FAQ - Frequently Asked Questions
Delivery
How do I track my package?
How do I track my package?
Track your order easily by entering your order number on our order tracking page
When will my package arrive?
When will my package arrive?
We ship all packages within 1–2 business days.
Please note that addresses in Norrland and on Gotland may have slightly longer delivery times. Delivery delays may occasionally occur, and unfortunately, we cannot guarantee an exact delivery time.
How much does the shipping cost?
How much does the shipping cost?
Shipping costs start at 35 SEK if you shop for less than 599 SEK.
For purchases over 599 SEK, there is always at least one free shipping option available.
Where can I see my order?
Where can I see my order?
Once we have received your order, we will first send an order confirmation and then a delivery confirmation to your email address. There you can track your order.
You can also check the status of your order by logging into your account with us and through our "track your order page".
My package was damaged, what should I do?
My package was damaged, what should I do?
Start by taking pictures of the item that is broken or defective. We need the pictures and your order number to assist you with making a claim. Write to hej@glimja.se and we will help you further.
The package contained the wrong product, what should I do?
The package contained the wrong product, what should I do?
Write to hej@glimja.se and we will help you further!
I want to change my order, is that possible?
I want to change my order, is that possible?
Contact our customer service and we will help you as best we can! Unfortunately, we cannot make changes to an order once it has started being picked in our warehouse.
Payment
What payment methods can I use?
What payment methods can I use?
At checkout, you can choose from several payment methods, such as:
- Qliro Invoice
- Qliro Installments
- Card (Visa/Mastercard)
- Swish
- Apple Pay
- Google Pay
- PayPal
- Direct bank payment (e.g., online banking or Mobile BankID)
The available payment methods are always shown at checkout at the time of purchase.
If you choose invoice or installments, Qliro’s terms apply. Qliro performs a credit assessment and may in some cases reject an application.
Full terms can be found at Qliro: https://www.qliro.com/sv-se/villkor
Why can't I choose Klarna?
Why can't I choose Klarna?
We have recently changed our payment solution and now use Qliro at checkout. Therefore, Klarna is no longer available as a payment option for new orders.
If you have made a purchase previously with Klarna, this is not affected – that payment is still handled via Klarna as usual.
Is it free of charge to pay by invoice?
Is it free of charge to pay by invoice?
Yes, Qliro Invoice with 14 days payment time is free of charge. For longer payment periods, interest or fees may apply. You can always see the terms and any costs at checkout, in the payment step, before completing your purchase.
Full terms can be found at Qliro: https://www.qliro.com/sv-se/villkor
Can I change the payment method after the order has been placed?
Can I change the payment method after the order has been placed?
No, once your order has been placed, we cannot change the payment method for security reasons. Please contact customer service if you wish to cancel your order so that you can place it again with a different payment method.
My discount code isn't working – what could be wrong?
My discount code isn't working – what could be wrong?
If your discount code does not work at checkout, it may be due to a few different reasons:
- Discount codes do not apply to products that are already discounted or to certain brands: Vimergy, Angel Juicer, Bellicon, Wartmann, and Maunawa.
- Make sure the code is entered correctly – feel free to copy and paste it and ensure no extra spaces have been included.
- Try refreshing the page or restarting the checkout and try again.
If it still doesn’t work, you are warmly welcome to contact our customer service and we will assist you further.
I have received my items, but no invoice?
I have received my items, but no invoice?
The invoice for your purchase will be sent via email from Qliro AB. If you choose installment payments, the first payment slip will be sent in the middle of the following month. If you are missing your invoice, you can retrieve it here.
How do I get a refund?
How do I get a refund?
If you want to return one or more products and get a refund, please feel free to contact our customer service. Once we have approved your return and received the item back, the money will be refunded according to the terms applicable to your payment method.
Feel free to read more in our FAQ under the heading "Returns"
Refund depending on payment method:
Refund depending on payment method:
Apple Pay and Google Pay If you paid with Apple Pay or Google Pay, the money will be automatically refunded to the same card and device you used for the purchase. Please note that you must use the same device and card to receive the refund – you cannot use the physical card if you paid with a digital wallet.
PayPal Refunds for PayPal payments are automatically returned to your PayPal account.
Card (Visa, Mastercard, etc.) Refunds are returned to the same card used for the purchase.
Qliro (direct payment, invoice, and installment) For payments via Qliro, the refund is handled according to Qliro’s procedures. For invoice or installment payments, the refund may be made by crediting the invoice or refunding your bank account, depending on the stage of the return process.
How long does the refund take?
How long does the refund take?
Once we have processed your return, it usually takes 2-10 business days for the money to appear in your account, depending on your bank's or payment provider's processing time.
Return
Do I have the right to a return policy?
Do I have the right to a return policy?
As a consumer, you have the right to a 14-day cancellation period from the day you receive your order.
The right of withdrawal does not apply to food products or to goods with broken seals that cannot be returned for health and hygiene reasons (for example, beauty products, dietary supplements, medicines, intimate products). If a product is sealed, you must not break the seal if you want to exercise your right of withdrawal.
We charge 150 SEK for uncollected letters and packages.
How do I make a complaint?
How do I make a complaint?
Start by taking pictures of the damaged or defective item. We need the pictures and your order number to assist you with making a claim.
Contact customer service and we will help you!
My package was damaged when I received it. How do I get a new one?
My package was damaged when I received it. How do I get a new one?
If you see that the package is damaged already when you receive it at the pickup location, do not accept it. Instead, let it be returned as a return. Then contact customer service.
If you notice that the package or its contents are damaged or incorrect when you get home, you should file a complaint.
Start by taking pictures of the damage or defect. We need the pictures and your order number to help you make a claim.
Contact customer service and we will assist you!
How do I make a return?
How do I make a return?
How do I make a return?
- Contact customer service
Start by contacting us and providing your order number along with the products you want to return. - Pack the items well
Feel free to reuse the packaging you received with the delivery. Include the delivery note and make sure the package is securely sealed.
Return address:
Glimja Warehouse
Litslena Sneby 2
745 96 Enköping - Send back the package
You as the customer are responsible for the return shipping cost and for the package until it reaches us.
Remember to keep your receipt.
If you chose delivery via Instabox or Budbee Box, in some cases you can easily register and complete your return directly through your order tracking link or their app. - Refund
Once we have received and approved your return, the amount will be refunded to the same payment method used for the purchase.
I did not receive what I ordered. How do I get the correct products?
I did not receive what I ordered. How do I get the correct products?
Contact customer service, describe and send a picture of what went wrong with your order.
Can I return a product I have used?
Can I return a product I have used?
Please note that we do not offer a general “satisfaction guarantee.” This means that we do not accept returns or complaints for products that have been used if the reason is allergy or that they do not meet personal expectations.
If you have sensitivities, we recommend testing new products carefully – try skincare products on a small area and start with a smaller amount of food or supplements.
General
I can't find my favorite product, do you have it?
I can't find my favorite product, do you have it?
We have a large selection in stock, but sometimes something is still missing or it can be tricky to find the right product.
Start by checking the category where it belongs. Also try searching by the product's name, brand, or EAN code. If the product has been discontinued from our range, we link to a replacement item if one is available.
If you still can't find the product you're looking for, we appreciate your tips! If we add the product you suggest to our range, we will send you one as a thank you when it arrives in stock.
Send your tips to customer service, email: hej@glimja.se
Do you have a physical store?
Do you have a physical store?
Currently, we do not have a physical store and are only available online.
Can I order from a country other than Sweden?
Can I order from a country other than Sweden?
Yes, we deliver to all of Europe.
Can I shop if I don't have an email address?
Can I shop if I don't have an email address?
No, to complete a purchase you need to provide an email address.
What do you do with my information?
What do you do with my information?
Credit Card Information
Glimja does not store or process credit card information but only forwards it to Qliro or Shopify payments (depending on the payment method you choose) through secure SSL encryption so that outsiders cannot read or access it.
Personal Data
Have you made changes to the website?
Have you made changes to the website?
Yes, we updated our webshop to a new platform around March 18 to make the experience smoother and more stable. It is still the same Glimja, with the same products and customer service as before.
