FAQ
Shipping and delivery
Where do you ship? We ship worldwide with DHL and Norway Post.
How much does shipping cost? Shipping is free in Norway. Outside Norway, shipping is free on orders over 130 USD / 120 GBP / 130 EUR / 1200 NOK. Free shipping is added automatically at checkout once your order reaches that amount. Orders below it have a shipping fee of 40 USD / 37 GBP / 40 EUR / 400 NOK.
How long does delivery take? Normal delivery time is 10 to 15 days, depending on your country and city. In the weeks before Christmas, delivery can take 15 to 30 days.
What is the last order date before Christmas? Order by 18 December.
I can't track my parcel. What do I do? Contact your local post office, or email us at sales@norlender.no.
Taxes and customs
Will I pay import taxes or duties? Yes. International taxes and customs clearance are not included in the product price or the shipping fee, and are always paid by the buyer.
Who collects them? Depending on your country, they are charged either by Norlender or by DHL. When Norlender charges them, they are added in the final step of checkout and vary by country and state. When no taxes appear at checkout, DHL collects them before delivery.
Orders
Can I change my delivery address or email after ordering? Yes. Email sales@norlender.no as soon as possible, with your order number and the correct details.
Returns
Can I return my order? You can return most new, unused items within 30 days of delivery for a full refund. Items that can't be returned are marked on the product page.
How do I return an item? Contact us before you send anything back: call +47 56 19 20 00 or email sales@norlender.no.
Do you refund shipping costs? No. Shipping, handling and return fees are not refunded.
What if the item is faulty, wrongly described or not what I ordered? Call or email us. In these cases we cover the return shipping and refund the 40 USD shipping fee.
Damaged items and warranty
My parcel arrived damaged. What do I do? Call +47 56 19 20 00 or email sales@norlender.no with photos of the damaged package. Keep all packaging and paperwork until the case is settled.
Do your products have a warranty? Yes, 3 years from the date of purchase. The warranty covers defects in workmanship and materials, such as a torn seam or a broken zip.
What does the warranty not cover? Normal wear and tear: natural wear on materials and colours over time, accidents, moth holes, and damage from wrong use, storage, care or washing. Some pilling is normal and is easy to remove with a wool comb or fabric shaver.
How do I make a warranty claim? Email photos of the defect to sales@norlender.no, or call +47 56 19 20 00.
Sizing
Which size should I choose? See our size guide. It covers sizes XS to XXXL, with conversions for EU, UK and US/Canada sizes. Measurements vary slightly from model to model: some designs have a wider, relaxed fit, others a slimmer one. Think about how you like your knitwear to fit, loose for layering or closer to the body.
Still unsure? Email sales@norlender.no with your measurements and the product you are looking at.
Care and repair
How often should I wash my sweater? Rarely. Wool doesn't need frequent washing, and airing it out is often enough to freshen it up. Let it rest a day or two between wears so the fibres regain their shape.
Can I machine wash it? Yes, on a gentle wool cycle at a maximum of 30°C, with wool detergent. You can also hand wash in lukewarm water (about 30°C). Use the same temperature for washing and rinsing, since sudden changes in temperature can make wool shrink and felt. Always check the care label on your garment first.
Can I spin it, and how do I dry it? A short, gentle spin (maximum 400 rpm) is fine and removes most of the water. Never twist or wring the sweater. Lay it flat to dry on a towel, away from direct heat and sunlight. Do not tumble dry.
How do I remove pilling? Pilling is a natural process where fibres rub together, for example under the arms. Remove it gently with a wool comb or fabric shaver.
How should I store my sweater? Fold it instead of hanging it, to avoid stretching. Clean it before storing. In the warmer months, keep it in an airtight bag or box with a natural moth repellent like cedarwood or lavender.
I found moth damage. What should I do? Put the sweater in the freezer for a few days to kill any larvae, then wash it.
My sweater has a small hole. Can it be fixed? Small holes can often be repaired at home with a needle and thread, or by a professional mender.
Shops, sales and visits
Where can I buy Norlender near me? See our stockist page for shops that sell Norlender close to you.
Do you have sales? No, never, and we don't take part in Black Friday. Instead, our Archive page has older collections, samples and pieces with small flaws. Many are one of a kind, and they have the same return rights as our other products.
Can I visit the factory? Yes. Our factory shop in Hosanger on Osterøy is open Monday to Friday 9 to 15, and on weekends in the summer season and before Christmas. The shop sells unique pieces and archive items that are never sold online. We also welcome groups for guided tours: book by email or phone.
I own a shop and want to sell Norlender. Who do I contact? Email sales@norlender.no.
How do I contact you? Email sales@norlender.no or call +47 56 19 20 00.
