NORSE PROJECTS
 

FAQ

For any unanswered questions or inquiries please continue to our Contact-page.

ORDERS

I typed the wrong delivery address/email on my order.
Please continue to our Contact-page, and send us an email 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-filter. If you still haven’t received one, please continue to our Contact-page, and send us an email with your name and the item you ordered, so we can be sure your order went through properly.

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

I want to cancel my order.
It is only possible to cancel you order, if we have not processed it yet. Please continue to our Contact-page.

There are items missing in my order.
Please continue to our Contact-page and send us an email with your order number and the name of the missing item, then 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 then 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@norseprojects.com with your order number and the date you will be giving the gift, so we can extend your return.

SHIPPING

When are you going to ship my order?
We strive to send all orders, placed before 10am 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 Express. Orders inside Denmark are dispatched with Postnord or By Expressen. No exceptions can be made.

Can you ship to my P.O. Box?
We do not ship to P.O. Boxes. No exceptions can be made.

Why am I being charged import taxes on my order?
When shopping on norseprojects.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 (you’ll find your tracking number on your shipment confirmation) and request an investigation.

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 10 days of receipt, then they will assist you with your claim.

RETURNS

You can read our full return policy here.

How do I return my order?
Please start your return process by filling out the online return form here.
You can purchase a return label via. our online return form.

If you choose not to purchase a shipping label via the online return form, we strongly advise your return shipment to have a traceable service, so it can be located at all times. Please note that the customer must retain the receipt of the return shipment until the product is received and refunded by norseprojects.com. We only accept returns sent directly to the address below.

Return address:

Norse Projects WEB
Laplandsgade 11
2300 Copenhagen S
Denmark
Att: RETURNS & REPAIRS

Please remember to write Att: 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 delay of your return – and in worst case the customs office will send the package back to your address.

Once we have inspected the returned goods, we will issue a refund (excluding delivery costs). You will receive an email confirming that your return has been processed.
The refund will automatically be issued, using the same method of payment which you used for the original purchase unless otherwise agreed.

Can I return my order in the Norse Projects store(s)?
Unfortunately you cannot return your order in any of our stores unless otherwise agreed.

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

Did you receive my return?
We do not send out an email when we receive your return, but you automatically get an email when your return has been processed.
The refund will be issued, using the same method of payment which you used for the original purchase.

When do I get my refund?
Once we have inspected the returned goods, we will issue a refund (excluding delivery costs). You will receive an email confirming the refund has been issued.
The refund will be issued, using the same method of payment which you used for the original purchase unless otherwise agreed.

Please note, it can take up to 28 days for funds to appear on 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 have inspected the returned goods, we will issue a refund.

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

CLAIMS

I have received a faulty item.
Norse Projects stands for the highest quality so if you think there is a fault with an item you have received, please contact us immediately. We will try to resolve any issue with a faulty item as quickly as possible, but we need you to tell us as soon as you discover the fault.

Please send us an email at support@norseprojects.com with as many details as possible about the problem with the goods. Remember to include your order number and a few pictures of the faulty item.

If your Norse Projects product was purchased through another retailer, the claim must be processed with that retailer.

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

For Danish customers: please use the return label included in your package to return the incorrect item. Remember to include your order number. And please contact us at support@norseprojects.com with your order number and details regarding the incorrect item. If the correct item still is 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@norseprojects.com with your order number and details regarding the incorrect item. Then we will arrange for the incorrect items to be picked up by the destinations courier, free of charge. All you need to do, is print out the shipping couriers documents we send you and arrange for a pick-up with your local shipping courier’s office.

If the correct item still is 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.