CONTACT US

FREQUENTLY ASKED QUESTIONS

We have a few more product that we will launch soon. Some of them are brand new and some are previous version of our products, such as the plain blackout curtain. We will probably have everything in stock and if you contact us we will probably be able to help you. 

Usually we dispatch orders within 24-48 hours.

Contact us if you have any speciell requirements. 

Shipping time. We usually go for economy service.
Sweden
Envelope 2 – 3 days
DHL 2 – 3 days
Europe
Envelope 3 – 4 days
FedEx / DHL 4 – 7 days
Worldwide
Envelope 3 – 4 days
FedEx 4 – 7 days
If you are in a hurry, we can book express service for 10 $/€ extra. Please contact us before you place an order.
You will see all fees during the checkout.
Free WORLDWIDE SHIPPING over 99$, 99€, 695kr.
Sweden
0 – 35$/€ Envelope 3$/€
35 – 99$/€ DHL 6$/€
over 99$/€ Free shipping
Europe
0 – 35$/€ Envelope 5$/€
35 – 99$/€ FedEx / DHL small package 10$/€
over 99$/€ Free shipping
Worldwide
0 – 35$/€ Envelope 10$/€
35 – 99$/€ FedEx small package 15$/€
over 99$/€ Free shipping
Please let us know if you have any request for special shipping method, shipping address or wrapping. We will do our best to support you. Contact us.

No problem, the people working for FedEx and DHL are sometimes amazing. They need a local phone number to get in touch with you. Best is if you can have the harbor master (or similar person) as a contact person.

As all orders are currently shipped from Europe. If you delivery address is outside EU you may be subject to additional import fees upon delivery.

USA – All orders above US$800 will be subject to import tax. For more information, please check with the US Customs and Border Protection Department for more information.

Australia – All orders above AUS$1000 will be subject to import duties. This figure can vary depending on the value of the parcel, so please check with the Department of Home Affairs for more information

New Zealand – All orders above NZD$60 will be subject to import duties. This figure can vary depending on the value of the parcel. You can get an estimate from the New Zealand Customs Service website.

Refusing to Pay Customs

If you choose to refuse the customs fee and the parcel is returned back to Waterline Design, a shipping & handling fee may be deducted from your refund.

If you’re still unsure on whether you’ll be subject to customs fees, we’d recommend contacting your local customs office for more information before placing your order. 

You should have got an email when we dispatched your order with a tracking number and shipping company. Visit FedEx or DHL in your country to track the order. Please note, tracking can take around 24-48 hours to update after dispatch. For small products with less value we use regular mail and standard envelope, therefore they will not have any tracking service. 

If you are not sure please contact us. There are different tracking in some countries.

Let’s face it, returns can be a bit of a nuisance. You’ve ordered something, and now you’ve got to send it back. Yawn. But don’t panic, here at Waterline Design we work to ensure this process is as seamless as possible.

Waterline Design Return Policy

  • Something not right? No problem. Let us know and we’ll get it straightened out.
  • Item(s) can be tested and open package but the products must be unbroken.
  • You have 60 days from the date you received your items to make a return. Let us know when you make your purchase if you need more then 60 days. We know that some boats can be far away for testing.

Still not sure on our returns policy? Contact us.

You have up to 60 days to initiate your return from the moment your Waterline Design order is delivered. Follow these simple steps to return.

  • Send us an email
  • Enter your order number and shipping postal (zip) code or email address.
  • Select which item(s) you are returning.
  • If you want to help us by telling why you want to return the items. It is not required but very much appreciated.
  • Return costs – unfortunately, you have to pay shipping for returns but if you pay with a PayPal account they will help you with the return cost up to 30€ / 30$. Check out more at paypal.com.
  • We will also provide you with the nearest return address. It’s not sustainable to ship anything far away. Only the shipping companies will benefit on that.

Still not too sure on returns? Drop us a message!

Yes of course. Send back the product you want to exchange. Read more “How to return items”. You pay for return cost but we pay for shipping of the new products. Usually the price difference is very small (a few dollar / euro) so we change directly. 

In the event you have received a defective item, please contact us immediately with the following information:

  • Your order number
  • Which item is damaged
  • A description
  • Photographic evidence (if possible)

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.

If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!

All claims for parcels arriving damaged must be made within 7 days of the delivery date.

Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received in it’s place

Once we’ve received the above info, our Customer Support team will get this sorted for you ASAP!

You may be asked to return the incorrect item back to us through our returns process.
All claims for orders arriving without the correct/missing items must be made within 7 days of the delivery date.

Creditcard: Pay with credit card at our checkout. All card and personal information is encrypted, which means that no unauthorized person can see it. All major cards are accepted. We use Stripe for as payment gateway.

PayPal: A safe way to pay. You can log on to your account and pay or use their credit card solution.

Invoice: Choose the invoice option if you want to pay at home in peace and quiet. info@waterlinedesign.se. The invoice will be sent from PayPal. If you want to pay direct to a bank let us know. We may come back and ask for social security number etc. 10 days payment terms.

Company: We will accept orders from companies. We will need full company information including VAT number.

If you used PayPal for payment they have an excellent service. They pay for return costs up to 30 $/€. Check out more at paypal.com.

INFORMATION ABOUT US

CONTACT US FOR ANY QUESTIONS

CONTACT INFO

We are here to answer any of your questions. Send us an mail or give us a call. We love to hear from you.

Icon address

Waterline Design AB

Postgången 30
17145 Solna
Sweden

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Phone number

+46 8 837 000
+1 347 474 0410
(European office hour)

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Skype

waterlinedesign