Frequently Asked Questions - Norvegr Down Duvets, Pillows & Bed Linen
Before you contact us directly, you may want to check the information below to see if it answers your query:
How do I make a purchase?
- If you know what you are looking for, use the Duvets, Pillows, Travel Duvet Set and Bed Linen links under the 'products' section of our menu. You can also shop by clicking on the various images that appear on our site.
- Alternatively, if you need help deciding what to buy, please have a look at our Duvet Guide, our Pillow Guide or our Bed Linen Guide.
- Once you have found an item that you would like to buy, click the Add to Cart button.
- Review your selected items by clicking the Cart link at the top right of the page, or Your Order under the Norvegr logo. No purchase is made until you proceed to checkout and fill in your personal data and payment information. You can add various products to the Cart to compare prices, or delete an item by clicking the X beside it. You can also update the number of products you want by amending the figure under Quantity.
- Click Go To Payment to complete your order.
- Should you have any questions before or during shopping at norvegr.com, please email us at email@example.com or call us at +47 72 90 04 35 between 9 AM and 5 PM CET. We will be happy to assist you.
How do I know if an item is in stock?
Our eiderdown duvets are made from a limited supply of eiderdown from the Norwegian island of Svalbard – if they are sold out, this will be marked clearly on our website. However, as all our other down products and bed linen are made to order, they are always available.
What payment methods can I use?
We accept VISA, American Express, MasterCard and PayPal.
Is it safe to use my credit card online at Norvegr?
To help ensure that your shopping experience is safe, simple and secure, Norvegr uses Secure Socket Layer (SSL) technology, which encrypts and protects your data. If SSL is enabled, a padlock icon will be visible at the top of your browser from the moment you proceed to checkout – click it to find out more information about the SSL digital certificate registration.
Additionally, when using our website the URL field at the top of the browser will begin with ‘https’ rather than ‘http’ – this means that you are browsing in ‘secure’ mode
Our credit card provider is Paymill, which will securely handle your personal and financial information. Paymill has a PCI certification set by the Payment Card Industry Data Security Standard (PCI-DSS) – a joint effort of brands like VISA, MasterCard and American Express. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
If you would prefer to place your order by telephone, simply call us at +47 72 90 04 35 between 9 AM and 5 PM CET. We will be happy to assist you.
Which countries does Norvegr ship to?
We ship to all countries that Norwegian law permits us to ship to.
What currency will I be charged in?
You will be charged in Euros (€).
If your debit/credit card is not denominated in Euros, the final price will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction.
How much import duties, and/or VAT will I have to pay?
All products listed on norvegr.com include import duties and/or VAT worldwide.
How soon will I receive my order?
Please allow three weeks’ lead time for our down products, as we make them to order in our factory. The lead time for bed linen is four weeks as we order it from Italy. If you purchase both down products and bed linen, then we will ship the items all together once the bed linen arrives at our factory door.
How will my order be shipped?
Your items will be placed in a plain box without any kind of Norvegr signature or logo, so as to reduce the risk of theft. Inside this box is our packaging with your product/s in it.
Is my package insured?
All items are insured against theft and accidental damage whilst in transit from Norvegr to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by our insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery or make a note when signing for it that you are accepting a damaged box.
Do I need to sign for my order?
Due to the high value of the goods that we sell, we do require proof of delivery for all orders. You will be asked to sign for your package when UPS arrives at your doorstep.
Can I add items to an existing order?
As long as we have not yet shipped your products, you can still add items to your existing order. Please give us a call at +47 72 90 04 35 between 9 AM and 5 PM CET or email us at firstname.lastname@example.org. We will be happy to assist you.
Can I track my order?
Once your order has been shipped, you will receive an email confirmation of your shipping details along with a tracking number.
How do I return or exchange an item?
If you need to return or exchange your purchase for any reason, please email us at email@example.com. The item(s) must be shipped back to us – at your expense – in brand new condition within 30 days of your purchase before we refund the payment for your order.
Returns that are used or damaged will not be accepted and may be sent back to the customer, and a refund refused. Custom-made or made-to-measure products cannot be returned, exchanged or refunded.
Do you offer a repairs service?
Yes, for our down products. Should an accident occur (e.g. you tear a hole in your duvets or pillows, spill something on them, drop a cigarette on them etc.), do NOT throw the products away. We can replace the cotton casing for you. Alternatively, if the down needs to be cleaned, we can do that too. All repair procedures are much more cost-effective than purchasing new products. Please email us at firstname.lastname@example.org or call us at +47 72 90 04 35 Monday to Friday from 9 AM to 5 PM CET and we will find a solution for you.
Additionally, our down products can be restored by us. We recommend restoring your duvet every ten years and your pillow every five year. We will restore both duvets and pillows for you at just a fraction of the cost of replacing the respective products. Down has the ability to regain its shape like no other material, meaning Norvegr products can last for decades if cared for properly. Our service department will open them, steam clean and dry the contents, replace the cotton casings and add new down if needed. Afterwards, they will be as good as new – and we will also extend the duvet warranty for another 10 years.
Is my personal information kept private?
Please be assured that your personal information is kept 100% confidential and at no risk of being rented or sold to a third party. When processing your order online we require your billing address, shipping address, telephone number, debit/credit card number, expiration date and security code (if applicable). If necessary, these details may be shared with a credit reference agency to verify your order.
What are cookies? Should I be worried about them?
Need more help?
Please give us a call at +47 72 90 04 35 Monday to Friday between 9am and 5pm CET or email us at email@example.com. We will be happy to assist you.