Shipping policy

This Shipping and Delivery Policy applies to purchases from Scarlet Intimates, operated by Altoriq Group AB, company registration number 559583-4200.

Shipping and Delivery Policy

Last updated: 23 May 2026

At Scarlet Intimates, we work to provide a safe, secure and smooth delivery experience. This policy explains the shipping process, delivery estimates, tracking, customs processing, delayed packages, unclaimed packages, returns and complaints.

The policy applies to customers in Sweden, Norway, Denmark, Finland and other countries where Scarlet Intimates sells its products. Nothing in this policy limits or waives mandatory consumer rights under the laws of your country.

1. Important information about delivery times

We always strive to process, dispatch and deliver orders as quickly as possible and within the delivery-time estimates shown on the website or at checkout.

Our current standard processing time is approximately 2 to 6 business days after you receive the order confirmation.

Our current standard delivery time is approximately 3 to 9 business days after the order has been dispatched.

The total estimated time from ordering to delivery is therefore normally approximately 5 to 15 business days, including processing time and delivery time.

Delivery estimates are estimates and not guaranteed delivery dates, unless we have expressly stated otherwise in writing.

Most orders are delivered within the estimated delivery time. In some cases, however, delivery may take longer due to circumstances beyond our direct control.

2. External factors that may affect delivery

International logistics may be affected by events and circumstances beyond our direct control.

Examples of circumstances that may affect delivery times:

  • Carrier delays
  • Customs processing
  • Import processing
  • High order volumes
  • Promotional periods
  • Peak-season pressure
  • Public holidays
  • Weather disruptions
  • Strikes or labor disputes
  • Security checks
  • Temporary pressure on sorting centers
  • Changes to transport routes
  • Geopolitical events
  • Armed conflicts, war or disruptions affecting international transport routes
  • Technical problems with tracking updates
  • Incorrect or incomplete delivery information provided by the customer
  • Other events beyond our reasonable control

During such periods, packages may temporarily follow longer transport routes than usual or be between two tracking scans before tracking is updated again.

This does not automatically mean that the package is lost or that the order has stopped moving.

In the event of a delay, we will do our best to assist you, investigate the shipment, and provide available tracking or delivery information.

3. Processing time

Orders are normally processed within 2 to 6 business days after the order confirmation has been sent.

We process orders Monday to Friday, excluding weekends and public holidays.

During periods of high order volumes, campaigns, holidays, or logistics pressure, processing may take slightly longer than usual.

If an item is temporarily unavailable at one warehouse, or our logistics partners are experiencing high demand, the order may be shipped from another warehouse or an international logistics partner.

4. Delivery time

The normal delivery time is approximately 3 to 9 business days after the order has been shipped.

The delivery time may be affected by the carrier, sorting, local delivery conditions, customs clearance, import processing, public holidays, weather conditions, security checks, or other circumstances beyond our direct control.

A delivery delay caused by the carrier, customs, disruptions in international transport, armed conflict, war, strikes, security checks, or other external events does not automatically mean that the order is lost, cancelled, or gives rise to an immediate right to a refund.

If the package has not arrived within the estimated delivery time, please contact us so that we can investigate the shipment and assist you.

5. Shipping method and delivery location

Orders may be shipped from our own warehouse, a logistics partner, or an international warehouse, depending on inventory levels, destination country, order volume, and logistics capacity.

Most packages are delivered to the mailbox, door, parcel locker, or a local collection point, depending on the carrier and the delivery options in your area.

If the carrier considers that delivery to the mailbox or door is not safe or possible, the package may be delivered to a nearby collection point, parcel locker, or pickup location.

You are responsible for collecting the package within the collection period specified by the carrier.

6. Tracking

You can track the order via the tracking page on our website by entering the order number and email address, or use the shipment number if available.

If the order has tracking, the tracking information is normally sent by email after the order has left the warehouse or logistics partner.

Please note that it may sometimes take time for tracking to become active after dispatch, particularly when the package follows international logistics routes.

In some cases, tracking is not updated for several days while the package moves between carriers, countries, sorting centers, or transport stages.

This does not necessarily mean that the package is lost or not moving. It often means that the package is between two tracking scans and will be updated again when it reaches the next logistics point.

7. Correct Delivery Information

The customer is responsible for providing complete and correct delivery information at checkout.

Always check the name, address, postal code, city, country, telephone number, email address, and billing information before completing the purchase.

If you discover an error after placing the order, contact us as soon as possible at:

info@scarletintimates.com

We will attempt to correct the information before the order is processed, but cannot guarantee changes after processing has begun or the order has been shipped.

If a package cannot be delivered because the customer has provided incorrect, incomplete, or outdated delivery information, the customer may be responsible for reasonable additional costs for reshipment, address correction, return handling, or failed delivery where permitted by law.

8. Customs and Import Processing

For the countries to which we sell, we cooperate with logistics partners regarding the necessary shipping and import processes where applicable.

Unless otherwise clearly stated before purchase, the customer should not have to pay additional customs duties or import fees upon delivery.

If you are unexpectedly asked to pay an import duty, customs duty, or similar delivery-related fee, contact us before paying so that we can investigate the matter with our logistics partner.

Customs clearance, import processing, and security checks may occasionally affect delivery times. Such delays are beyond our direct control, but we will assist where reasonably possible.

9. If Your Package Is Delayed

If the package appears to be delayed, first check the tracking information on our website or via the tracking link you received.

If the tracking has not been updated for several days, the package appears to be stuck, or you have not received the package within the estimated delivery time, contact us at:

info@scarletintimates.com

Provide the order number and the email address used for the order.

We review the tracking information and contact the carrier or logistics partner to investigate the shipment where necessary.

During an investigation, the package may still be in transit, awaiting the next scan, or being processed by the carrier, sorting center, customs, or local delivery partner.

10. If Your Package May Be Lost

If there are clear signs that a package may be lost, we will initiate an investigation with the carrier or logistics partner.

A shipment investigation normally takes approximately 7 to 14 business days, depending on the carrier, route, country, and type of problem.

During this period, we will assist you and keep you updated when new information becomes available.

If the carrier or logistics partner confirms that the package is lost, we will offer an appropriate solution, such as a replacement shipment or refund, in accordance with applicable law.

A package is not considered lost merely because tracking has not been updated for a short period.

11. Uncollected packages

If a package is delivered to a collection point, parcel locker, or pickup location, the customer is responsible for collecting it within the carrier's collection deadline.

An uncollected package is not the same as a valid return or valid exercise of the statutory right of withdrawal.

If a package is not collected and is returned to the sender or our logistics partner, we may deduct reasonable costs for shipping, return shipping, handling, and administrative processing from any refund where permitted by law.

If you still want the order to be shipped again, a new shipping fee may apply.

12. Returns

We offer a 365-day open purchase policy for products that are completely unopened, unused, untried, unwashed, in their original packaging, in new condition, and with the hygiene seal or hygiene protection intact.

Scarlet Intimates sells intimate hygiene products. For health and hygiene reasons, special restrictions apply to returns.

If a product is delivered with a hygiene seal, protective seal, protective packaging, security strip, or other hygiene protection, the product cannot be returned under the right of withdrawal after the seal or protection has been opened, broken, removed, or damaged after delivery.

Intimate products that have been opened, tried, used, washed, or otherwise handled cannot be returned or refunded, unless the product has a defect and you have a valid statutory defect claim.

For full information about returns, refunds, the statutory right of withdrawal, hygiene restrictions, and our 365-day open purchase policy, please read our Returns and Refunds Policy.

13. Statutory right of withdrawal

As a consumer, you normally have a statutory 14-day right of withdrawal when purchasing online.

To exercise the right of withdrawal, you must clearly notify us within the withdrawal period.

For intimate hygiene products, the right of withdrawal does not apply after the hygiene seal or hygiene protection has been opened, broken, removed, or damaged after delivery.

If the product is unopened, unused, not tried on, unwashed, in the original packaging, in new condition, and with the hygiene seal or hygiene protection intact, you may contact us for return instructions at:

info@scarletintimates.com

This section does not limit your statutory rights if the product is defective, damaged upon arrival, or not as described.

14. Return conditions

Before returning a product, you must contact us by email so that we can provide the correct return instructions and return address.

info@scarletintimates.com

For a return to be accepted, the product must be:

  • Unopened
  • Unused
  • Not tried on directly against the body
  • Unwashed
  • In the original packaging
  • In new and resalable condition
  • Returned with the hygiene seal or hygiene protection intact
  • Returned with all labels, inserts, accessories, and included parts
  • Free from stains, marks, hair, odour, moisture, damage, or signs of use

Returns sent without contacting us first, without an order number, without proof of purchase, or to the wrong address may be delayed, rejected, or impossible to identify.

15. Return shipping

The customer is responsible for return shipping costs when returning goods under the statutory right of withdrawal and our voluntary 365-day return policy, unless otherwise required by law or agreed otherwise in writing.

We do not charge a separate fee for exercising the statutory right of withdrawal.

All returns must be sent using a trackable shipping method.

We strongly recommend that you retain the return receipt and tracking number until the return case has been fully concluded.

Scarlet Intimates is not responsible for returns that are lost in transit if the customer sent the return without tracking, to the wrong address, or without sufficient order information.

16. Complaints and defective products

If the product is damaged, defective, or incorrect upon delivery, please contact us as soon as possible at:

info@scarletintimates.com

Include:

  • Your order number
  • A clear description of the problem
  • Photographs or video showing the defect
  • Photographs of the packaging if the parcel arrived damaged

If the complaint is accepted, we will offer an appropriate remedy under applicable consumer law. This may include a replacement product, repair, price reduction, refund, or another appropriate remedy, depending on the circumstances and applicable law.

A product is not considered defective solely due to normal wear and tear, improper washing, misuse, failure to follow care instructions, accidental damage, selection of the wrong size, personal preference, or minor differences in colour, material, or appearance.

17. Refunds

Refunds are normally issued to the original payment method after we have received and approved the return, or after a complaint has been reviewed and approved.

If you validly exercise the statutory right of withdrawal, we will refund the amount to which you are entitled without undue delay and no later than within the time limit stipulated by applicable law.

We may withhold the refund until we have received the product back or until you have provided evidence that the product has been returned, whichever occurs first.

After a refund has been processed, it may take additional time for the funds to appear in your account. Processing time depends on the bank, card issuer or payment service provider and may be up to 14 business days.

Contact the bank, card issuer or payment service provider for the exact payment date.

18. Payment disputes and chargebacks

If there is a problem with the order, delivery, tracking, return, complaint or refund, contact us first at:

info@scarletintimates.com

We will review the matter and assist you under this policy, our returns and refunds policy and applicable law.

Opening a payment dispute or chargeback before contacting us may delay resolution because the matter may then need to be handled through the bank's or payment service provider's process.

If a payment dispute or chargeback is opened, we may provide the payment service provider, bank or dispute processor with relevant documentation, including order information, tracking information, delivery status, customer communications, return status, product information and policy terms.

19. Events beyond our control

We are not responsible for delays or failure to fulfill obligations caused by events beyond our reasonable control.

Such events may include disruptions affecting carriers, customs delays, import processing, strikes, labor disputes, extreme weather, natural disasters, pandemics, technical failures, cyber incidents, government measures, security checks, geopolitical events, armed conflicts, war, disruptions to international transport or other circumstances beyond our reasonable control.

If such an event occurs, we will do our best to mitigate the consequences and assist customers where reasonably possible.

20. Contact us

If you have questions about shipping, tracking, delivery, returns, complaints or anything else, contact us at:

info@scarletintimates.com

Scarlet Intimates is operated by Altoriq Group AB

Company registration number: 559583-4200
Postal address: Gjutjärnsgatan 2A, 723 47 Västerås, Sweden

Please note that the postal address above is not a visiting address and must not be used for returns unless we have expressly asked you to send a return there.