FAQ

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FAQ

SHIPPING AND DELIVERY

 How do I place an order?

You select the products you desire and place these in the shopping basket. You then fill in your details for delivery and payment.

 How do I know that you have received my order?

You will receive a confirmation of your order by e-mail.

 I wish to cancel my order. How do I do this?

Get in touch with us at shop@northug.com as quickly as possible. Any order can be cancelled if the order hasn’t already been packed and despatched. If you wish to cancel after a package has been despatched then you must wait until you have received it, after which it can be returned. When returning an item please send an e-mail to shop@northug.com. For further information about returning items, see “RETURNS & EXCHANGES”.

 I have entered the wrong address. How can I change it?

 Get in touch with us at shop@northug.com so that we can help you sort it out. Please note that we can only make any changes before the item has been despatched. You will receive a text message from DHL after the package has been sent and you can easily change both delivery address and time of delivery through this message.

 Can I change the order?

Get in touch with us at shop@northug.com and quote your order number. We can make alterations right up until the point the item is packed and sent. Items can be changed and returned within 14 days of the item being received.

 Which countries do you deliver to?

We send items all over the world via DHL. However, there may be restrictions on certain countries and these destinations will not be able to be selected when you confirm your order.

 Where do you send items from?

All items are despatched from Norway. All ordes are sent by DHL.

 Must I have an account to order on the internet?

No, you don’t need to set up an account but we recommend that you do. This is so that you can follow your order and it also means that we can store information in order to process any future orders faster.

 What do I do if I have forgotten my password?

Go into My Account / Log in / Forgotten password?, a new password will be auto-generated and sent to your registered e-mail address. If a problem arises then get in touch with us at shop@northug.com so we can help you with providing a new password. This must be tested and correspond with the website

 When do I receive my items?

You will receive a confirmation by e-mail. Once the package is ready to be despatched then DHL will contact you with details concerning the delivery. Depending on where you live, the delivery will normally take 1-3 working days. You can track your delivery on DHL’s website.

 Can I collect items from a shop?

No, all orders placed on the internet are sent by DHL and delivered to the address you have stated. You can alter your address details on DHL’s website. You can obtain further information on this from DHL once they have collected the package from us.

 How do I receive an item?

All items sent by DHL require a signature on delivery. DHL normally operate between the hours of 9am-6pm. They will contact you shortly before delivery. If you wish, you can provide another delivery address when you confirm your order or through the information you receive from DHL once they have collected the item from us.

 How much do I pay for shipping?

We offer free shipping worldwide on all orders over 950 NOK/SEK or 95 EUR. Any orders below this amount will incur a charge of 75 NOK/SEK or 7.50 EUR.

 How much do I pay in taxes, fees or import duties?

Packages sent from northug.com are classified as DTP (Duties and Taxes Paid). No further charges will be incurred, neither before nor after the item has been delivered.

 When do I get my money back?

Once we have received a returned item, we will reimburse you using the same payment method as your order was placed originally. Please note that any eventual shipping costs will not be refunded. Depending on your bank, it will normally take 2-5 working days before the money appears in your account.

How do I track my order?

Once your order has been processed, you will receive a confirmation by e-mail giving delivery details and a tracking number. DHL will contact you shortly after this. You can track your order on the DHL website.

 

GENERAL

What is Petter Northug’s role in northug.com

Petter has an active role in the development and testing of its products.

 I’m an influencer, can I cooperate with you?

Send an e-mail to info@northug.com with a link to your platforms. We will then get in touch with you should we feel you match our brand and profile.

 Which type of payment method does Northug.com accept?

We accept credit cards from all regions. For certain countries or areas we also accept other payment methods such as PayPal, SWIFT and VIPPS. This is specified when checking out.

 Which currency is used?

We use the currency which is specified on the website for the region selected.

 When is the payment taken?

When you place an order with us, we request authorisation on the payment form provided and the amount will be temporarily reserved without your account being charged. Your account will be charged once the package has been despatched. Orders using PayPal are charged at the time the order is placed.

 Why has my debit/credit card been rejected?

If your order has been rejected when checking out then this may be due to the connection to your bank. Get in touch with your bank or card issuer for further information. If you have any further questions then don’t hesitate to get in touch with us at

shop@northug.com.

 How can I receive updates about Northug?

Follow us on social media or register on the website to receive our newsletters.

 How do I contact customer services?

Send an e-mail to shop@northug.com or call us on +47 400 57 040.