Order FAQ:s

1. I’ve changed my mind about my order; what should I do?

   We process your order on the same day or the following day, so we may be unable to stop your order being dispatched. When your order is delivered, send your order number and the 10-digit, 4-letter codes that you will find on the packaging to our customer services department. You need to open the sample kit to see the code. When our customer services department receives the codes and your order number, we can process the return and refund.

2. When will my order be sent?

   If you order before 12:00 (Monday-Friday) we will send your order the same day. If you order after 12:00 or at the weekend we will send your order the following business day.

3. How long does delivery take?

   Normal delivery time is 3 days. The packet will be delivered to your door.

4. I have not received an order confirmation. Have you received my order?

   We send out an order confirmation when we have received the order to the email address specified when ordering. If you have further questions regarding your order, you are welcome to contact our customer service here.

5. I haven’t received a delivery confirmation. Has my order been sent?

   We will send out a delivery confirmation when your order is packed to the email address specified when ordering. If you have further questions regarding your order, you are welcome to contact our customer service here.

6. When will I receive my test? It hasn’t arrived yet.

   If you order before 12:00 (Monday-Friday) we will send your order the same day. If you order after 12:00 or at the weekend we will send your order the following business day. Normal delivery time is three working days. Double check that you have entered the correct address in your order confirmation email.

7. Can I get my order delivered to a pick up point or service point?

   Unfortunately not. Your order can only be sent as a standard letter.

8. How do I pay for my sampling kit?

   You pay using Klarna and choose between the following options: invoice, card or instalment payments. If you choose to pay via invoice or instalments you can manage your payment under “My account”.

9. Can my order be delivered to a different address than my home address?

   No problem. Click on “change address” at checkout and change the address to the one you want the sampling kit to be delivered to.

10. Can I order sampling kits as a company / organization?

    You can order sampling kits both as an individual and company / organization. You choose this at checkout under the heading "Your information". To complete the purchase as a company, e-signing is required.

All questions & answers