Service Policy

Last updated: October 7, 2025

1. Service Overview

At ArcticHug, we are committed to providing exceptional service for all your winter accessory needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.

2. Customer Support Services

2.1 Contact Methods

  • Email: ask@arctichug.com
  • Phone: +46 8 20 20 71
  • Address: Kammakargatan 50, 111 60 Stockholm, Sweden

2.2 Support Hours

Our customer support team is available:

  • Daily: 9:00 AM - 10:00 PM

3. Repair Services

3.1 Available Services

  • Winter accessory repairs
  • Lining replacement
  • Seam repairs
  • Button and zipper replacement
  • Material patching
  • Elastic band replacement

3.2 Service Timeframes

Standard repair services typically require:

  • Assessment: 1-2 business days
  • Minor repairs: 2-3 business days
  • Major repairs: 5-7 business days
  • Custom work: 7-14 business days

4. Warranty Services

4.1 Standard Warranty

All new items purchased from ArcticHug come with:

  • 30-day satisfaction guarantee
  • 90-day warranty against manufacturing defects
  • Free repair of manufacturing defects

4.2 Extended Care

Optional extended care services include:

  • 12-month extended protection
  • Priority repair service
  • Discounted repairs

5. Custom Services

5.1 Customization Options

  • Size adjustments
  • Custom embroidery
  • Material modifications
  • Special features addition

5.2 Additional Services

  • Care consultations
  • Fitting services
  • Style advice
  • Product recommendations

6. Service Quality Assurance

Our commitment to quality includes:

  • Professional assessment of all repairs
  • Quality testing before return
  • Satisfaction guarantee on all services
  • Follow-up quality checks

7. Service Requests

How to Request Service

  1. Contact our support team
  2. Describe the service needed
  3. Receive preliminary assessment
  4. Schedule service appointment
  5. Approve service quote

Contact Information

For questions about our Service Policy or to request service, please contact us:

ArcticHug
Kammakargatan 50
111 60 Stockholm
Sweden

Email: ask@arctichug.com
Phone: +46 8 20 20 71
Hours: 9:00 AM - 10:00 PM Daily