do you ship to my country?
what is the shipping charge and delivery?
can I track my order?
can I have the danish vat refunded?
can I pay for my order bank transfer?
will I be charges customs or import duties in my home country?
I have to return something, what do I do?
lost your return form?
the product I received was damaged or incorrect, what do I do?
all other questions:
please contact us at firstname.lastname@example.org
· do you ship to my country?
Yes, we ship our products to all parts of the world. We ship with UPS for standard orders, and use a dedicated shipping company for large orders and sofas etc.
· what is the shipping charge and delivery?
All orders are shipped from our warehouse in Denmark. Please note that local customs and VAT will be charged when shipping outside the EU.
· can I track my order?
Yes, you will receive an e-mail from UPS with a tracking number once they have picked up the order from our warehouse.
· can I have the danish vat refunded?
If you order for shipment outside of EU, the Danish VAT(25%) is automatically deducted in the shopping basket. Please note that local VAT and customs duties will apply upon receiving your package. Company order within the EU: If you have a valid VAT number, we can reimburse the Danish VAT(25%). Please pay the full amount upon checkout, and reply to the e-mail with the order confirmation, and send us your company VAT number. The amount for the VAT will be refunded to the credit card you paid with.
· can I pay for my order bank transfer?
Yes, please send us an e-mail with the items you wish to buy, and we will send you an order confirmation with our bank information. E-mail us at email@example.com
· will I be charges customs or import duties in my home country?
Maybe. If your delivery country charges customs or import duties – these will be charged once the package reaches the destination country. You will have to pay these charges. This also applies to the purchase of gifts or other purchases made on behalf of another recipient. Unfortunately, we have no control over the charges and cannot inform you what they will be. Customs policies vary widely from country to country – so if you have any questions regarding this, please contact your local customs office for further information.
· I have to return something, what do I do?
All you have to do is notify us by e-mail or with the return form within 14 days of receiving the item. Send the items back within 14 days of notifying us. Please fill out the return form that came with the products.
The return shipment is not prepaid. You have to pay for return shipping yourself. We will give a full refund for the items you bought, including the initial shipping charge.
Please read our terms & conditions for details and exceptions.
The return address is:
· lost your return form?
Please send us some pictures of the damaged goods and the packaging if relevant. We will replace any damaged products free of charge. Just send your pictures and a description of what the problem with the product is to: firstname.lastname@example.org. You are entitled to give notice of defects for a period of 24 months.
· the product I received was damaged or incorrect, what do I do?
Yes, if the order has not yet been sent from our warehouse. Normally orders are sent 1-2 business days after you place the order. Contact us and we will help you.
If your order has been shipped from our warehouse you can not cancel your order. The order will be shipped to you, and you will have to handle it as normal return. Please see details in our return policy. Please note that special terms apply for made to order items. Read our return policy for more information.
No credit card fees are charged by us. Please note that it is not possible for us to charge a higher amount than the one approved by you.
Payment is processed via Altapay through a Nets approved and PCI-certified payment solution. Altapay uses SSL-encryption in the communication with Nets. SSL is short for Secure Socket Layer and is a security protocol that ensures that data is encrypted in the communication between the customer, the Normann Copenhagen online shop and Altapay. It is therefore not possible for third parties to intercept any credit card information. Furthermore, Altapay is fully PCI certified. The purpose of the PCI standard is to have a common, international standard that defines a range of demands for storing, transmission and handling of credit card data – and how it should be ensured that the requirements are complied with.
vat, customs and import duties
If your delivery country charges customs or import duties – these will be charged once the package reaches the destination country. You will have to pay these charges. This also applies to the purchase of gifts or other purchases made on behalf of another recipient.
Unfortunately, we have no control over customs and import charges and we cannot inform you how much they will be before you order. Customs policies vary widely from country to country. Please contact your local customs office for further information.
If you order for shipment outside of EU, the Danish VAT(25%) is automatically deducted in the shopping basket. Please note that local VAT and customs duties will apply upon receiving your package.
If you lost the return form, you can download the return form here: www.normann-copenhagen.com/returnform
company order within the eu
If you have a valid VAT number, we can reimburse the Danish VAT(25%). Please pay the full amount upon checkout, and reply to the e-mail with the order confirmation, and send us your company VAT number. The amount for the VAT will be refunded to the credit card you paid with.
You may change your mind within 14 days of receiving your items. You have to notify us before the 14 days if you want to return your order. Please contact us at email@example.com if you want to return a product or use the return form:
After you have received the items you ordered, you may carefully examine and try the items within the period of 14 days, but only in a manner as you would if you examined the products in our store or any other offline reseller. If the items or packing have been used in excess of what is normal in order to examine them, you will be held liable for the decrease in value of the items the use has caused.
When we have received the items, we will notify you if there is any loss of value of the product and if your refund will be lower than the price paid.
If we accept your return order as valid and the product can be re-sold as new, we will give you a full refund of the purchase price, including the original shipping charges for the items that you return to us. But we do not cover the return shipping cost. The refund will be paid back to the credit card (or method of payment) used to pay for the order within 14 days of receiving the notification of your wish to return the order. However the refund will not be paid before we have received the items at our warehouse.
Some products cannot be returned. Products including food, for example our series of Tea, can not be returned.
The shipping costs for returning an order are not covered by us, and must be paid by you, and must also be arranged by yourself. For larger orders we can arrange for the return, but the shipping charge is still to be paid by you, and is still your responsibility.
The items you want to return are your responsibility until they reach our warehouse. Damage done while returning / shipping the product to our warehouse is your responsibility. Please make sure you pack the return safely to prevent any damage to the products or boxes, as this will affect the value of the product, and thus our possibility to resell the item. Make sure the product’s original packaging is intact. Please keep receipts and tracking numbers as proof of sending the items back.
Please fill out the return form that came with your order. Send it along with the items you wish to return.
return in our store
You are welcome to return items bought online to our Flagship Store in Copenhagen. Regulations are the same as stated above.
Normally you will get your refund directly in the store, however we reserve the right to have a period of 14 days to examine the product and set the value for the return payment.
Your order is delivered to street level only, and will not be carried inside at your destination address.
how to return an item
1. Notify by email on firstname.lastname@example.org within 14 days after receiving your order that you want to return something.
2. Send your items and the original packaging back to us within 14 days from your notification
3. Fill out the return form, and send it along with the items you want to return
4. The return shipment cost must be paid by you, and is not covered by Normann Copenhagen ApS
5. You will receive your refund within 14 days after we receive the notification or the model withdrawal form. However the refund will not be paid before we have received the items at our warehouse or we have received documentation proving the items have been shipped.
6. If the items are not received in their original packaging and in the same condition as you received it a deduction can be made in your refund similar to the decrease of the value of the items
We ship worldwide. The shipping charge depends on your delivery country and your purchase amount. Find your delivery zone below and see the shipping charges – as well as how much you need to order for to qualify for free shipping.
If your items are in stock your order is normally shipped from our warehouse within 1-2 business days form receiving your order. Most of our shipments are handled by UPS.
When your order is packed and on its way, you will receive an e-mail from UPS with a tracking number and an estimated date of the delivery. Sofas, large furniture and larger orders: We ship your order with special carrier, depending on the country of delivery. You will be contacted directly by email after you placed the order with more information about delivery time and dates. Please see below for es- timated delivery times.
All normal orders are shipped with UPS. You will receive an e-mail with shipping information when your package is on the way.
Sofas, Large or bulky furniture and large quantity orders are shipped with a special carrier depending on the destination. You will be contacted directly regarding the delivery time, as it varies depending on the country.
Please note that the listed duration is only an estimated delivery time. Please allow 1-2 business days for packing. You will receive an e-mail from the shipping company with a tracking number and a more specific delivery date. Overseas, large orders are sent by ship and delivery time is 4-8 weeks. Your order is delivered to street level only, and will not be carried inside at your destination address