Customer Service

Frequently Asked Questions

Who can make purchases in TUI Shop?

TUI Shop is available to everyone. You do not need to be a registered customer of TUI Nordic AB's in order to make a purchase.

Who handles my order?

TUI Nordic AB has contracted Crossroads Loyalty Solutions AB with distributing the products sold in the shop. In addition, Crossroads Loyalty Solutions AB is the legally liable part with which you are making a purchase, should you choose to buy something in TUI Shop.

I have not received an order confirmation – have my money been withdrawn?

If you have not received an order confirmation, the purchase has not been completed successfully and your card has thus not been charged. We kindly ask you to verify that the email address you supplied is correct, as this is the most common reason for not receiving an order confirmation. In addition, an order is created only as long as you have completed all the steps of the check-out and successfully completed the purchase.

How do I cancel my order?

If your order has not yet been packed in our warehouse, you can contact us and we will cancel your order.

How do I make a complaint due to a product defect?

All complaints should be sent to us via our contact form, along with a detailed description of the defect. Attach photos of the product in order to verify the defect. Depending on the supplier, the complaint administration process will vary slightly, along with the time it takes to process the complaint. We always strive to process all complaints as quickly as possible.

Can I add products to my existing order?

Unfortunately, we are unable to make additions to your order, but we can remove existing products. Note that changes only can made to orders that have not yet been packed.

Will any additional fees apply to my order?

All orders are subject to a delivery fee. This fee includes delivery, pick and pack, customs handling and import taxes and varies depending on the country to which you would like us to send the order and the combined weight and size of all the products in the order. The delivery fee is calculated in the checkout process. No delivery fees apply to digitally delivered products.

How is my order delivered?

Within the Scandinavian region, your parcel is delivered using PostNord. You will be notified via email when your parcel has been sent from our warehouse. In some cases, your parcel will be sent to the nearest pick up point and you will be notified of its arrival by email and/or text message.

When is my order delivered?

We always strive to deliver all orders as quickly as possible. The delivery time depends on what product you ordered, and the country you want it delivered to. In the Scandinavian region, delivery times are normally between 3-7 working days. During Christmas season, orders are normally delivered within 3-10 working days. In rare cases, one of the products in your order might be on backorder from the supplier. In such a case we will delay the delivery until all the products contained in your order are in stock.

I have not received everything I ordered?

We strive to send all your products at the same time from our warehouse. However, your order may include products in widely different sizes, which forces us to split the delivery in multiple parcels. In such a case you may receive multiple delivery notifications by email and/or text message. Every single delivery notification applies to a package and not to the entire order. These delivery notifications can arrive on different days from PostNord.

I have returned an item but have not received the money back?

The return process takes approximately 14 days from the date we received the return to our warehouse. The money is returned to your card, which may take up to 5 business days, depending on the card issuer.

Contact us

Can't find the answer to your question?

Send us a message

or call customer support at +46(0)31-363 63 41 (telephone hours weekdays from 10am – 13am).