Refund policy

Returns
We have a 14-day return policy, which means that you have 14 days from the date you receive your order to request a return. When returning an item, you will be responsible for the return shipping fee of 20 EUR. 

To be eligible for a return, the item must be in the same condition as when you received it, unused and in its original packaging. You must also have the receipt or be able to provide an order number. To request a return, please contact us at shop@klong.se.

If your return is accepted, we will send you a return shipping label together with instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.

Unfortunately, we cannot accept returns of gift cards.

If you have any questions regarding returns, you can always contact us at shop@klong.se.

Damage During Delivery
If an item is damaged during transport or, for any reason, does not reach you, Klong is responsible for the item. However, you as the customer are required to notify Klong within 5 business days.

In the event of damage during delivery, please report the damage immediately to the service point where you collected the package. Make sure to document any damage to both the outer packaging and the product itself. Then contact shop@klong.se for further assistance.

Claims
Klong’s products are largely handmade, and variations may therefore occur. Such variations do not constitute reasons for a claim. If you are unsure whether an item is damaged or defective, please photograph the item and send the images to reklamationer@klong.se.

In the unlikely event that an item is defective upon delivery, please contact us at reklamationer@klong.se to have your claim approved and receive a return shipping label. This should be done as soon as possible, but no later than 5 business days after receiving the item.

To enable us to process your claim as quickly and smoothly as possible, please include the following information in your email:

• Order number

• Product

• Reason for the claim

• Whether you would like a replacement or a refund

The item subject to the claim must be unused and undamaged and properly packed in its original packaging. Attach the return shipping label and hand the package in at your designated service point.

Exchanges
The fastest way to ensure that you receive the item you want is to request a return for the item or items you wish to return and, once the return has been approved, purchase the new item separately.

14-Day Right of Withdrawal in the EU
If goods are delivered within the EU, notwithstanding the above, you have the right to withdraw from or return your order within 14 days without having to provide any reason. As stated above, the item must be in the same condition as when you received it, unused, with all tags attached and in its original packaging. You must also have the receipt or proof of purchase.

Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved. Please note that it may take some time for your bank or credit card provider to process the refund and for it to appear in your account.

If more than 15 business days have passed since we approved your return, please contact us at shop@klong.se.