My delivery is late, but I have received an invoice. Why?
Our delivery times are preliminary, and our partner Klarna is not automatically updated on any delays. Therefore, situations may arise where the due dates on the invoice are earlier than the estimated delivery of your order. Should this happen and if you do not wish to pay your invoice before delivery, you are always welcome to contact care@norrgavel.dk and we will help you to adjust the due dates at no extra cost.

Which payment methods can I use?
You will see all payment methods available in the checkout. Through our partner Klarna we will offer you to pay with card, invoice, mobile pay and Pay in 3. Pay in 3 is an alternative to traditional credit but without any interest, which allows you to split purchases into 3 payments.

What is the status of my order?
At Norrgavel we work with natural materials and large parts of our production process are manual and the work is carried out with the utmost precision for a perfect end result. Given the nature of the production process, delays can occur at short notice. Our two-week delivery times are currently as accurate as we can get and indicate when your order will leave our warehouse in Lammhult. Within the range, given the manual craftsmanship process, we are unable to specify an exact delivery week.

If you don't hear anything
If you don't hear anything, your order is scheduled to leave our warehouse in Lammhult according to the original communicated timeframe (the range of two weeks) you received at the time of ordering. Please note that your order can be shipped during the entire span (the span of two weeks). The span indicates when your order leaves our warehouse and then a few more days before the delivery finally reaches your home. 

You will be notified when your order is overdue
If your order is delayed at any point during the process, we will notify you as soon as we can. Notification will be made by email and you will be informed how long and why your order is delayed.

You will be notified when your order is dispatched from Lammhult
When your order leaves our warehouse in Lammhult, you will always be notified by email that your order has left our warehouse. Please note that this can also happen in the last week of your span. From the moment the order has left our warehouse, it usually takes a few working days before the order finally reaches you. Depending on the chosen mode of transport, you may also be able to track your shipment and a tracking link will be included in the email you receive. If you do not receive a tracking link, you will be contacted by our carrier when the goods are ready to be delivered to you.

What is the difference between different coatings?
Here you will find a picture showing the different oak finishes. In order: white oil, soap, oil and brown oil.
Here you will find a picture showing the different birch finishes. In order: white oil, soap and oil.

Which finish is most durable?
The advantage of oil/white oil is that the surface becomes "smoother" - i.e. easier to wipe off the everyday "mess". White oil is a little more sensitive and difficult to maintain than unpigmented oil. The advantage of soap is that if you get a big stain (e.g. wine), it's easier to sand the table and re-soap it. Nevertheless, we usually recommend that you choose what you like best. On the one hand, some wear and tear is often beautiful, and on the other hand, a solid table top can almost always be restored when it is sanded and refinished after many years.

Read more about our coatings and everyday maintenance.

At Norrgavel, we always strive to satisfy our customers, and to deliver furniture and interior design of the highest quality. We work with rigorous quality controls and only work with suppliers who meet our high standards. Despite this, discrepancies can sometimes occur, and it is important for us that you feel you are getting the help you need.

How do I make a complaint?
In order to handle your case as efficiently as possible, we are grateful to receive as much information from you as possible during your first contact with us.
Mail your case to care@norrgavel.dk. 

We wish
- Your order number
- A description of what you need help to fix
- Clear images (See more information here)

We see every case we receive as an opportunity to improve our work for the future. A prompt solution where you are satisfied with both your investment from Norrgavel and your contact with us is always our main goal.

At Norrgavel, we care about our environment. We have therefore chosen not to include physical return waybills in the orders we deliver - when they are not usually used anyway.

How do I make a return?
As a customer, you have the right to cancel your purchase of stock goods (i.e. goods with a delivery time of 3-5 days) within 14 days after you have received the goods. If you wish to return your received goods, please follow the instructions on the delivery note you received when you received your order. In short, you indicate the reason for return on the delivery note and pack it together with the goods you wish to return. You then visit this page  to create a QR code which you then present to your postman. The postal agent will then help you print a return waybill to enable you to return your order.

When you exercise your right of withdrawal, you as the customer are responsible for the return freight. When we receive your return, the cost of shipping will be deducted from the amount of the refund. Refunds will be made upon receipt of your return using the same payment method used when you placed your order.

How do I return an item that requires a mode of transport other than delivery?
If you wish to make a return of goods that cannot be delivered to a retailer, please contact us at care@norrgavel.dk and we will help you book your return freight.

All contact details for our customer service and complaints department can be found further down this page. Other contact details can be found here.