Frequently Asked Questions

1. Where do you deliver?

We currently deliver to eligible destinations throughout Europe.

Delivery availability may vary depending on the destination country, local carrier coverage, customs restrictions and product availability. The available delivery options will be shown during checkout.

2. How long does delivery take?

Estimated shipping time is generally 5–7 business days after dispatch.

Please note that this delivery estimate does not include order processing time. Delivery may occasionally take longer due to customs inspections, public holidays, carrier delays, severe weather or other circumstances outside our reasonable control.

3. How long does order processing take?

Orders are generally processed within 1–2 business days after they are successfully placed and confirmed.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

4. How can I track my order?

Once your order has been dispatched, tracking information may be sent to the email address used when placing the order.

Where available, the shipping confirmation may include:

• The carrier name;

• Tracking number;

• Tracking link; and

• Dispatch information.

Tracking information may take 24–48 hours to become active after shipment.

If you have difficulty tracking your order, please contact us at support@szawn.shop.

5. Do you offer Cash on Delivery?

Yes. Cash on Delivery may be available for eligible orders and destinations where this option is shown during checkout.

If you select Cash on Delivery, payment is made to the courier when the parcel is delivered.

The availability of Cash on Delivery may depend on the destination country, carrier, product and order value.

6. What payment methods do you accept?

Available payment methods will be displayed during checkout.

Depending on your location, available methods may include online payment options and Cash on Delivery.

Payment availability may vary according to the destination, currency and order amount.

7. Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

We will try to assist you, but once the order has entered processing or has already been dispatched, changes or cancellation may no longer be possible.

Any applicable statutory cancellation or withdrawal rights remain unaffected.

8. What should I do if I entered the wrong delivery address?

Please contact us immediately at support@szawn.shop if you notice an error in your delivery address.

If the order has not yet been dispatched, we may be able to update the address.

Once the parcel has been shipped, we cannot guarantee that the delivery address can be changed.

Additional shipping costs resulting from an incorrect address supplied by the customer may be the customer's responsibility where permitted by law.

9. What happens if my parcel is delayed?

Delivery delays may occasionally occur because of:

• Carrier congestion;

• Customs processing;

• Public holidays;

• Severe weather;

• Transportation interruptions;

• Incorrect delivery details; or

• Other events outside our reasonable control.

If your estimated delivery period has passed and the tracking information has not been updated for an extended period, please contact us at support@szawn.shop.

We will review the shipment and, where appropriate, contact the carrier.

10. What should I do if my parcel is lost?

If you believe your parcel may be lost, please first:

• Check the tracking information;

• Confirm your delivery address;

• Ask household members;

• Check reception areas or designated safe locations; and

• Contact the local carrier where appropriate.

If the parcel still cannot be located, please contact us with your order number.

If the shipment is confirmed as lost, we will provide an appropriate solution in accordance with our policies and applicable consumer law.

11. What should I do if my order arrives damaged?

Please inspect your order as soon as possible after delivery.

If the parcel or product is damaged, contact us promptly at support@szawn.shop and provide:

• Your order number;

• A description of the damage;

• Photos of the product;

• Photos of the outer packaging;

• A photo of the shipping label; and

• A video showing the issue where relevant.

Please keep the original packaging until the issue has been reviewed.

12. What if I receive the wrong product?

If you receive an incorrect product, please contact us promptly.

Include your order number and clear photographs showing the product received and the shipping label.

After reviewing the issue, we may arrange an appropriate replacement, return or refund.

13. What if part of my order is missing?

If your parcel arrives with missing products, accessories or components, please contact us at support@szawn.shop.

Please provide:

• Your order number;

• Photos of all products received;

• Photos of the outer packaging; and

• A photo of the shipping label.

We will review the issue and provide an appropriate solution.

14. What is your return period?

We offer a 30-day return policy, meaning that eligible customers may request a return within 30 days after receiving the product, subject to the conditions stated in our Return & Refund Policy.

The product should generally be returned:

• In the condition in which it was received;

• Unused or unworn;

• With original accessories and components; and

• In its original packaging where reasonably possible.

Proof of purchase may also be required.

15. Do European customers have a 14-day right of withdrawal?

Consumers in the European Union and European Economic Area (EU/EEA) may have a statutory 14-day right of withdrawal for eligible distance purchases.

Where this right applies, the customer may withdraw from the purchase without providing a reason within the applicable statutory period.

This statutory right is separate from our voluntary 30-day return policy.

16. Who pays the return shipping costs?

If a consumer exercises the applicable 14-day statutory right of withdrawal, the consumer is generally responsible for the direct cost of returning the goods, provided that this responsibility was properly communicated before purchase.

Customers are also generally responsible for return shipping costs for voluntary change-of-mind returns under our 30-day return policy.

However, reasonable return shipping costs will normally be covered by us where the return is caused by:

• A defective product;

• A product damaged during delivery;

• An incorrect product;

• Missing components; or

• Another confirmed error attributable to us.

17. How do I request a return?

Before returning any product, please contact:

Email: support@szawn.shop
Telephone: +45 44 73 54 37

Please include:

• Your order number;

• The email address used for the order;

• The product you wish to return; and

• The reason for the return.

Please contact us before shipping a return so that we can provide the applicable return instructions.

18. Where should returns be sent?

Unless otherwise instructed by our customer support team, eligible returns should be sent to:

TBJ Outdoor
C/O Torben Jensen
Smingevej 27C
8600 Silkeborg
Denmark

Please contact us before shipping a return so that we can provide the appropriate return instructions.

19. When will I receive my refund?

Once a returned product has been received and inspected, we will notify you whether the refund has been approved.

For voluntary returns under our 30-day return policy, approved refunds are normally processed to the original payment method within 10 business days after approval.

Where the statutory EU/EEA withdrawal right applies, refunds will be handled within the applicable statutory period.

Your bank, card issuer or payment provider may require additional time to display the refund.

20. Are customs duties or import taxes included?

Orders shipped across national borders may be subject to customs duties, VAT, import taxes or other charges imposed by the destination country.

Where such charges are included in the purchase price, this will be stated during checkout.

Unless expressly stated otherwise, responsibility for duties, taxes or other charges will be determined by the information provided during checkout and applicable law.

21. Can I refuse a Cash on Delivery parcel?

If you selected Cash on Delivery and no longer wish to receive the order, please contact us as soon as possible before delivery.

Repeated or unjustified refusal of Cash on Delivery parcels may result in restrictions on future Cash on Delivery orders where permitted by applicable law.

Any statutory consumer rights remain unaffected.

22. How do I contact customer service?

For product questions, order enquiries, delivery issues, returns, refunds or other customer service matters, please contact:

Company / Organization: TBJ Outdoor
Responsible Person: Torben Bønneland Jensen
Brand: szawn
CVR Number: 42956368
Website: szawn.shop
Email: support@szawn.shop
Telephone: +45 44 73 54 37

Address:
C/O Torben Jensen
Smingevej 27C
8600 Silkeborg
Denmark

Postal Code: 8600
City: Silkeborg
Country: Denmark

When contacting us about an order, please include your order number so that we can assist you more efficiently.