LogotypeCreated with Sketch.

FAQ

How do I know if my order has been processed?
You will receive an order confirmation to your e-mail address shortly after the order has been approved by us. If you have not received anything within 15 minutes, please check your Junk-folder. If the Junk-folder is empty, please contact our support on order@klong.se.

 

How much is the freight cost?
If you order our products outside of Sweden, we apply a fixed fee which will depend on which country you are ordering from. You can easily calculate on the freight cost by choosing the right country at the Checkout stage. 

Where is my order delivered?
Outside of Sweden, your order will be directly delivered to your home. It will normally take between 5-7 business days for the order to be delivered at your address.

Can I change my order after it has been submitted?

If you want to change or delete your order and if we have not started to pack your order, please contact our Customer Support at order@klong.se. Please contact them immediately so that we can check the status with our warehouse.

 

Can I send back my ordered product?
Klong offers you the right to send back the ordered product within 14 days from delivery. The product has to be in an unused condition when it is received by us and it has to be sent back in it's original box and with it's different parts undamaged and whole. The freight expenses is paid by the customer.

 

What kind of payment alternatives do you offer?
We use Klarna Checkout in Sweden, as well as Klarna Global for all our international customers. Klarna's terms and conditions are available on the following link - https://www.klarna.com/se/villkor/.

 

What happens if I do not collect my package?
Your package will be accessible for collection during the 14 days after it's arrival in your country. If you change your mind after the package has been sent from our warehouse, you will have to collect the package and then send it back to us. Otherwise it will be registered as non-collected and thus subject of the additional fee mentioned above. 

 

My package is damaged on delivery, what do I do?
If the package is damaged upon your receiving, please notify the courrier/the Servicepoint which you collected the product from. Carefully write down what the damages are and specify any damages on the actual product as well as the package itself. Contact our Customer Support and they will help you. You are obliged to notify Klong of any damages within 7 days after the collection.

 Do you have any guarantees?

Klong is obliged to repair any manufacturing or material defects within the 1-year guarantee.

The guarantee does not cover usage and requires that the product is treated with a general degree of carefulness. The guarantee is formalized by the printed version of the order confirmation. It is therefore important that you save the order confirmation or that you print it out and store it in a safe place.

Attention!: Klong's products are to a vast extent hand made and small differences between the products may occur. These differences are not unusual and can not be used a reason for a reclaim. If you are not sure whether it is a reclaim matter or not, please take pictures on the supposed damage and send them in an e-mail to our Customer Support on service@klong.se.

How do I care for my product?

See ''Product Care'' for your desired product.

Can I track my delivery?
Yes, you will receive an e-mail with tracking details when your product is shipped.

 

How long is the lead time?
The normal lead time outside of Sweden is normally 5-7 working days, with reservation for certain areas in Sweden where DHL does not deliver on a daily basis. We disclaim ourselves from delays in the delivery due to unpredicted happenings.

Can I buy spare parts?

Yes, please the category''Extras'' under ''Products''.