Shipping & returns

Where we ship

We ship to every EU country, and shipping is free. Checkout will not accept an address outside the EU; if you are elsewhere and want a piece, write to store@askenback.com and we will tell you honestly whether we can arrange it.

How long it takes to make

If your piece is in stock, it is dispatched within 48 hours of your payment being confirmed. Pieces cut and stitched to order take longer — we email you an expected dispatch date, and if the workshop is going to miss it, you hear from us before that date rather than after.

Regardless of the workshop, delivery always happens within 30 days of your order unless we have agreed something else with you in writing.

Carrier, transit time and cost

The carrier depends on the destination country — we pick a tracked option suited to where the parcel is going. Shipping is free within the EU, so the total you see at checkout is the total you pay. Tracking is emailed to you when the parcel is handed over.

The parcel is our responsibility until you have it in your hands. If it is damaged in transit or never turns up, tell us — we chase the carrier, and you get a replacement or your money back.

Uncollected parcels

Leaving a parcel uncollected is not the same as using your right of withdrawal — please email us instead, it is quicker for both of us. If a parcel comes back to us because it was never collected, we refund the price of the goods but have to keep the actual outbound and return carrier costs we paid.

Changing your mind — 14-day right of withdrawal

As a consumer you have 14 days to withdraw from a distance purchase under the Swedish Distance and Off-Premises Contracts Act (lag (2005:59) om distansavtal och avtal utanför affärslokaler), no reason needed. The 14 days start the day you, or someone you nominated other than the carrier, take physical possession of the goods. If your order arrives in several parcels, they start with the last one.

How to do it

• Tell us within the 14 days. An email to store@askenback.com with your order number and a clear statement that you are withdrawing is enough. You may also use the standard withdrawal form published by the Swedish Consumer Agency at konsumentverket.se. Simply posting the goods back without telling us first does not count.
• Send the goods back within 14 days of telling us, to One Man Empire AB, Åsögatan 176, 116 32 Stockholm, Sweden. Include the order number in the parcel.
• You pay the return postage. Use a trackable service and keep the receipt — the goods are your responsibility until they reach us.
• Pack it as it came, with the dust bag and any tags. You are welcome to examine the piece the way you would in a shop. If it has been handled beyond that — carried, marked, scented, scratched — we may deduct an amount matching the reduction in value.

Your refund

We refund within 14 days of receiving your withdrawal notice, using the same payment method you paid with, at no fee. We may hold the refund until the goods are back with us or you have shown proof that they were sent. The refund includes the original delivery cost you paid, up to the cost of the cheapest standard delivery we offer — if you chose a faster option, that extra is not refunded.

When it does not apply

There is no right of withdrawal for goods made to your specification or clearly personalised: a commission in dimensions or a leather we do not sell as standard, or a piece stamped with your initials. A standard piece from the shop is not "personalised" just because it was made after you ordered — those keep the full 14 days. If an order of yours falls outside the right of withdrawal we will say so in writing and ask you to confirm before any leather is cut.

If something is faulty — complaints

A separate right, and a much longer one. Under the Swedish Consumer Sales Act (konsumentköplagen (2022:260)) you can complain about a fault for three years from delivery, whether or not the 14 days have passed.

• Email store@askenback.com with your order number, what is wrong and a photo or two. Do not send anything back before we have replied — we will tell you where to send it and cover the postage.
• Complain within a reasonable time of discovering the fault. Anything you report within two months of noticing it is always in time.
• A fault appearing in the first two years is presumed to have been there at delivery unless we can show otherwise. After that, you may need to show that it was.
• Where the complaint holds, we repair or replace the piece — your choice, unless one of the two is impossible or disproportionately costly. If neither works within a reasonable time and without significant inconvenience to you, you can get a price reduction or cancel the purchase and be refunded.

Not faults: the natural variation, growth marks and colour shifts of vegetable-tanned leather, the patina it develops with use, normal wear, and damage from accidents, misuse or alterations made after delivery.

Repairs outside the complaint right

A worn strap or a tired stitch line is not something to throw a bag away over. Even when a piece is well past the three years, or the damage is your own doing, write to us — where we can repair it we will quote you for the work and the postage.

If we cannot agree

Write to us first. If that does not settle it, you can take the dispute free of charge to Allmänna reklamationsnämnden (ARN), Box 174, 101 23 Stockholm, arn.se, within one year of your first complaint to us. We take part and follow their recommendations. Consumers in other EU countries can get help from the European Consumer Centre network — in Sweden, Konsument Europa at konsumenteuropa.se. The full dispute clause is in the terms of purchase.