FREE SHIPPING ON ALL ORDERS ABOVE DKK 1.300 / €250 / £210 / USD$ 280

FAQ

For any unanswered questions or inquiries please reach out to us via our Contact page.


ORDERS



I typed the wrong delivery address/email on my order
Please send us an email via our Contact page, with the correct information, so we can update your order.

I placed an order but didn't receive an order confirmation
Start by checking your spam folder. If you still haven't received one, send us an email via our Contact page, with your name and the item you ordered. Then we can verify that your order went through properly.

Can I make changes to my order?
Unfortunately, that is not possible. If you would like to change something in your order, you will need to cancel your original order and place a new one. To cancel your order, please email us via our Contact page.

I want to cancel my order
It is only possible to cancel your order if we have not yet processed it. Go to your order confirmation email and click 'View the order and keep updated on its status" at the top of the email. If it's still possible to cancel, you will see a grey "Cancel" button. Otherwise, please email us via our Contact page.

There are items missing in my order
Please email us via our Contact page, with your email address, order number and the name of the missing item, and we will get right on it.
— If the item is still in stock, we will arrange an immediate dispatch.
— If the item is out of stock, we will simply issue a refund for the missing item.
— If there is an item on the delivery note that is not in your parcel, please contact our support immediately.

The order I placed is for a gift, what is the return policy?
Please send us an email at support@norsestore.com with your order number and the date you will be giving the gift, so we can extend the range of your return window.


SHIPPING


When are you going to ship my order?
We strive to ship all orders placed before 10am on the same day. However, during peak times, there can be delays. Once your order is completed (processed and ready for dispatch), you will receive an email from our carrier with your tracking number. Please note, there can be a delay of several hours from when the tracking number is created until it is active.

I didn't receive a tracking number
Once your order is processed and ready for dispatch, you will receive an email from our carrier with your tracking number. Please note, there can be a delay of several hours from when the tracking number is created until it is active.

Can you ship my order with another carrier?
All international orders are shipped with DHL and GLS. Orders inside Denmark are dispatched with Postnord or By Expressen. Unfortunately, we are not making any exceptions at this time.

Can you ship to my P.O. Box?
We do not ship to P.O. Boxes. We are not making any exceptions at this time.

Why am I being charged import taxes on my order?
When shopping on norsestore.com from outside the EU, our pricing is set to accommodate any import taxes you may encounter. Therefore, the price you see is excluding the 20% Danish VAT.
E.g.: A customer within the EU pays $100 for an item. The same item is sold to a customer outside the EU for $80, but that customer risks paying local import taxes on the item. These charges are the responsibility of you, the buyer, and are set by the local tax authorities in your country.

According to the tracking information, my package has been delivered but I haven't received it. What should I do?
Please contact the shipping carrier and inform them of your tracking number and request an investigation. You can find your tracking number in your shipment confirmation email.

My package was damaged during transport, what should I do?
If you receive a package that has been damaged while in transit, please take a few pictures of the package and contact the carrier within ten (10) days of receipt.


RETURNS


You can read our full return policy at norsestore.com/returns

How do I return my order?
We offer a simple and easy return service. Simply post the goods, in their original and unused condition, along with the order number and return slip to:

Norse Store Webshop
Laplandsgade 11
2300 Copenhagen S
Denmark
Att: RETURNS & REPAIRS

*Please remember to write RETURN AND REPAIRS on the outside of the package to ensure a swift transit through any customs offices it may encounter. Excluding this information can result in a protracted delay of your return – in the worst case scenario, the customs office will send the package back to your address.

Please note that you are responsible for the product until it reaches us. Send the package with a traceable service so it can be located at all times. Return shipments without a traceable service will not be covered by Norse Store.

Once we have inspected the returned goods, we will refund the total product value and you will receive an email letting you know that your return has been processed. The refund will automatically be issued to the card used to make the original purchase.

Will I get a refund for the return shipping costs?
Return shipping costs will not be refunded.

Can I return my order in one of your stores?
No. Unfortunately, in-store returns are not possible.

Did you receive my return?
You will receive an email once we have issued you a refund. The refund will automatically be issued to the card used to make the original purchase.

When do I get my refund?
Once we have received your return, you will receive an email confirming the refund to your account. The refund will automatically be issued to the card used to make the original purchase.

Please note that it can take up to 28 days for funds to appear in your account for orders placed with credit card. Please contact your bank for further details on releasing the funds. PayPal refunds will appear within 24 hours.

Can I exchange my item?
We do not offer exchanges. Instead, for the fastest service possible, we kindly ask that you place a new order and send the unwanted product back to us. Once we receive your return we simply issue a refund.

If you have any inquiries about returns, please contact us at: support@norsestore.com.


CLAIMS


I have received a faulty item
Please send us an email at support@norsestore.com with your order number and a few pictures of the faulty item.

I have received an incorrect size or item with my order
We apologize for the error with your order.

For Danish customers: please use the return label included in your package to return the incorrect item. Remember to include your order number on the returned package. Contact us at support@norsestore.com with your order number and details regarding the incorrect item. If the correct item is still in stock, we will send it out as soon as you have shipped the incorrect item back to us. Otherwise, we will refund you upon the package's arrival.

For international customers: please contact us at support@norsestore.com with your order number and details regarding the incorrect item.
We will arrange for the incorrect items to be picked up by the destinations courier, free of charge. We will send you shipping courier documents for the return. Please print these out and arrange for a pick-up with your local shipping courier office.If the correct item is still in stock, we will send it out as soon as you have shipped the incorrect item back to us. Otherwise, we will refund you upon the package's arrival.