FAQ
CONTACT
How can l contact your customer service team?
You are welcome to contact us at any time, our customer service is ready to help you!
I contacted your customer service, when should l expect a response?
We respond to all emails as soon as possible. Our goal is to respond to all consumers within 24 hours, however we often experience delays over the weekend and during peak times.
HOW TO CREATE A USER PROFILE
Do l need to register?
Registration is not required. If you plan to make regular purchases through our site, we recommend that you register. Our registration process is fast and free.
Why should i become a registered user?
You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you direct us otherwise. You can browse, shop and, if necessary, complete your order at a later time. Please note that placing items to your shopping bag for purchase at a later time does not guarantee item availability.
How do l register?
Visit our homepage and at the top of the page you'll find create account.
I have forgotten my account password, what can l do now?
If you have forgotten your account password, please follow the LOG IN procedure and then click on the ”Forgot your password” link and by entering your email address, we will send you an email to reset your password.
How can I log out/log off?
Click on your profile at the top right and log out via "Logout". You will only be logged out on the specific device. If you use your account from different devices, you will still be logged in on the others.
How can I change my personal data?
Log in to your account by click on the my account located at the top of the screen. Once you`re in the ”my Account” section, you will be able to change your password, update your billing and shipping information.
PRODUCTS
How does it work?
Every design on DEAD S p a r r o w's products is unique and created by ourselves.
We don`t have stock or surplus range, each product is printed to order. We will also not have sales or seasonal collections and we are not interested in trends. We want to make smart choices to reduce our climate impact and consumption.
However, this means that the delivery time is a little longer than normal, but at the same time enables us to be quick to vary the range based on wishes and needs.
Does the products look exactly like the ones in the pictures?
There may sometimes be minor differences in the design/finish of the product. The images on the website are taken from samples and sometimes there are small detail changes of the item, such as difference in color reproduction. In addition, colors may vary depending on your display device.
How do l know what size to choose?
You will find our size guide under the product description. Start by clicking on the product you are interested in, scroll down and at the bottom of the page you will find the size guide. If you want information on how to take measurements, read measurement guide.
ORDER
How do l order?
Please select the product/s you want to order. Click on product photo or product name to view more detailed information. To place your order, select the specification you want, e.g. color, size and quantity. Add to your cart. To access your shopping cart at any time, click the shopping cart icon. When you are ready to order, proceed to checkout. At the checkout you will be given an opportunity to review your order, including the country of delivery, to make any amendments prior to placing an order. To place an order for products on the website, you should press the ‘pay now’ at the end of the checkout process. You will receive an order confirmation email detailing the products you have ordered. This email does not constitute our acceptance of your order. Order acceptance will take place on the dispatch of your products ordered. Once you order is ready to go, we hand it over to the carrier and send you a shipping confirmation email with a tracking number. You can click on that number to see the latest updates on your shipment`s location via our tracking page.
If you need assistance please contact us.
NOTE;
If the order is placed on a Thursday/Friday, the package will be sent the following Monday.
What type of emails will l receive about my order?
Order confirmation:
This confirms that we have received your requested order. All orders are subject to availability. If an item is not available after the order is placed, we will contact you and provide you a refund for the incomplete /canceled order.
Shipping confirmation:
This is sent once your order has been dispatched from our store. You will receive a tracking number that will allow you to follow your order. The tracking information may take up to 24-48 hours to update in the carrier's system.
Order return and refund:
Once we've received your returned order, we'll perform any necessary inspections. You will receive an email to confirm whether your return matches all requirements, at that point we'll issue a refund for the item(s).
Where can I find information about the product?
We always do our best to assist with as much information as we can in the product description. You are welcome to contact us if you want more information than what is in the product description.
Can l try before buying?
Unfortunately, it is not possible to try an item before it is purchased.
Can l cancel my order?
Once the order is confirmed, we cannot make any amendments or cancellations. We try to have a very fast handling procedure to meet our delivery times. According to your right of withdrawal, you can return the goods within 14 days.
I put the wrong address in my order, what should l do?
We make our best effort to process orders within one working day and therefore, we are unable to change the delivery address once you have placed your order. Please check your order carefully before sending it, make sure that your contact details and delivery address are correct.
If you have any questions, please contact us.
I have not received my order confirmation, what should l do?
Sending order confirmations can sometimes take up to 24 hours due to high demand. If you have not received your order confirmation email after 24 hours, please contact us.
Can l add an item after l have placed my order?
Once the order is confirmed, it is almost impossible to make any amendments or cancellations. We try to have a very fast processing procedure to fulfill our delivery times. If you want to order additional item(s), please place a new order online.
Why has my order been cancelled?
Your order may have been cancelled due to issues related to your credit card. We kindly ask you to contact your bank for further details.
PAYMENT
What forms of payment do you accept?
We accept Klarna, American Express, MasterCard, MasterCard Debet, PayPal, Visa, Visa Electron, Visa Debet and Maestro. You'll find payment options at checkout.
Why was l charged twice?
You will only be charged for what you purchased. If you see duplicate charges, please give it a few days until the issue gets rectified automatically. However, if it still remains and you are positive you only placed one order, please contact us and attach a screenshot of the duplicate charge with your message and wait for further assistance.
Why has my card been declined?
Your card may have been declined for one of the following reasons:
If none of these reason apply to you, we're happy to assist you.
Please contact our customer service.
DELIVERY
When will I receive my order?
Since each order is unique, we can never guarantee the general delivery time for all orders.
We do our best to process orders within one working day and ship within 2–3 working days. Deliveries are made during normal business hours, Monday to Friday, excluding weekends and public holidays. Please note that the delivery time is not the same as the manufacturing time and that payment authorizations may delay the delivery time by a few extra days. Also, personalized products, destination, holidays and other circumstances may extend the delivery time.
How can l track my package?
Once your order has been fulfilled, you will receive an email with a tracking number. You can click on that number to see the latest updates on your shipment`s location.
It can take the carrier between 24–48 hours to update the tracking information in their system after you have received the shipping confirmation email. If you click on your tracking number and there is no information available, please check back later.
I have only received part of my order, where is the rest?
Have you ordered several products on the same order? The products may be shipped from different suppliers and therefore with different shipping companies. After your purchase, you will receive a confirmation of this by email. When your packages are on their way to you, you will receive a separate email with the shipment ID for each package. Our system determines on a case-by-case basis whether it is possible to make partial deliveries. We offer this delivery method to give you even better service with faster delivery.
I received incorrect items in my order, what should i do?
We apologize for sending an item that you did not order, please contact us within 48 hours of receiving your order.
My package arrived defective/damaged, what should l do?
If you have received a defective or damaged product, please contact us, within 48 hours of receiving your order, so that we can take care of this for you.
What happens with uncollected packages?
Packages that are refused, not collected or sent to the wrong address will not be refunded and a shipping and handling fee of 20§ will be added.
NOTE
We at Dead Sparrow shop is not responsible for deliveries that are affected by customs, natural occurrences, air and ground transportation strikes and delays, or extra fees and back-end charges once the package has exited from our store.
RETURN
What is your return policy?
We allow you to return your items within 14 days of receiving your package. We reserve the right not to accept unreported/unauthorized return. Please read more about this in our Refund policy.
What is your exchange policy?
We only replace items if they are defective or damaged. If you have received an incorrect product, we recommend you to contact us.
Will you pay for the shipping costs?
We cover the shipping costs for orders fully returned due to wrong, faulty or damaged items.
When will l receive my refund?
Your refund will be processed as soon as the item(s) you have returned are inspected by us. Once the return has been approved, it can take up to 14 daysfor the refund to be made by Dead Sparrow online shop to your payment services provider (for example your credit card supplier). Please note: the time for a payment services provider to refund you can vary depending upon the provider.
Could not find the answer to your question? Please contact us.
