Copy of Shipping and Refund Policy

SHIPPING FAQ

"I ordered several items from you, but just received a package with only one of the items."

Sometimes, items are shipped separately from different facilities. Ready-to-ship products are mainly dispatched from our central warehouse, while 'Handcrafted' items are made to order and sent directly from one or more partner workshops responsible for their creation. This may result in multiple packages for a single order. We appreciate your patience. Please rest assured, the remaining items will be on their way to you 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 20 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 20 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, Refunds & Exchanges

We want you to be happy with your Norsegarde purchase. If you need to return or exchange an item, report a damaged product, or resolve a delivery issue, please review the information below.

Returns & Exchanges

You may request a return or exchange within 30 days of receiving your order. After 30 days, we are generally unable to offer a refund or exchange unless the item qualifies under our warranty or another policy described below.

How to Request a Return or Exchange

Email customercare@norsegarde.com.
Include your order number or proof of purchase and your intent to either return or exchange.
Wait for our customer service team to provide return instructions.
Ship your item according to the instructions provided.

Please do not ship an item back before contacting us. Returns sent without prior instructions or to an incorrect location may experience delays, additional costs, or loss of your return.

Do not send your return to the return address shown on the original shipping label. This address is typically used by the shipping carrier for undeliverable packages and may not be an authorized Norsegarde returns location. Please contact us for the correct return instructions before shipping your item.

Return Eligibility

Unless an item is defective or covered by our warranty, it must be:

Unused and unworn
In the same condition in which it was received
Returned with its original packaging

Return Shipping

Unless your return is due to an eligible defect, shipping error, or another issue for which Norsegarde accepts responsibility, return shipping costs are the responsibility of the customer.

We recommend using a trackable shipping service, particularly for higher-value items. Where appropriate, you may also wish to purchase shipping insurance.

Please keep your shipping receipt and tracking information until your return has been received and processed. Return transit times will vary depending on your location and selected shipping service.

Gifts & Special Occasions

Buying a gift and unsure about the recipient's size? Contact our customer service team before the occasion, and we may extend the standard size exchange period by several months.

If an exchange is needed after the gift has been given, simply reply to your existing email conversation with our team.

Holiday Gift Extension

For orders placed during November and December, the size exchange period is automatically extended until January 5. You do not need to contact us in advance for this extension.

Made-to-Order, Custom & Personalized Items

Because these items may be made or modified specifically for you, different return and exchange conditions may apply.

Exchanges of made-to-order handcrafted items may be subject to additional fees depending on the changes and work required.
For returns of custom-made handcrafted items, non-recoverable workshop costs related to customization, design, or modeling may be deducted from the refund.
Personalization and customization fees are non-refundable.

These fees or deductions do not apply when an item is determined to have an eligible manufacturing defect covered by our warranty.

Warranty & Damaged Items

If your product arrives faulty, defective, or damaged, please contact us within 30 days of delivery.

Please provide:

Your order number or proof of purchase
A brief description of the issue
Clear photos showing the damage or defect

Our team will assess the issue and determine the appropriate resolution, which may include a replacement, return, or refund.

We may request that a defective or damaged item be returned before issuing a replacement or refund. For an eligible claim requiring a return, we may provide a prepaid shipping label or reimbursement for approved return shipping costs.

60-Day Manufacturing Warranty

Our extended 60-day warranty covers eligible manufacturing defects in materials and workmanship, such as:

Defective soldering
Loose gemstone settings
Defective clasps or closures
Other craftsmanship-related manufacturing defects

The warranty does not cover normal wear and tear or damage caused by accidents, excessive bending of adjustable components, misuse, improper care, unintended use, exposure to damaging substances, or unauthorized alterations or modifications.

Dents, cracks, breaks, deformation, or similar damage caused after delivery by force or stress applied to components that are not designed to bend or flex are not considered manufacturing defects.

For complete coverage, exclusions, eligibility requirements, and claim procedures, please review our Full Warranty Policy.

Damaged Packaging

Damage to courier shipping boxes or complimentary packaging does not qualify as damage to the purchased product and is not eligible for a refund or replacement.

However, handcrafted axe and hammer boxes or cases that are purchased separately are considered purchased products and may qualify for a refund or replacement if they arrive damaged.

45-Day Delivery Guarantee

If your order has not arrived within 45 days of the shipment date, please email customercare@norsegarde.com with your order information or proof of purchase.

If your package is confirmed or reasonably determined to have been lost by the delivery service, we will offer either:

A full refund, or
A replacement shipment at no additional charge

What Is Considered a Delivery Delay?

A package is not considered lost under this guarantee when delivery is delayed because of:

Pending customs clearance or customs delay
Required action or authorization from the recipient
Temporary disruptions affecting local delivery services

90-Day Claim Deadline

Claims under the 45-Day Delivery Guarantee must be submitted within 90 days of the original shipment date because shipping carriers may retain tracking or delivery information for only a limited period.

Claims submitted after 90 days may no longer qualify for the guarantee if tracking information is no longer available or if the carrier marked the package as delivered and a significant amount of time has passed since the recorded delivery date.

Requests received after the 90-day period may still be reviewed at our discretion based on the circumstances of the claim and the tracking or delivery information available at the time of the request.

Incorrect Addresses & Returned Packages

Please make sure your shipping address is complete and accurate when placing your order.

Orders returned to the sender because of an incorrect or incomplete address, or because the recipient did not collect the package within the carrier's required timeframe, may be subject to additional shipping or processing fees.

If an order is delivered to the wrong address because incorrect address information was provided during checkout, we cannot guarantee a refund or replacement shipment.

Order Cancellations & Changes

Need to cancel or change an order? Please contact us as soon as possible after placing your order.

We process orders quickly, so there may be only a limited period during which changes can be made.

We will make every reasonable effort to accommodate your request. However, we cannot guarantee that an order can be cancelled or modified once it has entered fulfillment or a tracking number has been assigned.

Submitting a request does not mean the cancellation or change has been completed. Please wait for confirmation from our customer service team.

Contact & Return Information

Customer Care

Email: customercare@norsegarde.com

When contacting us, please include your order number or proof of purchase and a brief description of your request. For damaged or defective products, please also include clear photos of the issue.

Returns Address

Norsegarde
PO Box 247
Casselman PO
Ontario, Canada
K0A 1M0

Please contact us before shipping anything to this address.

Our customer service team will provide the appropriate return instructions. Do not send a return or exchange without first contacting us, as unauthorized returns may result in delays, additional costs, or difficulty processing your return.