Frequently Asked Questions

Here we have collected some of the most common questions that we have received.

Didn’t you get an answer to your question? Email customersupport@sosbymates.com and we will help you.

How long do you have an open purchase?

We always have 7 days of open purchase.

Is it open purchase on everything?

No. There are exceptions around the open purchase rule. These products can only be returned in unbroken packaging. If these packages are broken, we reserve the right to refuse a return. Also there can be return related details mentioned on the product description page.

Do you have a physical store?

No. We are an ecommerce company and currently our business is online only. Therefore, we do not have the opportunity to receive visitors to our warehouse. 

How long do you have delivery times?

1-5 working days. If you order your item before 15:00, your item will be shipped on the same working day. However there are exception to this delivery time on some products. And for them the correct delivery time related information is provided either on the product description page only or will be communicated to you by our team at order confirmation.

How much does shipping cost?

Shipping within Sweden is provided free on orders above 600 SEK for Denmark above 900 SEK and Finland above 900 SEK. For all other orders shipping cost is communicated clearly to the customer along with product description and/or at the time of checkout.

Where’s my order?

Unfortunately, if your order has been sent as a letter, it cannot be traced. Please check that your specified address is correct and if it has not arrived after 8 working days, please contact us at customerservice@sosbymates.com. for other orders tracking related information/option will be shared at the time of order placement. If your order has been shipped with a tracking number, please track the package through the supplier’s website.

How do I return an item?

Contact us at customerservice@sosbymates.com and enter your order number. Please note that open purchase only applies to unused products, and on the products which offer open purchase. On few products return option is not available and it is clearly mentioned in the product descriptions of such products. For some products as mentioned in their description, for hygiene purpose their packaging must be unopened in case of return.

For faster handling of your case in the event of a complaint: please describe the error, attach pictures/videos where the error appears and inform if you want a new product or refund.

In case of approved return/complaint, we provide a return note, so as to process the return both in case of withdrawal and complaint.

I’ve had the wrong product sent to me. How do I proceed?

Please send an email to customerservice@sosbymates.com. Attach a picture of the package so that we can identify the product you have received. We will communicate with you as per the need and then we will send you a return note for the faulty product, and you can either get the right product or a refund.

I want to cancel my order. How do I do it?

Contact our customer service at customerservice@sosbymates.com and let us know your order number and clearly describe your reason for cancellation. You can only cancel your order within 24 hours of placement.  If your item has not had time to be packed and left the warehouse, your order will be cancelled. We have a credit period of about 7 business days for a refund if your order is already paid for. Unfortunately, if your item has already been packed and left the warehouse, we cannot stop it. Please return to customer service for return instructions if you still regret the purchase after receiving the item.

Can I pay after I receive the product?

Yes. Select the available option accordingly at check-out so you can get the item home before you pay it.

What payment options do you offer?

Card payment, bank account payment and invoice via Klarna. 

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Cookies and Privacy Policy

Ace Mates AB, org.nr 559310-7435 with Studio: Kronoborgsgatan 3, 25222, Helsingborg & Head Office: Vildrosgatan 23, 25459, Helsingborg protects your personal privacy and does not collect more data than necessary to process your order. We never sell or pass on your data to third parties without a legal basis. By trading with Ace Mates AB, you accept our data protection policy and our processing of your personal data. Ace Mates AB is responsible for the processing of the personal data that you have provided to us as a customer. Below information is a summary of how we store and process your data in accordance with the General Data Protection Regulation (GDPR). If you have any questions, please feel free to contact us at info@sosbymates.com. What is Personal data?
Personal data is all information that can be directly or indirectly attributed to a natural person, such as name and telephone number.
What Personal data do we store about you? Why and for how long are they stored?
In order to manage your order and answer questions related to your order (customer service), we store your first name and surname, address, phone number, email address, IP address and purchase history. Your personal data is processed by us in order to be able to handle your order as well as in the times when you have requested newsletters or promotional offers – in order to be able to adapt the marketing to your individual needs. Your data is stored as long as we have a legal basis to process your data, for example to fulfill the agreement between us or to comply with a legal obligation under, for example, the Accounting Act. In connection with a purchase, your personal data is processed to fulfill the agreement with you. Marketing, promotions and similar mailings are done with your consent. You can choose to unsubscribe from our mailings at any time. What information is shared about you and for what purpose?
  • Payment provider: When making purchases, information is shared with our payment provider. What is stored is first name, last name, address, email address and phone number. If you choose to pay by invoice, social security numbers are also saved with the payment provider. The information is saved in order to complete the purchase and to protect the parties from fraud. The payment providers (payment services) we use is Klarna.
  • Shipping company: In order to deliver your orders and complete our agreement, we must share with the shipping company specific information. What is shared with the shipping company is first name, surname and address details for delivery. E-mail address and/or mobile number may also be shared with the shipping company for notification. The shipping companies we work with are: Postnord, DHL and all major local courier service.
  • Newsletter: If you have chosen to subscribe to our newsletter, your first name, surname and email address will be shared with our newsletter provider. This is to keep you up to date with information and offers for marketing purposes. We use MailChimp for sending newsletters.
  • Marketing: In order for you as a customer to have as relevant and well-adapted experience as possible, the personal data is shared with the marketing services we use, such as Google, Facebook and Instagram.
Your rights to access, rectification and to be forgotten.
You have the right to receive extracts of all information that is about you with us. Extracts are delivered electronically in a readable format. You also have the right to ask us to update incorrect information or supplement information that is deficient. You can ask for the data relating to you to be deleted at any time. There are few exceptions to the right to erasure, such as if it is to be retained because we have to fulfil a legal obligation (for example, under the Accounting Act). How do we protect your personal data? We use industry standards such as SSL/TLS and one-way hash algorithms to store, process and communicate sensitive information such as personal data and passwords securely. What are cookies and why do we use it? Cookies are small text files that are saved on your computer or mobile device and retrieved from there on subsequent visits to the relevant website. They provide us with information about how you use our site and help us provide a better functionality of our website while providing you with an improved customer experience. If you use our services, we assume that you agree to the use of cookies. Cookies help us target relevant marketing to you as a customer, which means that you can get product ads from Ace Mates AB when you visit other websites. What cookies does Ace Mates AB use? Basic functionality Ace Mates AB uses cookies to make basic functions work on the site, such as shopping cart, checkout, etc. Advertising and Marketing
  • Google Ads: Advertising in Google
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  • Instagram: advertising on Instagram via Facebook
Analysis services
  • Google Analytics: analysis of how visitors use our website and to analyze what visitors do on the page.

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Other We reserve the right to make changes to the website without further notice. Last updated 2021-02-12
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