Welcome to our Customer Support

If you have any questions, comments, or just want to say hi, you can email us at shop@herobility.com.

If you’d rather talk to us, you can give us a call at +46 21 444 01 90. Our phone lines are open Monday to Friday, 10 AM to 3 PM, Swedish time. Closed for lunch between 12 PM-1 PM.

Prices and payment methods

All of our prices are listed including tax. At checkout, you can see the final price including tax, shipping cost and any discounts.

Ordering and paying at Herobility is safe and easy. These are the payment methods we offer:

Klarna Faktura (only available in Sweden)

If you don’t want to pay with your card or online bank, you can choose to receive an invoice through Klarna.

Card Payment

You can always feel safe shopping at Herobility. We work with Stripe, one of the world’s leading providers of online payment services. We accept VISA, MasterCard and American Express. Stripe guarantees a fast and secure payment, over a safe, SSL-certified encrypted connection.

PayPal

Pay quickly and safely by using PayPal. You can choose to pay from your PayPal balance, or through a debit or credit card associated with your PayPal account. The recipient of your payment will never see your credit card number or banking details.

Shipping and delivery

At Herobility, you always have the option of free shipping when your purchase exceeds 499 SEK or equivalent. Please note that local postal service providers may have limited opportunities for delivery, affecting your shipping time. Below, you’ll find a list of the shipping methods that Herobility provides. Please note that beyond the shipping time listed here, additional days might be added in your delivery time to allow for our storage facility to prepare your order. During the summer this might take up to 5 working days. All delivery times are listed in standard working days.

  • Inside of Sweden, all packages are sent with PostNord (1-3 days), it might take a few more days during sales.
  • Inside of the United States of America, all packages are sent with USPS (1-7 days), it might take a few more days during sales.
  • Outside of Sweden and the United States, we offer the following options. Delivery times may vary outside of Europe.
    • DHL Economy (4-6 days), it might take a few more days during sales. Trackable shipping.
    • DHL Express (2-4 days), it might take a few more days during sales. Trackable shipping.
    • DHL Global Mail (10-25 days). it might take a few more days during sales. Not trackable.

As soon as your order leaves our storage facility, you will receive a confirmation email, containing a tracking link (if applicable). Each completed and approved order will automatically generate an order confirmation. The most common reason for not receiving an order confirmation is accidentally entering an incorrect email address, or the confirmation automatically being sorted into the Spam folder.

Important note: Remember to retrieve your package in time. if the package returns to us as an uncollected order, we reserve the right to send you an invoice of 250 SEK to cover fees and administrative costs.

When delivering outside of the European Union, the customer is responsible for any costs added to the order upon entry in the country, such as customs and VAT.

Returns

You have the right to return your purchase until 14 days after receiving your order, provided you have not used the product and that it is returned in an undamaged condition. When returning the product you must provide the cost of shipping. Please note that it must be sent as a business package, or email shop@herobility.com to receive a return form for 50 SEK (only valid in Sweden), regardless of the size or weight of the package. The cost of the return form will be subtracted from the value of the order in your refund.

If you’re shopping from a country other than Sweden, you must pay the cost of shipping yourself in case of returns or exchanges (you need to send it as a business package), with the exception of misdeliveries or any damages upon delivery.

When handling returns, we apply the Swedish Consumer Sales Act of Sweden.

Please note that we are not able to retrieve parcels from post offices, if the package goes to a post office it will be returned to you as a sender.

The return package must be handed in to a post office, it must not be placed on the mailbox. If you put your return package on the mailbox, we cannot initiate an investigation / complaint if the package has been damaged during transport. In such cases, we unfortunately cannot refund the order amount to you.

 

If you want to return your order, first send and email to shop@herobility.com including the word “return” in the subject line, describing what you want to return. Place a note with your order number, your name, and reason for returning in the package and send it to:

Herobility AB
Slottsgatan 27
SE-722 11 Västerås
Sweden

When we have received your return and it is approved, the money will be returned to your account as soon as possible.