Customer Service

Customer Service

Contact us at [email protected]

We will respond to you in English or Norwegian within 24 hours, from Monday to Friday, 9 AM to 17 PM CET.

The response time might be longer during weekends and holidays.

You are welcome to return any purchase within 30 days, no matter the reason. Returned goods should not have been used and needs to be returned in sellable condition with all original packaging intact. Your return item can either be exchanged for a new item, or you can get a refund for it.

Exchanges
All exchanges are free of charge, meaning that both the return shipping and the shipping of any replacement item(s) is covered and provided by Norwegian Rain when you swap for a new size, a different colour or different style.

Refunds
In case you don’t want an exchange you can return any item(s) for a refund. For returns we deduct EUR 40 to cover return shipping.

PROCEDURE FOR EXCHANGES AND RETURNS

  • Please send us an email at [email protected] with name, order number and a short description of why it will be returned (this will help us to improve our customer service upfront). In case you have ordered multiple items, let us know which item you like to return.
  • Let us know if you desire an exchange (product / colour / size) or a refund.
  • We will provide you with a DHL return label and instructions. It is very important to follow the instructions in order to get the full refund.

For orders shipped to the countries listed below, orders are shipped on a Delivered Duty Paid (DDP) basis, meaning all taxes and duties are included in the final price. You will not owe any additional amount upon final delivery.

  • EU (all countries)
  • Iceland
  • Liechtenstein
  • Norway
  • Switzerland
  • United Kingdom (UK)
  • Canada
  • United States (US)

For deliveries to other countries (not listed above), orders are shipped on a Delivered Duty Unpaid (DDU) basis, meaning that all taxes and duties are excluded in the final price. Your order may therefore be subject to local taxes and import duties, which are levied by your local customs authority or the used shipping carrier. We are unable to calculate the exact amount in duties and taxes your order might incur, as these charges are imposed directly by the destination country and vary between countries. Norwegian Rain does not cover any such taxes, duties or related charges. Taxes and duties incurred on refused or unclaimed packages are not covered by Norwegian Rain.

We are shipping worldwide with DHL Express at the following rates:

European Union: EUR 10
United Kingdom: GBP 9
USA: USD 12
Denmark: DKK 75
Sweden: SEK 100
Norway: included in the product price
Other countries: EUR 10

Return shipping is free of charge for exchanges (i.e. when you swap for a new size, colour or style). For refunds, we deduct EUR 40 to cover return shipping (if you choose to return and cancel your order).

We recommend cleaning most of our garments in the washing machine on a wool or outerwear program.

Washing Machine Settings

Please adhere to the following settings:

  • Select the wool or outerwear program
  • Set the temperature to 30 degrees Celsius
  • Do not use bleach or softener
  • Avoid spin-drying/centrifugation
  • Do not tumble dry

Drying

After washing, hang the garment to dry. Avoid using a dryer to prevent damage.

Detergent Recommendations

For washing, you may use a wool detergent. However, we highly recommend using NIKWAX, a product readily available in sports shops that offer technical hiking attire and similar products. It not only cleans but can also enhance the water resistance of your coat.

NIKWAX offers a duo-pack that includes a wash-in impregnation. Use this to boost your garment’s water resistance. Detailed instructions are provided on the bottle.

Dry Cleaning

Please note that dry cleaning is not suitable for our garments. This process can destroy the membrane, compromising the waterproof nature of the coat.

Special Instructions for Shearling Wool Coats

If you own a coat with shearling wool, we advise against washing it to avoid shrinkage and distortion of the fabric. Instead, spot cleaning is the best option to maintain its quality.

Refer to the care label inside the coat for all the guidelines mentioned above.

Any other question? Check our FAQ or contact us at [email protected]

Location and currency

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