Scandic Friends Shop
Scandic Friends Shop
Deliver to: Sweden

Customer Service

Questions and Answers

What login credentials should I use?

Use your email and password to your Scandic Friends account to sign in to the shop. 

Why is there a point limit?

Due to the current situation regarding Covid-19 each member can redeem up to 100.000 points per month. The limitation is temporary and applies until further notice.

My login credentials do not work?

If you cannot log in try to reset your account by creating a new password. You can reset your password through scandichotels.com, click on "Log in" in the top right corner and thereafter on "Forgot password". When you have updated your password you can log into the shop with your new password. Should the issue remain please contact Scandic member service at +46 8 517 517 20.

How do I redeem Scandic Friends points?

In order to use your points in the shop, you will need to log in using the same credentials you use at Scandic's website. When you have successfully logged in, you will be able to shop using your Scandic Friends points or a combination of Scandic Friends points and card payment. When you have found a reward you would like to redeem you can add it to your shopping cart using the "Add to cart" button. When you want to proceed to check-out, click the shopping cart and then press the "Go to checkout" button. In the check-out, you can decide how many Scandic Friends points you would like to redeem using the slider in the bottom left corner.

How does partial payment / payment using a mix of point and card payment work?

If you want to pay using a mix of Scandic Friends points and card payment, drag the slider in the bottom-left part of the check-out to the position representing the share of the order total you would like to pay using points and/or card payment. If the point slider is set in a position that is lower than the order grand total, the "Pay with points" button in the bottom right corner changes to "Proceed to payment". By pressing the button with the slider in the beforementioned state, you will be transferred to a secure card payment page where you can proceed with the partial payment.

What happens if I return a product that has been paid using points that have expired?

If you, within the allowed withdrawal period, return a product which you've paid using partially expired Scandic Friends points you will only be credited the Scandic Friends points that are still valid. Points that have expired will not be credited. In the case the product is faulty or damaged upon arrival Scandic Friends will decide on a case-by-case basis whether expired Scandic Friends points should be credited or not. 

I have not received an order confirmation – have my points been withdrawn?

Make sure your email address is correct before you place your order. If you have gone through all the steps in the order process and been directed to the registration page your order has been placed. If you do not receive an order confirmation please check your spam inbox before you contact customer service.

I cannot change the email address I want my digital product delivered to?

When you order a product that is delivered digitally can only be sent to the email address that is registered in your Scandic Friends profile. You can change this email address using My pages in Scandic Friends. 

How is my order delivered?

Within the Scandinavian region, your parcel is delivered using PostNord. Parcels to the rest of the world are sent using UPS. You will be notified via email when your parcel has been sent from our warehouse. In some cases, your parcel will be sent to the nearest delivery point and you will be notified of its arrival by email and/or text message.

When is my order delivered?

We always strive to deliver all orders as quickly as possible. The delivery time depends on what product you ordered, and the country you want it delivered to. In the Scandinavian region, delivery times are normally between 3-7 working days. Parcels ordered during the Christmas season, as well as parcels bound for countries outside the Scandinavian region, are normally delivered within 3-10 working days. In rare cases, one of the products in your order might be on backorder from the supplier. In such a case we will delay the delivery until all the products contained in your order are in stock.

Estimated delivery times:

RegionEst. delivery time
Europe 3 - 7 days
Asia 5 - 9 days
Australia 6 - 7 days
Africa 6 - 10 days
South America 7 - 10 days
North America 6 - 7 days

* estimates does not include customs handling

How do I make a complaint due to a product defect?

All complaints should be sent to us along with a detailed description of the defect. In some cases, we require you to attach photos of the product in order to verify the defect. Depending on the supplier, the complaint administration process will vary slightly, along with the time it takes to process the complaint. We always strive to process all complaints as quickly as possible.

Will any additional fees apply when I shop?

A shipping fee will apply, in addition to the price of the product. This shipping fee covers shipping, pick and pack, customs handling and import taxes and depends on the country to which you would like us to send the order and the combined weight and size of all the products in the order. The shipping fee is calculated in the check-out process. No fees apply to digitally delivered products.

Contact us

Scandic Friends Shop

Do you have a question about a product or about your order? Do not hesitate to contact us.

Send us a message or give us a call at +46(0)31 36 36 350 from 09.00 - 12.00 on weekdays.

Questions regarding hotel bookings and other questions

For any issues not related to an order or product in Scandic Friends Shop, such as hotel bookings, membership or points, please contact Scandic member service