Shipping and Refund Policy
SHIPPING FAQ
"I ordered several items from you, but just received a package with only one of the items."
Items are sometimes packaged and shipped separately to reduce the packaging and processing times. Shipment of the items is handled by several global fulfilment facilities or workshops, sometimes resulting in multiple packages sent. We appreciate your patience and do not worry, you shall receive the rest of your order shortly.
"I completed my order, but I did not get a confirmation email (or a tracking number for my order)."
Please check your spam folder in case the email ended up there. You should receive the confirmation email shortly after your purchase, and a second follow-up email when your items are shipped. A the package tracking number will be available on your order page once your order is shipped.
"I have ordered a Handcrafted item several days ago. When is it going to be shipped?"
Most of our Handcrafted jewelry normally takes between 5 to 10 days to complete per order by our workshop. Complex jewelry pieces may take longer to complete than others - please see average completion times listed on each Handcrafted product page. Completion of Handcrafted jewelry during the busy holiday season may take up to an additional week in addition to the advertised timeframe.
"I have contacted you previously, but I have not received a response."
We typically respond to all inquiries within 24 hours, with multiple checks throughout the day. Response times may be slightly longer on weekends or holidays. If you don't receive a response, please check your spam or promotions folder, as the email may have been filtered there. Additionally, ensure that your email address was entered correctly in our contact form and is capable of receiving emails. If necessary, resend your message, as incorrect email addresses or full mailboxes are a common reason for undelivered responses.
If you have any questions or concerns, please feel free to contact us at customercare@norsegarde.com!
Shipping Information
We provide FREE shipping worldwide! You can find in the table below the average shipping times to the most popular destinations. Please allow 1-5 business days for shipping of ready stock, or 5-10 business days for shipping of made to order items. Please be advised that the average shipping times may be longer during holidays or seasonal celebrations to some of the destination countries.
Please note that our delivery times on any Handcrafted items may take longer than normal. With the ongoing military conflict in Ukraine, shipping times on Ukrainian-made items are extended, however we guarantee their arrival or your money back. Tap or Click Here to See Delivery Information for Handcrafted Products
| Country | Average Shipping Times |
| USA | 10 - 20 Days (Delivery times vary between states) |
| Canada | 10 - 20 Days (Delivery times vary between provinces) |
| United Kingdoms | 8-14 Days |
| Netherlands | 10-15 Days |
| Germany | 10-15 Days |
| Australia | 10-20 Days |
| France | 10-15 Days |
| ATTENTION! | Shipping Times DO NOT Include Production Times on any Made per Order Items |
Most orders will arrive between 10 to 30 days for North America and Europe or up to 45 days for the rest of the world. Once the order is shipped out from the facility, you can track its status through the "View Your Order" link in the confirmation email for your purchase. Please allow 10 to 30 days for proper packaging and free shipment of your order for North America and Europe or up to 45 days for the rest of the world. Most of the times you will receive your order earlier than expected.
If you ordered several items from us, it is possible that you will receive them in separate packages. Mainly, we ship most orders out of our warehouse or directly out of the workshop. This way, we expedite the shipping process of your order so that you can enjoy your purchase sooner.
Most packages will be arriving via your local postal service. Your order will be shipped to your country using the most efficient locally available air transportation courier determined by each initial shipment location. Once your package is within your country, it will be passed through customs and handed off to your local postal service for end point delivery.
We assure you of the delivery of our items. If you do not obtain your order, check the tracking status of the parcel. Very rarely items take longer times due to shipping complications. If you do not receive your order within 45 days of shipment, we will process a full refund for you or reship the item to you with no additional charge.
Please note that in some regions or countries it will be your responsibility to pay for your area customs duties if required.
If you have any questions or concerns, please do not hesitate to contact us at customercare@norsegarde.com.
Returns and Refunds
Our return policy lasts for 30 days after you receive your item. If 30 days have gone by since the item arrival, unfortunately we can’t offer you a refund or product exchange.
Policy Extension for Gifts and Special Occasions: If you're buying with the intention of gifting and you're unsure about the size, feel free to reach out to our customer service. We're happy to extend the timeframe for sizing exchange requests on your item by up to several months. If an exchange is needed after the occasion, just respond to the email chain with your request. Please be aware that for orders made in November/December holiday season, the exchange timeframe is automatically extended until January 5th with no need to contact us prior.
Order Cancellations & Alterations: Please contact us as soon as possible if your order needs to be cancelled or altered. We strive to process your orders as quickly as possible to ensure timely delivery. While we always check for order cancellations or alterations prior to fulfilling your order, we cannot guarantee a cancellation or alteration of your order once a tracking number has been assigned by our fulfilment service.
Warranty: If your received product is faulty or damaged, please provide us with a description of the issue that you are experiencing with the item and provide a photo of the item for expedient return or refund resolution. If you have received a faulty or damaged item, please contact us no later than 30 days after receipt of your purchase. We reserve the right to request the return of damaged merchandise prior to product replacement or refund. A pre-paid shipping label or a reimbursement solution will be supplied for return of the damaged goods at no expense to the customer.
45 Day Guarantee: If you do not receive your order within 45 days of shipment, please email us at customercare@norsegarde.com with your receipt or proof of purchase, and we will process a full refund for you or reship the item to you with no additional charge if your package was lost by the delivery service. Packages delayed due to pending customs clearance authorization by recipient or temporary local delivery disruptions are not considered lost.
Due to temporary storage of tracking data by postal carriers, the customer must request a refund or reshipment within 90 days from shipping date. If contact is not made within 90 days, the customer releases Norsegarde from the 45 days guarantee policy. If contact is made past 90 days, Norsegarde reserves the right to to provide or refuse refund or reshipment based on circumstances of the request and availability of tracking data.
Returns & Exchanges: To complete your return or exchange, we require a receipt or proof of purchase. Please email us at customercare@norsegarde.com with your receipt or proof of purchase for further steps for completing your return or exchange.
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it in. It must also be in the original packaging. Please contact us and we will provide you further instructions to receive your refund or complete an exchange. Do not send your purchase back to the sender or the warehouse.
Orders that are returned to sender due to incorrect address or failure to pick up on time may be subject to extra processing fees. If an order is delivered to the wrong address due to an incorrect address provided during checkout, a refund or reshipment may be provided based on our discretion.
Exchanges on made to order handcrafted items may be subject to extra fees depending on exchange request. Returns on custom-made handcrafted items may exclude workshop customization & modeling costs. Personalization and customization fees are always non-refundable. Deficient items will not be subject to exchange extra fees or workshop returns or refund penalties.
You will be responsible for paying for your own shipping costs for returning your item.
Depending on where you live, the time it may take for your returning product to reach us may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Our Email Address:
customercare@norsegarde.com
Our Returns Address:
Norsegarde
PO Box 247
Casselman PO
Ontario, Canada
K0A 1M0
Please contact us for additional instructions prior to shipping back your return or exchange item(s)