FREQUENTLY ASKED QUESTIONS

Shipping

Do you ship to my country?

We ship with UPS for standard orders, and use a dedicated shipping company for large orders and sofas etc.

What is the shipping charge to my country?

All orders are shipped from our warehouse in Denmark.

Please note that local customs and VAT will be charged when shipping outside the EU.

*For large or bulky orders shipped outside EU the shipping costs are only indicative. We will calculate the final shipping price after the order is placed and contact you prior to shipment if additional shipping costs will be applied to your order. You will have the opportunity to cancel the order at this stage of the order process.
**Selected countries

Normal Orders

All normal orders are shipped with UPS.

You will receive an e-mail with shipping information when your package is on the way.

Large orders

Sofas, Large or bulky furniture and large quantity orders are shipped with a special carrier depending on the destination.

You will be contacted directly regarding the delivery time, as it varies depending on the country.

Your order is delivered to street level only, and will not be carried inside at your destination address.
The customer is responsible for the disposal of pallets and other packaging used in connection with the delivery.

Can I track my order?

Yes, you will receive an e-mail from UPS with a tracking number once they have picked up the order from our warehouse.

Payment

Can I have the Danish VAT refunded?

If you order for shipment outside of EU, the Danish VAT(25%) is automatically deducted in the shopping basket. Please note that local VAT and customs duties will apply upon receiving your package.

Company order within the EU: If you have a valid VAT number, we can reimburse the Danish VAT(25%). Please pay the full amount upon checkout, and reply to the e-mail with the order confirmation, and send us your company VAT number. The amount for the VAT will be refunded to the credit card you paid with.

Can I pay for my order by bank transfer?

Yes, please send us an e-mail with the items you wish to buy, and we will send you an order confirmation with our bank information. E-mail us at [email protected]

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

Maybe. If your delivery country charges customs or import duties - these will be charged once the

package reaches the destination country. You will have to pay these charges. This also applies to the purchase of gifts or other purchases made on behalf of another recipient. 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.

Returns

I have to return something, what do I do?

All you have to do is notify us by e-mail or with the return form within 14 days of receiving the item. Send the items back within 14 days of notifying us. Please fill out the return form that came with the products.

Lost your return form?

If you have lost the return form, you can download it here

The return shipment is not prepaid. You have to pay for return shipping yourself. We will give a full refund for the items you bought, including the initial shipping charge.

Please read our terms & conditions for details and exceptions.

The return address is:

Normann Copenhagen

Narvikvej 16

4900 Nakskov

Denmark

The product I received was damaged or incorrect, what do I do?

Please send us some pictures of the damaged goods and the packaging if relevant. We will replace any damaged products free of charge. Just send your pictures and a description of what the problem with the product is to: [email protected]

You are entitled to give notice of defects for a period of 24 months.

Can I cancel my order?

Yes, if the order has not yet been sent from our warehouse. Normally orders are sent 1-2 business days after you place the order. Contact us and we will help you.

If your order has been shipped from our warehouse you can not cancel your order. The order will be shipped to you, and you will have to handle it as normal return. Please see details in our return policy.

Please note that special terms apply for made to order items. Read our return policy for more information.

Sustainability

What is Normann Copenhagen's take on sustainability?

Normann Copenhagen is committed to reducing the environmental footprint of our production, utilizing environmentally conscious materials and ensuring a healthy, equal and secure work environment for all employees. These commitments are a crucial part of our corporate values. Through our CSR efforts, we made tangible commitments towards contributing to the UN’s Sustainable Development Goals relating to good health and well-being (goal 3), quality education (goal 4), gender equality (goal 5), decent work and economic growth (goal 8) as well as responsible consumption and production (goal 12).

For more information about our sustainability policy, click here.

Which environmental certifications and declarations does Normann Copenhagen have?

We are committed to ensuring that our products live up to our high quality standards. Through large scale test phases and certifications, we continuously improve and adjust our products before introducing them to the market. This is your guarantee that our products comply with the highest standards in quality and emission testing as well as load capacity.

For more information about our tests and certifications, click here

Where are Normann Copenhagen's products produced?

We strive to produce the majority of our products in the regions they are sold. Producing locally is crucial to reducing emissions and waste generated by global transportation. Normann Copenhagen operates in two main regions: The European Union (EU) and the Asia-Pacific region (APAC). We have similar production facilities as well as local supply chains and distribution in these regions, reducing unnecessary transportation from one country to another, reducing our carbon footprint significantly, while supporting local craftsmanship and its workforce.

What is your approach to sourcing materials?

A large part of the design process consists of reflecting on materials, their quality, durability, origin, environmental impact and life cycle. Our sourcing team works hard to select the best materials from the best-in-class suppliers, and continuously strives to optimize our use of materials in order to minimize our environmental impact on our surroundings. We constantly seek new ways to introduce circular materials in our production.

For specific information about how we work with materials, click here.

Didn't find the answer you were looking for?

We’re ready to answer any questions you may have. Please contact our sustainability team at [email protected]
For all other questions: Please contact us at [email protected]

FREQUENTLY ASKED QUESTIONS

Can I track my order?

What is Normann Copenhagen's take on sustainability?

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