Question 1

Which payment methods can I use?

Accepted Answer

You can choose between several payment methods at checkout:

Swish
Card via Stripe: Visa, Mastercard, Maestro, American Express, JCB, UnionPay, Diners Club and Discover
Apple Pay and Google Pay
Bank transfer

Invoice is only offered to municipalities, regions, schools, museums and similar organisations. All purchases are made in Swedish kronor.

Question 2

Can I pay by invoice?

Accepted Answer

Invoice is only offered to municipalities, regions, schools, museums and similar organisations, not to private individuals or companies.

Choose Pay by bank transfer at checkout and state in the comment how the invoice should be sent and any other information we need, such as a reference or invoice address. The order is shipped straight away and the invoice is sent afterwards. You can also send your order to order@rubank-verktygs.se. An invoiced order can be collected in the store before the invoice is paid.

Payment terms for an invoice are 10 or 30 days, and late payment interest is 2% per month.

Question 3

How does bank transfer work?

Accepted Answer

If you choose bank transfer, we ship the order once the payment has reached our account, which normally takes 1–3 days. State your order number and name with the payment so we can match it to the right order.

Bankgiro: 666-4825
IBAN: SE8450000000052331034125
BIC: ESSESESS

If the order has not been paid within 30 days it is cancelled.

Question 4

Which currency do I pay in?

Accepted Answer

The shop has only one currency, Swedish kronor (SEK), and all purchases are made in SEK. Prices are shown with the VAT of the country you live in, for example 25% VAT on books in Denmark compared with 6% in Sweden.

If you pay with a card in another currency, for example euros or Norwegian kroner, your card issuer converts the amount and may charge a fee for it.

Question 5

How does VAT work if I order from another country?

Accepted Answer

Prices are shown with the VAT that applies in the country of delivery. VAT is calculated at checkout once you have entered the delivery address.

VAT on shipping is calculated in proportion to the goods in the order. For example, if you buy a book with 6% VAT, the shipping for that part also gets 6% VAT. The VAT you pay is shown at checkout.

Companies with an EU VAT number can buy without VAT.

Question 6

I have a company in the EU. Can I buy without VAT?

Accepted Answer

Yes, companies with a registered VAT number in another EU country can buy without VAT. Enter your VAT number in the field below the address and choose the customer group EU VAT Company, and the order becomes VAT-free.

This does not apply to Swedish companies, which always pay Swedish VAT. Make sure the VAT number is valid and written with the country code, for example DE123456789. If an order gets the wrong VAT, we correct it and refund the difference.

Question 7

How do I know my order has been received?

Accepted Answer

When your order has been received, you get an automatic order confirmation sent to the email address you gave, plus a text message showing which email address was entered. Check your spam folder if the email does not appear.

If the email address is wrong, contact us straight away and we will correct it, since all information about the order is sent by email. Always state your order number when you contact us.

Question 8

Is there an age limit for ordering?

Accepted Answer

Yes, the age limit for ordering from us is 18. If you are younger, you need the consent of a parent or guardian.

An order placed in someone else's name without their consent, or in a way that causes us financial or other loss, is reported to the police.

Question 9

Can I change or cancel my order?

Accepted Answer

Yes, as long as the order has not been packed and shipped we can change your order: remove items, change quantities or cancel the whole order. Email us with the order number and what you want to change.

If you cancel, the money is refunded to the payment method you used. If you forgot to choose a delivery method, shipping cannot be added afterwards. Contact us and we will find the best solution. Either we cancel the order and you place a new one, or you pay the shipping cost to us by Swish.

Question 10

Can I add items to an order I have already placed?

Accepted Answer

Items cannot be added to an order that has already been placed, but there is a simple way:

Place a new order with the items you want to add
Choose Pick up in-store as the delivery method, so there is no extra shipping
Add a note in the comment that it belongs with your earlier order

We then combine the orders and ship everything in the same delivery. You can also use this to have an item included in a backorder shipment.

Question 11

Can you reserve or hold an item for me?

Accepted Answer

Unfortunately we cannot reserve or hold items for individual customers. Items we bring in are listed in the web shop and sold in the order the orders arrive. If you want to secure an item, place an order and choose Pay by bank transfer as the payment method. The item is then yours and you have 30 days to pay. The order ships once the payment has arrived.

Question 12

How do I get a receipt or invoice for my purchase?

Accepted Answer

If you have a customer account, you will find the receipt and invoice under Order history and details , where you can download them as PDF. If you bought as a guest, you can follow the order via Guest tracking. If you need a receipt or a copy, for example for a purchase in the store, email us and we will send it as a PDF. If we need to trace a payment, we need a document showing the amount and date, such as a bank receipt.

Question 13

My discount code or gift card code does not work – what do I do?

Accepted Answer

If a discount code or gift card code does not work, it may have expired or already been used. The code is not tied to a particular email address, so you can use it whichever address you shop with. Enter the gift card code on the cart page before you go to the checkout. If the code still does not work, contact us and we will renew it or send you a new code.

Question 14

How do I get my money back for a refund?

Accepted Answer

How the refund is made depends on how you paid: Card – the money goes back to the card Swish or bank transfer – we need your bank account details (IBAN for foreign accounts) to transfer the money If you have a credit, we can also deduct the amount from your next order or give you a discount code to use on your next purchase. Let us know which you prefer. Refunds usually arrive within a few days.

Question 15

Why can the price change on items that are out of stock?

Accepted Answer

Many of our goods are bought from the USA and Canada, such as Lie-Nielsen and Veritas. The price therefore depends on the exchange rate between the Swedish krona and the dollar. When an item is sold out, the price on the website may be old. When the next delivery arrives, a new price is set based on the current purchase cost and exchange rate, so the price can go both up and down. Also note that some planes come in two versions, with and without blade, at different prices.

Question 16

Can I get a quote for a machine that is not in stock?

Accepted Answer

Items in the web shop need no quote. All prices, including shipping, are shown at checkout before you pay. EU companies with a VAT number see prices without VAT when logged in. If you want to buy a larger machine that is not in stock or not on the website, for example from Record Power, we are happy to give you a quote. Tell us which machine you are interested in. We often list it in the web shop so that you can order there.

Question 17

Can you bring in a product that is not in your range?

Accepted Answer

Yes, often. We then add the product to the next delivery from the manufacturer, such as Veritas, Lie-Nielsen, JessEm, Brusso or Tremont. Since we order from some suppliers only a few times a year, it can take time. Lie-Nielsen makes some planes in batches, and they arrive when the next batch is ready. Sometimes the manufacturer sells a model only directly, and a special order can cost a little more. If we have a similar alternative in stock, we are happy to suggest it. Get in touch and tell us what you are looking for, and we will check whether we can add it to our range.

Question 18

Do you offer a student discount?

Accepted Answer

Yes, we offer a 10% student discount if you are on a full-time woodworking, furniture or craft course lasting 1 year or more. Contact us and tell us which course you attend, and we will send a discount code to enter at checkout. If you are on a shorter course, for example with a study association, your teacher can contact us and we will create a discount code valid for the duration of the course. If you already have a code that does not work, it may have expired. Get in touch and we will renew it.

Question 19

Can we buy from you as a reseller?

Accepted Answer

Yes, it is possible to buy from us to resell to your own customers, but not for all brands. Tell us which brands and products you are interested in, and we will see what is possible and tell you about our terms for resellers. We do not offer discounts to companies. EU companies with a VAT number can also buy without Swedish VAT.

Question 20

What are your bank details for bank transfer?

Accepted Answer

If you choose Pay by bank transfer at checkout, pay to our bank details: IBAN: SE84 5000 0000 0523 3103 4125 BIC/SWIFT: ESSESESS Bankgiro (Sweden): 666-4825 Include your order number and name with the payment so we can match it to your order. We ship the order as soon as we see the payment, which usually takes up to one day. You have 30 days to pay.

Question 21

Do I need a customer account to shop?

Accepted Answer

No, you do not need a customer account to shop with us. You can: Place an order in the web shop as a guest Choose to collect your order from our store Drop by and buy over the counter A tip: if the web shop does not show any shipping options at checkout, creating a customer account and staying logged in while you shop often solves it.

Question 22

Can our company or school share one customer account?

Accepted Answer

Unfortunately a shared customer account for a whole company or school is not possible. The system is built around one person placing the order: one email address is one account, so each employee has their own. An account can, however, hold several addresses, such as your company, your home and your summer house. Either use your personal account or create one with your work email and add two addresses: one for billing and one for delivery. At checkout you first pick the billing address and then the delivery address, which is why every address needs a name (called Alias in the address book of your account).

Question 23

Why is my card payment being declined?

Accepted Answer

Sometimes a card payment fails because our payment service is temporarily unable to reach your bank. This usually sorts itself out, and the payment often goes through if you try again a little later. If it still does not work, just get in touch and we will help you find a way to complete your order.

Question 24

What does the order status “Processing in progress” mean?

Accepted Answer

If your order shows as Processing in progress , it means we have received it and it is waiting to be picked in our warehouse. There is nothing you need to do. Once the order has been picked, packed and shipped, the order status is updated. If you have any questions about your order, feel free to contact us.

Question 25

Why is my order not showing in my account?

Accepted Answer

Is a purchase missing from your order in my account list? The most common reason is that you were not logged in when you placed it, so it was recorded as a guest order and not linked to your customer account. Contact us with your email address and we can move the order to your account. Next time, log in before you add items to your cart.

Question 26

Can I close my customer account and have my data deleted?

Accepted Answer

Yes, if you want to close your customer account , we can remove it for you. Just contact us. Orders you have placed cannot be deleted, however, as they are part of our accounting records and are also used for statistics. They are not used for anything else. If you do not want to hear from us, you can easily unsubscribe from the newsletter yourself or ask us to cancel the subscription. We can also block your email address from our mailings.

Question 27

Can I lease machines from you?

Accepted Answer

We do not currently offer the option to lease machines or tools. If you would like to finance a larger machine purchase this way, you are still welcome to contact us. We review what we can offer from time to time and are happy to tell you which options are available at the moment.

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