🚚 Order Processing

We ship orders Monday to Friday, excluding Swedish public holidays.

• Orders placed before 12:00 noon, Swedish local time, on a business day are shipped the same day.

• Orders placed at or after 12:00, on weekends or on public holidays are shipped the next business day.

• This applies to orders for in-stock products with payment confirmed.

All orders are dispatched from our warehouse in Tyresö, Sweden. Once your order is shipped, you’ll receive a shipping confirmation with tracking information.

Shipping Destinations & Costs

We currently ship to the destinations listed below.

SEK amounts are our base rates. Amounts in other currencies are approximate and may change with exchange rates. The exact shipping cost and free shipping eligibility for your order are shown at checkout.

EUR and USD are used as reference currencies for groups containing countries with different local currencies.

These rates apply to eligible standard parcels. Heavier orders may have different shipping costs or free shipping conditions, which are shown at checkout.

Free shipping covers delivery charges only. It does not include import taxes, customs duties or carrier clearance fees.

Estimated Delivery Times

Delivery times are counted from dispatch.

Delivery times are estimates. Customs checks, public holidays and transport disruptions may cause delays. Please contact us if your order has not arrived within the expected timeframe.

Where We Do Not Ship

Shipping is currently unavailable to several destinations, including the United States, United Kingdom, Mexico, Brazil, Argentina and Russia.

Shipping to the United States and United Kingdom is temporarily paused due to high shipping costs and ongoing challenges with transport and package delivery. We’re looking for a reliable shipping solution with fair costs and good conditions for our customers. As soon as we find a suitable solution, we’ll be happy to resume deliveries to both countries.

We currently ship only to the destinations in our shipping table. Shipping is unavailable to all other countries and territories, including the United States, United Kingdom, Australia and New Zealand. An address must be supported at checkout before an order can be placed.

🌍 VAT, Customs & Import Charges

Deliveries Within the EU

Applicable VAT is included in the total shown at checkout. Orders shipped from Sweden to destinations within the EU’s normal customs and VAT territory do not incur import customs duties.

Special territories, such as the Canary Islands and Åland, may have different tax and delivery rules. Delivery availability must be confirmed at checkout.

Deliveries Outside the EU

Orders delivered outside the EU may be subject to:

• Import VAT or other local taxes.

• Customs duties.

• Carrier clearance or handling fees.

Unless checkout explicitly states that these charges are included or have been collected, you are responsible for paying them. They are additional to the product price and shipping cost and may be collected before delivery or billed separately.

Charges depend on your destination country and the products ordered. Please check local import rules before placing your order.

Important Information for Norway

Norway is outside the EU customs union. Food, drinks and dietary supplements are excluded from Norway’s VOEC scheme, so low-value orders may also incur import charges.

Norwegian import VAT is generally 15% for food and non-alcoholic drinks and 25% for goods subject to the standard rate. The applicable rate depends on the product’s classification. Customs duties, excise duties and carrier clearance fees may also apply.

Unless checkout explicitly confirms that Norwegian import charges are included, you are responsible for paying them. This also applies to orders qualifying for free shipping.

More information is available from Norwegian Customs.

📦 Delivery Problems

If your parcel is delayed, appears lost, or contains damaged or incorrect products, email customerservice@rawnice.com with your order number.

For damaged products, please include photographs of the products and packaging, and the batch number where available. Contact us as soon as you notice a problem so we can investigate and arrange an appropriate solution. This does not limit your legal complaint rights.

For deliveries arranged by us, we remain responsible for the goods until you or someone you designate receives them.

If a parcel is returned because it was not collected, the address was incorrect or import clearance was not completed, we’ll contact you about the next steps and explain any lawful additional charges. Not collecting a parcel does not, by itself, notify us that you wish to cancel your purchase.

🔄 Returns & Refunds

Return Window & Product Condition

We offer 30-day returns from delivery for eligible products purchased through our webshop. For this voluntary return offer, products must be unused, unopened, in their original product packaging and with seals intact.

Consumers in the EU, Norway and Iceland generally also have a statutory 14-day right of withdrawal for eligible online purchases. No reason or prior approval is required. Our voluntary return conditions do not limit this right or other mandatory consumer rights.

Notify us within the applicable return period, then send the products back within 14 days of your notification.

Return Exceptions

Opened or used food, powders, snacks and drinks are excluded from our voluntary return offer.

Statutory withdrawal exceptions include rapidly perishable goods, clearly personalised goods and sealed goods unsuitable for return for health or hygiene reasons once unsealed, where that exception applies.

Shelf-stable food is not automatically excluded simply because it is food. Sale items retain their statutory rights, and these exceptions do not affect complaints about faulty, damaged or incorrect products.

Return Shipping Costs

• Sweden: returns are free. Contact us for a prepaid return label.

• Other destinations: you pay the direct shipping cost for change-of-mind returns, plus any lawful return clearance charges.

• Faulty, damaged or incorrect products: we cover the necessary return costs for a justified complaint.

How to Make a Return

1. Email customerservice@rawnice.com with your order number and the products you wish to return. A reason is optional for a change-of-mind return.

2. We’ll provide the return address and instructions, plus a prepaid return label for returns within Sweden. You do not need to wait for approval to exercise your statutory withdrawal right.

3. Pack the products securely, send them within 14 days of notifying us and keep proof of postage.

4. For returns from outside the EU, follow our customs instructions and accurately identify the shipment as returned merchandise.

Refunds

Refunds are issued to your original payment method.

For statutory withdrawals, we refund without undue delay and within 14 days of your withdrawal notice. We may withhold the refund until we receive the returned goods or proof that you have sent them back, whichever occurs first.

When you withdraw from the entire order, we also refund the original standard delivery charge. Additional charges for an upgraded delivery service are not refundable under the statutory withdrawal rules.

For voluntary returns notified after the statutory withdrawal period, we refund the returned products within 7 business days of receiving them. The original delivery charge is not refunded unless required by law. Your payment provider may need additional time to display the refund.

Import charges paid directly to authorities or carriers are not refunded by Rawnice. You may be able to reclaim some charges from the relevant authority or carrier under local rules.

Nothing in this policy limits your mandatory consumer rights.