CUSTOMER SERVICE & FAQ
Do you have questions about your order, our products or anything else? Below you will find the answers to most common questions.
Shipping & Delivery
Duties & taxes for other countries outside of EU
Orders shipped to countries outside of the EU, UK or Norway may be subject to local VAT, import duties and/or taxes, which are levied once your package reaches your delivery address. The VAT will be based on your total order value, regardless of your order being subject to a campaign. It should be noted that STIGA Sports has no control over these charges and, since these charges are different in different countries, STIGA Sports cannot predict the amount. Please contact your local customs and/or tax office for more information about these charges.
When you place an order with us from outside of the EU, you are agreeing to pay the tax and duty charges that are specific to your country. It is the customers responsibility to pay for tax and duty charges. Before delivery, customs/your courier will contact you to pay these charges. You will not receive your order without paying. An order can not be cancelled or returned unless these charges have been cleared. Failure or refusal to pay these charges may result in the shipment being returned to us or disposed of by the carrier or local authorities. In such cases, you will not be entitled to a refund.
Where is my order?
To find out about delivery times, please click HERE.
Once your order has been shipped, you will receive an email with your tracking number. Please note that if you have ordered multiple products, they may be shipped in separate packages.
If you haven’t received your shipping email, please check your spam folder.
How long is the delivery time and how much does shipping cost?
This depends on your chosen delivery method. Read more about shipping and delivery HERE.
Do you offer free shipping?
At this time, we’re unable to offer free shipping to destinations outside the EU. Shipping costs may vary depending on the destination and will be clearly displayed at checkout.
We appreciate your understanding and are happy to help if you have any questions about shipping to your country.
What if a product is missing from my order?
Please complete the form which you will find under "Contact us".
What happens if I don't pick up my package?
If you do not collect your parcel, or if you refuse or fail to pay any applicable VAT, customs duties or other import charges, the parcel may be returned to us by the carrier.
Please note that **no refund will be issued for orders returned to us for these reasons**.
Any VAT, customs duties, import fees or other charges applicable to your shipment are determined and collected by the carrier and/or the relevant local authorities. These charges are not collected by STIGA Sports and are the responsibility of the customer.
If you wish to return your order, you must first collect the parcel, pay any applicable import charges, and then return the order according to our return instructions HERE. **The customer is responsible for the full cost of the return shipping.**
Parcels are normally held by the carrier or parcel agent for 7–14 days, depending on the shipping method, before being returned to us.
Order & Payment
Can I change my order/delivery once I've placed it?
Once an order has been placed, it will be handled immediately to ensure that you receive it as quickly as possible. Therefore, we cannot delete or change your order.
Where do I enter the discount code?
At checkout, click on ‘I have a discount code’, then paste your code and click ‘Apply’. Please make sure the discount is visibly deducted from the total before completing your order.
Once an order is placed, we’re unfortunately unable to apply discount codes retroactively, as stated in our purchase terms.
Can I shop as a business customer?
Unfortunately, we do not offer this outside of Sweden.
What payment methods do you accept?
See all our payment methods at this link.
Return & Claim
How do I return a product?
For returns from countries outside the EU, you are responsible for arranging and paying for the return shipment to STIGA Sports in Sweden.
Follow these simple steps to make a return to us:
Register the return: Click the link below to access our return portal and log in with your order number (found in your order confirmation) and your email address.
Select products: Mark the products you want to return and specify the reason for the return (this helps us improve our products).
After registering your return, you will receive the return address and the information you need to send your parcel back to us. Pack the item in its original packaging if possible.
Please use a trackable shipping service and make sure the shipment is declared as **returned goods**. You are responsible for all costs associated with the return shipment, including shipping, export, customs and carrier fees that may apply.
Please do not send your return before registering it through our return portal.
Click here to access the STIGA Return Portal
When will my return be refunded?
Refunds will be processed within 10 business days of receiving the return, and you will receive a confirmation email when this has happened.
Refunds will be processed via the same payment method you used to make the purchase.
How do I exchange a product?
When replacing a product, place a new order for the desired size/product. This reduces the risk of the product being sold out in the meantime and you will receive it much faster.
The product(s) that you wish to exchange should be returned in accordance with our return terms and conditions, which you can find HERE.
The amount for the returned order will be refunded when the return is received and processed.
How do I complain about a product?
Please complete the complaints form which you will find under "Contact us".
NOTE: If you have purchased the product from one of our retailers, you must contact the store/customer service directly.
Spare Parts
Do you offer spare parts?
We constantly strive to manufacture environmentally friendly and sustainable products and thus offer a wide range of spare parts for our products in the following categories:
TABLE TENNIS
SNOWRACER
SCOOTER & KICKBIKE
TABLE GAMES
We apologize if we do not have spare parts available for your particular product but are constantly working to improve our range so please do not hesitate to contact us through our form with requests and feedback.
Ambassador
How do I become a STIGA ambassador?
Read more and apply for the STIGA Sports ambassador program here.
Retailer
How do I become a retailer?
Please email us at: stiga@stigasports.se.
Contact us
Contact us using the form below, and we will get back to you shortly.
Contact us using the form below, and we will get back to you shortly.
