TERMS & CONDITION

GENERAL

These terms apply to all orders submitted through Tusenö's online store located at Tusenö.com (and hereafter referred to as the “webshop”), and covers all purchase agreements between you, the customer, and Tusenö (hereafter called Tusenö). You are advised to read these terms in full before placing an order on the webshop. As these terms may be updated from time to time, Tusenö recommends that its consumers ensure they are up to date with any and all changes to the terms before placing each new order.

In order to make a purchase from the Tusenö webshop, you must be at least 18 years of age, and not in the care of a legal guardian. Tusenö assumes that customers who place orders on the Tusenö webshop provide truthful information about their age, and / or have the necessary consent of a guardian to make said purchase. Orders made in another person's name without their consent will be reported to the competent authority.

A binding purchase agreement is entered into as soon as your order has been confirmed by Tusenö, i.e., an order confirmation has been sent to the email address provided by you at the time of purchase. When your order has been delivered, and Tusenö has received its due payment, you become the owner of the purchased product(s), and are thus responsible for its loss and / or destruction.

If an item runs out of stock at the same time that you place an order for it, and before its unavailability has been updated on the website, Tusenö will notify you by email. Tusenö may then suggest another product in exchange, or cancel your order and offer you a full refund for your purchase. Tusenö reserves the right to reject or revoke a purchase contract if it suspects fraud or acts similar to fraud – for example, the illegal use of another person's credit card.

WARRANTY

Warranty for our watches depends on the specific model (warranty do not cover straps).

  • The First collection is covered by a one-year warranty from date of purchase.
  • The Blackwater collection is covered by a two-year warranty from date of purchase.
  • The Shellback collection is covered by a two-year warranty from date of purchase.

Please note that the warranty does not cover the life of the battery or normal wear and tear of the case and strap (e.g. scratched crystal; alteration of the color and/or material of non-metallic straps and chains, such as leather, textile, rubber; peeling of the plating). The warranty does not cover any damage on any part of the watch resulting from abnormal use, lack of care, negligence, accidents (knocks, dents, crushing, broken crystal, etc.), incorrect use of the watch and non-observance of the directions provided by Tusenö. Neither the warranty cover watches handled by non-authorized persons (e.g. for battery replacement, services or repairs) or which has been altered in its original condition beyond Tusenö control.

PAYMENT

Tusenö use Klarna Checkout and Paypal as its payment solutions providers.

Klarna
Payments may be made in the currencies listed in Tusenö's online store. You may pay by credit card, debit card, gift certificate, or Klarna Invoicing.

For questions regarding payments, we refer you to Klarna's customer service at +46 8-120 120 10.
You can read about Klarna's Data Protection Policy here.
Please note that Klarna's purchase Terms & Conditions are assumed as accepted by the customer when a payment is made at checkout.

Paypal
For questions regarding payments, we refer you to Paypal's website.
You can read about Paypal's Data Protection Policy here.

Stripe
For questions regarding payments, we refer you to Stripe's website.
You can read about Stripe's Data Protection Policy here.

REFUND

Refunds are made in accordance with the payment method used for purchase. We strive to effectuate refunds as soon as possible, but sometimes it could take up to 1-2 weeks until they are refunded.

CORPORATE INFORMATION

Two Stories AB/Tusenö
Risåsgatan 12
41307 Göteborg
Sweden

Reg. no: 559024-0569
VAT: SE559024056901

FREQUENTLY ASKED QUESTIONS

« DISCOVER MORE »