Fraktpolicy
This Shipping and Delivery Policy applies to purchases made from Scarlet Intimates, operated by Altoriq Group AB, company registration number 559583-4200.
Shipping and Delivery Policy
Last updated: 23 May 2026
At Scarlet Intimates, we work to provide a safe, secure and smooth delivery experience. This policy explains our shipping process, delivery estimates, tracking, customs handling, delayed parcels, unclaimed parcels, returns and complaints.
This policy applies to customers in Sweden, Norway, Denmark, Finland and other countries where Scarlet Intimates sells its products. Nothing in this policy limits or removes any mandatory consumer rights that apply under the law of your country.
1. Important information about delivery times
We always aim to process, ship and deliver orders as quickly as possible and within the delivery estimates shown on our website or at checkout.
Our current normal processing time is approximately 2 to 6 business days after you receive your order confirmation.
Our current normal delivery time is approximately 3 to 9 business days after the order has been shipped.
The total estimated time from order to delivery is therefore normally approximately 5 to 15 business days, including processing time and delivery time.
Delivery estimates are estimates and not guaranteed delivery dates unless we have expressly stated otherwise in writing.
Most orders are delivered within the estimated delivery window. However, in some cases, delivery may take longer due to circumstances outside our direct control.
2. External factors that may affect delivery
International logistics can be affected by events and conditions that are outside our direct control.
Examples of circumstances that may affect delivery times include:
- Carrier delays
- Customs processing
- Import processing
- High order volumes
- Campaign periods
- Peak season pressure
- Public holidays
- Weather disruptions
- Strikes or labor disruptions
- Security checks
- Temporary pressure in sorting centers
- Rerouting of transport routes
- Geopolitical events
- Armed conflicts, war or disruptions affecting international transport routes
- Technical issues with tracking updates
- Incorrect or incomplete delivery information provided by the customer
- Other events outside our reasonable control
During such periods, parcels may temporarily move through longer transport routes than usual, or remain between two tracking scans before the tracking updates again.
This does not automatically mean that the parcel is lost or that the order has stopped moving.
If a delay occurs, we will do our best to assist you, investigate the shipment and provide available tracking or delivery information.
3. Processing time
Orders are normally processed within 2 to 6 business days after the order confirmation has been sent.
We process orders Monday to Friday, excluding weekends and public holidays.
During periods of high order volume, campaigns, holidays or logistics pressure, processing may take slightly longer than normal.
If an item is temporarily unavailable at one warehouse, or if our logistics partners are experiencing high pressure, the order may be shipped from another warehouse or international logistics partner.
4. Shipping time
Normal delivery time is approximately 3 to 9 business days after the order has been shipped.
Delivery time may be affected by the carrier, sorting, local delivery conditions, customs processing, import processing, public holidays, weather conditions, security checks or other circumstances outside our direct control.
A delivery delay caused by a carrier, customs, international transport disruption, armed conflict, war, strike, security check or other external event does not automatically mean that the order is lost, cancelled or eligible for immediate refund.
If your parcel has not arrived within the estimated delivery period, please contact us so we can investigate the shipment and assist you.
5. Shipping method and delivery location
Orders may be shipped from our own warehouse, from a logistics partner or from an international warehouse depending on stock availability, delivery country, order volume and logistics capacity.
Most parcels are delivered to your mailbox, door, parcel locker or local pickup point, depending on the carrier and the delivery options available in your area.
If the carrier determines that delivery to your mailbox or door is not safe or possible, the parcel may be delivered to a nearby pickup point, parcel locker or service location.
You are responsible for collecting the parcel within the carrier’s stated collection period.
6. Tracking
You can track your order through the tracking page on our website by entering your order number and email address, or by using the shipment number if available.
If tracking is available for your order, tracking information is normally sent by email after the order has left the warehouse or logistics partner.
Please note that tracking can sometimes take time to activate after the order has been shipped, especially when the parcel is shipped through international logistics routes.
In some cases, tracking may not update for several days while the parcel is moving between carriers, countries, sorting centers or transport stages.
This does not necessarily mean that the parcel is lost or not moving. It often means that the parcel is between two tracking scans and will update again when it reaches the next logistics point.
7. Correct delivery information
The customer is responsible for providing complete and correct delivery information at checkout.
Please always check your name, address, postal code, city, country, phone number, email address and billing information before completing your purchase.
If you notice an error after placing your order, contact us as soon as possible at:
info@scarletintimates.com
We will try to correct the information before the order is processed, but we cannot guarantee changes after the order has entered processing or has been shipped.
If a parcel cannot be delivered because the customer provided incorrect, incomplete or outdated delivery information, the customer may be responsible for reasonable additional costs related to reshipping, address correction, return handling or failed delivery, where permitted by law.
8. Customs and import handling
For the countries we sell to, we work with logistics partners to handle the necessary shipping and import processes where applicable.
Unless otherwise clearly stated before purchase, the customer should not be required to pay additional customs duties or import fees upon delivery.
If you are unexpectedly asked to pay an import charge, customs fee or similar delivery related fee, please contact us before paying so we can investigate the matter with our logistics partner.
Customs processing, import handling and security checks may occasionally affect delivery time. Such delays are outside our direct control, but we will assist where reasonably possible.
9. If your parcel is delayed
If your parcel appears delayed, please first check the tracking information on our website or through the tracking link provided.
If tracking has not updated for several days, if the parcel appears to be stuck, or if you have not received the parcel within the estimated delivery period, contact us at:
info@scarletintimates.com
Please include your order number and the email address used for the order.
We will review the tracking information and, where necessary, contact the carrier or logistics partner to investigate the shipment.
During an investigation, the parcel may still be in transit, waiting for the next scan or being processed by a carrier, sorting center, customs or local delivery partner.
10. If your parcel may be lost
If there are clear signs that a parcel may be lost, we will start an investigation with the carrier or logistics partner.
A shipment investigation normally takes approximately 7 to 14 business days, depending on the carrier, route, country and type of issue.
During this period, we will assist you and keep you updated when new information becomes available.
If the parcel is confirmed as lost by the carrier or logistics partner, we will offer an appropriate solution, such as a replacement shipment or refund, in accordance with applicable law.
A parcel is not considered lost simply because tracking has not updated for a short period of time.
11. Unclaimed parcels
If a parcel is delivered to a pickup point, parcel locker or service location, the customer is responsible for collecting it within the carrier’s collection period.
An unclaimed parcel is not the same as a valid return or a valid use of the statutory right of withdrawal.
If a parcel is not collected and is returned to sender or to our logistics partner, we may deduct reasonable costs for shipping, return shipping, handling and administrative processing from any refund, where permitted by law.
If you still want the order to be shipped again, a new shipping cost may apply.
12. Returns
We offer a 365 day open purchase period for products that are completely unopened, unused, untried, unwashed, in original packaging, in new condition and with intact hygiene seal or hygiene protection.
Scarlet Intimates sells intimate hygiene products. For health and hygiene reasons, special return restrictions apply.
If a product is delivered with a hygiene seal, protective seal, protective packaging, security strip or other hygiene protection, the product cannot be returned under the right of withdrawal once that seal or protection has been opened, broken, removed or damaged after delivery.
Opened, tried, used, washed or otherwise handled intimate products cannot be returned or refunded unless the product is defective and you have a valid legal complaint.
For full information about returns, refunds, the statutory right of withdrawal, hygiene restrictions and our 365 day open purchase, please read our Return and Refund Policy.
13. Statutory right of withdrawal
As a consumer, you normally have a statutory 14 day right of withdrawal when buying online.
To use the right of withdrawal, you must clearly notify us within the withdrawal period.
For intimate hygiene products, the right of withdrawal does not apply once the hygiene seal or hygiene protection has been opened, broken, removed or damaged after delivery.
If the product is unopened, unused, untried, unwashed, in original packaging, in new condition and with intact hygiene seal or hygiene protection, you can contact us for return instructions at:
info@scarletintimates.com
This section does not limit your legal rights if the product is defective, damaged on arrival or not as described.
14. Return conditions
Before returning any product, you must contact us by email so we can provide the correct return instructions and return address.
info@scarletintimates.com
For a return to be accepted, the product must be:
- Unopened
- Unused
- Untried against the body
- Unwashed
- In original packaging
- In new and sellable condition
- Returned with intact hygiene seal or hygiene protection
- Returned with all labels, inserts, accessories and included items
- Free from stains, marks, hair, odor, moisture, damage and signs of use
Returns sent without prior contact, without order number, without proof of purchase or to the wrong address may be delayed, refused or impossible to identify.
15. Return shipping
The customer is responsible for return shipping costs for returns under the statutory right of withdrawal and our voluntary 365 day open purchase, unless otherwise required by law or agreed in writing.
We do not charge a separate fee for using the statutory right of withdrawal.
All returns must be sent using a trackable shipping method.
We strongly recommend that you keep the return receipt and tracking number until the return matter is fully completed.
Scarlet Intimates is not responsible for returns that are lost during transport if the customer sent the return without tracking, to the wrong address or without sufficient order information.
16. Complaints and defective products
If the product is damaged, defective or incorrect upon delivery, contact us as soon as possible at:
info@scarletintimates.com
Please include:
- Your order number
- A clear description of the issue
- Photos or video showing the defect
- Photos of the packaging if the parcel arrived damaged
If the complaint is approved, we will offer an appropriate solution in accordance with applicable consumer law. This may include replacement, repair, price reduction, refund or another suitable remedy depending on the situation and the applicable law.
A product is not considered defective simply because of normal wear and tear, incorrect washing, incorrect use, failure to follow care instructions, accidental damage, incorrect size selection, personal preference or minor differences in color, material or appearance.
17. Refunds
Refunds are normally issued to the original payment method after we have received and approved the return, or after a complaint has been reviewed and approved.
If you validly use your statutory right of withdrawal, we will refund the eligible amount without undue delay and no later than required by applicable law.
We may withhold the refund until we have received the returned product or until you have provided proof that the product has been returned, whichever occurs first.
After a refund has been issued, it may take additional time before the money appears in your account. Processing time depends on your bank, card issuer or payment provider and may take up to 14 business days.
For the exact payout date, please contact your bank, card issuer or payment provider.
18. Payment disputes and chargebacks
If there is an issue with your order, delivery, tracking, return, complaint or refund, please contact us first at:
info@scarletintimates.com
We will review the matter and assist you according to this policy, our Return and Refund Policy and applicable law.
Opening a payment dispute or chargeback before contacting us may delay the resolution because the matter may then need to be handled through the bank or payment provider process.
If a payment dispute or chargeback is opened, we may provide the payment provider, bank or dispute handler with relevant documentation, including order information, tracking information, delivery status, customer communication, return status, product information and policy terms.
19. Events outside our control
We are not responsible for delays or failure to perform obligations caused by events outside our reasonable control.
Such events may include carrier disruptions, customs delays, import processing, strikes, labor conflicts, extreme weather, natural disasters, pandemics, technical failures, cyber incidents, government actions, security checks, geopolitical events, armed conflicts, war, international transport disruptions or other circumstances outside our reasonable control.
If such an event occurs, we will do our best to reduce the impact and assist customers where reasonably possible.
20. Contact us
If you have questions about shipping, tracking, delivery, returns, complaints or anything else, contact us at:
info@scarletintimates.com
Scarlet Intimates is operated by Altoriq Group AB
Company registration number: 559583-4200
Postal address: Träslövsvägen 171R, Våning 1, 432 37 Varberg, Sweden
Please note that the postal address above is not a visiting address and should not be used for returns unless we have specifically instructed you to send a return there.