Terms of service

The following terms and conditions apply to purchases made within the EU of all products available at klong.com, operated by Klong Intermestic AB, Ackumulatorvägen 7, 181 55 Lidingö, Sweden, company registration number 556554-2759, hereinafter referred to as “Klong”. By using Klong’s online store, you agree to the following terms and conditions. You must be at least 18 years old to make a purchase.

RIGHT OF WITHDRAWAL

Under the Swedish Distance Contracts Act, you have the right to return your order within 14 days of receiving the goods. Please contact us at shop@klong.se to obtain a return shipping label. When exercising your right of withdrawal, you as the customer are responsible for the return shipping cost of 30 EUR.

To ensure that your return is processed as quickly and smoothly as possible, please include the following information in your email:

• Order number

• Product

• Reason for return

The returned product must be unused and undamaged and properly packed in its original packaging. Attach the return shipping label to the parcel and hand it in at the designated service point.

SHIPPING COSTS

We offer free shipping within the EU for all orders above 100 EUR. For order outside the EU, local shipping fees may differ. Please note that we do not cover return shipping costs when you exercise your right of withdrawal.

TRANSPORT

All goods are shipped from Sweden. If the goods are damaged during transport or, for any reason, fail to arrive, Klong is responsible for the goods. However, you as the customer are required to notify Klong within 5 business days.

If the goods are damaged or lost while being returned by you, the customer, responsibility for the goods rests with you. Please ensure that the goods are properly packed to prevent damage during transport.

DELIVERY

Within Sweden, your order will be delivered to a service point via PostNord or DHL. You may also choose home delivery with PostNord. Please note that we cannot guarantee delivery to a specific service point. Delivery normally takes 1–3 business days, provided that the product is in stock.

For orders within the EU, deliveries are made by UPS or DHL Service Point. 

If your order consists solely of replacement wicks for oil lamps, it will be sent directly to your mailbox. Please note that this shipment is not trackable.

COMPLAINTS AND DEFECTIVE PRODUCTS

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

If, despite our quality controls, the product is defective upon delivery, please contact Klong’s customer service at reklamationer@klong.se to have your complaint approved and to receive a return shipping label. This should be done as soon as possible, but no later than 5 business days after receiving the product.

To ensure that your complaint is processed as quickly and smoothly as possible, please include the following information in your email:

• Order number

• Product

• Reason for complaint

• Whether you would like a replacement product or a refund

The product must be properly packed in its original packaging. Attach the return shipping label to the parcel and hand it in at the designated service point.

UNCLAIMED PARCELS

Delivered goods will remain at the designated service point for 7–14 days after arrival, depending on the carrier handling the shipment. If the parcel is not collected, it will automatically be returned to Klong’s warehouse. You as the customer will be charged a return fee of SEK 200, which will be deducted from your refund.

If you wish to cancel your purchase after the order has been dispatched from Klong’s warehouse, you must collect the parcel and return it in accordance with the instructions under “Right of Withdrawal”. Otherwise, you will be charged the return fee stated above.

DISCOUNTS

We offer all first-time customers a 10% discount on our entire range. However, this discount CANNOT be used on products that are already subject to other discounts or promotions.

SECURITY

All payments made through Shopify’s checkout are securely processed through Shopify Payments or the payment provider associated with the selected payment method. Payment information is transmitted in encrypted form and handled in accordance with applicable PCI DSS requirements. We do not have access to or store your full card details.

Strong Customer Authentication (SCA), such as 3D Secure or verification through the selected payment provider, may be required. Shopify Payments supports the security requirements of the EU Payment Services Directive (PSD2).

GOVERNING LAW

Any dispute relating to these terms and conditions shall be governed by Swedish law. Klong follows the recommendations of the Swedish Consumer Agency (Konsumentverket). For further information, please visit the Swedish Consumer Agency’s website.