FAQ

FillerDepot Academy

• What happens if I book a course but do not attend?

  When you book a place on one of our courses, you commit to attending. If you do not cancel in time and do not show up, you will be charged a fee of SEK 5,000.

• How late can I cancel my place?

  You must cancel your place no later than 5 days before the course starts. If you cancel later than this, the full course fee will be charged.

• What happens if I arrive late to the course?

  It is important that you arrive on time. If you are late, you may not be admitted to the course, and the course fee will not be refunded.

• Do I need to bring my own model?

  Yes. FillerDepot Academy does not provide models for our courses. If a model is required for practical exercises, participants are responsible for arranging this themselves.

• Who can attend theory lessons and injection treatments?

  Only licensed doctors, nurses, and dentists may attend theory lessons and injection treatments.

• Can skin therapists attend any Academy courses?

  Yes. Skin therapists may attend treatments that do not involve injections, such as chemical peels, microneedling, and similar procedures.

• Do I accept the terms when booking a course?

  Yes. By booking a place on one of our courses, you accept the general terms and conditions for FillerDepot Academy.

Payment & Invoices

• What payment methods do you offer?

  We offer card payment and invoice payment. Card payment is currently available with Visa and Mastercard.

  If you choose invoice payment, a credit check will be performed before the payment terms are approved.

  Please read more about terms and conditions.

  For other questions regarding invoices please contact [email protected]

• How do I choose invoice payment?

  At checkout, select FillerDepot Invoice as your payment option. If approved, the selected payment terms will automatically apply to your order.

  With invoice payment, you can choose between 15 or 30 days’ payment terms from the invoice date. Your invoice will be sent to the email address provided at checkout. You can also log in to My Pages to view, download, or print your invoice.

• Are the prices on your platform inclusive or exclusive of VAT?

  All prices are exclusive of VAT unless otherwise stated.

Shipping & Delivery

• How long is your delivery time?

  We process and dispatch orders as quickly as possible. Orders placed before 2 pm are often shipped the same day.

  Your estimated delivery time will be shown at checkout based on the shipping method you choose. If a product has a longer or different delivery time, this will be clearly stated on the product page.

• Which countries do you sell to?

  We sell to customers based in the following countries:

  Sweden, Denmark, Norway, Finland, France, Spain, Italy, Belgium, the Netherlands, Luxembourg, Portugal, Austria, Ireland, Poland, Czech Republic, Slovakia, Hungary, Romania, Bulgaria, Slovenia, Croatia, Estonia, Latvia, Lithuania, Cyprus, Malta, Greece, Iceland, Greenland, and the United Kingdom.

  We do not sell to customers in Germany or countries not listed above.

• What happens if I do not pick up my package?

  Once your package has arrived at the pickup point, it must be collected within one week.

  If the package is not collected in time and is returned to us, a fee of SEK 150 will be charged to cover return shipping, administration, and handling.

• What does it mean when my package has the status “Awaiting stock”?

  If a product in your order is currently out of stock, your order will be paused and marked as “Awaiting stock” until the product is back in stock.

• Will I have to pay customs duties or import VAT when ordering to Norway?

  Orders may qualify for 0% customs duty if the products have preferential EU origin and valid proof of origin is provided. However, an import declaration and import VAT may still apply. A receipt is always included with the shipment. Any duties, VAT, or processing fees are determined by Norwegian Customs.

Partial Delivery

• What does partial delivery mean?

  A partial delivery may be necessary if a product in your order temporarily goes out of stock before your order has been processed. If this happens, the order status will be changed to Partial Delivery, and we will contact you by email.

  You will need to reply to our email within 1–2 business days and let us know how you would like us to proceed. If we do not receive a response within this time, your order will automatically be processed as a partial delivery, and the available products will be shipped first.

• Why can a product be out of stock even though it was available when I placed my order?

  When you place your order, we use the current stock levels shown on our website. In some cases, stock levels may change before your order is processed, which can mean that a product temporarily becomes backordered.

• What happens if my order receives the status Partial Delivery?

  We will send you an email where you can choose how you would like us to handle your order:

  1. Wait until the entire order is complete
     We will wait for the missing product to arrive and ship the entire order together once all products are back in stock.
  2. Receive your order as a partial delivery
     We will ship the products that are currently in stock right away. The backordered product will then be sent separately as soon as it becomes available again.

• Does partial delivery cost extra?

  No. If you choose partial delivery, we cover the additional shipping cost for the second shipment. You will not be charged any extra shipping fees.

• Do I need to do anything if my order becomes a partial delivery?

  Yes. Simply reply to our email and let us know which of the two options you prefer. As soon as we receive your response, we will process your order according to your choice.

• When will the backordered product be shipped?

  We cannot always provide an exact delivery date for a product that is temporarily out of stock. The delivery time depends on when the next shipment arrives from our supplier.

  We will process your order as quickly as possible and ship the remaining product as soon as it becomes available again.

• Who should I contact if I have questions about my partial delivery?

  If you have any questions about your order or an ongoing partial delivery, you are always welcome to contact us. We are happy to help.

Returns & Refunds

• How do you handle returns?

  Return shipping is paid by the customer, unless the item is defective or you have received the wrong product.

  Returns must be sent as a standard letter or parcel. We do not accept returns sent by cash on delivery.

• How does the refund work if I change my mind about my purchase?

  If you change your mind after receiving your order, you may return eligible products according to our return policy.

  Please note that the right to return depends on the product type and condition. We only accept returns for eligible medical devices. Other products may not be accepted for return due to sterile handling requirements and the nature of medical equipment.

  Once we receive the return, we will inspect the product to make sure it is unused, unopened, and in its original condition.

  If the return is approved, we will issue your refund as soon as possible, but no later than 30 days after receiving the return.

  Please read our return policy.

VAT & Company Verification

• I have a company based within the EU. Do I need to enter my VAT number?

  Yes. Customers within the EU must provide a valid VAT number when placing an order.

  If the VAT number is invalid, your order may be cancelled, or Swedish VAT may be charged retrospectively.

• I am from an EU country. What information do I need to provide?

  Customers within the EU must provide a valid VAT number at the time of purchase.

• I am from a non-EU country. What information do I need to provide?

  Customers outside the EU, such as Norway, Iceland, Greenland, and the United Kingdom, must provide an official organization number.

• What happens if my VAT number or organization number cannot be verified?

  If we are unable to verify your VAT number or organization number within a reasonable period of time, we may reject or cancel your order.

Account & Professional Verification

• Who can buy your products?

  We only sell to clinic owners and licensed healthcare professionals, such as skin therapists, doctors, dentists, and nurses.

  In Sweden, you do not need to be affiliated with a company/clinic to purchase from us. We follow the patient safety act and will be following up documentation of license. 

• Will you check my credentials as a healthcare professional?

  We will ask you to provide identification or other proof of your professional status in healthcare.

  If the required documentation cannot be provided, we reserve the right to refuse the order.

Price Match Guarantee

• What is your price match guarantee?

  Your satisfaction is our priority at FillerDepot. That is why we aim to offer the best possible prices.

  If another company offers the same product at a lower price, we may match the price for you. Simply send us a photo of your latest receipt or invoice that clearly shows a quote from the other company addressed to you.

  Once confirmed, we will adjust your price.

Terms & Contact

• Can the terms and conditions of purchase be changed?

  Yes. We reserve the right to update our terms and conditions of purchase at any time. Customers should review the terms and conditions regularly to stay informed about any changes.

• If I have more questions about the terms and conditions of purchase. How can I contact you?

  Please contact us using the contact details available on our website.