FAQ- Frequently Asked Questions

How do I know the delivery time of my package?
Before purchase: 
You can find the expected delivery time in your shopping cart when you fill in the shipping calculator. 

After purchase:
Once your package is packed and on it's way, you can follow it with Track & Trace. 

Where can I find my Track & Trace number?
As soon as your order has been processed and packed you will receive an e-mail with your Track & Trace number. 

Why did I not get any response to my e-mail? 
We ask for your patience. We will get back to you as soon as possible and all inquiries will be answered. Please wait for a reply before re-writing. Our system prioritises oldest e-mails. If you send a new e-mail without having received an answer, you automatically move your e-mail at the bottom of the queue. 

About Shipments:
It may take a little longer for us to return to you if there are others to be contacted (eg. the shipping company if we need any clarification). We cannot answer until we hear back from the shipping company. You will therefore experience longer response times.

When will my package be sent?
A
s soon as your payment has been confirmed by NORDIC EXPAT SHOP, your order will be processed. Before a package is shipped, you must take into account a maximum of three (3) business days processing time per order. This is because we pride ourselves in taking exceptional care of your products by using high quality and extremely durable packaging materials. That way, you do not have to worry about your products getting damaged before they reach you. We strive to have your order ready for shipment and delivered to Postnord (DPD), FedEx or DHL within three (3) business days. If, due to outside circumstances, we are unable to ship your package within three (3) business days, we will contact you by email.

For more information about our shipping policies please read our Shipping Information

My package has been sent but has not arrived! What to do?
If the stated delivery time is exceeded, then it may be time to start a search for your package. However there may be a delay with the shipping company or with customs. In such a case, 1-3 days of extra delivery time may be added. 

1) Find out where your package is by using Track & Trace. All orders with NORDIC EXPAT SHOP have a tracking number.

2) If your package is no where to be found with provided tracking number please contact our customer service. It is very important that you contact us within 4-7 days after the stated delivery time. If it goes too long the search can be denied by the shipping company. The law also stipulates that attention must be paid to errors and deficiencies in considerable time by all parties.

I have ordered but typed in the wrong address, what to do?
The package has not been shipped yet:
You can change your address via your account. If you do not have an account, contact customer service as soon as possible.

The package has already been shipped:
If the package is sent with an address error, it will often come back to us. This can unfortunately take up to 14 days. It could be that the shipping company tries to contact you by phone or e-mail once they discover the address error. If not and we receive your package back at NORDIC EXPAT SHOP, we will contact you again.
 

My items have been badly damaged/broken and are not useable, what to do?
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 make the compensation case. 

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.