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Order and returns
What payment methods do you offer?
Klarna, Visa, MasterCard, American Express and PayPal. Payments through Klarna is available on orders from United States, Europe and the UK.
I have not received an order confirmation
If you have not received an order confirmation, please start by checking your spam folder. We send both the order confirmation and shipping confirmation from the email [email protected]. If you still can't find the confirmation, please contact [email protected] and we will send it to you again.
Can I modify or cancel my order after it has been placed?
If the order is processed and shipped from our warehouse we cannot make any changes unfortunately. If you want to cancel your order please send an email as soon as possible to [email protected].
If you want to cancel your order even though it has been shipped from our warehouse, we will charge you for the shipping costs.
If you want to cancel your order even though it has been shipped from our warehouse, we will charge you for the shipping costs.
Is it possible to track the status of my order?
Once the order is shipped you will get a shipping confirmation to your email where you'll find a link with a tracking number. In the link you will see the estimated delivery day.
Is the VAT included in the cost of my purchase?
Items shipped within the EU, UK and US are shipped with DDP (Delivered Duty Paid), which means that tax and duties are included in the purchase price.
All orders outside EU, UK and US the customer pays DDU (Delivered Duty Unpaid) which means that VAT is not included in the purchase price.
You will get contacted by customs once the shipment arrives and you will have to settle any charges in order for customs to release the shipment and allow your goods to be delivered.
It should be noted that Transparent has no control over these charges and, since these charges differ between countries, Transparent cannot predict their amount. Transparent advises the Customer to contact the local customs office for further information.
If you don't pay for the VAT costs and the order gets shipped back to us, we will charge you for the shipping costs.
All orders outside EU, UK and US the customer pays DDU (Delivered Duty Unpaid) which means that VAT is not included in the purchase price.
You will get contacted by customs once the shipment arrives and you will have to settle any charges in order for customs to release the shipment and allow your goods to be delivered.
It should be noted that Transparent has no control over these charges and, since these charges differ between countries, Transparent cannot predict their amount. Transparent advises the Customer to contact the local customs office for further information.
If you don't pay for the VAT costs and the order gets shipped back to us, we will charge you for the shipping costs.
When will my order be shipped?
Once you place an order, processing usually takes 1-2 business days. Then the carriers take it from there! You’ll get a shipping notification with a tracking number as soon as your order is on its way to you.
How much does shipping cost?
Transparent offer free shipping over €100/$100/1000 SEK for all orders except to the UK where all shipping cost £30.
How long is the delivery time?
Our goal is always to get your order delivered as quickly as possible. The estimated delivery date depends on the country and the shipping alternative you choose.
Standard delivery time is estimated to 3-5 business days within the EU and the US.
Standard delivery time is estimated to 5-7 business days worldwide.
Standard delivery time is estimated to 3-5 business days within the EU and the US.
Standard delivery time is estimated to 5-7 business days worldwide.
My tracking doesn’t seem to be working
Sorry about that! In some cases, the carrier will take 1-2 business days to register the shipment status for your order. Please wait about 24 hours after you have received the shipping confirmation, If your tracking number still isn’t updating or working at all, please reach out to us with your order numbe
What shipping methods do you offer?
Most orders ship with UPS. Orders in Sweden ship with DHL or Budbee.
Where do you ship from?
Orders from the US, Canada and Mexico are shipped from our warehouse in California. Our European and international order are shipped from our warehouse in Stockholm, Sweden.
Do you ship internationally?
We ship worldwide, with the exception of Russia. If you cannot find your desired destination country in the shipping list, please contact the Transparent customer support at [email protected].
What are your return policy?
You have the right to return any product purchased from our website within 30 days of placing the order. The product(s) must be unused, in its original package, and still in the same new condition as it was when the item was received.
Do you offer free returns?
No, we do not offer free returns. You need to cover any return costs and eventual VAT costs. Orders placed in the US, Canada or Mexico will be sent back to our warehouse in California. Orders placed in the UK, EU and rest of world will be sent back to our warehouse in Sweden.
How do I create a return or exchange?
Send an email to [email protected] with the following information:
- Your order number and/or receipt. Name the e-mail “Return order ####”, or “Exchange order ####”
- Reason for returning
- Serial number/"QR-code". It is located at the bottom/in the back of your speaker.
You will then receive further information on where to send your return. We recommend you ship the order with trackable shipment. Returns usually take 14 days to be received and processed. When your return has been processed and approved, a refund will be issued to your original payment method. Please note that the refund can take about 5-10 business days. Please reach out to us if you have not received the refund about 15 days after your return has reached our warehouse.
- Your order number and/or receipt. Name the e-mail “Return order ####”, or “Exchange order ####”
- Reason for returning
- Serial number/"QR-code". It is located at the bottom/in the back of your speaker.
You will then receive further information on where to send your return. We recommend you ship the order with trackable shipment. Returns usually take 14 days to be received and processed. When your return has been processed and approved, a refund will be issued to your original payment method. Please note that the refund can take about 5-10 business days. Please reach out to us if you have not received the refund about 15 days after your return has reached our warehouse.
How do I make a claim?
Even though we make meticulous controls of all our products, it is still possible that, in rare cases, they are faulty. We handle every case individually. During the warranty period (1 year from the date of original purchase from Transparent via the www.transpa.rent), you have the right to make a complaint about manufacturing, or material faults, or faults that have been detected after normal use. If the fault is caused by ungentle usage, you don’t have the right to make a claim.
How to Make a Claim
Send an email to [email protected] with the following information:
- Your order number and/or receipt. Name the e-mail “Claim order ####”
- Serial number/"QR-code". It is located at the bottom/in the back of your speaker
- Description of the damage and how it occurred
- Take images and/or record a short video clip showing the damage/problem
Remember to attach the images in a format of ZIP or JPEG.
How to Make a Claim
Send an email to [email protected] with the following information:
- Your order number and/or receipt. Name the e-mail “Claim order ####”
- Serial number/"QR-code". It is located at the bottom/in the back of your speaker
- Description of the damage and how it occurred
- Take images and/or record a short video clip showing the damage/problem
Remember to attach the images in a format of ZIP or JPEG.
Can't find what you're looking for?
Fill out the form below or send an email to [email protected]. We always try to respond within 24h. If you have filled out the form and have not seen a reply in 48h, please check your spam folder or send your email to [email protected].
Questions regarding your speaker, please attach these details in your message:Order number or a copy of your receipt
Describe your question
Serial number/"QR-code". It is located at the bottom/in the back of your speaker.
Questions regarding your speaker, please attach these details in your message:
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