Frequently asked questions
Products
The fastest and easiest way to fill the bag is to use what we call the "Air Scooping Method". Grasp the bag at the opening, open it and sweep in a straight line through the air. Close the opening before the movement stops. Note, you do not have to run with it through the air.
Repeat this movement three to four times or until the bag is approximately 70% filled with air. Then seal the bag by rolling up the closed opening until you can no longer roll. Then lock the bag by closing the buckle. If you are out on a windy day, just open the bag to the wind and let the air flow in and close the custom bag. You're done, enjoy your Softybag.
All our products can be used both outdoors and indoors. Thanks to the durable material from which it is made, Softybag works on most surfaces. A good rule of thumb is that you can place your Softybag anywhere you can walk barefoot without injuring your feet.
Softybag is not a water toy. It will float on water, but we recommend that you do not use it in the water if you are alone. Always let someone keep an eye on you if you want to float on your Softybag.
We hope you lie or sit in your Softybag when it is inflated, but if you need to get up and take a quick dip or refill your drink, your Softybag comes with a sealing pin that you can use to secure it to the ground. Another option is to fill your Softybag carrying bag with something heavy like a rock or some sand and attach it to the tied straps.
Ordering & Delivery
All products from our current collection can be seen on the website. If an item is not in stock, this is on the item's page.
In the unusual case, there may be an error between the website and the actual stock, for example through an incorrect invoice, then you will be notified via e-mail and receive a refund for the missing item / items.
Please check if the confirmation email may have ended up in your spam / spam folder. The confirmation email should be sent immediately, but it may be delayed. If you have not received anything within 24 hours, please contact us so that we can check that everything matches your order.
Unfortunately, it is difficult to make changes to the order or delivery address after you have placed your order. We strive to send all orders as soon as possible and therefore your order is processed quickly. If a change is necessary, contact us and we will do our best to help you.
Should you receive a defective or damaged item, please contact us and we will do everything we can to correct our mistake. You will receive new items or a refund according to your wishes. Important: Please enter your order ID when contacting us.
If an item is missing in your delivery, please contact us and we will do our best to correct the mistake. You will receive either a new item or a refund based on your wishes. Important: Please state your order number in your contact with us.
All orders placed on the website are free of charge.
When your order leaves our warehouse, you will receive an email with a tracking number so you can track the delivery.
If you do not receive your package within 7 working days, you are welcome to contact us and we will help you.
We deliver to all of Europe. Our packages are sent from our central warehouse in Stockholm/Sweden.
It usually takes about 1-4 working days from the order placed until you receive your order.
Vårt mål är såklart att du ska få din order så fort som möjligt. Vanligtvis skickar vi din beställning inom 24 timmar från mottagen order. När vi mottagit och packat din order får du en leveransbekräftelse på att ditt paket är på väg till dig. För att försäkra dig om en smidig leverans är det viktigt att du har samma namn på dörren/brevlådan som det du uppgav vid ordertillfället.
Delivery time is only an estimate and may vary. Deviations may occur during holidays or campaign periods.
Packages are always delivered on weekdays.
You will receive your estimated delivery time in connection with your delivery confirmation, ie when your order is sent from our warehouse.
Please note that delivery times may be delayed during long weekends and promotional periods.
If your item has not been delivered to you within 7 working days (Mon-Fri), you can contact us and provide your order number. We are happy to help you.
Customers in the EU do not have to pay customs costs or import taxes on their order. These costs are included in the price. If you live outside the EU, you may need to pay VAT and customs duties. Please contact our customer service and we will help you with this.
There are several different ways you can choose to pay, you choose the payment method you want when you arrive at the checkout.
We offer the following payment methods:
- Visa
- Mastercard
- Klarna
- PayPal
- Swish
Exchanges & Returns
It is important that you as a customer carefully examine your products once you have received your package. If there is any product in your package that is broken or damaged when you receive your delivery, please contact our customer service immediately and we will help you. Enter the order number and attach a picture of the damaged product. We of course make sure that you are replaced with a new product or refunded based on your wishes.
You can see your refund on your bank statement within 7 banking days calculated from the day we received your returned item. Refunds are always made to the same account used for payment.
You are entitled to a 30-day open purchase or exchange right from the date you receive your order from Softybag.
The item you return must:
- Ligga i sin originalförpackning med etiketter
- Be in the same condition as when it was received
A change can only be made to a product with a lower or the same value as before. If you want to exchange for a product of a higher price, we must make a return and full refund to you first. After this, you can place a new order for the desired item.
You will be refunded the same amount as the price paid. If the item was purchased at a promotional price, you will be refunded this price.
We are happy to help you change your item. Make sure that your item is in new condition and in its original packaging, and that the exchange takes place within 30 days of receiving the order. You can not exchange used goods.
It is important that you contact Softybag's customer service with information about which product / products you want to exchange and which product you want instead. We will place a new order with you as soon as we have registered your case.
In case we do not have the desired product, we can offer an equivalent product or refund.
We are happy to help you return your item. Make sure that the product is in new condition and in its original packaging, and that the exchange takes place within 30 days of receiving the order. You can not return used goods.
Det är viktigt att du kontaktar Softybag kundtjänst med information om vilken/vilka produkter du vill returnera. Uppge ordernummer och vilken/vilka produkter du vill returnera. Vi registrerar ditt returärende och gör återbetalningen.
In case we do not have the desired product, we can offer an equivalent product or refund.
Repayment is made via the same payment method as the one used at the time of purchase. The amount is usually refunded to your account within 7 working days from the day we receive your return. If the payment has been made via invoice, the amount paid will be returned directly from Klarna.
Complaints & Warranty
The Softybag warranty is valid for 2 years from the date of purchase. The warranty covers any manufacturing defects on the product, which includes fit, adhesive and seams.
If a warranty case arises, contact us via our customer service and enter the address, order number and a detailed description of the case. Also attach pictures that show the problem so we can make an assessment of your case faster. If your product is covered by our warranty, it entitles the customer to a corresponding product.
Please note that compensation does not take place in cases where the product is not covered by our warranty.
- Damage or defects caused by improper use of the product.
Before complaining about a product, please read the section "Warranty conditions" and see that this is met before the complaint. If the product you want to complain about is covered by the warranty, please contact Softybag's customer service to help you further.
Enter the following information in the event of a complaint:
- Order number and article for which the complaint applies
- För- och efternamn
- Explanation of the product defect
- Image showing the product defect
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