_Frequently asked questions OLD

Frequently asked questions


How do I make a purchase?

  • If you know what you are looking for, use the DUVETS, PILLOWS, TRAVEL DUVET SET and BED LINEN links on the top of the page, under the Norvegr logo. You can also shop by clicking on the various boxes that appear on our site. If you need help to decide on what duvet you should buy, please have a look at our DUVET GUIDE. We also have a PILLOW GUIDE, if you need help to shop for pillows.
  • Once you have found the item that you want, use the ADD TO CART button.
  • Review the items in your shopping bag by clicking on the cart link at the top right of the page, or YOUR ORDER under the Norvegr logo. No purchase is made until you proceed to checkout and have filled in your personal data and your credit card data. You can therefore add various products to the CART to compare prices and make up your choice. You can click the X beside each product to delete items from your cart. You can also update the number of each products that you want, by changing the number under QUANTITY.
  • Click on GO TO PAYMENT to complete your order.
  • Sould you have any questions at all before or during shopping at www.norvegr.com, please email us at info@norvegr.com or call us at +47 72 90 04 35 between 9 AM and 5 PM CET. We will be happy to assist you.

How do I know if an item is in stock?

Our eiderdown duvets are made from a limited supply of eiderdown from the Norwegian island of Svalbard. We will mark them clearly as sold out if they are. All our other down products and all of our bed linen are made according to orders. We will therefore never run out of these.

What payment methods does norvegr accept?

We accept VISA, American Express and MasterCard credit cards and online PayPal payments.

Is it safe to use my credit card online at norvegr?

To help ensure that your shopping experience is safe, simple and secure NORVEGR uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration. This will appear from the moment you proceed to checkout.

You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.

Our credit card provider is Paymill. They will securely handle your personal and financial information. Paymill has a PCI certification set by the Payment Card Industry Data Security Standard (PCI-DSS), which is a joint effort of brands like VISA, MasterCard and American Express. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

If you would prefer to place your order by telephone, simply call us at +47 72 90 04 35 between 9 AM and 5 PM CET. We will be happy to assist you.

Which countries does norvegr ship to?

NORVEGR ships to all countries that Norwegian law permits us to ship to.

What currency will I be charged in?

You will be charged in Euros (€).
If you are a customer whose credit card is not denominated in Euros, the final price will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction.

How much import duties, and/or VAT will I have to pay?

All products listed on norvegr.com include import duties and/or VAT worldwide.

How soon can I get my order?

Please allow three weeks lead time for our down products, as we make them to order in our factory. The lead time for bed linen is four weeks as this comes in from Italy. If you order down products and bed linen we will ship the items all together once the bed linen comes in our factory door.

What packaging will my order be shipped in?

Your items will be placed in a plain box with no NORVEGR signature or logo to reduce the risk of theft. Inside this box is our packaging with your products in it.

Is my package insured?

All items are insured against theft and accidental damage whilst in transit from NORVEGR to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

Do I need to sign for my order?

Due to the high value of the goods that we sell, we require proof of delivery for all orders. You will be asked to sign for your package when UPS arrives at your doorstep.

Can I add items to an existing order?

As long as we have not yet shipped your products, you can add items to your existing order. Please give us a call at +47 72 90 04 35 between 9 AM and 5 PM CET or email us at info@norvegr.com. We will be happy to assist you.

Can I track my order?

Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number.

How do I return or exchange an item?

If you need to return or exchange your purchase for any reason, please email us at info@norvegr.com. The item(s) must be shipped back to us, at your expense, in brand new condition within 30 days of your purchase, and then we will refund the money for your order. Returns that are used or damaged will not be accepted and may be sent back to the customer and a refund will be refused. 

Custom made or made-to-measure products cannot be returned, exhcanged or refunded.

Do you offer a repairs service?

YES, we do, for our down products. Should an accident occur, and you tear a hole in your duvets or pillows, spill something on them, drop a cigarette on them etc. do NOT throw the products away. We can replace the cotton casing for you. If the down needs to be cleaned, we can do that too. All repair procedures cost much less than to replace the products. Please email us at info@norvegr.com or call us at +47 72 90 04 35 Monday to Friday from 9 AM to 5 PM CET and we will find a solution for you.

Your down products can be restored into their original shape after seven to ten years, at a fraction of the cost of buying new ones. Down has fantastic abilities to regain its bounce and shape. The best qualities of down, like we use at Norvegr, will last for decades given the right maintenance. In our service department we will open the products up, steam clean the down and replace the cotton casings. The warranty for the duvets will then be extended for another ten years. Please have a look at our maintenance section and our restoration section for more information.

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order. Please note that NORVEGR may use your contact details to inform you of the latest arrivals as well as maintenance advice regarding your products. If you would prefer not to receive these updates, you can unsubscribe from this service. For further detail, read our Privacy Policy in full.

What are cookies? Should I be worried about them?

A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag and previous purchases. The cookies do not contain any personal information, and can not be used to identify you as a user of our website. They are designed to assist your shopping and are therefore nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items. You can read more about this is our Privacy & Cookies section.

Need more help?

Please give us a call at +47 72 90 04 35 Monday to Friday between 9 AM and 5 PM CET or email us at info@norvegr.com. We will be happy to assist you.