FAQ

FAQ

General

Contact us at sales@norwegianrain.com

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.

Make sure to subscribe to our newsletter to get notified and get access to special launches and news before everyone else by signing up through our online store.

You can also follow us on Instagram (@norwegianrain) and Facebook for daily updates.

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Contact information is available on dedicated Stores-pages for Bergen, Oslo, Paris, Tokyo and Copenhagen.

In these times of uncertainty, we want to be very transparent with what is going on and reassure you that our online store is always open, still fully operational and still delivering orders safely to your home.

Shipping

Our carrier, DHL, is delivering with minimal interruption, but there may be delays caused by increased border controls, cancelled flights (express deliveries only), strict quarantine regulations and staffing shortage due to the current situation.

We know a lot of you are staying home and therefore we offer home delivery in all markets. To ensure that your parcel can be delivered to your door, please make sure that you also provide your door code (if you live in an apartment building) by adding it to your address field.

To avoid unnecessary contact, many delivery partners have waived the requirement of a recipient signature upon receipt. Successful delivery will instead be documented via alternative processes, e.g. deliverer signature or online signature.

Online orders

After placing an order, you will receive a confirmation email to the registered email address. If you fail to receive an order confirmation after placing an order, please check your junk folder or contact us at sales@norwegianrain.com

If you change your mind about something, please contact us as soon as possible at sales@norwegianrain.com, and we will try to help you out. Always refer to your order number when contacting us.

An order cannot be changed after it has been shipped.

If you change your mind about an order, please contact us as soon as possible at sales@norwegianrain.com. The order cannot be cancelled if it has been shipped. If you have requested a cancellation after the order has been shipped, you must return it for an exchange or refund.

Please contact us at sales@norwegianrain.com and provide us with the order number and correct address. As long as the order has not been shipped, we can change the address for you.

If your order is already placed, please contact us at at sales@norwegianrain.com, to check if it is possible to add items.

Shipping and delivery

We ship most of our products from our warehouse in Oslo (Norway), but occasionally we ship from one of our stores.

We ship to most rainy destinations worldwide.

Russia – currently we are unable to ship with DHL Express to Russia. We may be able to ship with postal service with longer delivery time. Conditions apply. Contact us at sales@norwegianrain.com for details.

We use tracked shipping methods and you can check the status of your package at any time using the link in your shipping notification email you receive once your parcel has left our warehouse.

All orders will be delivered within 1-3 days from the day you receive your shipping confirmation. Delivery to rural addresses may result in longer delivery times. We ship all orders with DHL Express.

Your parcel is normally delivered straight to your door. If the parcel cannot be delivered it will either be taken to a service point for pickup or a second delivery attempt will be made the day after.

In some countries, DHL will contact you before delivery in order to confirm your preferred delivery method. In this case, you could choose to have your parcel delivered straight to a service point, to a neighbour, left in a safe place or select a different day of delivery.

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 are working on adding functionality to support “Pick up in store”. Until this feature has been implemented you may send us a message at sales@norwegianrain.com to request local pickup in either Bergen, Oslo or Paris.

For orders shipped to the countries listed below, orders are shipped on a Delivery 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.

  • Austria
  • Belgium
  • Denmark
  • Finland
  • France
  • Germany
  • Italy
  • Ireland
  • Netherlands
  • Norway
  • Spain
  • Sweden
  • Switzerland
  • United Kingdom

For deliveries to other countries (not listed above), orders are shipped on a Delivery 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.

Norwegian Rain insures each purchase from the time it enters transit until it is delivered to you. All orders require a signature upon delivery, at which point you become responsible for the shipment. If you specified a recipient other than yourself for delivery purposes, you also accept that the third party’s signature is sufficient proof of delivery and fulfilment by Norwegian Rain.

If you allow the carrier to deliver your parcel without a signature (e.g. outside your front door), Norwegian Rain will not take responsibility for the delivery.

Your order will normally be packed and shipped within 1-2 business days from the time you place your order. When your order is dispatched, you will receive a shipping confirmation by email including all shipment details. We do not send any shipments during weekends or public holidays.

Payments

We accept the following credit- and debit cards: Visa, Mastercard, American Express and JCB.

If your device supports it you may use accelerated checkout methods like Apple Pay or Google Pay.

Klarna Pay Later is available in some countries in the EU/EEA (Sweden, Denmark, Norway, France, Germany) and the United Kingdom.

We do not store any credit card or other financial information. All payments are processed by either Stripe or Klarna, depending on your desired payment method. Both Stripe and Klarna are PCI certified payment processing platforms.

We use Secure Socket Layer (SSL) to encrypt and protect the data you send to us over the internet. When SSL is enabled you will normally see a padlock at the top of your browser, click on it to review our SSL certificate.

We capture the total amount when the order has been placed. If all items purchased are in stock, we will proceed with the packing and fulfil the order as soon as the shipment is ready. You will receive a confirmation email with all shipment details and tracking info after we have fulfilled the order.

If any items should be out of stock, we will refund you as soon as possible.

For all questions regarding payment problems, please contact your local bank or card issuer.

Returns and exchanges

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

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 sales@norwegianrain.com 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.

Once you have shipped the return back to us, it usually takes about 5-7 business days before the item is delivered to us, depending on the customs. We will process the return as quickly as possible after it has arrived. During busy periods (such as holidays), it may take longer time to process the returns.

If you have not received a return confirmation within 14 days from sending the return, please contact us at sales@norwegianrain.com

If you receive anything damaged, please contact us at sales@norwegianrain.com as soon as possible. Place the item back in the box to avoid any added damages. Please always refer to your order number in your communication with us, along with photos of the damage and a description of the claim.

If the product is considered defective, Norwegian Rain will provide a replacement item or make a full refund including shipping costs, when the return of the claim is received.

If the gift was bought from us online, you can return it within 14 days upon delivery. We require the name of the person that bought the gift and the order number. The item has to be in its original condition with all the tags still attached.

We charge EUR 40 to cover return shipment for refunds. If you exchange an item (size/colour/style) we will cover the shipping cost.

The refund is made using the same payment method used at purchase. If you choose to withdraw your purchase, Norwegian Rain will issue a refund of the amount including the shipping cost only if the shipment has not been sent. Furthermore we charge EUR 40 for return shipping for refunds.

Taxes and duties (only applicable for Germany, France and Norway)

We currently only refund duties and taxes for returns on orders shipped to Norway. We cannot refund duties and taxes for returns on orders shipped to other countries. You may be able to apply to your local customs authority for a refund for any returned products.

The refund will be issued after receiving the returned item and after it has been inspected for any signs of wear and tear.

It can take 5-7 business days for your return to be received and handled at our warehouse and up to 5 more days until the money arrives on your account depending on your chosen payment method.

Once we have processed the return, you will receive a return confirmation email. The refund is made using the same payment method used at purchase.

Once your return is processed, you will automatically receive an updated Pay Later balance from Klarna. If you paid via invoice, you will be contacted by Klarna to provide necessary information to process your refund shortly after the refund has been authorized. If you return your item(s) before you pay your Klarna invoice, please make sure to pause your statement either on your Klarna app or by contacting Klarna’s Customer Support. In this way, you don’t have to worry about reminders or late payment fees while you’re waiting for us to process the return.