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FAQ

Find answers to the most common questions about shopping at Norrsken. Everything from orders to payment and delivery. If you cannot find the answer you’re looking for below, you can always contact us.

 

General information:

Where are you based?

We’re based in Gothenburg, Sweden.

 

How do I get the lastest information from Norrsken Jackets?

Sign up for our newsletter and visit the website frequently. You can also follow us on Instagram and our facebook.

 

Delivery and Return:

Do you ship to my country?

We only ship to the countries you can choose between in our checkout. If you cannot find your country, please let us know by email: hello@norrskenjackets.com or facebook  We might be able to send it to you anyways!

 

What is the cost of shipping?

Shipping is free.

 
Are any duties added?

Orders to countries outside the European Union may be subject to VAT, import duties and taxes, which will be levied once your package reaches your country. Packages are shipped according to Incoterm Delivered Duties Unpaid (DDU). This means that we don’t collect VAT, duties and taxes on orders to countries outside the EU, nor can we predict what your particular charges may be. If you do incur any such additional costs, they must be rendered for your package to clear customs. Please contact your local customs office for more information.

 

How do I track my order?

Once you get notified that the package has left the warehouse, you will get a package ID to use with the chosen freight partner. If your order is not delivered within the deadline, please contact us.

 

How long is the delivery time?

We aim to always deliver within 1-2 business days from our warehouse.

 

Is it possible to change an order?

Contact us, and we will do our best to pause your order in our flow, which is possible as long as the order ist still in our warehouse. Sometimes, however, our guys at the warehouse work very quickly quickly and may have sent your order by the time you contact us. But even if that is the case, it’s not a problem we can’t fix! 

 

Is it possible to cancel an order?

Contact us and we will do our best to cancel your order! If our guys at the warehouse have already sent your order by the time you contact us, don’t worry beause we offer free returns!

 

Something is wrong with my order, what should I do?

Please contact us if your order is wrong and then make a return on the items that have been wrong.

 

How do I return my products?

You will receive a return slip and a shipping label together with your delivery. Fill in the reason code and attach it with the return and send the goods back to us. As soon as we have received your shipment, you will get the money back. If you have not received a return slip it is still easy to make a return, just contact us and we will send a new one.

 

How much does the return cost?

It is free of charge.

 

Can I change my product?

Of course, you can change the products and we want you to get your new jacket as fast as possible. We’ll make it easy for you as a customer by letting you return and place a new order. The refund will be settled as soon as we get the return.

 

For how long is it possible to return a product?

Return your item to us within 14 days from the day you received the shipment.

 

When do I get my refund?

Within 14 days after we have received your return, you will be able to see your refund on your account. If you have used the invoice option from Klarna, we will contact Klarna.

 

How do I find the fit?

Have a look at our size guide – it can be found on the right hand side of the page when you are checking out our products! There is also a size guide in our footer, under customer support, on all our pages.

 

How do I get the products?

There are several ways to find the products on Norrsken’s website, either through inspiration or by clicking the “shop” button to browse our products. If you know what you are looking for, you can use the search bar at the top right or inside the product page.

 

How do I place an order?
  1. Once you’ve found the jacket you are interested in, click to get more detailed information like  the available colours and sizes.
  2. When you’ve found something you want to buy, choosen the colour and size, you add it to your shopping cart. In the shopping cart, in the upper right corner, you can review the items you’ve placed in the cart, complete purchase or delete all your added items.
  3. Fill in the shipping information and choose a payment method.
  4. Click “Finish Purchase” to confirm your order.

Once you have completed your purchase, you will receive an order confirmation by email. When your order has left us, you will receive delivery confirmation.

 

Why can’t I order the item I want?

If you cannot choose a certain size or item, that means it’s sold out. But give us a shout, and we will keep you updated as to when the product is back in stock.

 

How do I contact you?

We love talking to our customers, solving your problems and giving you the best experience possible. We like constant development and appreciate your feedback! Call us at +46 (0)709427207.

 

PAYMENTS

Is my payment safe?

All payments take place through Klarna or Paypal, for more information regarding Klarna we refer to their terms and condition at this link, Klarna’s terms, and condition. 

 

What payments can I use?

We accept all the payment methods offered by Klarna:

  • Invoice
  • Installment
  • Visa
  • MASTERCARD

 

FORCE MAJEURE

We are exempt from penalties for failure to fulfill certain obligations under these General Terms if the failure is due in liberating circumstances as described below and the circumstance prevents, obstructs or delays the execution. Relieving circumstances includes measures or omissions from government, new or amended legislation, labor market conflict, blockade, fire, flood, tampering or accident event. Force majeure includes government decisions that affect market and products negatively, such as decisions on warnings, sales bans and more or an abnormal drop in the market.

 

Do you still have questions?
Let us know, and we will try to answer your questions in the best possible way!