Question 1

Which payment methods can I use?

Accepted Answer

You can pay by card (Visa and Mastercard), Klarna invoice or instalments, Swish, and Metilde gift cards. All payments are encrypted and we never store your card details.

Question 2

Can I change or cancel my order?

Accepted Answer

Contact us as soon as possible after placing the order. If it hasn't been packed we can change the contents or address. If it has already shipped, we'll help you with a return instead.

Question 3

Do I get a receipt?

Accepted Answer

Yes, an order confirmation is emailed immediately and the receipt is always stored under My account → Purchases.

Question 4

Can I order as a company?

Accepted Answer

Yes. Enter your VAT number at checkout to receive an invoice with VAT specified. For larger orders, contact customer service.

Question 5

What does shipping cost?

Accepted Answer

Shipping is 49 kr within Sweden and always free on orders above 499 kr. Digital gift cards are always delivered free of charge.

Question 6

How long is delivery?

Accepted Answer

Orders placed before 12:00 on weekdays are packed the same day. Delivery normally takes 1–3 business days within Sweden and 3–7 business days within the EU.

Question 7

Do you deliver outside Sweden?

Accepted Answer

Yes, we deliver across the EU. Shipping cost and delivery time are shown at checkout once you select your country.

Question 8

How do I track my parcel?

Accepted Answer

As soon as the parcel leaves our warehouse you receive a tracking number by email. You can also follow it on the Track order page or under My account.

Question 9

What is your return policy?

Accepted Answer

You have a 14-day right of withdrawal from the day you receive the goods. The product must be unopened and in its original packaging. For food hygiene reasons we cannot accept opened packages.

Question 10

How do I make a return?

Accepted Answer

Register the return through customer service or My account. You'll receive return instructions by email. Refunds are issued within 14 days of us receiving the return, to the original payment method.

Question 11

What if a product arrives damaged?

Accepted Answer

Contact us with your order number and a photo of the product and we'll send a replacement or refund you at no cost.

Question 12

How does the subscription work?

Accepted Answer

Choose a product and delivery interval and get 15% off every delivery. There is no lock-in period and you manage everything under My account.

Question 13

When am I charged?

Accepted Answer

Payment is taken 15 days before the shipping date. You always receive an email reminder before the charge.

Question 14

How do I pause or cancel my subscription?

Accepted Answer

Pause, change or cancel under My account → Subscriptions. Changes must be made no later than 10 days before the shipping date, since payment has been taken by then.

Question 15

Can I switch product or interval?

Accepted Answer

Yes, you can change product, size and delivery interval at any time before the next charge, at no extra cost.

Question 16

Where are your products made?

Accepted Answer

Our products are made in the Nordics by certified GMP-standard manufacturers, using raw materials from selected suppliers.

Question 17

Are the products third-party tested?

Accepted Answer

Yes. Every batch is analysed by an independent laboratory for content, purity and heavy metals. Certificates of analysis are available through customer service.

Question 18

Do the products contain unnecessary additives?

Accepted Answer

No. We use no unnecessary fillers, colourings or sweeteners. The full ingredient list is available on each product page.

Question 19

How should I store the products?

Accepted Answer

Dry and at room temperature, out of reach of children. Best-before date and storage instructions are printed on the packaging.

Question 20

How long is a gift card valid?

Accepted Answer

A Metilde gift card is valid for one year from the purchase date and can be used across the whole range, subscriptions included.

Question 21

Can I send the gift card to someone else?

Accepted Answer

Yes. Choose the digital gift card and it's emailed straight to the recipient on the date you pick – free of charge. Prefer a printed card? We post it for a shipping fee.

Question 22

Can a gift card be exchanged for cash?

Accepted Answer

No, gift cards are non-refundable and cannot be exchanged for cash. Any remaining balance stays on the card for the next purchase.

Question 23

Do I need an account to shop?

Accepted Answer

No, you can check out as a guest. With an account you get order history, tracking and full control of your subscriptions.

Question 24

How do you handle my personal data?

Accepted Answer

We process your data in line with GDPR and never share it for third-party marketing. Read more in our privacy policy.

Frequently asked questions

Orders & payment

Shipping & delivery

Returns & complaints

Subscription

Products & quality

Gift cards

Account & privacy

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