I have ordered a “Pre-Order” listed item, when will it arrive?
As clear with the name, pre-ordered items are not available to ship at the time of purchase. Shipping timelines on pre-orders are detailed in the product description – as well as on your email confirmation. *Unless otherwise noted, ANY order that includes a “Pre-Order” item will not be shipped until all of the items are available. We kindly ask that you please check your confirmation email for details on when pre-order items will be shipped. Shipping and delivery dates on these items are not guaranteed, unless otherwise noted.  Whilst we make every effort to identify & communicate accurate delivery estimates around your orders, unanticipated production delays for pre-ordered and limited edition items do happen. *If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.

Anything else I should know about pre-orders? 
Yes! Please see more information below:

- Payment of order is charged immediately at checkout via card or PayPal.

- If you are ordering a pre-order item with an in-stock item, unless otherwise noted, your order will be shipped when the pre-order item becomes available.

- Pre-order timelines vary based on each product. Please refer to the product description for guideline estimates of shipment prior to ordering.

- The date listed on the product page is estimation based on details from the merchandise provider and can vary depending upon demand. Details regarding delays are communicated when information is provided by the supplier. If not update supplied, unfortunately we do not have that information readily available yet.

How do I download the sheet music I have paid for?
Firstly, thank you for purchasing one of Peter’s sheet music PDF’s! Secondly, once you have purchased the digital download, you will be receive the order confirmation followed by an email with the download link via. The link expires 24 hours after the purchase so we recommend downloading as soon as you have received the link.

I’ve purchased the sheet music but my link has expired… HELP?!
Thanks for the purchase! Sorry to hear the link has expired, as mentioned in the product description the links are only live for 24 hours. If you click the expired link, you will receive a new link to the email address provided for the initial purchase. If you’re having trouble accessing, please get in touch with one of our team via email and we will be happy to help.

When will my order be shipped?
In most cases, excluding pre-orders, orders are shipped within 7-14 days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.

How long will it take for my order to arrive, once it’s been shipped?
Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted. International orders normally arrive within 2-4 weeks of shipping.

Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.  Once an order leaves our HQ, carrier shipping delays may occur due to factors outside our control. We unfortunately cannot control how quickly an order arrives once it has left our HQ.

Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date - Sweden ONLY.  Please note that shipping delays will occur if you provide an incorrect address at checkout. Please note, if your package is returned to our facility due to a shipping error, we will contact you via the email address provided with your shipping information. If we do not get a response within 5 business days, we hold the right to refund your order. This applies to all product orders, including limited edition and pre-order sales. Please note that in the event of an order split shipping, we can only refund you for what has been returned to us.

My item was shipped, but still hasn’t shown up. Is it lost? 
You have up to 60 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits. You will need to get in contact with our team at your earliest convenience in order for this to be processed.
- For orders shipping within the EU - if you have not received your package within 3-4 weeks after shipment, please reach out to us via email as soon as possible so we can resolve the issue for you.
- For orders shipping outside of the EU and Rest Of World -  if you have not received your package within 6 weeks after shipment, please reach out to us via email as soon as possible so we can resolve the issue for you.
If you receive tracking on an order (Sweden Only) but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please reach out to us at the email listed above to look into it for you. 

Loss of package due to incorrect shipping address…
Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.

My order is shipping to a country outside of the EU, will I have to pay customs/import fees to receive my order?
Depending on your country and where you are ordering the product to be shipped to, you may be charged customs/import fees. Please be aware customs charges and fees are the sole responsibility of the purchaser; we, Peter Sandberg Productions AB are not responsible for any additional customs charges or fees once your package has left our HQ.
If you decide to refuse the fees and charges at time of delivery, your order will be returned to us at HQ. Once we receive your package, we will then process the refund for your purchase.
*Please note, customs fees are calculated based on the contents of each package. If an order arrives via multiple packages, customs fees will not increase but rather be collected upon import of each parcel.
*If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information prior to placing an order. 

I would like to return an item, how do I begin the process for a refund or exchange?
Firstly - sorry to hear you would like to return an item! Secondly - please get in touch at your earliest convenience via email shop@petersandberg.com in order for us to provide you with a returns label prior to shipping your package. Please note, if you do ship an item to us for a return or exchange without contacting us first, we cannot guarantee that your returns will be processed.  

How long after my order can I submit a return or exchange request?
Returns or exchange requests must be made within 30 days of the date you have received your order. Please note that limited edition items are unfortunately not eligible for exchanges.

Will you accept returns of product in any condition?
Items must be returned in their original condition and packaging in excellent condition - suitable for resale, replacement, refund or exchange of the same item. Returned items cannot be used or altered in any way.

Am I able to return an item received in a bundle for a refund?
No. If you wish to return an item received within a bundle for a refund, you must return the full/entire bundle. Partial refunds will not be provided for items within a bundle unless there is verified damage to that specific item. In which case, you will need to contact our team at your earliest convenience via email - shop@petersandberg.com

I would like return an item, but who pays for the shipment?
You will cover the cost of the return shipping, except in any case where we are responsible for the cause of the return or exchange (see “Damaged, Incorrect, or Incomplete Orders”). 

How long will it take for me to get a refund on my returned item?
We ask that you allow at least 3-5 business days for your item to be processed. Refunds typically take 2-3 business days to appear in your account once they’ve been processed, but can occasionally take up to 10 business days.

Can I exchange my limited edition item?
Unfortunately, due to the limited edition nature of these items, we cannot accept exchanges of limited edition item sales.

I’ve ordered coffee and I would like to return it, is this possible?
No. Unfortunately perishable items are non-refundable.

What do I do if my order has arrived damaged, incorrect, or incomplete? 
If your item has arrived damaged, or you received an incorrect item, we ask that you provide us with photographic evidence to verify the damage and/or to confirm which incorrect item was shipped. This will enable us to identify what went wrong and will help us to prevent similar issues for you and other customers in the future.  Please note, we are only able to process a refund or exchange for damaged and/or incorrect items within 30 days from the date you received the order. Once we receive the photos and full order information, we will issue a return label to you via email. Once you have shipped the affected item to our HQ, we will ship you a replacement at our earliest convenience. Please do reach out to our team as soon as possible by emailing us at shop@petersandberg.com - this will allow us to resolve your issue as quickly and efficiently as we can! Please note - we are not responsible for any damages once the item has been used. 

The item I ordered has arrived and it doesn’t look like the photo on the store?
Sometimes the images used on the store are digital mock-ups of what the product is intended to look like - particularly for “Pre-Sale” items. This will typically vary once the product is created and shipped out. 

Can I change or cancel my order? 
Unfortunately, once the order is placed, we are unable to change any information on an existing order once it has been processed for shipment. This includes your shipping address, billing information, item type, size or quantity. Once an order has been fully processed, we cannot cancel the order. If you have not yet received your shipping confirmation, we may be able to process an address change or cancellation. Please contact us via email – shop@petersandberg.com and we will do all that we can to accommodate your request.

*Please note all orders are subject to our return & exchange policies. An address change or cancellation request is not guaranteed until one of our team has confirmed your request has been fully processed.

Once I place an order, when will my account be charged?
All orders on our SquareSpace store will be charged for the full cost of your order immediately by card or Paypal account. On completion of order & providing your details, you will receive full order details via Email. *If for any reason you see any additional pending charges on your account, please allow up to 3 business working days for this to reverse. If this does  not reverse, and there has been a billing miscalculation/error, please get in touch with us via email: shop@petersandberg.com

Can I place an order over the phone?
At the moment, we can only accept orders placed through the website. If for some reason you are having trouble or issues accessing the site or part of the site, please contact us via email and we will do our best to help.

Can I get a different size or colour than what is offered through the store?
Unfortunately, no. If a certain size, colour or product is not appearing online, it is currently unavailable/not in stock.

What happens if you run out of stock of an item I have already ordered?
Our stock control is run with live inventory,  however, in rare cases when an item runs out of stock after an order is placed, we will contact you ASAP to exchange the affected item for another of equal value. This will be first via email and then telephone if necessary. At Peter Sandberg Productions AB we make every effort to ensure inventory is accurate to avoid this happening. *Please note that if we do not get a response from you within 5 business days, we reserve the right to refund your order in full.

If I have purchased a bundle, am I able to remove an item or amend and have a partial refund?
Unfortunately, no. If you are ordering a bundle and decide that you do not want everything included, you must cancel the full order and purchase only the items you would like individually. The bundle products are grouped together specifically.