Frequently Asked Questions

CLICK ON YOUR QUESTION BELOW FOR AN ANSWER

Products

Are the products authentic designer brand goods?
Are all products this season’s styles?
Are all products new and unused?

Orders

How do I place an order online?
Can I place an order over the telephone?
How do I find the right size?
What should I do if my billing and shipping address are different?
Why was my order cancelled?

Payment, Duties, and Taxes

Which payment methods do you accept?
What does DDP mean?
Is my country shipped on a DDP (Delivery Duty Paid) basis?
My country is not on the DDP (Delivery Duty Paid) list, are prices shown excluding import taxes, duties and fees?
My country is not on the DDP (Delivery Duty Paid) list, how much import duties and taxes will I have to pay?

Shipping and Delivery

How long does it take for delivery?
Do you ship to my country?
How do you ship my order?
How much will I be charged for shipping?
Can I track my order?
Is my package insured?
Do you ship on weekends and national holidays?
From where will my order be dispatched?

Return and Exchanges

What is your return policy?
Can I exchange an item for a different item?
When will I receive a refund for my return?

General Questions

What should I do if I forget my password?
How can I contact Savannahs.com?
What should I do if I receive a damaged/wrong/or faulty product?
Is my personal information kept private and secure?


Products


Are the products authentic designer brand goods?
Yes. All items available at Savannahs.com are original designer items bought directly from each designer brand. We are official resellers of all our represented brands, both in our store on Birger Jarlsgatan 1 in Stockholm, and online at Savannahs.com.

Are all products this season’s styles?
All products sold without discount are either from this season, or each designer’s classic styles that are carried over from one season to the next. Fashion styles from previous seasons are discounted during sales periods and/or can be found in our OUTLET section.

Are all products new and unused?
All items sold at Savannahs.com are new and unused.

Orders


How do I place an order online?
1. You can browse our selection of products by sorting by new arrivals, designer, type of product, or outlet. You can also search for a specific style in our search box. To make your shopping experience even more pleasant and accessible, you can use our filters under each category to find the right size, colour, or designer.
2. Once you have found that perfect pair or piece, simply select your size and click ADD TO BAG. If the item is sold upon request, select your size, enter your email address and click SEND. A customer service representative will contact you shortly with a link that will take you to check-out.
3. To view the items in your shopping bag, click BAG at the top right hand corner of the page. You can always remove items from your shopping bag before checking out.
4. If you are a registered member, log-in and click PURCHASE NOW. If you are not a registered member or wish to check-out as a guest, enter the requested information and click PURCHASE NOW.
5. Enter your credit/debit card information and click PROCEED WITH PAYMENT to complete your order.


Can I place an order over the telephone?
We do not accept orders over the telephone. However, you may contact us at +46-8-611 0062 and we will assist you through the purchase process weekdays 10am-6pm (GMT+1).


How do I find the right size?
Sizing may vary between designers. We recommend that you take a look at the size chart on each product page.


What should I do if my billing and shipping address are different?
If you are a first time customer and have a separate delivery and billing address, place your order with the address that you wish to have your order shipped. Please note, that we may contact you for further security information to help us verify the use of your card.


Why was my order cancelled?
You will receive a cancellation notification by email if your order is cancelled. In most cases, an explanation will be provided in the email. However, in some cases an explanation is not provided and cannot be requested.

Payment, Duties, and Taxes


Which payment methods do you accept?
We accept VISA, MasterCard, and American Express.


What does DDP mean?
DDP means Delivery Duty Paid. This means that Savannahs.com pays for all necessary import duties, taxes, and fees. These costs are included in the prices shown at Savannahs.com. If your country is not shipped on a DDP basis, you will be responsible for any import duty, taxes, and fees at import which will be invoiced separately through our courier.


Is my country shipped on a DDP (Delivery Duty Paid) basis?
The following countries are shipped on a DDP (Delivery Duty Paid) basis:

Australia, Austria, Bahrain, Belgium, Brunei, Bulgaria, Canada, Chile, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, India, Ireland, Italy, Japan, Kuwait, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Monaco, Netherlands, New Zealand, Norway, Oman, Philippines, Poland, Portugal, Qatar, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Thailand, United Arab Emirates, United Kingdom, United States, Venezuela


My country is not on the DDP (Delivery Duty Paid) list, are prices shown excluding import taxes, duties and fees?
Yes. Customer residing outside of these countries are shown prices without taxes and duties. Applicable import taxes, duties, and fees will be applied on import and invoiced separately through our courier FedEx.


My country is not on the DDP (Delivery Duty Paid) list, how much import duties and taxes will I have to pay?
Custom policies vary considerably between countries. We recommend that you contact your local customs office for further information. To ensure fast delivery, any custom duties and taxes imposed by your government will be paid for on your behalf by our courier FedEx and you will be responsible for these charges. You will receive a separate invoice by FedEx for any applicable custom duties, taxes, and fees.

Shipping and Delivery


How long does it take for delivery?
Estimated shipping times:
Europe 3-5 days
United States 4-6 days
Rest of the World 5-8 days


Do you ship to my country?
Savannahs.com ships to over 150 countries worldwide. If you are unsure of whether we ship to your country, contact us at info@savannahs.com. Unfortunately, we do not ship to Russia or Indonesia.


How do you ship my order?
All orders are shipped using our shipping partner FedEx.


How much will I be charged for shipping?
Coming soon...


Can I track my order?
Yes. When your order is dispatched, you will receive a Shipping Confirmation email with a link to track your order with FedEx.


Is my package insured?
Savannahs.com insures each purchase during the time it is in transit until it is delivered. A signature is required at the delivery address, at which point, responsibility passes to you.
Please ensure to follow our return instructions carefully for the insurance to be valid.


Do you ship on weekends and national holidays?
Savannahs.com processes and dispatches orders during business hours, excluding Swedish national holidays. Our regular business hours are Monday-Friday 10am-6pm (GMT+1).


From where will my order be dispatched?
All orders are dispatched from our store in central Stockholm, Sweden.

Return and Exchanges


What is your return policy?
You can view our full Returns Policy here.


Can I exchange an item for a different item?
No. We can only exchange an item for the same item in a different size, when available.


When will I receive a refund for my return?
Savannahs.com aims to process all returns within 3 business days from the day it was returned. It may take a few days between the receipt of your returned merchandise and the return/refund process. Refunds for orders placed with a credit card will appear on the client’s next billing statement after a minimum of 30 days from the date of the refund.
Please note that returns from countries not on the DDP (Delivery Duty Paid) list, will not have any import duties, taxes, or fees invoiced by FedEx refunded automatically. Please contact your local customs authorities about such refunds.

General Questions


What should I do if I forget my password?
You will find instructions on how to reset your password when you click Log In.


How can I contact Savannahs.com?
We are ready to assist you with your questions and queries Monday to Friday from 10am-6pm (GMT+1). Please feel free to send us an email at info@savannahs.com.


What should I do if I receive a damaged/wrong/or faulty product?
We hope this never happens but if it does, please contact info@savannahs.com immediately for assistance.


Is my personal information kept private and secure?
We keep all the information you share with us private and confidential. At no point will we share, rent, or sell your personal information without your consent. In order to register for our newsletter at Savannahs.com, we will need to know your email address. To process orders online, we will also require the following information: your name, billing address, shipping address, telephone number, credit card number, and expiration date. We will use your billing and credit card information to process your order and inform you of its delivery. Please note that Savannahs.com does not keep your credit card details on the Savannahs.com website, and these details are therefore protected from any breach of security at the Savannahs.com website. We may also use information we collect to inform you of new arrivals and services via email. If you do not wish to receive these emails, please click the ‘unsubscribe’ link at the bottom of the email message you have received. Navigational information is used for internal purposes only to enhance the customer shopping experience and site usability and is not shared with any outside parties. Financial information is used to check the user’s qualifications and to bill the user for the purchased goods.