Customer Service
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Contact
Webstore:
The easiest way to contact Anna-Lena and Mikaela is to send an email to: [email protected] or by writing us on our chat.
Our telephone number is: +46 (0)500 418080
Skövde Store:
Horsåsvägen 11, 549 37 Skövde, Sweden | +46 (0)500 418080
Opening Hours: Closed for summer vacation -
Shipping & Delivery
EU and USA: We ship with Fedex and the delivery time is normally 2 - 5 working days from confirmation of order. Please note that these are expected delivery times and it will sometimes take longer.
Rest of the world: For most other countries we ship with PostNord. The shipping time depends on the destination but it is normally 5 - 15 working days.
DUTY AND TAXES
EU and USA: There is no import duty.
Rest of the world: Any taxes, duty or customs fees incurred on shipments outside the EU and USA are the responsibility of the customer and these costs cannot be reclaimed.
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Return Policy
Troentorp wants to ensure your complete satisfaction with the clogs purchased. For online purchases, we will accept clogs not worn, used or damaged for a refund if received within 40 days of dispatch, enclosing a copy of your order confirmation. Please state whether an exchange or refund is required. Once your clogs are accepted back into stock you will be issued with an exchange or refund which usually takes between 7 - 10 working days. We regret postage and packaging cannot be refunded. We can only refund the card originally used for payment. If for any reason you wish to return your unworn/unused Troentorp clogs, please return them along with your order confirmation to:
Troentorp Clogs AB
Horsåsvägen 11
549 37, Skovde
Sweden
Or for US customers to our US Distributor:
Troentorp Returns
2837 Anthony Lane S
Minneapolis, MN 55418
Please send the clogs via a guaranteed delivery service as we cannot be held liable for any goods lost in transit to us. Please also email us at [email protected] and state whether an exchange or refund is required. Once your clogs are accepted back into stock you will be issued with an exchange or refund. We regret postage and packaging cannot be refunded. We can only refund the card originally used for payment.
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Terms & Conditions
PAYMENT TYPES
We accept Visa (including Visa Electron), Mastercard and other payment cards. You can also pay using PayPal and Klarna.
SECURITY INFORMATION
Your card details are sent through a strongly encrypted connection directly to the bank. Troentorp Clogs does not have access to any information about the card or your bank account. The secure server software (SSL) is one of the industry standards and among the best software available today for secure commerce transactions.
WHEN WE WILL TAKE YOUR PAYMENT
We will debit your card when you check out at the cashier in the webshop and confirm your clog order.
CONFIRMATION OF ORDER
Once your clog order has been received by us, you will receive a confirmation e-mail. Please note that these emails are sometimes blocked. Do not hesitate to contact us in case you have not received a confirmation email.
VALIDATION CHECKS
All credit and charge card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to us, we will not be liable for any delay or non-delivery. In addition, in the interests of preventing fraudulent use of credit, debit and charge cards, there may be a validation of the names, addresses and other information supplied during the order process against commercially available records. A third party may also be instructed to complete these checks. By ordering from the www.troentorpsclogs.com website you consent to such checks being made. We may need to contact you by letter, telephone or email to verify details before we are able to process and dispatch your clog order or we may be unable to accept your order. Any information given may be disclosed to a registered Credit Reference Agency which may keep a record of the information.
GENERAL
Troentorp Clogs AB reserves the right to refuse any clog order.
HEAD OFFICE
Troentorp Clogs AB
Stallsiksvägen 1
541 38, Skovde
Sweden
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FAQ
PURCHASING & SHIPPING
Are you still shipping despite COVID-19?
Yes, we still ship worldwide. However, we recommend that you check the local regulations due to COVID-19. Please note that the shipping time can be a few days longer to certain destinations during this period. Can I return the clogs if they don’t fit?
Yes, unworn clogs can be returned for an exchange or refund. Please note that we do not cover the shipping cost for the returned shoes. How long will it take to get my order?
For the EU and USA the Fedex shipping time is 2 - 5 working days. With express shipping it is 1 - 3 working days. What is the shipping cost?
We offer free shipping with Fedex to the EU and USA. The shipping cost will depend on the country for other destinations. What shipping carriers do you use?
For the EU and USA we use Fedex. For most other countries we ship with PostNord. How can I track my order?
For shipments to the EU and USA you will get an email with the Fedex tracking information once the clogs are shipped. Will there be any duty or taxes payable on my order?
There will not be any duty or taxes payable on orders to the EU and USA. There may be duty and taxes to pay if you are ordering from other countries outside of the EU and the USA. Do you ship your clogs to Canada?
Yes, but please note that we ship with post to Canada so the shipping time can be quite long and there may be duties and taxes payable. I would like to carry Troentorp in my store. Is wholesale available globally?
Yes, please contact us at [email protected] to discuss wholesale opportunities. Can I change or cancel my order once it has been submitted?
You can change or cancel your order only if it hasn’t been shipped already. If you want to change your order, please email our customer service at [email protected] Can you let me know when clogs and sandals that are out of stock will become available?
For out of stock clog styles, please send us an email at [email protected] SIZING How do I figure out my size?
Our clogs are sized according to EU, US and UK size standards. See our size guide for conversion, and how to measure your foot length. You can also chat with our Customer Service or email us at [email protected] for more information. Do you make wide fit clogs for people with a high instep or a wide foot?
Yes, we have several models that are suitable for people with a high instep or a wide foot. Please visit our Wide fit clogs page to see models available. What clogs do you recommend for people with a narrow foot?
For narrow feet we recommend models with a padded instep like Rembrandt, Monet, O’Keefe, 4 Star Chef, Johannsson, or the Wright with padding. Does Troentorp have different shoe lasts with different widths?
Most of our clogs are made on a regular width last but we offer some models in both regular last and our H last which has a higher instep and is a better fit if you have a high instep or a wider foot. PRODUCT QUESTIONS
Do you make vegan clogs?
Yes, we have a small collection of clogs made to meet vegan standards. Please take a look here to see our vegan leather clogs: troentorpsclogs.com/vegan-clogs I used to wear Bastad clogs. Are these the same clogs?
Yes, we started selling under the Troentorp name in the 1990s. How do I take care of my clogs?
It depends which type of leather your clogs are made of. Please visit the Care instructions page for how to care for your clogs. https://troentorpsclogs.com/care-instructions/ Can you make me a custom pair of clogs?
Yes, we’ll be glad to custom make you a pair of clogs in any combination you like. Please email our customer service at [email protected] for more info about pricing and materials available. What is the difference between the Ideal and the Original sole?
The Ideal bottoms have a thicker polyurethane sole to make the clogs softer to walk in. The Original sole was created in 1957 and features a thin strip of polyurethane. Visit our ‘Our wooden soles’ page https://troentorpsclogs.com/our-wooden-soles/ to find out more about our Original, Ideal, and Mid wooden bottoms. Why is there a small hole on the top of the footbed?
All Troentorp clogs have little hole on the footbed just above the heel pads this. This is the nail hole that holds the last in place when we stretch the leather over the last. Consider it a mark of authenticity. Are Troentorp soles slip resistant?
We use Grip-tech PU for our Ideal soles which is a material developed for increased slip resistance. Do you make a steel-toe clog?
Yes. Picasso and Pablo, as well as the Safety clogs are steel-toe clogs. REPAIRS
Is there a way to resole my clogs?
Please send us photos of your clogs and we will determine if it’s possible to replace the outsoles. One of my buckles broke. Do you offer repairs?
We can send you a replacement buckle. Please email us at [email protected] and let us know the style and color so we can send the proper buckle. How do I get replacement heel pads?
Please contact customer service at [email protected] and let us know how many sets you need. -
Repairs
The outsoles of our Ideal and Original bottoms will eventually wear down and when possible we love to see our clogs live on with a resoling. We always recommend repairing as the most sustainable and most economical option. Conserving rather than being wasteful is a beautiful way of holding on to your old favorite clogs. Because every repair is different, please email Anna-Lena with photos attached. We can then figure out if it’s possible to remove the old soles and attach a pair of brand new.
For every repair question or request, please contact Anna-Lena: [email protected]