To keep things clean and safe, we cannot take any candy back once it is sent — every box you get is fresh and has never been touched after leaving our care. If something arrives damaged, missing or wrong, we fix it fast, no friction.
Step 01
Photograph the issue
Step 02
Email our team
Step 03
We investigate
Step 04
Replacement or refund
How it works
You must report any problem within 48 hours of delivery with photos taken before you open the package.
Before you open the package, take clear photos or a video of the shipping bag or box showing the damage to the outside. After opening, also photograph any damaged treats inside — we need both for insurance claims.
Our Happy Guarantee: we want to spread joy. Message our team in Gothenburg at [email protected] with your order number and we will find a way to make things right.
Email supportSend the photos to [email protected] within 48 hours of delivery with your KL-Order ID in the subject line. You can find your order ID in the confirmation email.
Our support team reviews the case the same working day — usually within a few hours — and confirms the resolution path with you.
Approved claims are replaced on the next dispatch, or refunded in full to your original payment method within 3–7 business days.
Not eligible for return
For hygiene and food-safety reasons we cannot accept returns on any candy once a bag or seal has been opened. Claims without photos taken before opening the package cannot be accepted. Candy can also soften in warm weather — this is a known risk of shipping candy and we cannot offer refunds for melted sweets, though we do everything to prevent it. Orders can be cancelled within 2 hours of placement before the box enters packing.
Replaced or refunded
Every valid claim, every time
Answered in under 24h
Weekdays 9–17 CET
Refunds in 3–7 days
Back to original method