Faults and complaints

1. Write to support@sittingfeather.cfd or call +46 941 104 64.
2. Tell us your order number and which item it is.
3. Describe what happened. A photograph helps but is not required, and we will never refuse a claim because a photograph was not attached.
4. We reply within two working days with what happens next. If the item needs to come back to us, we pay the return postage.
5. We repair, replace or refund. Which of those it is depends on the fault, and we explain the reasoning rather than simply announcing an outcome.

Report the fault within a reasonable time of noticing it. A message sent within two months of noticing is always considered to be within a reasonable time.

These are wear, and not something we would replace

• A magnet losing strength gradually over years of daily use. Magnetic material weakens slowly with repeated separation and with heat. Gradual weakening across a long period is ordinary wear.
• Hook-and-loop tape becoming less grippy after long use. The loops fill with lint and the tape holds less well. This is expected and we say so on the product page.
• Linen and cotton softening, creasing or fading with washing. That is the fibre behaving as the fibre does.
• A zip becoming stiffer on a garment used outdoors for several seasons. Grit works into the teeth. Cleaning usually fixes it.

These are faults, and we put them right

• A magnet coming away from its housing within the first weeks of use. That is a construction failure, not wear.
• A loop zip pull snapping or its rivet pulling out. The loop is the part you are meant to use; it has to survive being used.
• Seam failure along a side opening. An opening seam takes load every time the garment is put on. If the stitching gives way, that is ours.
• A shoulder closure strip separating from the knit. The strip is stabilised precisely so this does not happen.
• Sizing that does not match our published seated measurements. If the garment does not measure what the table says, the garment is wrong, not you.

If a case falls between the two lists, the first two years of the burden-of-proof rule mean it falls to us to show it was not faulty on delivery. We would rather resolve an ambiguous case in your favour than argue about it.

You can report a fault for three years from delivery. This is the statutory complaint period under Swedish law and it applies to everything we sell.

For the first two years, if something is wrong, the law assumes the fault was there when the item was handed over, and it is for us to show otherwise. You do not have to prove anything.

Between two and three years the position reverses and it is for you to show that the fault was present from the start. We will still look at every claim in that window on its merits.

We do not offer a fixed-length warranty in place of this. A two-year warranty would give you less than the law already gives you, and advertising it as a benefit would be misleading.

If we reject your claim and you do not agree with our reasoning, you can take the matter to Allmänna reklamationsnämnden (ARN), the Swedish National Board for Consumer Disputes.

It is free for you. ARN reviews the case and issues a recommendation. We follow ARN's recommendations.

arn.se (opens in a new tab)
Allmänna reklamationsnämnden
Box 174, 101 23 Stockholm, Sverige

Any written refusal we send you will repeat this information, including that ARN is free of charge for you. You should never have to go looking for it.

If a garment arrives exactly as described but the closure turns out not to work for your hands, that is not a fault in the item. It is still the single most common reason people send something back, and we would rather help than argue about categories.

Within 14 days, use your right of withdrawal. At any time, tell us what did not work through closure help and we will say which of our closures might suit better, or that we do not have one.