WE ANSWER YOUR QUESTIONS

In the selected areas below you can find the most common questions with answers. We hope these will be of help to make your shopping experience as smooth and enjoyable as possible. If you cannot find the answer you are looking for in this section, please contact our customer support.  

Login and order related issues

The item I am looking for is out of stock, when can I expect it back?

If an item is out of stock and it has been re-purchased, you will see an estimated date on the product page.
Otherwise please contact support.merchandise.cn@volvo.com for details.

When will I receive my order?

Orders placed before 11.00 am (CET) will be sent the same day.
It normally takes 2-5 business days depending your order destination.
If you wish to know the exact deliverytime before placing your order please e-mail us at support.merchandise.cn@volvo.com

Freight and claims related issues

What is the freight-cost for my order?

The freight cost depends on the delivery address and the total weight of the order.
The freight cost will be visible before you confirm your order in the check out.
To learn more about freight costs please visit Delivery & Shipment.

Who is responsible for customs clearance and customs expenses for deliveries outside EU?

According to our Terms of Sales, the customer is always liable to pay duty and custom expenses including import tax where applicable.

I would like a certificate of origin or ATR, who should I contact?

If you need any help with documents please contact support.merchandise@volvo.com for assistance.

I want to return an item, how should I do this?

If you wish to return or exchange sizes of an item, please fill our return form, it is found on the front page under Returns & Claims.
Please email the form to us as a word attachment and our customer support will contact you,
do not send anything back before you have been contacted.

How can I claim an order/item?

If you have received an order that is incomplete in any way, meaning that you are missing an item, received the wrong quantity or the delivery is damaged in any way, please let us know as soon as possible. Kindly fill in the claims form. Please email the form to us as a word attachment and customer support will contact you,
do not send anything back before you have been contacted.

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