Refund policy

Shipping & Returns

Effective date: 31 July 2026

At Cecilia Nordström Chocolates, we take great care to ensure that every order arrives quickly, safely and in the best possible condition. As our chocolates are handcrafted and made from fresh ingredients, special conditions apply to shipping and returns.

Shipping

Delivery Times

Orders are normally dispatched within 2–5 business days after your order has been confirmed and payment has been authorised.

During holidays, seasonal periods, promotional campaigns or times of exceptionally high demand, dispatch times may be slightly longer.

Once your order has been shipped, you will receive a shipping confirmation by email.

Shipping Options

Within Sweden, we currently offer the following delivery methods:

  • PostNord Collection Point or Parcel Locker

  • PostNord Home Delivery

The available shipping options are displayed during checkout based on your delivery address.

For international orders, available shipping methods and costs are calculated automatically during checkout.

Shipping Costs

Shipping costs are always displayed before you complete your purchase.

Free shipping promotions or reduced shipping offers are valid only during the specified campaign period and in accordance with the applicable promotional terms.

Temperature-Sensitive Products

Chocolate is naturally sensitive to heat.

Our products are carefully packaged for standard transport; however, we do not currently offer refrigerated shipping or insulated delivery services.

When temperatures exceed approximately 15°C (59°F), there is an increased risk that the chocolates may be affected during transport or if the parcel remains at a collection point, parcel locker or outside your property for an extended period.

To ensure the best possible quality, we recommend that you:

  • Collect your parcel as soon as possible after receiving the delivery notification.

  • Avoid leaving the parcel unattended for long periods.

  • Choose the delivery option that best suits your availability.

Delivery Delays

We always strive to deliver your order within the estimated delivery timeframe.

However, delays may occasionally occur due to circumstances beyond our control, including:

  • High carrier volumes

  • Extreme weather conditions

  • Technical disruptions

  • Customs procedures (for international shipments)

  • Other unforeseen events

Once your order has been handed over to the shipping carrier, delivery times are the responsibility of the carrier.

Damaged Deliveries

If your parcel appears damaged upon delivery, we recommend that you:

  1. Photograph the parcel immediately.

  2. Report the damage to the shipping carrier as soon as possible.

  3. Contact us at kontakt@nordstroems.com.

To help us process your claim efficiently, please include:

  • Your order number

  • Photos of the outer packaging

  • Photos of the products

  • A brief description of the issue

Every case is assessed individually, and we will respond as quickly as possible.

Incorrect or Missing Products

If you receive the wrong product or if an item is missing from your order, please contact us as soon as possible.

We will, of course, do everything we can to resolve the issue promptly.

Complaints

If a product is defective or damaged, your purchase is protected by applicable Swedish consumer legislation.

Please contact us as soon as the issue is discovered.

To help us assess the matter, we kindly ask you to include photographs of:

  • The product

  • The product packaging

  • The outer shipping box

Returns

As our products are fresh food items, they cannot be returned.

Under Swedish and EU consumer legislation, the statutory right of withdrawal does not apply to food products or goods that are liable to deteriorate or expire rapidly.

This does not affect your legal right to make a complaint regarding defective or damaged products.

Uncollected Parcels

Parcels that are not collected within the carrier's storage period will be returned to us.

Due to the perishable nature of our products, returned chocolates cannot be resold.

For this reason, no refund will be issued for uncollected orders.

Customers are responsible for:

  • Providing accurate contact information

  • Monitoring shipping notifications

  • Collecting the parcel within the carrier's specified collection period

Store Collection

If you choose to collect your order from our store, you will receive an email once your order is ready.

Orders are held for collection for 14 days from the date of notification.

Orders not collected within this period will be considered abandoned.

Due to the limited shelf life of our products, no refund will be issued for uncollected store collection orders.

International Deliveries

For orders shipped outside Sweden:

  • Delivery times may vary depending on the destination.

  • Local delivery partners may be used.

  • Customs procedures may affect delivery times.

  • Import duties, taxes or customs charges may apply depending on the destination country.

Unless otherwise stated at checkout, any import duties, customs fees or local taxes are the responsibility of the recipient.

Contact

If you have any questions regarding your delivery, shipment or a complaint, we are always happy to help.

Cecilia Nordström Chocolates AB

Company Registration Number: 559256-0956

Email: kontakt@nordstroems.com

Website: www.nordstroems.com