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 most 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 Handcrafted items are made per order, and their delivery may take longer than normal. 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 are delivered within approximately 10-20 days in North America and Europe and up to 45 days for the rest of the world, although many orders arrive sooner.
Once your order has shipped, you can track its progress through the "View Your Order" link in your confirmation email.
If you ordered multiple items, they may be shipped separately from our warehouse or directly from our workshops to help expedite delivery.
International shipments are typically transferred to a local postal service or delivery carrier after entering the destination country and completing customs processing. Customers are responsible for any applicable customs duties, import taxes, or local fees.
If your order has not arrived within 45 days of shipment, please check your tracking information and contact us. If your package qualifies as lost under our 45-Day Delivery Guarantee, we will offer a full refund or replacement shipment at no additional charge.
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.
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.
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.
Military & Correctional Facility Addresses
Military Addresses
We ship to military addresses, including APO, FPO, and other military postal addresses where service is available. Delivery times may vary depending on the destination and military postal system.
Prisons & Correctional Facilities
We do not recommend shipping orders directly to prisons, penitentiaries, correctional facilities, or other secure institutions. These facilities may impose restrictions on jewelry, metal items, chains, packaging, or other contents, and packages may be refused, returned to sender, held, or confiscated by the facility.
Customers are responsible for confirming that the items ordered are permitted by the receiving facility before placing an order. Orders shipped directly to correctional or similar secure facilities are sent at the customer's risk, and we cannot guarantee acceptance or successful delivery where a package is rejected, withheld, or confiscated due to the facility's rules or security procedures.
Whenever possible, we recommend shipping the order to an alternative residential or other permitted address instead.
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, tarnish on oxidizing metals, 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 protective parcel exterior 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 jewelry boxes 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.
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.