Online shopping

FAQ

 

GENERAL INFORMATION

Do you have a retail store?

We have our own Flagship Store in Copenhagen on Østerbrogade 70, 2100 Copenhagen Ø, Denmark. Furthermore, our products are sold through retailers all over the world. If you want to see the product in “real life” contact us in order to find a shop near you. You can reach us at niels@normann-copenhagen.com


I haven’t received your newsletter?

If you have subscribed to our newsletter, but haven’t received any newsletter, you are definitely missing out on interesting news!

It is probably because your email software is treating mails from us as spam mails and therefore sending them to your spam folder! To solve this problem, please add shop@normann-copenhagen.com to your email address book and you should be able to receive our newsletter.

If this doesn’t solve the problem, maybe you have typed a wrong email when you signed up with us. Try to sign up again – and if you still don’t receive it - please contact customer service.

 

 

PAYMENT

Which currencies are accepted in the shop?

Products can be purchased in DKK, EUR, GBP and USD.
All prices are including Danish VAT.

How can I pay?

We accept VISA, VISA Electron, Mastercard, Maestro, China UnionPay and JCB.
No credit card fees are charged by us.

When will my credit card be charged?

Your credit card will not be charged until the package has left our warehouse.
It is not possible to charge a higher amount than the one approved by you.

How much is the freight charge?

We ship all over the world, and the freight charge depends on your delivery address and your purchase amount. Find your delivery zone below and see the freight charges - as well as your freight free limit.

Denmark

Freight Charges: DKK 75 / EUR 10 / USD 13  / GBP 9

Free delivery over DKK 1.000 / EUR 135 / USD 175 / GBP 115

Europe - Member of EU

Freight Charges: DKK 110 / EUR 15 / USD 20 / GBP 13

Free delivery over DKK 1.000 / EUR 135 / USD 175 / GBP 115

Europe - Other Countries

Freight Charges:  DKK 150 / EUR 20 / USD 26 / GBP 17

Free delivery over DKK 1.000 / EUR 135 / USD 175 / GBP 115

Australia + New Zealand

Freight Charges: DKK 225 / EUR 30 / USD 40 / GBP 25

Large orders and bulky items: DKK 500 / EUR 70 / USD 90 / GBP 58

(Large orders = over USD 900. Bulky items are Sofas, Bookcases, Large Tables etc.)

Rest of the World

Freight Charges: DKK 225 / EUR 30 / USD 40 / GBP 25

Free delivery over DKK 1.500 – EUR 200 – USD 265 – GBP 170

Will I be charged customs or import duties in my home country?

If your delivery country charges customs or import duties - these will be charges once the package reaches the destination country. You will have to pay these charges. 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.

 

 

YOUR ORDER

Can I change or cancel my order?

It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you.

It is not possible to change your order once it has been submitted. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method. 

If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded.

Why haven’t I received my order or shipping confirmation email?

If you haven’t received your shipping confirmation, it is likely your order hasn’t been shipped yet. Orders are normally sent within three working days after receipt of your order, but delays can occur. It is also possible that your order was shipped and the notification wasn’t send due to a technical error. If it has been more than 5 days since you placed your order, please contact us. 

If you haven’t received a shipping notification from UPS, it is likely that is has been marked as spam. Please check your spam folder for emails from UPS or Normann Copenhagen, and make sure to add both @UPS.com  and noreply@normann-copenhagen.com to your mailing list.

If you didn’t receive an order confirmation email, don’t place a new order until you are sure the order didn’t go through. Otherwise you may end up with a duplicate order. Please contact customer service in order to verify if we have received your order.

Has my order been sent yet?

As soon as your order is sent from our warehouse, you will receive an email with a tracking number. You can track your package on www.ups.com

If you haven't received your order after 2 weeks – and it is not possible for you to track it via UPS – please contact our customers service at shop@normann-copenhagen.com or +45 35 27 05 30.

 

 

DELIVERY

How and when is my order delivered?

All packages are sent with UPS from our warehouse in Denmark within 3 working days after your order has been placed.

The normal delivery time from the package has left our warehouse is:

1 working day to Denmark

3 working days to Europe

6 working days to the remaining destinations

Can I track my order?

As soon as your order is sent from our warehouse, you will receive an email with a tracking number. You can track your package on www.ups.com

If you have not received your order after 2 weeks – and it is not possible for you to track it via UPS – please contact our customer service.

How is my package delivered?

We use UPS for delivery. If there is nobody at the address when UPS makes the delivery, a note is left in the mailbox and UPS leaves with the package. Another attempt to deliver will be made the next day. A total of three attempts to deliver will be made. If delivery is not possible, the package will be returned to us.

When you find the UPS note in your mailbox, it is possible to contact them to arrange another delivery address or tell them the package can be left in your back yard etc.

You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address.

More info about delivery and returns here.

PRODUCTS

Can I sign up for a product which is out of stock?

We always do our best to make sure all products are available. But unfortunately, sometimes a product is not in stock. If you want to buy a sold out product go to the product page of the specific product. Click the “Notify me” button, type your email address, and a mail will be send to you when the product is back in stock.

What should I do if a product is damaged or I have received a wrong product?

We want all our customers to receive high quality products. If the product you have received is damaged or you have received a wrong product, please contact our customer service.

If you send us a mail regarding a damaged product, please include as many details as possible as well as a picture of the product. A picture often says more than a thousand words.

I haven’t received all the products I ordered?

If you haven’t received all the products you ordered, please contact our customer service. If you send us a mail, please include your order number.

Where can I find HELP to assemble my lamp?

Below you can find the instruction to assembling and watch a video on “how to do it”  for Norm 03, Norm 06, Norm 69 or BAU below. 

Norm 03

Download manual - See video

Norm 06 - Small

Download manual - See video Part 1 & Part 2

Norm 06 - Medium

Download manual - See video Part 1 & Part 2

Norm 06 - Large

Download manual - See video Part 1 & Part 2

Norm 69

Download manual - See video Part 1 & Part 2

Bau - Small - Multi

Download manual

Bau - Large - Multi

Download manual

Bau - Small - Nature

Download manual

Bau - Large - Nature

Download manual

Norm 12

Download Manual - See Assembly Video


RETURN & REFUND

Can I return a product – and what is refunded?

You can return a product within 14 days of receipt for a refund.

We will refund the price at which you purchased the product. Freight will not be refunded.

You must fill out the return form which was enclosed with your order. If you have lost it, you can download it here . Remember to include the order number as well as your name and address. Without these details we will not be able to process your refund.

All products must be returned in their original packaging. Packaging must not be broken or in any other way damaged – neither can the product. If the products or packaging are damaged when we receive them, it is not possible to grant you a refund.

Unless we made a mistake by sending you a wrong product, you must arrange and pay for the freight to return the goods and this must also be arranged by yourself.

The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products or boxes. 

Our return address is:

Normann Copenhagen
Sandvikenvej 7
4900 Nakskov
Denmark

Where can I find a return form?

If you have lost the return form you can find a new one here.

Follow the instructions on the form and remember to include your order number. Enclose the form with your returned products.

Can I exchange the purchased product to another item?

Unfortunately it is not possible to exchange products. If you require a different product than the one you purchased, you will have to place a new order online and return the original product for a refund.

When will I receive my refund?

It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.

If you haven’t received your refund 3 weeks after returning the products, please contact customer services.

The freight was not included in my refund?

We refund what you have paid for the goods – but not the freight.

The refunded amount is not correct?

We are very sorry if we made a mistake with your refund. Please contact customer service  and we will sort it out for you asap.