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Frequently asked questions

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Product‑Related Questions

Here you’ll find answers to frequently asked questions about our products — from ingredients and origin to storage and shelf life. Can’t find the answer you’re looking for? Email us at konsumentkontakt@kiviksmusteri.se

You can find a large part of our range at the grocery chains ICA, Coop, Willys, Hemköp, and City Gross, as well as online at mat.se and mathem.se. Some of our products are produced on a small scale and are sold exclusively in our own shops — the Musteri Shop in Kivik and Solnäs Gård in Fjelie, outside Lund. Examples include our Our Finest apple musts and ciders. Our strong cider is available at Systembolaget, along with a selection of our non‑alcoholic ciders and apple musts.

 

All of our products are vegan in terms of both ingredients and production process, with the exception of organically fermented products (such as ciders and fruit wines).

Our products are often still good even after the best before date has passed. Use your senses: smell, look, and taste. If you notice nothing unusual, the product is often perfectly fine to consume. In some cases, the colour may have changed slightly or the flavour may have diminished, but this does not necessarily mean that the product is unsafe to consume.

Most of our products are packaged in carton packaging and have an unusually long shelf life thanks to smart packaging and production technology. By pasteurising the products and filling them in a closed environment using sterile packaging, there is no need for preservatives.

To reduce plastic waste and its impact on animals and nature, the EU has adopted a directive commonly known as the Single‑Use Plastics Directive. Since the first steps were taken in 2021, it is now time for producers to take greater responsibility. As of July 2024, all plastic caps must remain attached to beverage packaging in order for the product to be sold on the Swedish market.

On packaging for Årets Skörd, Naturligt God, and Elderflower and Rhubarb Drinks, the cap is unscrewed in the same way as before. It is then bent upwards and to the side to allow you to pour or drink from the package. After use, the cap can simply be screwed back on. On juice cartons, purées, and soups, the cap works differently. Instead of unscrewing, it is lifted straight up like a lid, and then pressed back into place until a click is heard.

When the package is empty, leave the cap attached and sort the package as paper packaging. This follows the basic principle that packaging made of multiple materials should be sorted according to the material that makes up the largest share of the packaging by weight.

Questions About Our Visitor Destinations

Here you’ll find answers to the most frequently asked questions about our visitor destinations in Kivik and at Solnäs Gård. Read more about our visitor destinations here — Kivik & Solnäs Gård. Want to learn more about our events? Click here!

At our visitor destination in Kivik, your four‑legged friend is welcome both outdoors and indoors. During peak season, when we have many visitors, we kindly ask that dogs wait outside the shop for everyone’s comfort and safety. At Solnäs Gård, dogs are very welcome.
We offer vegetarian options on our menus. If you are looking for vegan food, we recommend speaking with a member of our staff. Do you have food allergies or feel unsure about what is vegetarian or vegan? Please don’t hesitate to ask our staff in the restaurant or café — they’ll be happy to help!
We do not accept cash payments at our locations in Kivik or at Solnäs Gård.
At present, we do not offer apple‑pressing services for private individuals.

Returns and Complaints

Here you’ll find information on how to return an item or file a complaint. We guide you through the process step by step. Would you like to file a complaint about a product? Click here!

Please contact us at konsumentkontakt@kiviksmusteri.se or fill in our complaint form on the website, and we will be happy to help you with your claim. You can expect a refund for a faulty product within 10 business days. Fill in the complaint form.

If you wish to exercise your right of withdrawal, you as the customer are responsible for the return shipping cost.

Please contact our webshop/store and we will send you a return shipping label. Attach the return label to the package and drop it off at a service point. Please make sure to package the returned products carefully to prevent any damage during transport. We accept returns within 14 days from the date you received your package. Packages delivered to Denmark will not include a return label. If you wish to return a package from Denmark, you as the customer are responsible for the return shipping cost. Read more about our returns and complaints policy.

Questions related to our webshop

Here we have gathered frequently asked questions about shopping in our webshop – from ordering and payment to delivery and account information. Would you like to visit the webshop? Click here!

A shipping fee of SEK 99 is added when ordering products from us (excluding accessories for making your own juice and cider at home, as well as merchandise – shipping fee SEK 116,75). Your package is delivered to your nearest service point by DSV Road AB / Schenker. When your package is ready for pickup, you will receive an SMS notification from DSV Road AB / DB Schenker. For larger orders, multiple packages may be shipped. You will receive a separate SMS notification for each package. Have you purchased a ticket for an event or a course with us? Please save your order confirmation and have it available when you arrive. Orders to Denmark: Prices may vary depending on the current exchange rate. A shipping fee of SEK 175 applies for deliveries to Denmark. Shipping for merchandise is SEK 206,36. Please note: Packages delivered to Denmark do not include a return label. If you wish to return a package from Denmark, you as the customer are responsible for the return shipping cost.
After your package has left us, it will arrive at the service point within 5 business days (7 business days for deliveries to Denmark). During public holidays, delivery may take an additional day or two.
Please contact us at konsumentkontakt@kiviksmusteri.se or fill in our complaint form on the website, and we will be happy to help you with your claim. You can expect a refund for a faulty product within 10 business days. Fill in the complaint form.

Please contact our webshop/store and we will send you a return shipping label. Attach the return label to the package and drop it off at a service point. Please make sure to package the returned products carefully to prevent any damage during transport. We accept returns within 14 days from the date you received your package. Packages delivered to Denmark will not include a return label. If you wish to return a package from Denmark, you as the customer are responsible for the return shipping cost.

Read more about our returns and complaints policy.

If you are missing an item from your order, you are more than welcome to contact us so that we can resolve the issue in the best possible way. Please email us at konsumentkontakt@kiviksmusteri.se and include your order number and details of the missing item, and we will be happy to help you.
If you can’t find your question here, please email us at konsumentkontakt@kiviksmusteri.se and we will be happy to help you with your inquiry.