CUSTOMER SERVICE

Our haircare products are formulated and produced in Sweden. Please read more about our factories here.

Yes. All of our products are vegan, cruelty-free and certified by PETA.

Please note that we only ship Djerf Avenue Beauty to these countries:

• United States

• Canada

• the United Kingdom

• New Zealand

• Australia

• Iceland

• Liechtenstein

• Norway

• Switzerland
  
  All EU-countries

• Austria

• Belgium

• Bulgaria

• Croatia

• Republic of Cyprus

• Czech Republic

• Denmark

• Estonia

• Finland

• France

• Germany

• Greece

• Hungary

• Ireland

• Italy

• Latvia

• Lithuania

• Luxembourg

• Malta

• Netherlands

• Poland

• Portugal

• Romania

• Slovakia

• Slovenia

• Spain

• Sweden

Due to diverse global legislations and strict labeling laws, we regret that we cannot currently ship beauty products worldwide. Ensuring compliance in all markets is a priority for us, requiring significant time and effort.

We are actively exploring responsible ways to expand the countries we ship our beauty products to. To be notified when shipping to your country becomes available, please sign up for our mailing list.

• All beauty products should be used strictly in accordance with their instructions, precautions, and guidelines.

• Always check the ingredient list of the product to avoid potential allergic reactions.

• Beauty products are best stored in a dark and cool place, not exposed to direct sunlight.

• Avoid using your fingers or hands in the beauty formula containers, as this can affect the product and shorten its shelf life.

• Keep containers tightly closed when not in use.

Our products have a shelf life of 3 years (36 months) unopened.

All of our beauty products have a symbol that looks like a can with an open lid on their packaging. This symbol indicates the shelf life of the product from the moment the product is opened, specified in the number of months (e.g., 12m means twelve months).

All Djerf Avenue Beauty products are formulated to be suitable for all hair types.

Please make sure to always check the ingredient list of the product to avoid potential allergic reactions. If you have concerns about an allergy, please consult with a professional healthcare provider before using our products.

Prices are shown and charged in either SEK, USD, GBP, AUD, EUR or NOK.

The currency is determined by your shipping region and the site you are on. Therefore, please make sure you are on the right site by checking the shipping region selector that is in the menu to the right.

If you can't find your local currency, country or shipping region, then please choose the Worldwide option and the orders will be charged in USD.

Once your order has been dispatched from our warehouse, you will receive an email with a tracking number. Please use this to track the transit and see the status of your order.

It depends on whether the order has synced with our warehouse. If your order has synced with the warehouse already, we unfortunately cannot make any changes or cancellations.

We recommend you to email customer service at contact@djerfavenue.com with your request. Please thoroughly check your order before continuing.

We can amend the information depending on whether the order has synced with our warehouse. If your order has synced with the warehouse already, we unfortunately cannot make any changes to it. 

We recommend you to email customer service at contact@djerfavenue.com with your request. Please make sure to double check that all information is correct before placing your order. 

Please make sure that you have chosen the correct website to shop from in the drop down menu. The shipping region selector will be located to the right. Please note that you should only choose the European Union if your country is an EU member country. If your country is located in Europe but not a member of the European Union, please pick Worldwide.

For example, Switzerland is located in Europe BUT is not a member of the EU – pick Worldwide.

The reason for this are different shipping options, taxes, etc.

We have two warehouses. One located in Värnamo, Sweden and the other in Pennsylvania, USA. 

Our Swedish warehouse ships to all of our worldwide customers except to Russia and the US. However, we can ship to the US in particular circumstances regarding stock availability.

Our US warehouse is only for the US, and does not ship to Canada or any nearby countries.

We offer worldwide shipping and work with the following couriers:

• DHL Express Worldwide (GOGREEN solution)

• DHL Service Point

• UPS Standard

• UPS Express Saver

• Budbee Home Delivery (Sweden only)

• Budbee Box (Sweden only)

• Schenker Service (Sweden only)

Please note that depending on your shipping region, your selection of couriers may change.

Your order delivery will take between 1-7 days, depending on which shipping provider is being used and where in the world you live.

We offer free shipping for all orders over 195 USD. If you do not exceed this amount, your shipping cost and options will be displayed at checkout.

Please note that we are not responsible for the calculations and charges of any additional customs fees/taxes charged by the transportation company. For more information about these potential added fees, kindly contact the transportation company directly for more information before placing your order.

If your order has not arrived, please look up your tracking number in the shipment confirmation email that was sent out to you. If you still can't locate your order, please email us at contact@djerfavenue.com and we’ll be happy to help.

Items must be returned within 14 working days from receiving the package. The returned items must be unused with the safety tags on and intact within the original packaging to be eligible for return. Items that are used, damaged, soiled or in any way altered, may be rejected and returned back to the customer.

To make a return, please fill out the return form here. When you have submitted your return form, we will email the shipping instructions to you in a separate email.

Please note that refunds will be issued to the original payment method and that the return shipping cost is the following:

USA: 5 USD

Europe: 10 EUR

Australia: 30 AUD

United Kingdom: 15 GBP

Norway: 150 NOK

Sweden: 45 SEK.

For the rest of the world: 15 USD

Yes, you can exchange your item to another size or color, permitted it is in stock at the warehouse. If the size you request is out of stock, please make a return.

We offer one (1) free exchange per order, please fill out the return form here.

Kindly note that our beauty products cannot be exchanged.

Yes, we offer one (1) free exchange per order.

Once we receive your returned item at our warehouse, we conduct a thorough quality control check to ensure its condition. As soon as the item has arrived and passed our quality control, we promptly process your exchange order. This ensures that you receive your desired item in a timely manner, allowing you to enjoy your new purchase as soon as possible.

Please note that you will receive an e-mail with a tracking link as soon as your exchange order has been shipped.

No, we do not refund the shipping costs. The shipping fee charged at check-out covers the shipping and handling of the transportation company. These costs can therefore not be refunded.

• US customers in Florida and New York do pay tax in-store and it’s automatically added in the checkout.

• US customers outside of these states do not pay tax.

• We did not charge any tax on our old website, but with increased sales we are now obligated to charge so-called sales tax for FL and NY.

• Because of this, we have lowered the prices on all of our products on the American site so that the total amount with tax won’t be much higher.

• To avoid any import-related fees, make sure to order from the US warehouse.

• Please note that any orders over 850 USD may be charged with import-related fees. In this case, it is beyond our control.
  

• UK customers do pay tax in-store for orders under 162 GBP incl. tax. 

• For orders over 162 GBP incl. tax (135 excl. tax), tax is charged during importation. 

• However, UK customers are not charged duties upon importation since the UK is still part of the Free Trade Agreement and we produce in the EU. 

• Orders placed between the 20th-22nd of September may have paid tax both in-store and after importation. In this case, please get in touch with our Customer Service.

• Canadian customers do pay tax in-store. 

• However, Canadian customers are not charged duties upon importation. 

• We did not charge any tax on our old website, but with increased sales we are now obligated to charge so-called sales tax. 

• Because of this, we have lowered the prices on all of our products on the Canadian site so that the total amount with the new tax won’t be much higher.

• The tax is automatically added in checkout and will vary depending on the province.

To check when and what item is restocking, please take a look at our Coming Soon page in our menu. By selecting one of the items that are shown, you may see the date/month in which the product will be either restocking or launching. If there is no date/month posted, we do not have a set date just yet.

If an item or a specific size is sold out, you will have the option to sign up to get notified when the product is in stock again.

To get a restock notification for the chosen item, go to the product on the website and tap the sold out size that you are interested in and enter your email address.
Now you will be notified by email if and when any new stock is uploaded to the website.

Choosing a size is unique to each individual. We provide handy size guides for each product to make the process easier for you. Please click on the “Size Guide” link to see the exact measurements. Read more about the size guide at “How do I use your size guide?” below. 

We offer the size range from XXS-XXL in all of our items. We are starting to expand the size range by offering XXXL. 

If you need further assistance, we are happy to help you at contact@djerfavenue.com.

Bedding sizes differ from country to country. Therefore, we have written the exact measurements in both inches and centimeters for all bedding sizes. Click on “Size Guide” to access. We recommend you to measure your current bedding and compare to see what will be best for you. 

If you would like further advice, we are happy to help you at contact@djerfavenue.com.

You are always welcome to get in touch with our Customer Service Team at contact@djerfavenue.com. We are happy to assist you with any inquiries or questions you may have. The working hours of our team are 08:00-17:00 CET and 9AM-5PM, New York. Our team only works Monday-Friday.

To learn how to best care for your garments, please click on the link "Fabric Care" in the footer for more information.