Terms and Conditions

1. Company information

Don Lorino is a brand operated by Alexandra Lundegård AB. Alexandra Lundegård AB is the seller and your contracting party. In these terms, “Don Lorino”, “we” and “us” mean Alexandra Lundegård AB.

Customer service is normally open on weekdays from 08:00 to 17:00 (CET). We reply to messages as soon as we can.

2. Scope and age limit

These terms apply to purchases made by private individuals for purposes that fall mainly outside their trade or business.

You must be at least 18 years old to enter into a contract with Don Lorino yourself. If you are under 18, the consent of a parent or guardian is required. Credit purchases are not offered to persons under 18.

We deliver to the countries and areas that can be selected at checkout. For customers in other countries, the mandatory consumer protection legislation applicable in the customer's home country also applies.

3. Product information

The main characteristics, price and estimated delivery time of a product are shown on the product page and at checkout.

We try to reproduce colours, materials and details as accurately as possible. Colours may be perceived differently depending on screen, lighting and individual variations in the material. Minor variations may occur in handmade products and natural materials. Such normal variations do not in themselves constitute a defect in the goods.

We reserve the right to correct obvious typographical errors, image errors, incorrect prices, technical problems and incorrect stock levels. If an obvious error affects your order, we will contact you as soon as possible. We do not unilaterally change an order that has already been confirmed; instead we will inform you and handle the situation in accordance with applicable law.

4. Orders and contract

When you have placed an order, we send an order confirmation to the email address you provided. A binding contract of sale is formed when the order confirmation has been sent, unless expressly stated otherwise.

Please check your order confirmation and contact us immediately if anything is incorrect. We can try to change or stop an order before processing has begun, but cannot guarantee that this will be possible.

We have the right to refuse or cancel an order if there are objective reasons, for example suspected fraud, an obvious pricing error, incorrect customer details or if the item cannot be delivered. If payment has already been made, the amount will be refunded without undue delay.

If you place several orders, they may be shipped together, provided this does not put you at a disadvantage.

5. Prices and payment

Prices are shown in the currency that applies to the market you have selected and include VAT where VAT is charged. Shipping and any other costs are shown before you complete your purchase.

The available payment options are shown at checkout. Terms from the selected payment provider may apply in addition to these terms. For invoice or instalment payments, the payment provider may carry out a credit check and charge fees or late-payment interest in accordance with its terms and applicable law.

We cannot always offer every payment option. Any restrictions are shown at checkout.

6. Delivery

Available delivery options and shipping costs are shown at checkout. Deliveries are normally handled by PostNord.

Items in stock are normally dispatched within 1–2 business days. The estimated total delivery time is shown on the product page, at checkout or in the order confirmation. During campaigns and holidays, handling may take longer.

Maul products and other made-to-order or pre-order items have a longer delivery time. The estimated delivery time is stated on the product page or in connection with the purchase. If an order contains both items in stock and items with a longer delivery time, the whole order may be shipped once all items are available, unless otherwise stated or agreed.

Physical portraits from Pawtraits (posters and canvases) are printed to order and shipped directly from our print partner. They may therefore arrive in a separate delivery and with a carrier other than PostNord. See section 14.

We are responsible for the shipment until it has come into your possession, for example when you or someone you have designated has received it. If the parcel is lost or damaged in transit to you, please contact us at info@donlorino.com.

If the delivery is delayed, you have the rights that follow from the Swedish Consumer Sales Act. Among other things, you can demand that the purchase is completed and, in some cases, withhold payment, cancel the purchase or claim compensation for costs caused by the delay. If no delivery time has been agreed, the item must by law be delivered without undue delay and no later than 30 days after the contract was concluded.

7. Uncollected parcels and incorrect address details

Not collecting or accepting a parcel is not a valid way of notifying us that you are exercising your right of withdrawal. You therefore need to contact us clearly if you wish to cancel the purchase.

For parcels that are not collected, or that cannot be delivered because of incorrect or incomplete details, we may charge a fee corresponding to our actual and reasonable costs for shipping, return shipping and handling. The fee can never exceed the cost the situation has actually caused us.

If you would like a returned parcel to be sent again, please contact us. You then pay the new shipping cost before the parcel is sent again.

8. Right of withdrawal for goods

As a consumer, you normally have a 14-day statutory right of withdrawal for distance purchases. For goods, the withdrawal period starts on the day after you, or someone you have designated, take possession of the goods. If an order is delivered in several parts, the period normally starts on the day after you receive the last part.

To exercise your right of withdrawal, you must give a clear statement within the withdrawal period that you wish to withdraw from the purchase. You can:

• use Don Lorino's self-service returns on the website,
• send an email to info@donlorino.com, or
• use the Swedish Consumer Agency's standard withdrawal form.

Please include your name, order number and which items you wish to return. It is sufficient that your message is sent before the withdrawal period expires.

After notifying us, you must send the item back without undue delay and no later than 14 days. Follow the instructions you receive from us. Returns are handled via PostNord and the return label is provided by Don Lorino.

For a standard return we charge a return shipping fee of SEK 99. The fee is deducted from the refund and covers part of our return shipping costs. You should not send the return by another method without first agreeing this with us.

You are responsible for the item during return transport. Please pack it carefully and keep the proof of postage until the return has been processed. Tape or address labels must not be attached directly to the product's packaging if the packaging is part of the item or has independent value.

You may examine the item in the same way as you could in a physical shop. If the item has been handled more than is necessary to establish its nature, characteristics and functioning, we may make a deduction corresponding to the actual reduction in value. The right of withdrawal is therefore not lost automatically just because the item has been tried on or the original packaging has been damaged.

9. Refunds when you cancel a purchase

When you exercise your right of withdrawal, we refund the payment for the returned item and, if the entire purchase is cancelled, the cost of our cheapest standard delivery option to you. Any additional cost arising because you chose a more expensive delivery option is not refunded.

The refund is made without undue delay and no later than 14 days after we received your notice that you are withdrawing from the purchase. We may withhold the refund until we have received the item back or you have shown that it has been sent back.

Refunds are normally made using the same payment method as was used for the purchase, unless we expressly agree otherwise. The return shipping fee of SEK 99 and any deduction for actual reduction in value are deducted from the refund.

10. Exceptions to the right of withdrawal

The right of withdrawal does not apply to an item that has been made to your specifications or has otherwise been clearly personalised. This applies, for example, to a name or ID tag engraved with details you have chosen, and to a poster or canvas from Pawtraits printed with your own portrait.

The exception only applies when the item has actually been made or adapted personally. The fact that an item is ordered in from a supplier or offered as a pre-order does not in itself mean that there is no right of withdrawal.

For digital content supplied without a physical medium, for example a digital portrait file from Pawtraits, there is no right of withdrawal once delivery has begun if, before the purchase, you:

• have expressly consented to delivery beginning immediately, and
• have acknowledged that you thereby have no right of withdrawal.

We confirm your consent in the order confirmation.

Exceptions to the right of withdrawal do not limit your right to make a complaint about a defective item or digital product.

11. Exchanges

Exchanges are a voluntary service in addition to the statutory right of withdrawal. Contact us or register a return for the item you do not wish to keep, and then place a new order for the item you want, unless we agree on a direct exchange.

For exchanges, the same handling and packaging requirements apply as for returns. Information about any return shipping fee is provided when the exchange is registered. An exchange does not affect your statutory rights.

Personalised items, such as engraved tags and portraits from Pawtraits, cannot be exchanged.

12. Complaints

If an item is defective, you have the right to make a complaint for up to three years from the day you received it. You must make your complaint within a reasonable time after you noticed or ought to have noticed the defect. A complaint made within two months of discovering the defect is always considered to have been made in time.

Contact info@donlorino.com stating your order number and describing the defect. Clear photos or video are welcome if they help the assessment, but the lack of a photo does not in itself remove your right to make a complaint.

For an approved complaint, Don Lorino pays the reasonable costs of returning the defective item. Please follow our return instructions before sending the item.

The remedy you are entitled to depends on the circumstances and the Swedish Consumer Sales Act. In the first instance, repair or replacement may apply, provided this can be carried out within a reasonable time and without cost or significant inconvenience to you. In some cases you may be entitled to a price reduction, compensation for having the defect remedied or cancellation of the purchase. You may also be entitled to compensation for reasonable costs caused by the defect.

The right to make a complaint applies to original defects. Normal wear and tear, damage caused by accidents, incorrect use, inadequate care, chewing by the dog or alterations made by the customer are normally not original defects. The assessment is always based on the circumstances of the individual case and applicable law.

Fit, comfort and how a product works for a particular dog may be affected by the dog's anatomy, coat and movement. This does not limit the right to make a complaint if the product is actually defective or deviates from the contract or from information provided by Don Lorino.

Special rules for portraits from Pawtraits can be found in section 14.5.

13. Transport damage and incorrect deliveries

Please check the shipment and the items when you receive them. If the parcel or item is damaged, if something is missing or if you have received the wrong item, please contact us as soon as possible at info@donlorino.com.

Please keep the packaging and include photos of the parcel and the product, as this can make our handling easier. However, your statutory right to make a complaint is not affected if you do not report the damage within 24 hours.

Don Lorino pays reasonable return and shipping costs for an approved complaint or incorrect delivery.

14. Pawtraits – personalised portraits

14.1 How the service works

Pawtraits is Don Lorino's service for personalised pet portraits. The portrait is created with the help of AI based on the photo you upload and the art style you choose. A free preview is shown before you buy. When you buy, you approve the preview, and it forms the basis of your portrait. The finished file is produced in higher resolution and may differ from the preview in sharpness and detail, but not in subject, style or composition.

14.2 Formats and delivery

The portrait is available as a digital file and as a printed poster or canvas.

• Digital file: delivered via a download link to your email, normally within a few minutes of purchase. Download and save the file when you receive it. See 14.7.
• Poster and canvas: printed to order by our print partner Gelato and shipped directly from the print facility, which may be located in a country other than Sweden. The estimated delivery time is normally 3–7 business days. Posters and canvases are shipped separately from other Don Lorino products in the same order.

14.3 No right of withdrawal and no exchanges

All portraits are created personally based on your photo and your choices.

• Digital file: When you buy, you expressly consent to us beginning to produce and deliver the file immediately, and you acknowledge that you thereby have no right of withdrawal. We confirm this in the order confirmation.
• Poster and canvas: The product is printed to your specifications and with your own subject. It is therefore not covered by the right of withdrawal (Chapter 2, Section 11, point 3 of the Swedish Distance and Off-Premises Contracts Act).

Portraits cannot be exchanged for a different style, subject or format after purchase. The preview is there so that you can see the result before you decide.

14.4 What does not count as a defect

A portrait is not defective simply because you have changed your mind about the style, subject or format, or because the result was not what you had imagined, if it matches the preview you approved. Artistic interpretations that were visible in the preview do not count as defects either. The same applies to small colour differences between screen and print, which depend on the screen's settings.

14.5 Complaints about portraits

Your right to complain about defects under the Swedish Consumer Sales Act always applies.

Digital file. The file is defective if it cannot be opened, is corrupted, has a lower resolution than stated, is missing or is not delivered, or does not match the preview you approved. In the event of a defect, we will first deliver a correct file. Haven't received the delivery email with the download link? Check your spam folder and contact us, and we'll send you a new link as long as the file is still available (see 14.7). 

Poster and canvas. The physical product is defective if it has a printing or production defect (for example a printing error, incorrect colour reproduction compared with the digital file, or damage to the canvas or frame), if it has been damaged in transit, or if you have received the wrong subject or the wrong format. For an approved defect, the following applies:

1. In the first instance, we replace the portrait with a new, correct print with the right subject and dimensions, at no cost to you.
2. If a new print cannot be delivered within a reasonable time or without significant inconvenience to you, or if the new print is also defective, we offer a price reduction.
3. Alternatively, you have the right to cancel the purchase and get your money back, if the defect is not minor.

This does not affect your rights under the Swedish Consumer Sales Act.

Make a complaint by emailing info@donlorino.com with your order number and photos of the defect and, in the case of transport damage, of the packaging. You normally do not need to send back a defective poster or canvas. We will let you know if we need it returned, and we will then cover the cost.

If the portrait file has been deleted. We keep the AI-generated portrait images for 30 days and never store your original photo (see 14.7). If you make a complaint about a poster or canvas after the portrait file has been deleted, we will ask you to send your digital file if you have one, so that we can print an identical portrait. Otherwise, we will ask you to upload the original photo again and we will create a new portrait in the same style. If you do not wish to do so, you are entitled to a price reduction or to cancel the purchase as described above.

14.6 Your photo and your material

You are responsible for ensuring that you have the right to use the photo you upload, for example because you took it yourself or have permission from the person who took it. If there are people in the photo, you are responsible for ensuring that they have agreed to the photo being used. Do not upload photos that are illegal, offensive or that infringe anyone else's rights. We may refuse or cancel an order that breaches this, and will then refund what you have paid.

14.7 Storage and deletion

We do not store your uploaded original photo. It is only used during the short time the portrait is being created. The AI-generated portrait images, both previews and finished portraits, are kept for 30 days and then deleted automatically from our systems. The download link in the delivery email is valid for 7 days. If you need a new link while the file is still available, please contact us. Please save the file on your own device. More information can be found in our privacy policy.

14.8 What you may do with the portrait

You may use your portrait for private purposes, for example printing and framing it, giving it as a gift, sharing it on social media and using it as a profile picture. Commercial use, for example on products for sale or in a company's marketing, requires a written agreement with us.

14.9 Marketing

We only use your portrait or your photo in our marketing if you have separately consented to this. You can withdraw your consent at any time by emailing info@donlorino.com.

14.10 AI-generated content

The portraits are created with AI and contain a machine-readable marker indicating that they are AI-generated.

15. Personal data

We process personal data to administer orders, payments, deliveries, returns, customer service and legal obligations, and to create and deliver portraits from Pawtraits. More information about how personal data is processed and what rights you have can be found in Don Lorino's privacy policy.

Accepting these terms does not in itself constitute consent to marketing or to non-essential cookies. Such consent is obtained separately where required.

16. Force majeure

Don Lorino is not liable for failure or delay caused by an impediment beyond our control that we could not reasonably have been expected to foresee or avoid, for example action by authorities, war, a major conflict, a natural disaster or a major disruption to critical infrastructure.

We will inform you without undue delay if such a circumstance affects your order. This provision does not limit the mandatory rights you have under consumer protection legislation, for example the right to cancel a purchase under certain conditions in the event of delay.

17. Reviews and customer content

If you leave a review, Don Lorino may publish it in our own channels in accordance with the terms and information provided when the review is collected. We do not edit the meaning of a review.

Photos or other customer content are only used in marketing if there is a legal basis for the use, for example your separate consent or a specific agreement.

18. Changes to the terms

The terms that applied when you placed your order apply to the purchase. We may update the terms for future purchases, for example in the event of changes in legislation or services. A later change does not affect contracts already concluded to your disadvantage.

19. Complaints and disputes

In the first instance, please contact Don Lorino at info@donlorino.com and we will try to resolve the matter together.

If we cannot agree, you can refer the dispute to the Swedish National Board for Consumer Disputes (ARN), provided that the Board's requirements are met:

Don Lorino takes part in ARN's review and follows ARN's recommendations.

You can also get guidance from the Swedish Consumer Agency or your local consumer advice service. A dispute may ultimately be decided by a competent general court.

Swedish law applies to these terms, without limiting the mandatory consumer protection that applies in the country where you, as a consumer, have your habitual residence.

20. Standard information on the right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason, unless a statutory exception applies (see section 10 and 14.3).

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. If the order is delivered in several parts, the period is counted from the day the last item or part is received.

To exercise the right of withdrawal, you must send a clear statement to:

You can also use the self-service returns on the website or the Swedish Consumer Agency's standard form. To meet the withdrawal deadline, it is sufficient for you to send your communication before the withdrawal period has expired.

If you withdraw from this contract, we will reimburse the payments covered by the right of withdrawal, including the cost of our cheapest standard delivery option when the entire purchase is cancelled. The reimbursement will be made without undue delay and no later than 14 days after we received your notice. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back.

You must send back the goods without undue delay and no later than 14 days after notifying us. Returns are made via PostNord in accordance with our instructions. The return shipping fee is SEK 99 and is deducted from the refund.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

The Swedish Consumer Agency's standard withdrawal form:

The Swedish Consumer Agency's standard withdrawal form