Frequently asked questions

You will find an answer to most of your questions below. However, we love being in touch with our customers and community, so feel free to reach out to us if you cannot find an answer to your question below.

Email: hello@ravbysweden.com

Phone: +46 40 675 34 70

ABOUT RAV BY SWEDEN

Where are you based?

RAV by Sweden, RAV Sverige AB, is located in Skurup, southern Sweden.

Who is behind RAV by Sweden?

We are Maria and Tian Ming. We live in Skåne, southern Sweden and wish to inspire people to discover amber, or rav, as it is also called. You can read more about that here.

How do you work with sustainability?

Sustainability is crucial for us at RAV by Sweden. But every company more or less says that. Our jewellery is a natural product made from natural materials like amber, silver or leather. Each product is handmade by us and we focus on creating unique one of a kind pieces, rather than mass production. All shipping material is made from paper, to minimize a negative imprint on nature. Our true passion is for people to discover amber, and we want you to be able to do so in different ways, with a strong focus on sustainability.

PAYMENT

Which payment methods do you offer?

Payment can be done with any major credit card on our website through the Stripe payment solutions systems, for a secure and convenient way to pay.

ORDER

I have ordered a jewellery piece but haven’t received an order confirmation?

You should receive your order confirmation within one hour. Do check your spam folder as it sometimes ends up there. If you still have not heard from us, get in touch at hello@ravbysweden.com and we will look into it.

I noticed that some of my information got entered incorrectly when I placed my order, how can I fix it?

In the order confirmation email you have received you will find all the information regarding product, price and chosen payment method. If any of this information is incorrect, please contact us as soon as possible at hello@ravbysweden.com.

SHIPPING & DELIVERY

I have ordered a piece of jewellery, when will it arrive?

For orders being shipped within Sweden

Your order is packed and sent from our office within 24 hours of us receiving your order. This excludes orders placed during the weekend, which will be sent the following Monday. All our orders are sent with DHL, through our cooperation with Fraktjakt. Once the package is on its way you will receive an email with a tracking number and the package should arrive at one of DHL’s 1600 national Service Points within 3 days. You will receive an email or a text message notifying you that you can pick up your package.

For orders being shipped within the European Union

Your order is packed and sent from our office within 24 hours of us receiving your order. This excludes orders placed during the weekend, which will be sent the following Monday. All our orders are shipped with DHL through our cooperation with Fraktjakt. Depending on where the order is being shipped, you will have had the option at checkout of choosing DHL Parcel Connect or DHL Home Delivery. The DHL Parcel Connect service allows you to collect your RAV by Sweden package at one of 70 000 different service points across Europe. The DHL Home Delivery service delivers the package at your doorstep, which you will then have to provide a signature for. Depending on where it is being shipped you should have received your package within 10 days. You will receive an email or a text message notifying you that you can pick up your package.

It has been days and I still haven’t received my package?

We understand that you are looking forward to receive your package! You will always be able to track your package when it has been shipped from us, with the tracking number provided by email. If for some reason you still have not received your package within 10-12 days, please do reach out to us at hello@ravbysweden.com and we will assist you. Include your order number and tracking number of the shipment.

Where can I pick up my package?

If you choose the DHL Parcel Connect service at checkout when placing your order, it will be shipped to one of 70 000 different service points across Europe. You will receive a text message when you can pick it up, don’t forget to bring your ID.

How much does shipping cost?

Through DHL we ship to the following countries: Denmark, Germany, Belgium, Finland, Luxembourg, Austria, Polen, Slovakia, Czech Republic, Latvia, Lithuania, Estonia, Italy, Croatia, Portugal, Romania, Slovenia, Spain, Hungary, Ireland, Bulgaria and France. Shipping rates are based upon DHL standard rates within the European Union and depends on where the package is being sent. You can always see the costs for shipping at checkout, and choose which method of shipping you prefer before making payment.

SHOP

I want to cancel my purchase, how can I do that?

If you order has not yet left our warehouse you can indeed cancel your order. In that case you need to contact us at hello@ravbysweden.com so we can assist you further. When contacting us, please provide your order number when contacting us. If the package with your order has already left our warehouse, which it normally does within 24 hours, you can unfortunately not cancel your order. In that case, you can instead return it.

My jewellery piece looks slightly different than it did in the images, why?

Every piece of amber is unique and some small variations in shape or color can therefore occur. This can also be further influenced by differences in screens, photo quality and color settings on your device. We always aim to present our jewellery as correctly as possible, but some deviations can occur.

WARRANTY & RIGHT OF RETURN

My RAV by Sweden jewellery piece is broken – can you repair it?

All RAV by Sweden pieces come with a one year warranty from the date of being shipped. If your jewellery piece is covered by the one year warranty we will repair your jewellery piece free of charge, as well as covering any shipping costs for sending the product to us for repair and returning it back to you after repairing it. If the warranty time period has expired, we can repair it for a cost. In that case, shipping costs are covered by the customer. Please contact us by email for more information.

I have changed my mind and want to return my RAV by Sweden jewellery piece, how do I go about that?

According to European consumer rights you have a right to return your purchase within 14 days of receiving it. To return it to us, send us an email to hello@ravbysweden.com with your name and order number and we will get back to you as soon as possible. Costs for shipping the product back to us, as well as the responsibility for the product reaching us, is borne by you.

EXPERIENCE AMBER

Why can’t I book this experience?

Our amber experience is currently only available for customers booking domestically in Sweden, however, we are working on making this available for our international guests as soon as possible, most likely by autumn 2024.

What does your experience include?

Our experience is 2 hours long and takes place in the nature of southern Sweden. During your guided tour, you will join us as we explore amber as a material, its history and origins and how one can search for amber, in a sustainable manner with minimal impact on the environment. Coffee and Swedish snacks are included and you will also have the opportunity to search for amber by yourself!

Tools to search amber with are provided by RAV by Sweden and to participate you will only need warm clothes, a hat, gloves and a pair of rainboots. We cannot guarantee that you will find amber, but we make sure the conditions for it are as good as possible.

Experience amber is suitable for those who enjoy spending time in nature with family and friends, but also for those who are interested in Scandinavian history or unique materials. It will also appeal to those who are looking for a truly unique experience.

How safe is your guided amber tour?

Our amber experience can be compared to a walk on a beach, in the beautiful nature of Skåne. The risk for injury is deemed low and our experience of searching for amber for many years will ensure that we share information on how to search for amber in a secure way. A first aid kit is always available, and your guide has been educated in CPR (cardiopulmonary resuscitation). RAV by Sweden is ensured and the experience has been developed in line with the Swedish Consumer Agency guidelines on secure products and services. RAV By Sweden can however not take any responsibility for any injury that might occur during the experience. Participants are recommended to review their insurance. Please note that the experience is not accessibility adapted and requires participants to be able to walk in slightly hilly terrain.

What is the cost for experience amber?

40 € for adults

30 € for children between 10 – 18 years old

7 € for children between 5 – 10 years old

What do I need to prepare before experiencing amber?

The winds on the beaches of Skåne tend be cold and the only thing you will need to prepare is warm clothes. Think in layers and do not forget to bring a hat and a pair of gloves. Rainboots are perfect for searching amber, but hiking booths can also be used on a dry day.

Is the experience covid-19 secure?

Yes! It takes place outside with plenty of space for social distancing between participants. To minimize risk, each participant gets a tool for searching amber which is not shared with anyone else, to minimize transmission through hand contact. All participants wear gloves and the coffee is prepared for each individual participant. Hand sanitizer is available throughout the experience and since each experience is exclusively for you and your friends and family, you will not be exposed to any other participants.

Why do you confirm the meet up location so late?

Amber searching is closely connected to weather conditions. Wind direction, intensity, and water levels all play an important role and we take all of that into consideration when preparing for your experience. To maximize the chances of you being able to find amber, we might change location on short notice, depending on weather conditions. We will always confirm the final location at least 24 hours before.

I need to cancel my booking, how do I do that?

Send us an email at hello@ravbysweden.com and we will assist you. For rules regarding cancellations, re-booking please see our terms and conditions here.

Why can’t I make a booking during the summer months?

Searching for amber is done during the amber-season, which is during late autumn, winter and early spring. Therefore, you can book our experience between October to May. That’s when it is amber season!

I don’t have a car, can I participate?

Yes! Our experience takes place in Skanör or Falsterbo in Skåne, Sweden, which can be easily accessed by public transportation. From Malmö city center, you can choose bus number 100 or 300, depending on location. Please note that the buses in Sweden do not accept cash payment. Visit Skånetrafiken for more information. If you do arrive by car, free parking is available.

I am gluten/lactose intolerant; can I still get a snack with my coffee?

Absolutely! Drop us an email at hello@ravbysweden.com and we will take care of it for you.

SIZE GUIDE

Which size should I order?

Rings

To ensure that the ring you wish to purchase fits, we recommend that you measure your size before placing your order. Determining which ring size you have can be done at home, hazzle free, by following our guide that you can find here. When you know your size you can simply check the product page to see if the ring you want to purchase is available in your size. Information regarding product weight is also available on each product page. Each product also has an image where you can see its size as it is being worn by a person.

Earrings

The size of the earrings is available on the product page and is provided in millimeters. This refers to either lengths times height or its size in diameter. Information regarding product weight is also available on each product page. Each product also has an image where you can see its size as it is being worn by a person.

Bracelets

The size of the bracelet is provided in millimeters and is available on the product page. This refers to the diameter of the bracelet. You can measure your wrist size with a piece of paper at home if you are unsure of the size fits. The majority of our bracelets are adjustable in size. Information regarding product weight is also available on each product page. Each product also has an image where you can see its size as it is being worn by a person.

Necklaces

A chain is always included when buying a pendant from RAV by Sweden and it is 45 centimeters in length. Most of our necklace can be adjusted and therefore fits a variety of sizes. Information regarding product weight is also available on each product page. Each product also has an image where you can see its size as it is being worn by a person. For more details on sizes please check out our size guide.

I found a piece of jewellery that I want to buy, but I can’t seem to find it in my size?

Since all of our jewellery is handmade they are normally one of a kind, and not available in more than one piece and in one size. If it is a ring or bracelet that you are looking at, we can change the ring size for you, at an added fee. Contact us at hello@ravbysweden.com and we will assist you.