Help: F.A.Q

PLACING AN ORDER

How do I pay?

To get your hands on a pair of Happy Plugs you could either pay with: VISA, Mastercard, Eurocard or American Express via PayEx. You can also use PayPal or Klarna.

Is it safe to pay by card?

We use 3D Secure, which makes card payments secure. We at Happy Plugs can not see your card information or in any way save it. All our transfers are running with encrypted connection.

Do I pay VAT on my purchase?

If you are a customer living in a EU-country; When placing an order in our webshop, the price will include VAT. Your payment will include VAT and shipping cost. No additional cost will be charged once the package reaches your destination country.

I placed an order and nothing happened

 

I am happy to hear you are about to be a proud owner of a Happy Plugs product!
Please try deleting your cookies and then open a new web browser, this usually solves the problem.

If you wish to pay with Klarna, please make sure all details are correct according to skatteverket. This payment method might require you to include your apartment number to proceed.

If this still does not work, please contact our Customer Service.

How do I use my discount voucher?

To use a discount voucher please apply it when viewing the shopping cart, before proceeding to the checkout.

All discount vouchers are only valid on full price products and not to be combined with other offers unless said otherwise.

SHIPMENT

Where do you deliver?

We deliver our Happy Plugs worldwide! They are shipped from lovely Sweden, the Northern part of Europe.

How long is your delivery time?

We send all our products by standard mail. Delivery time in Sweden is 1-2 days for express delivery and 2-5 days for standard mail. The estimated time of delivery to Europe is 4-8 business days. Outside Europe, 7-15 business days with standard shipment.

What about customs?

For customers living in a EU-country; No, you don’t have to pay import or customs fees. The EU is a customs union, meaning that no duties are collected among the member countries.

For customers living in a non-EU country; Yes, you may be charged import or customs fees, depending on the laws of the particular country.

Any customs or import duties are charged once the package reaches the destination country. Additional charges for customs clearance would have to be borne by the recipient; we have no control over these charges and cannot predict what they might be. Since customs policies vary widely from country to country, it is recommended that you investigate the relevant local laws in your country.

If you are a customer living in a non-EU country; When placing an order in our webshop, you will not be charged for VAT. Once the package reaches your destination country, you might have to pay for additional import duties, customs clearance and VAT. Since customs policies vary widely from country to country, we cannot predict what the additional charges might be. Contact your local customs office for further information.

What happens if I cannot collect my package in time?

All our carriers have different regulations regarding how long they are able to hold your package for you.
The best thing is to contact your carrier or local post office as soon as possible to try to rearrange the order delivery best suitable for you.

If the package is not collected in time, it will get sent back to our warehouse in Stockholm, Sweden where upon we will contact you to solve this the best way possible.

MY ORDER

What are your measures against fake orders?

Happy Plugs logs all IP numbers that place orders. All fraudulent orders are reported to the police.

Can I cancel my order?

We strive to deliver your goodies to your door step as quickly as possible, so there is only a very small window to mend a blunder. But of course If it has not yet been sent out, we will do everything we possibly can to cancel or change your order. Please contact our Customer Service with the following information:

  • Your order number
  • Why you wish to cancel it

How does your order confirmation work?

After making an order, we send a confirmation to your email address. Be very careful that you entered the correct email address. On the order confirmation you will see all information about the orders you have placed.

I am not satisfied with the item, can I return it?

Of course you can! You have 14 days right under Swedish distance selling law to return your item. You must contact customer service before returning your item. You have the right to examine the goods you have purchased. But to cancel the purchase your item must be in the so-called essentially unchanged condition. Due to hygienic reasons your item cannot be used or tested.

If you receive your goods and discover that it does not match the one you ordered, if it is damaged, or have other defects, please contact the customer service directly, but within 14 days after you received your item. Please describe what is wrong with the product. Have your order confirmation on hand to facilitate customer service.

You will agree with the customer service about what you want: Refund or new product. If you choose a refund, we will transfer your money within 30 days. If you have made the purchase with cash on delivery, we will also pay that fee.

You will get the address where to return the item and as soon as we receive the item and approve the condition, we will send you a new product or refund your money. You will have to pay for the return shipment cost.

How do I get Warranty Service?

Happy Plugs provides a Limited Warranty Period of one (1) year. If you wish to make a Warranty Claim within this period, you need to provide proof of purchase and affected part. Please proceed as following:

  • If bought at a retailer, the first step is to go back to the store of the purchase and make your Warranty Claim there, please bring your broken Happy Plugs and your receipt.
  • If the retailer is unable to exchange your Happy Plugs, please contact our Customer Service for further help.
  • If bought at our online web-shop, please visit Customer Service to file your complaint. Make sure to include all details described and your cause. Once your complaint is with us we will contact you on how to proceed with the matter.

Any defective parts covered by the Limited Warranty will be repaired or replaced free of charge.

Replaced or repaired parts provided during the Warranty Period will be warranted for the remainder of the original Warranty Period or for sixty (60) days from the date of repair or replacement, whichever is longer.

Do you provide prepaid return labels?

Unfortunately, we can not provide free return shipment. You can use the postal service in your country and ship by cheapest method.

Please contact Customer Service for further questions.

Can I track my order?

All orders are sent by standard mail unless choosing otherwise and cannot be tracked.

Our Express delivery is carried out by FedEx or UPS who provides tracking number if wanted.

ORDER ISSUES

I recevied a faulty item

We want to sort this issue out as fast as humanly possible. To do this, please contact our Customer Service with the following information:

  • Your order number
  • A picture of the product and description of the fault
  • Your full shipping name and adress
  • Your phone number

We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

I did not get an order confirmation. What is wrong?

Please check that your email adress is correct. It´s easy to misspell or forget a letter. Also check you spam folder. If you still can not find your confirmation email contact our Customer Service about your issue and a friendly representative will help you.

PRODUCTS

Where is your products manufactured?

All Happy Plugs are designed in Sweden and manufactured in China.
For more information please visit About Us or reach out to us at Customer Service and we will help you as soon as possible.

Is my phone compatible with the Happy Plugs headphones?

We have chosen to adjust our products to support the dominating CTIA standard for mobile two-way communication, based on the 3.5 mm plug. This is the same standard used by Apple and many recently produced mobile devices. However, not all suppliers have adapted to this standard and in fact have developed their own version, deliberately closing out third-party products such as ours.

What is your headphone functions?

Our headphones come in different styles and functions.

  •  All our Earbuds and In-Ear come with the Mic & Remote control.
  • All Sport Headphones come with Mic, Remote and Volume control.

For further information, please contact us at Customer Service.

Which Case is compatible with which phone/iPad?

Here is the size guide for our Cases and devices:

  • Samsung Galaxy S4 – Compatible with all Cases advised for the Galaxy S4.
  • iPhone 5/S – The Cases are compatible with both the iPhone 5 and iPhone 5S
  • iPhone 6/S – The Cases are compatible with both iPhone 6 and iPhone 6S.
  • iPhone 6 Plus – Compatible with all Cases advised for the iPhone 6 Plus.
  • Book case mini – Compatible with the  iPad mini, iPad mini 2 and iPad mini 3
  • Book case mini 4 – Compatible with the iPad mini 4
  • Book case Air – Compatible with the iPad Air
  • Book case Air 2 – Compatible with the iPad Air 2

For further information, please contact us at Customer Service and we will be with you as soon as possible.

Do all retailers carry all of your products?

The range of products provided by our retailers vary a lot depending on location, size and agreements from store to store. To find your Happy Plugs of choice the quickest, the best is to place your order at the web-shop. We provide free shipment world wide for all our headphones.

The clicker on my remote does not work for my phone?

It is the tip of the plug that handles the remote and a bad connection may occur due to dust or fluff in the socket. Please check the socket on your phone for dust or fluff from your pocket, you’d be surprised how much gets stuck in there.

If this does not help, please contact our Customer Service.

CONTACT US

Retailer partnership

We are happy to hear you want to be a part of Happy Plugs!
Please send a request to sales@happyplugs.com and provide us with the information below,

  • Company name and full address
  • Phone number
  • Email address
  • Type of company: Online, Retail or Distributor
  • Introduction of your company
  • Link to your web-site.

Once the information is with us a sales representative for your country will contact you as soon as possible.

Collaboration request

To be a part of the Happy People program, please send your request to pr@happyplugs.com
To help us evaluate if you are a suitable fit for Happy Plugs please include following details,

  • Full name and Email address
  • Introduction of yourself
  • The channels you wish to promote our Happy Plugs on

A marketing representative will look into your request and contact you as soon as possible.

Customer Care

If you did not find the answer to your question, please contact us at Customer Service and we will help you out as soon as possible!