FAQ – Frequently Asked Questions
Where do your products come from?
Our collection is created in collaboration with independent European makers who produce items with care, craftsmanship and attention to detail.
Because our makers are located across Europe, some products may ship from different locations.
Why did my order arrive in separate parcels?
If your order includes items crafted or stored in different locations, they may be shipped separately.
This is done to ensure faster delivery and better availability across regions.
You will only pay one shipping fee, even if your order arrives in multiple parcels.
What are your delivery times?
Our standard delivery time is 7–12 business days after dispatch.
If a product requires additional preparation time (for example, handmade or limited‑batch items), this is clearly stated on the product page.
All shipments include tracking when available.
How much is shipping?
European Union
- Standard Delivery: €7.90
- Free Delivery: orders over €79,00
All displayed prices include VAT based on your shipping country.
Do you ship outside the EU?
At the moment, we ship to European Union countries only.
More regions may be added in the future.
How do I track my order?
Once your order has been dispatched, you will receive a tracking link by email.
If your order ships in multiple parcels, you will receive one tracking link per parcel.
What is your return policy?
You may return unused and unopened items within 14 days of receiving your order.
Items must be unused, unwashed, in original condition and, when applicable, in original packaging.
Returns that do not meet these conditions may be declined.
Some items cannot be returned for hygiene or product‑specific reasons, including:
- Opened skincare or beauty items
- Used products/textiles
- Items marked as non‑returnable
- Handcrafted or handmade items
- Final sale items
How do I start a return?
Please email us at info@nordhau.com to begin a return.
We will provide instructions and the correct return address.
Return shipping costs (€9.90) are the responsibility of the customer.
Typically, the return shipping fee is €9.90, but costs may vary depending on the return destination, as items may need to be sent back to their original manufacturer.
How long do refunds take?
Once your returned item has been received and inspected, a refund will be issued to your original payment method.
Please allow 5–10 business days for processing.
Shipping fees are non‑refundable unless the item arrived damaged or faulty.
What if my item arrives damaged or faulty?
If your item arrives damaged, faulty or incorrect, please contact us within a reasonable time at info@nordhau.com with photos of the issue.
We will resolve the matter promptly and cover any necessary return costs.
Can I cancel my order?
Orders can be cancelled before dispatch.
Once your order has been shipped, you may still use your 14-day right of withdrawal after delivery, in accordance with EU consumer rules.
The right of withdrawal does not apply to:
- sealed goods that cannot be returned for health or hygiene reasons once opened
- items marked as handcrafted or handmade on the product page
Return shipping costs (€9.90) are the responsibility of the customer.
In some cases, costs may vary depending on the return destination, as items may need to be returned to their original maker.
If you wish to cancel or withdraw from your order, please contact us at info@nordhau.com.
Do you offer exchanges?
We do not offer direct exchanges.
If you wish to change a product, you may return the original item and place a new order for the desired product.
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