FAQ

FAQ and Terms & Conditions

FAQ

Do You Have Questions About Your Order?

We are happy to help! To ensure we handle your request as quickly and smoothly as possible, please always include your order number when contacting us.

If you are missing an order confirmation or an order number, please provide other details that can help us locate your purchase (for example: full name, item numbers or barcodes, phone number, or the email address used for the purchase).

Can’t Find the Answer to Your Question?
Contact us Here:
E-mail: support@bengans.se
Phone: +46 31-42 52 23 (Monday–Friday, 10:00 AM – 12:00 PM CET)

Why Hasn’t My Order Shipped Yet?
If the delivery time has exceeded what is stated on the product page, please contact our customer service team so we can investigate what has happened.

Unfortunately, stock levels may occasionally be incorrect. In these cases, we do our utmost to order the item for you from our supplier. Should the item be completely out of stock with the supplier, we will notify you immediately and help you find an alternative or cancel the purchase.

What Does “Notify Me” Mean?
When an item is temporarily out of stock, you can choose to track it. We will then send you an email notification as soon as it is available to order again.

Please note that this notification is not a reservation; items are sold on a first-come, first-served basis once the alert is sent out. You can view and manage all the items you are monitoring at your profile.

Is the Item in Stock / What Does the Status Mean?
The current stock status is displayed on each product page and determines the estimated delivery time for your order.

What Does “In Stock” Mean?
Items marked with “In Stock” are available in our own warehouse or in one of our stores. This typically means a standard delivery time of 2–6 working days.

What Does “In Supplier Stock” Mean?
If an item is marked as “In Supplier Stock,” it is available through our external suppliers and has an estimated delivery time of 7–14 working days.

What Does “In Store Stock” Mean?
The product page also indicates if an item is available in a physical store. We use statuses such as “In stock,” “Low stock,” or “Out of stock” to show availability.

We strive to always display accurate stock levels, but please note that discrepancies may occasionally occur during periods of high order volume.

Order Status and Tracking
To ensure that notifications and confirmations reach you, it is important to carefully check your contact details, such as email address and mobile number, before completing your order. Once an order is placed, an automatic order confirmation is sent via email; if you do not receive it, please first check your spam folder or verify if an incorrect email address was provided at checkout. You can also view your order status on your profile page.

When your order leaves our warehouse, a shipping notification is generated and sent to your email containing a tracking number to follow your shipment. For further information regarding your order status, please contact our customer service team at support@bengans.se. Please always include your order number when contacting us so that we can handle your request as efficiently as possible.

Note! We are not responsible for any local fees that may occur when ordering outside of Sweden (for example, customs, taxes or other fees).

I Want to Cancel an Order or Item
Requests for cancellations must be reported to our customer service team immediately. Please note that an order or item can only be cancelled until it has left our warehouse for delivery. We therefore recommend contacting us as soon as possible to increase the likelihood that the cancellation can be processed before dispatch.

Please be aware that a cancellation request can never be guaranteed, especially during weekends or periods of high order volume when processing moves very quickly. If an order has already been shipped, it can no longer be cancelled; in these cases, the shipping cost will not be refunded upon return.

Changing Items or Delivery Method
It is not possible to add items, change items, or change the delivery method on an order that has already been processed. If you wish to make any of these changes, please contact customer service, as the existing order must be cancelled in its entirety. You are then welcome to place a new order with the desired items and delivery option.

Changing Shipping Address / Shipping to an Alternative Address
Please contact our customer service team at support@bengans.se and we will happily assist you.

Returns
As an online customer, you have a 14-day right of return from the day you receive your order. If you wish to return an item, you can either ship it back to our central warehouse in Gothenburg or drop it off directly at one of our stores in Stockholm or Gothenburg (please note: online returns are not accepted at our Linköping store).

When making a return, you as the customer are responsible for the return shipping costs. Once we have received and inspected the item, the amount for the product will be credited back to your original payment method. Please note that the initial shipping cost from your order is non-refundable.

To ensure we can process your return as quickly as possible, it is important that you include the delivery note or picking list that was provided in the package.

Return Address:
Bengans E-Handel
Returer / Returns
Slakthusområdet, Hall G
415 02 Göteborg
Sweden

Purchasing Gift Cards
To purchase a gift card, you must be logged into your customer account before placing the order. If you do not have an account, you can easily register one here. Once logged in, you will find your gift card on your customer profile. We will also send the gift card to your email address.

Please note that gift cards purchased in our physical stores can only be used as a payment method for in-store purchases. Digital gift cards purchased on our website are only valid for orders in the webshop.

Does Bengans Ship Worldwide?
Bengans webshop ships worldwide, with the exception of a few countries. Due to significant delivery issues to South and Central America, we reserve the right to decline and cancel orders to certain countries (e.g., Brazil). We do not ship to Northern Ireland, Åland, Israel, Belarus, Russia, China, Gran Canaria, Tenerife, and Bosnia and Herzegovina, among others.

You will find the available countries of delivery at checkout. We are not responsible for any local fees that may occur when ordering outside of Sweden (for example, customs, taxes or other fees).

Individual Requests
Unfortunately, we are unable to accommodate individual requests regarding the packaging of orders or items. This is because both order processing and packaging are managed through an automated system in coordination with our warehouse, making it impossible to fulfill specific personal requests. Rest assured, we package all customer orders with the utmost care.

Pre-ordering Signed Copies
If an artist visits one of our stores for a performance or signing session, these copies cannot be pre-ordered. They will be made available for order only after the signing is completed, once we know if there are any signed copies available. We often do not know how long an artist can stay or if they will have the time and opportunity to sign extra copies beyond those for the customers attending in person. You are, of course, welcome to contact the respective store after the signing for an update.

Please note that we often offer signed copies for pre-order on specific releases. In those cases, it will be clearly stated on the website that the item is signed as long as the offer remains valid.

Can I Order Items Not Found in the Webshop? / Can You Stock a Specific Item?
Different records remain available for different lengths of time. Once a record sells out, the record label decides whether it will be repressed. If they choose not to repress it, the item becomes "out of print" and can no longer be ordered. In some cases, however, it may still be available through import.

If you are looking for a record that is missing from our webshop, you are welcome to contact us, and we will investigate if it can be sourced via import.

Selling Used Records to Us
We buy used records at our stores in Gothenburg and Linköping. Please bring them to the respective store, and we will perform a valuation.

If you have any questions regarding this, please call or email the store directly. You can find contact information and opening hours here!

I Want to Subscribe / Unsubscribe to the Newsletter
You can subscribe to or unsubscribe from our newsletter here
EU: https://www.bengans.com/newsletter
Non-EU: https://www.bengans.eu/newsletter

Please add “@bengans.se” and “@bengans.com ” as trusted senders in your email client to ensure you don't miss any of our updates.

Pick Up in Store
Unfortunately we do not offer pick up in store as a delivery method for our EU and non-EU customers. If you however want to reserve a record in store, you need to contact the store directly.

You can find store contacts here: https://www.bengans.com/our-stores

Terms & Conditions

Information Regarding Deliveries
To ensure your order reaches you as smoothly as possible, it is important to verify that all address details are correct before completing your purchase. Please double-check that the postal code is accurate, as our postal partners route your package to a service point based specifically on your postal code. This also applies to packages sent with home delivery.

If you live in an apartment, it is helpful if the apartment number is provided directly after the street address (for example: Market Street 1, apt 1101).

We collaborate with Postnord, DPD, DHL Parcel Connect and DHL Express for our deliveries. You can see delievry methods available for your country at the check-out. You will receive ongoing information regarding your shipment via their respective apps and websites, as well as via SMS to the mobile number provided at checkout.

It is vital that your contact information is up to date so that you do not miss notifications from us or our postal partners. Unfortunately, we cannot take responsibility for packages returned to us due to incorrectly provided address details or contact information. If a package is returned as "unclaimed," a handling fee will apply – you can read more about the terms for unclaimed packages under the "Unclaimed Packages" tab.

We always pack orders with care to minimize the risk of damage during transit. Unfortunately, we cannot accommodate individual requests regarding specific packaging methods.

Shipping Costs
The shipping fee for your order is displayed in the shopping cart before you select your payment method. Shipping costs are calculated based on the total weight of your order. When you change country (and quantity of items) the shipping cost will be automatically updated. Maximum weight per order outside Sweden is 10 kg.

Note!
We are not responsible for any local fees that may occur when ordering outside of Sweden (for example, customs, taxes or other fees).

Prices – Physical Stores and Webshop
All prices on EU website include VAT. Prices on the non-EU website do not include VAT. All prices are stated in Euro (€). Please note that prices may vary between our physical stores and the webshop.

Future Releases / Pre-Orders
When ordering items with different release dates, the order is shipped by default only when all products are available for delivery. To ensure delivery on each item's respective release date, we recommend placing separate orders.

Partial Delivery of Orders
We do not provide partial deliveries for orders to countries outside of Sweden.

Unclaimed Packages
If a shipment is not collected within the carrier's holding period or is refused upon delivery and subsequently returned to us, a handling fee will be deducted from your refund.
- Orders shipped outside the EU: A handling fee of 10 EUR plus the actual return shipping cost will be charged.
- Orders shipped within the EU: A fixed handling fee of 15 EUR will be charged.
These fees cover the costs associated with return shipping, processing, and administration. The remaining balance of your order will be refunded to the original payment method.

Returns and Right of Return
As an online customer, you have a 14-day right of return from the day you receive your order. If you wish to return an item, you can either ship it back to our central warehouse in Gothenburg or drop it off directly at one of our stores in Stockholm or Gothenburg (please note: online returns are not accepted at our Linköping store).

When making a return, you as the customer are responsible for the return shipping costs. Once we have received and inspected the item, the amount for the product will be credited back to your original payment method. Please note that the initial shipping cost from your order is non-refundable.

To ensure we can process your return as quickly as possible, it is important that you include the delivery note or picking list that was provided in the package.

Return Address:
Bengans E-Handel
Returer / Returns
Slakthusområdet, Hall G
415 02 Göteborg
Sweden

Complaints and Claims
If a product is defective or incorrect, you have the right to file a claim. Please note that the duration of the legal guarantee may vary between different EU and non-EU countries, as it is based on the consumer protection laws of the country where you reside.

In accordance with EU legislation, the minimum guarantee period is 2 years from the date of purchase. However, some countries (such as Sweden) provide extended protection for up to 3 years. To ensure we can assist you effectively, any claim must be initiated by contacting our customer service team.

To allow us to make an accurate assessment of the case, please always include the following in your message: your order number, a clear specification of the item in question, and attached photo or video material clearly showing the defect.

Once we have received your documentation, we will get back to you with information regarding the next steps in the process.

Claims for In-Store Purchases
Please note that our webshop team only handles claims for orders placed via the online store. If you purchased your item in one of our physical stores, you must contact that specific store directly to process your claim. Remember to bring your receipt.

If you are not able to return the the item back to the store, then you need to contact support@bengans.se for further instructions.

Stores' e-mail addresses:
Gothenburg: Info@bengans.se
Stockholm: Info.08@bengans.se
Linköping: Evve@bengans.se

Payment Options

Card Payment
Visa or Mastercard via Qliro. Please note that the total order amount will be charged to your account/credit card at the time of purchase, even if your order cannot be delivered immediately.

PayPal
Pay quickly and securely using your PayPal account. When selecting this option at checkout, you will be redirected to PayPal to complete the transaction.

For more information about Qliro and their terms, please visit: https://qliro.com/for-shoppers/customer-support

Information Regarding Refunds
All refunds are processed via the same payment method used at the time of purchase. For direct bank payments or payments via PayPal, the amount is estimated to be available in your account within 2–5 business days after the case has been processed. If the amount has only been reserved on your account, the reservation will be canceled, making the funds available for use again.

For specific questions regarding your refund, please contact Qliro Customer Service directly, as they manage our payments.

Company Information
Oragnisation Number: 556609-3901
VAT Number: SE556609390101

Your Rights
Please send your request to support@bengans.se

Personal Data Register
Bengans stores the contact details of our webshop customers in a secure register. This information is used to maintain a good customer relationship and to provide you with relevant and interesting offers. You may opt out of receiving such offers at any time, and you always have the right to request access to the specific contact information we have registered.

Bengans Skivbutik AB is a member of Svensk Handel (the Swedish Federation of Business Owners), an organization that protects and monitors your interests as a consumer.

Errors in Publication
We reserve the right for price adjustments, pricing errors, inventory changes, and any technical errors on the website, browser, network, or servers. We reserve the right to correct product descriptions, images, and prices that have been incorrectly written or printed on the website or in printed materials. Furthermore, we reserve the right for items to be discontinued or sold out.

Disputes
Any potential dispute shall be resolved by either the National Board for Consumer Disputes (ARN) in Sweden or the European Commission Online Dispute Resolution (EU ODR).

ARN: https://www.arn.se

Allmänna reklamationsnämnden
Box 174
101 23 Stockholm
Sweden

EU ODR: https://ec.europa.eu/consumers/odr

Fraud and fraudulent orders will be reported to the police.

Cookies
To provide you with the best possible experience, we use cookies. These include necessary cookies for the website’s core functionality, as well as cookies for performance, personalization, marketing, and more. You can choose your preferences by adjusting your cookie settings.

Necessary Cookies
Necessary cookies enable basic functions required for the website to operate safely and correctly. For this reason, they cannot be disabled. These cookies handle features such as page navigation, the steps in the checkout process, and account login.

Statistics and Analysis
These cookies provide us with information on how our website is performing and how it is being used. This allows us to improve user experience, user-friendliness, customer service, and other similar functions.

Marketing Cookies
Marketing cookies are used for advertising purposes. With the help of our partners, these cookies allow us to communicate offers that we believe are most relevant to you and your preferences.

Personalization Cookies
Personalization cookies are used to tailor your experience on the website based on your preferences, purchase history, and navigation patterns. This provides you with more relevant offers and an enhanced user experience.

GDPR (General Data Protection Regulation)/ Privacy Policy

GDPR/ Privacy Policy
The GDPR (General Data Protection Regulation) is an EU regulation that has been in effect throughout the EU since May 25, 2018. GDPR replaces previous national data protection laws and places stricter requirements on how companies and organizations process your personal data.

Bengans Skivbutik AB (organisation number 556609-3901) is the data controller and is responsible for the processing of personal data in accordance with the General Data Protection Regulation (GDPR). This regulation strengthens your rights regarding personal privacy. It is important to us that you feel secure in how your personal data is handled.

Why do we Handle Personal Data?
The primary purpose of Bengans Skivbutik AB processing your personal data is to fulfill our commitments and obligations to you as a customer.

We may store your personal data if you have purchased products from us within the past few years, as your contact details were provided to us in connection with those transactions.

Security
Bengans Skivbutik AB has implemented security measures to protect your personal data against unauthorized or unlawful processing. Access to your data is strictly limited to individuals who require it to fulfill the purposes stated by Bengans Skivbutik AB.

Your Rights
You have the right to know which of your personal data Bengans Skivbutik AB processes and for what purposes. This is done by requesting a "register extract." Upon request, we are obliged to provide information free of charge regarding the personal data concerning you, where this data was collected from, the purposes of the processing, and to which recipients or categories of recipients the data has been disclosed. Please send your request to support@bengans.se. We reserve the right, in cases of manifestly unfounded or excessive requests, to either charge a reasonable fee covering the administrative costs of providing the information or taking the requested action, or to refuse the request.

You also have the right to demand that Bengans Skivbutik AB deletes your personal data from all systems. In legal terms, this is known as the "Right to be forgotten."

Bengans Skivbutik AB has the right to deny your request for deletion if there are existing contracts or legal obligations that prevent it. This may include obligations stemming from other laws, such as accounting and tax legislation.

If you would like to learn more about what the regulation entails, further information is available at the Swedish Authority for Privacy Protection (IMY):

https://www.imy.se/en/