FAQ – Frequently Asked Questions
NORDHAU is a Nordic family business built on lasting quality.
We work with independent European makers and carefully selected suppliers to offer products chosen for their quality, materials, craftsmanship and timeless design.
We aim to provide clear and transparent information to help you shop with confidence.
Where do your products come from?
Our collection is created in collaboration with independent European makers and carefully selected suppliers who value quality, craftsmanship and attention to detail.
Because our makers and suppliers are located across Europe, products may be dispatched from different locations.
How do you select your products?
Every product in the NORDHAU collection is selected with an emphasis on quality, materials, craftsmanship and timeless design.
We work with European makers and suppliers whose products reflect our standards for thoughtful design and everyday use.
Why did my order arrive in separate parcels?
If your order includes products crafted or stored in different locations, the products may be shipped separately.
This allows us to offer better availability and dispatch each product from the most appropriate location.
You will pay only one shipping fee per order, even if your order arrives in multiple parcels.
Separate parcels may arrive on different days and may have their own tracking links.
When will my order be dispatched?
Most orders are dispatched within 1–2 business days.
Products that require additional preparation time, such as made-to-order or limited-batch items, may take longer to dispatch. Any longer preparation time is stated on the product page.
If your order contains products from different makers, suppliers or locations, the products may be dispatched separately.
When will my order arrive?
Our standard delivery time is approximately 3–8 business days after dispatch.
Delivery times are estimates and may vary depending on the destination, selected delivery service and possible seasonal delays.
Tracking information is provided by email when available. If your order is shipped in multiple parcels, you may receive a separate tracking link for each parcel.
If you have questions about the status of your order, please contact us at info@nordhau.com and include your order number.
How much is shipping?
European Union
- Standard delivery: €7.90
- Free delivery on orders of €79.90 or more
Sweden
- Standard delivery: 79 SEK
- Free delivery on orders of 899 SEK or more
The shipping options and prices available for your destination are displayed at checkout.
All displayed product prices include the applicable VAT based on the selected delivery country.
Do you ship outside the European Union?
At present, we ship within the European Union only. Additional destinations may be added in the future.
Will I need to pay customs duties?
NORDHAU currently delivers only within the European Union. Orders delivered within the EU are not subject to customs duties.
Product prices include the applicable VAT based on the selected delivery country.
How do I track my order?
Once your order has been dispatched, you will receive a shipping confirmation by email.
The email includes a tracking link when tracking is available for the selected delivery service. If your order is shipped in multiple parcels, you may receive a separate tracking link for each parcel.
Which payment methods do you accept?
The available payment methods are displayed securely at checkout and may vary depending on your country, currency, device and browser.
Payments are processed through secure payment providers. NORDHAU does not store your complete card details.
Can I change my order or delivery address?
If you need to change your order or delivery address, please contact us as soon as possible at info@nordhau.com.
Please include your name and order number in your message.
We will make reasonable efforts to help, but changes cannot be guaranteed once the order has entered processing or preparation for dispatch.
Once an order has been dispatched, NORDHAU can no longer change the delivery address.
What is your return policy?
NORDHAU offers free 14-day returns within the European Union for products covered by the right of withdrawal.
You must notify NORDHAU of your decision to withdraw within 14 days of receiving the product.
If several products ordered at the same time are delivered separately, the withdrawal period begins when the last product or delivery is received.
After notifying NORDHAU of your withdrawal, you must send the product back without undue delay and no later than 14 days after submitting your withdrawal notice.
You may examine the product only to the extent necessary to establish its nature, characteristics and functionality, in the same way that you could reasonably examine it in a physical store.
You are responsible for any diminished value resulting from handling beyond what is necessary for this purpose.
Which products are not eligible for return?
The statutory right of withdrawal may not apply to:
- sealed products that are unsuitable for return for health-protection or hygiene reasons after the seal has been broken;
- products made to the customer’s specifications or clearly personalised for the customer;
- other products that are legally exempt from the right of withdrawal.
A product is not excluded from the statutory right of withdrawal solely because it is handmade, discounted or produced after the order is placed.
Any legally applicable product-specific restriction will be clearly stated on the product page before purchase.
How do I request a return?
You can submit your return request through NORDHAU’s online return function:
Enter the same email address that you used when placing your order. You will receive a one-time sign-in code by email.
You do not need to have created an account or password before placing your order.
After signing in:
- Open the relevant order.
- Select the product or products you wish to return.
- Confirm and submit your return request.
- Wait for NORDHAU’s product-specific return instructions.
We will confirm that your request has been received and provide the correct return instructions together with a prepaid return label, return code or another free return method.
The return address depends on the product and the warehouse from which the product was dispatched.
Please do not send any products back before receiving return instructions from NORDHAU.
You may also notify NORDHAU of your withdrawal by email at info@nordhau.com. Please include your name, order number and the product or products concerned.
How much does a return cost?
Eligible returns are free of charge within the European Union when you use the return instructions, return label, return code or other return method provided by NORDHAU.
Return shipping arranged independently by the customer will not be reimbursed unless agreed with NORDHAU in advance.
If you wish to return several products from the same order, please include all products in the same return request.
If products from the same order must be returned to different warehouses, NORDHAU will provide the required return instructions and return labels at no additional cost to the customer.
Do I need the original packaging?
Please use the original packaging whenever reasonably possible, particularly when the packaging protects the product during transportation or forms an essential part of the product.
Opening the packaging or reasonably examining the product does not, by itself, remove your statutory right of withdrawal.
Please return the product with all original parts, accessories, tags and labels and package it securely to prevent damage during return shipping.
Do you offer exchanges?
We do not currently offer direct exchanges.
If you would like a different product, colour or size, please submit a return request for the original product and place a new order for the preferred item.
How long do refunds take?
NORDHAU will refund all applicable payments without undue delay and no later than 14 days after receiving your withdrawal notice.
NORDHAU may withhold the refund until the returned product has been received or you have provided reliable evidence that the product has been sent back, whichever occurs first.
Please keep the return receipt and tracking information until your refund has been completed.
The refund will be made using the same payment method used for the original transaction, unless you have expressly agreed to another refund method.
You will not incur any fees as a result of the refund.
For a withdrawal covering the entire order, the refund includes the cost of the least expensive standard delivery method offered for the order.
If you selected a more expensive delivery method, the additional cost exceeding the price of the least expensive standard delivery method will not be refunded.
If only part of an order is returned, the original delivery charge is not normally refunded when the same delivery charge would have applied to the products you keep.
After NORDHAU has issued the refund, it may take approximately 5–10 business days for the funds to appear, depending on your bank or payment provider.
What if my product arrives damaged, faulty or incorrect?
If a product arrives damaged, faulty or different from what you ordered, please contact NORDHAU as soon as possible after discovering the issue at info@nordhau.com.
For visible transport damage or an incorrect delivery, we recommend contacting us promptly so that the product, shipment and packaging can be documented. This recommendation does not limit your statutory consumer rights.
Please include:
- your order number;
- a description of the issue;
- the date on which you discovered the issue;
- clear photographs of the product and its packaging, where possible.
Please retain the product and its packaging until you receive further instructions from NORDHAU.
Damaged, faulty and incorrectly delivered products are handled as claims rather than standard returns.
NORDHAU will provide the necessary instructions and cover all applicable return costs.
Can I cancel my order?
If you wish to cancel an order before it has been dispatched, please contact NORDHAU immediately at info@nordhau.com.
Please include your name and order number in your message.
Orders are often processed quickly. NORDHAU will make reasonable efforts to stop the order, but cancellation before dispatch cannot be guaranteed once order processing or fulfilment has started.
If the order can no longer be stopped, you may exercise your right of withdrawal and return the product after receiving it.
After delivery, you can submit your return request here:
The fact that order processing or shipping has already started does not affect your statutory right of withdrawal.
What happens if I do not collect or accept my shipment?
Failing to collect or accept a shipment does not, by itself, constitute a valid withdrawal notice.
If you wish to withdraw from your purchase, you must notify NORDHAU separately through the online return function or by email at info@nordhau.com.
If a shipment is returned because it was not collected or accepted and NORDHAU did not receive a valid withdrawal notice, NORDHAU may deduct the reasonable, actual and documented direct costs caused by the uncollected or refused shipment from the refund, to the extent permitted by applicable law.
These costs may include the actual outbound shipping cost, the return shipping cost and any reasonable, documented handling or carrier costs directly caused by the uncollected or refused shipment.
Any deduction will be based on the costs actually incurred and will not be used as a penalty or general administrative fee.
This does not apply when the customer has submitted a valid withdrawal notice and follows the return instructions provided by NORDHAU.
How can I contact NORDHAU?
If you have questions about products, orders, payments, shipping, returns or refunds, please contact us at:
Business Information
Nordhau Oy
Nordic family business
Business ID: 3599295-1
VAT number: FI35992951
Pippurimyllynkatu 8
40530 Jyväskylä
Finland
Email: info@nordhau.com