Frequently Asked Questions
SHIPPING & DELIVERY
How much is the shipping cost?
SWEDEN: Flat rate shipping is 59 SEK for purchases under 1 000 SEK. If the purchase is over 1 000 SEK we offer you free shipping.
EUROPE: Flat rate shipping is 8 EUR for purchases under 100 EUR. If the purchase is over 100 EUR we offer you free shipping.
How long is the delivery time for essential items?
SWEDEN: The parcel will arrive within approximately 1-2 business days.
EUROPE: The parcel will arrive within approximately 2-5 business days, depending on the country of destination.
How long is the delivery time for wedding items?
SWEDEN: Wedding items will be delivered within 6 weeks.
EUROPE: Wedding items will be delivered within 6-7 weeks.
Which countries do you ship to?
We ship to Sweden and every country within EU.
Can I choose an alternative shipping address at checkout?
Yes. During the checkout you can specify an alternative address, e.g. your office address as the selected shipping address.
How can I track my parcel?
SWEDEN: Our parcels are trackable all the way from us to you. Once your order leave our warehouse, you will receive a tracking number via SMS or Email which you can use to track your order on PostNord’s website: https://tracking.postnord.com/. If you do not receive an SMS or Email, please contact us at email@example.com to get your parcel ID number in order to track it.
EUROPE: At this time our logistic partner, PostNord, don’t provide you with the tracking ID since the parcel is leaving Sweden. If you’d like to have the tracking number please contact us at firstname.lastname@example.org and we’ll provide you with the tracking number so you can track the parcel in your country.
ORDER & PAYMENTS
Can I place an order from my country?
We approve purchases from Sweden and every country within the EU.
Which payment methods do you accept?
We accept credit or debit card payments via Visa, MasterCard and American Express in all countries. In some countries we offer invoice payments, direct debit and direct bank transfer options through our payment provider Klarna. These countries are: Sweden, Germany, Finland, Austria and Netherlands.
Can I pay with invoice, part payments or with online banking?
In Sweden, Germany, Finland, Austria and Netherlands we offer invoice payments, direct debit and direct bank transfer options through our payment provider Klarna.
What currencies do you support?
Prices on the site are selectable in the currencies SEK and EURO. You are billed in the currency that you have selected at the time of purchase.
What happens if the purchase confirmation did not reach me?
The purchase is complete once you have receive a purchase confirmation from us. In case you have not received an e-mail from us after your purchase was placed, please contact us at email@example.com.
Why was my order cancelled?
This could be caused by various reasons, please don’t hesitate to contact us at firstname.lastname@example.org for assistance. From our experience, it’s crucial that your billing address matches the registered address of your banking card. In case you’ve received a new card it may be locked for Internet purchases. We then suggest you to contact your bank to unlock the purchase limit for online purchases on your card.
Are your payment options secure?
We ensure a secure shopping experience on our webshop. All of our payment providers (PayPal, Stripe and Payson) are are well-known solutions using the latest security technology. We don’t store any credit card information while all information entered is encrypted using SSL encryption preventing unauthorised access to card details. You know that SSL is enabled when you see a padlock at the top of your browser. You can even click on it to find out more information about the SSL digital certificate registration..
I want to purchase an item that is out of stock, what can I do?
While we’re working on a restock, we recommend you to sign up to the waitlist of the item you’d like to purchase. You will get an email from us as soon as the item is back in stock. You can find the waitlist button on every item that is out of stock.
What is pre-order and why is this an option?
At Norrfolks you can buy certain designs by pre-ordering them. This means that you can reserve your item by paying in advance, while we start the production with our supplier in Spain. The main reason why we have this option is to avoid excessive stock of gold and encourage a more sustainable consumption approach: buy on demand. Delivery times can vary but take approx. six weeks. Our 30 days return and exchange policy applies to all pre-ordered items.
RETURN & EXCHANGES
Do you offer free returns?
At the moment, we offer free returns within Sweden.
Within how many days can I make a return or exchange?
We give you the right to return or exchange your items within 30 days from the date you received the item. In order for us to accept a return your item must be unused, undamaged and placed in the original packaging.
How can I return or exchange?
SWEDEN: For customers within Sweden, we offer free returns by sending you a return shipping label. To register the return, send us an Email to email@example.com with your order number and the item you wish to return or exchange. We’ll then provide you with further instructions.
You can read more detailed about the return process steps on our Terms and Conditions page under section 19.1.
EUROPE: All European customers can return or exchange by sending us back your item at your own expense. If you exchange an item, we’ll send you the replacement without additional shipping costs for you. To register the return, send us an Email to firstname.lastname@example.org with your order number and the item you wish to return or exchange. We’ll then provide you with further instructions.
Do I have to pay for shipping when I return or exchange an item?
For Swedish customer we offer free returns or exchanges. European customers also have the option to return or exchange items, but have to cover the shipping costs back to us. In case of an exchange, we will send you the replacement without additional shipping costs to you.
SIZING & JEWELRY CARE
How can I know my ring size?
We recommend you to buy our ring sizer for the most accurate result. The cost of the ring sizer will be deducted from your purchase once you place an order and use the code provided with the ring sizer.
Buy the ring sizer here.
How do I take care of my jewelry?
Even though our jewelry is made for everyday wear of durable 14k solid gold it is important that you take gently care of it. We advise you to remove your jewelry from household work, gardening, weight training or similar activities. Mechanical pressure can deform rings or loosen stones. Please avoid chemicals or liquids that may react with gold or stones.
Read more in our Care Guide here.
MARKETING & RETAIL
How can I stay up to date with Norrfolks?
We recommend you to sign up to our Newsletter. You’ll get early access on new arrivals and styling tips. We’re also on Instagram @norrfolks.
Do you have any retailers or stores?
We don’t have any retailers or stores, instead we sell to you directly through our online store. This is a part of our business model and by cutting out retailers we are able to offer you high quality to an affordable price.
Do you offer any discounts or promotions?
We’re already offering you the highest quality at a friendly price. By cutting out the middlemen and selling directly to you through our online store, we pass the savings onto you. We occasionally offer discounts to our newsletter subscribers, make sure to sign up if you like to be included. Promotion codes are limited to one time per customer and cannot be combined with other offers, if not otherwise explicitly stated. Promotion codes and offers are only valid within the explicitly set time, as far as we have stock and are not applicable to previously placed orders.
Do you offer gift wrapping?
Yes, you can buy our signature gift bag here.
Can I buy a gift card from you?
Yes, we’re offering physical gift cards and you can choose between different values.
Can you write a personal message for me?
Yes of course. If you want us to write a personal message with your gift you can tell us what you want us to write in the message box during checkout.