COVID-19 FAQ Content
- Am I safe placing an order?
We're doing everything we can to ensure the safety of our customers and staff at this time. If you prefer, we can seal your order in a polybag to add an extra layer of protection.
- I’m staying in – can I arrange a delivery/return pick-up at the door?
If you’re based in Stockholm or Gothenburg we recommend Budbee home delivery to get your order straight to your doorstep. If you want to make a return, please call UPS/DHL for home pick-up.
- Will I receive my order?
Your order will reach you as soon as possible.
- Will my order be delayed?
Shipping might take longer due to local delays. Please check your tracking email for updates to your shipment and your local delivery service. Due to UK border closures, UPS and DHL Standard shipments to the UK are temporarily suspended and Express shipments to all destinations except the US may be delayed at this time.
- Can I return my order later?
Due to potential delays with couriers, we have extended the return window to 30 days, instead of the usual 14 days. If your return is late because of shipping delays, your refund will be issued as normal without any additional fees.
- Are the Totême stores open?
Yes, the stores at Biblioteksgatan and Nordiska Kompaniet are open. Please see opening hours below.
Weekdays: 11am – 7pm
Saturday: 11am – 5pm
Sunday: 12pm – 4pm
From December, the store will be open for “safe shopping” between Monday to Saturday 10 - 11am. During these hours we limit the amount of customers in the store to 5, and you will be given a face mask, hand sanitizer and get your temperature checked at the door.
Weekdays: 10am – 7pm
Saturday: 10am – 6pm
Sunday: 11pm – 5pm
- Am I safe visiting the stores?
To ensure a safe and joyful visit, both stores have face masks, hand sanitizer and non-touch thermometers for staff and visitors to use.
From December, Biblioteksgatan 5 will be open for "safe shopping" between Monday to Saturday, 10 – 11am. During these hours, we will limit the amount of customers in store to 5, and everyone will be asked to wear a face mask, apply hand sanitizer and get their temperature checked at the door with a non-touch thermometer.
- Is the By appointment service still available?
You can still book a personal store appointment with one of our Studio Associates, simply visit Stores, send us an email or give us a call. If you prefer, we also offer virtual appointments via Skype.