ORDERS AND SHIPMENTS

INFORMATION ON PRODUCTS

Images and a description containing relevant details are provided for each product.

To obtain additional information regarding the product and its wearability, Customers can write an e-mail to the Customer Service at the address customercare@norrgatan.com.

PROCESSING OF ORDERS

Seller reserves the right to refuse an Order in case it does not receive the approval of the Customer's bank. Once an Order is placed for available products no changes can be made to that Order. Orders placed separately will be shipped separately. The Seller reserves the right to delay shipment if the Order cannot be shipped for reasons that go beyond the Seller's control. It is to be noted that delays in shipment may occur during promotions and sales.

The Seller reserves the right to refuse processing of an order and/or a service at any time.

ORDER STATUS

By accessing the restricted area, in the Order section, and by clicking on each Order, it is possible to view the delivery number assigned. Please enter this number directly on the website of the courier indicated by the Seller to track your Order status.

PROMOTIONAL VOUCHERS

Customers who have received a PROMOTIONAL VOUCHER by newsletter, through social networks or on similar promotional websites can insert the code during the purchase of the Order or at the checkout. Every code has a validity start and end date that limits its use and cannot be extended.

SHIPMENTS AND DELIVERY

SHIPPING METHOD

The Seller delivers worldwide. In conformity with the international trade laws in force, goods shipped are accompanied by an official invoice reporting the total value of the goods purchased in the same currency of the original purchase. Moreover, the invoice states the value of each single item purchased.

1. Available Goods

After having confirmed that the goods are available and having checked the positive conclusion of the bank transaction, the Orders of available goods are shipped on the next business day following the receipt of the Order.

The amount of the transactions made by credit card will be charged at the time the Order is processed.

In case of orders made using PayPal, the shipment will be handed to the courier when the payment is confirmed.

We inform Customers that delays in shipment may occur during promotions and sales.

DELIVERY TIMES

Orders are processed on the next day following the date of the Order, or on the first business day available. Orders placed from Friday to Sunday will be processed on the following Monday.

The Seller delivers worldwide. The Seller cannot be held responsible for delays in shipment caused by weather conditions, customs control or by circumstances going beyond the Seller's control.

The delivery for shipments in Italy is expected to take place within 1-2 business days (2 business days for the islands).

The delivery for shipments in the European Union is expected to take place , by express shipment, within 1-2 business days, and within 3-4 business days by economy shipment.

The delivery for shipments to all countries outside the European Union, with the exception of the United States, is expected to take place within 2-4 business days.

The delivery for shipments to the United States is expected to take place, by express shipment, within 1-2 business days, and within 3-4 business days by economy shipment.

Moreover, depending on the delivery place , shipment on Saturday is also available .

SHIPPING COSTS

We report hereunder the expected shipping costs for each geographical area.

Please note that in the event that, for whatever reason, a parcel is not collected by the Customer, shipping expenses and any customs duties linked to the automatic return to the sender will be deducted/retained by the Seller, from the reimbursement due.

ITALY:

Shipment is free on all orders.

EUROPE:

SHIPPING COSTS: € 20.00 for economy shipment and € 25.00 for express shipment.

Countries included: Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, The Netherlands, Poland, Portugal, United Kingdom, Czech Republic, Rumania, Slovakia, Slovenia, Spain, Sweden, Ukraine, Hungary

UNITED STATES:

Prices indicated on the website for the United States of America are not inclusive of any customs duties.

SHIPPING COSTS: € 30.00 for economy shipment and € 40.00 for express shipment.

To be able to proceed with the delivery, The Consumer Protection Agency of the United States Government may request the Social Security Number – SSN.

REST OF THE WORLD:

SHIPPING COSTS: € 50,00.

Countries included: Egypt, Morocco, South Africa, Saudi Arabia, Armenia, Azerbaijan, Bahrain, Brunei, China, Georgia, Japan, India, Indonesia, Israel, Kazakhstan, Kuwait, Laos, Lebanon, Malaysia, Philippines, Qatar, Hong Kong SAR, Macao SAR, Singapore, South Korea, Thailand, Taiwan, United Arab Emirates, Uzbekistan, Vietnam, Aruba, Dominican Republic, Panama, Albania, Andorra, Belarus, Croatia, Greenland, Gibraltar, Iceland, Jersey, Moldavia, Monaco, Montenegro, Norway, Republic of Macedonia, Russian Federation, San Marino, Serbia, Switzerland, Turkey, Vatican City, Bahamas, Canada, Mexico, Australia, New Zealand, Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Paraguay, Peru, Uruguay, Venezuela.

Depending on the place of shipment, Saturday Delivery is available with the DHL courier at a cost of € 25.00 which will be added to the above indicated shipping costs.

We wish to inform customers that any customs duties and import taxes are to be borne by the customer. The corresponding amount is to be paid to the courier according to the method that the same will indicate.

TRACEABILITY OF THE SHIPMENT

When the Order is handed to the courier, customers will receive an e-mail notice from the courier providing the Airway bill (AWB) number concerning the order.

To monitor the progress status of the shipment, customers can visit the website of the courier making the shipment and enter the shipment identification number indicated in the e-mail in the specific area “Trace your Shipments”.

DELIVERY OF THE PARCEL

Upon delivery of the Order, Customers are requested to inspect the parcel carefully before signing the form confirming that he/she has received the same. Parcels forwarded by the Seller are accurately sealed with adhesive tape.

In case the Customer receives a box that has been opened by the Customs or by the Courier for authorized external inspections, the parcel must be closed with a warranty or inspection seal placed by the body that has inspected the parcel.

If the parcel appears to have been tampered with or if the original adhesive tape is not intact, the Customer is requested to sign the receipt of the parcel with reservation or to refuse the delivery of the same. In case there is proof that the parcel has been tampered with, the Customer must lodge a complaint with the local office of the courier entrusted with the shipment and promptly contact the Customer Service of the Seller at the e-mail address customercare@norrgatan.com.

In the event a parcel has been tampered with, if the Customer does not sign the receipt form with all due reservation, the delivery shall automatically be considered accepted and consequently no further complaint shall be accepted.

FAILURE TO DELIVER

By placing an Order, the Customers establish a commercial relationship with the Seller and they therefore undertake to accept the delivery of the parcel regarding their Order. In case a parcel is not delivered at the Customer's address for reasons that are attributable to a lack of cooperation on his/her part (wrong/incomplete telephone number, wrong/incomplete address, the consignee is absent) or if the Customer refuses the delivery, the shipment costs for the return of the parcel to the sender are to be borne by the Customer. The costs to be borne by the Customer include both the shipment costs and any customs duties and they will be deducted/retained by the Seller, from any reimbursement due.

Additional information on the legal rights of Customers for the return of products can be found in our section Terms and Conditions.

RETURNS AND REFUNDS

The Customer may return either the entire order or part of it for any reason. 

Products may be sent back for a refund within 14 (fourteen) days from the date  the package is actually delivered. If the Customer has chosen to receive the products requested in a single order in more than one shipment or for products comprised of batches or multiple items to be sent in several shipments, the period in which the products may be returned will start from the moment the last part of the order was consigned.

Items must be returned  in the same condition as they were originally delivered, properly packaged and with the return label still attached.

To exercise the right to return the products, the Customer must, within the specified period, send an e-mail to Customer Services at customercare@norrgatan.com or a letter by standard mail to Baltimora Studio S.r.l., Via Aliprandi, 9, (20090) Monza, stating that they wish to exercise their right to return the products ; the communication must contain the following information: the order number, code of the item(s) to be returned and the reason for the return, as well as whether a refund or a different size / colour is requested. (i).

Once this request has been sent, the Customer will receive an email with a return authorisation number, a label to stick on the package and the instructions on how to proceed  with the return. Customers are requested to stick the label sent by Customer Services onto the package containing the products  being returned and to follow closely the instructions provided.

The Customer, in any case, undertakes to return the products for  which they wish to exercise the right of return without undue delay and no later than 14 (fourteen) days from the date  the Seller was informed of the decision to withdraw from the contract.

Customers may choose from the following restitution options:

- Refund:

If the Customer requests a refund for the  returned products, the refund will be made promptly but only once the package has been received and a quality-controlled check-up of the returned products has been completed. 

Refunds will be made by crediting the Customer with the amount paid, minus the costs of delivery of the products when purchased and the cost of returning the products as specified in the paragraph “Return Shipping Costs” below. The refund will be made by the same payment method used  for the order.

The Vendor will not refund the delivery costs for the items purchased.

The Vendor will in any case inform the Customer by email when the purchase price has been refunded.

Refunds are made in the same currency as the original purchase. Any discrepancy in the amount refunded will be due to fluctuations in the exchange rates and will not be compensated for.

TERMS AND CONDITIONS FOR THE RETURN OF PRODUCTS

Customers are required to comply with the return policy as stated below:

Items must be received by us in the same condition as they were originally delivered, properly packaged and with the return label still attached.

Any items returned must not have been worn, washed or altered in any way. The soles of footwear must be in perfect condition and show no signs of wear.

Items must be returned without the guarantee seal being tampered with in any way, which must therefore remain fully intact and with all the original labels, wrapping and other accessories (dust bags and clothes covers, etc.) received in the package. Footwear and accessories must be returned in their original packaging, which must not be damaged, altered or used as a shipping box for returning  the products.

Returned products must be sent back in the carton in which they were originally delivered by the Seller, together with a copy of the invoice.

The Seller reserves the right to refuse acceptance of any products returned that are considered to be damaged, deteriorated, dirty or that are in a condition that would lead to the conclusion, without any doubt, that they have been used for anything other than an examination by the Customer which is strictly necessary to ascertain the nature and characteristics of the purchased Products

In the event that the products returned are refused, the Seller will send notification to the Customer and the Customer will not be credited with the amount originally paid for the products.

In case of defective or incorrect  products due to an error on the part of the Seller, Customers are requested to still follow the above instructions. In such cases the Customer is requested to provide photographic evidence of the defect or error. Under these circumstances, the cost of returning the products and any customs duty will be paid by the Seller.

RETURN SHIPPING COSTS  

Shipping costs for the return of the purchased products are at the sole expense of the Customer, along with the risk of sending the products and any customs duties.

The following are the return shipping costs for returns from the relative geographical areas:

Italy: €5

European Union: €15

Non-EU (rest of the world): €30

Returns authorised by the Seller must be sent from the same country to which the original order was sent. 

Authorised returns can be sent, within the time period stated under the section “Returns and Refunds” above, either by the courier service indicated by the Seller in the email containing the instructions for returns (with the Customer being debited the shipping costs quoted under the heading “Return Shipping Costs”), or with another courier of choice but with the courier’s costs borne entirely by the Customer, to the following address:

NORR S.r.l.

VIA ALIPRANDI, 19

20900 MONZA

If the Customer’s own courier service of choice is used, to ensure the package is not lost, it is recommended to request  a tracking of the shipping. It should in any case be understood that returned products are sent at the sole cost and responsibility of the Customer.

Further information on the statutory rights of Customers for the return of products can be found in our section Terms and Conditions.

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