Return & Refund Policy
NORDIC EXPAT SHOP delivers typical Scandinavian products worldwide. We pack all our products separately and professionally. We also keep in mind the best-before date of our products. Nonetheless, it could happen that products are being damaged, or that products expire, because your package was on its way for too long (more than 30 business days). In both cases it is possible that you can no longer use the products, resulting in the fact that you paid for something that hasn’t met your expectations. In both cases we would like to receive a couple of pictures of the damaged product or a picture of the best-before date of the product. After we receive the pictures, we will completely reimburse the damage you suffered, by retransferring the value of the product to your bank account, or – by mutual consent - provide you with store credit. If we have forgotten to deliver a product, we will also retransfer the value of that product to your bank account. Unfortunately, resending it is not possible, because we are all human (and people sometimes make mistakes).
In case we are unable to deliver a product, whatever the reason may be, we will also retransfer the value of the product in question to your bank account. But if, for example, you have included other products in your order, we choose to replace the undeliverable product with a product (of the same value), that we can deliver and that you ordered as well. This way, you still use the sending weight of your package that you paid for to the fullest, and your package will not be delayed. For example:
You have ordered 1 pack Haribo liquorice (kr 30 each) and 3 Toms chocolate bars (kr 15 each). If, in this case, we are unable to deliver 1 pack Haribo liquorice, we choose to deliver 2 extra Toms chocolate bars to you. In this case you make the most of the sending weight, your package will not be delayed and you are being compensated financially (1 pack Haribo liquorice is worth just as much as 2 Toms chocolate bars).
If you would rather not receive replacement products, but prefer your money back, then you can always indicate that with a message at the end of your order. If you indicate this, we will retransfer the value of the products that were undeliverable to your bank account.
Shipping costs for returning a shipment are paid by the customer. Regardless of the circumstances, the return shipping cost is the customer's responsibility. The customer must bear the direct costs in connection with the return of the package and any other costs associated with the return. You bear the risk of the item from the time of delivery of the item. If the return shipment is on the NORDIC EXPAT SHOP account, the return shipment cost amount will be deducted from the value of returned products. If the value of the shipping costs is higher than the value of the products, no refund will be offered.
If you ordered a product yourself, but it was not the product you wanted to order then it is only possible to be reimbursed if we receive the products undamaged. The shipping costs for the return are at your own expense.
However, there is no right of withdrawal when buying goods that can be assumed to be deteriorated or obsolete rapidly, including certain foods, refrigerated goods and others foods, as these products are exempt from the right of withdrawal in the Consumer Contracts Act. There is also no right of withdrawal for goods where the seal is broken or if the goods of health protection or hygienic reasons are not suitable for return.
If you refuse any shipments from NORDIC EXPAT SHOP or if the delivery is not successful after the final delivery attempt to the specified address, you will be responsible for the original shipping charges, any duties, taxes, and/or customs charges incurred, and the cost of returning the package back to us. This amount will be deducted from your refund.
Any packages denied entry by a country's governmental institutions such as Customs, Health, Food & Drugs Agency's eg., will be not returned to NORDIC EXPAT SHOP. Packages denied entry for any reason, will be destroyed. It is the customer's own responsibility to enquire with your local customs or tax office about the possibilities and which product can be imported and which not, before ordering with NORDIC EXPAT SHOP.
Packages that in the worst case scenario are not delivered at all, because they were lost will be reimbursed completely for all affected products.
If you receive a package that has visible signs of damage, it is important that you receive the package with reservations and object to the condition of the package. You can open the package while the shipping company's staff is present, to make them aware of the situation. If the content has been damaged, a compensation case must be made with the shipping company in question (typically PostNord, DHL or FedEx). The shipping company's staff can help you start the compensation case by giving you instructions what to do.
If the damage is not visible at acceptance of the package, you can still make a compensation case. However, make sure you contact the shipping company as soon as possible, as after a few days they will no longer refund. For PostNord, this period is 7 days, but check with the current shipping company to get the applicable rules. In any case, it is clearly advantageous to start the compensation case immediately the damage is discovered. They need prove to make a compensation case, so take photo's of the package (inside and outside) and take photo's of the damaged products. The more the better to proof your case. We will help you to make a compensation case, so write us asap.