FAQ – NORDIC ATELIER

FREQUENTLY ASKED QUESTIONS

GENERAL QUESTIONS

How can I track my order?

We process and dispatch orders within 1–3 business days after they are placed. Once your order has shipped, you will receive an email with tracking information.
You can track your parcel directly through our website using the tracking number provided.
If you have any questions, please contact our customer service team.

How long will my order take to arrive?

We aim to deliver your parcel as quickly as possible with our shipping partners.
Delivery normally takes around 3–8 business days after your order has been dispatched.
For more information, visit our shipping page.

How long does a refund take?

Once we receive your returned items, we process the refund within 7 business days.
You can follow your return using the carrier's tracking number to see when it reaches our warehouse.
Once the refund has been processed, you will receive an email confirmation.

What is your return policy?

You can return eligible items within 30 days of receiving them without giving a reason.
We do not charge return or handling fees; you are responsible only for the return shipping cost.

How do I make a return?

To start a return, email support@nordic-atelier.se within 30 days of receiving your order and tell us which items you would like to return or exchange. We will send you the return instructions.

Which payment methods can I use?

Payment methods available in your country are shown at checkout and may vary by location.

PRODUCTS

How do I find the right size?

We recommend checking the size guide on the product page. You can find it below the size selector to help you choose the best fit.

How should I wash my trousers or tops?

Proper care helps your garments stay in good condition for longer. Always start by checking the care label for instructions specific to the fabric.

Step 1: Check the care label: Follow the garment's specific washing instructions.
Step 2: Sort by colour and fabric: Separate light and dark colours and keep delicate fabrics apart from heavier items.
Step 3: Pre-treat stains: Use a mild stain remover or detergent before washing when needed.
Step 4: Choose the right cycle: Use a gentle cycle for delicate fabrics and a normal cycle for more durable materials.
Step 5: Use mild detergent: Avoid bleach and harsh chemicals, especially on delicate fabrics.
Step 6: Wash in cold water: Cold water helps reduce shrinkage and colour loss.
Step 7: Turn garments inside out: This helps protect the outer surface during washing.
Step 8: Use a gentle programme when appropriate: This helps reduce wear on delicate garments.
Step 9: Air dry or tumble dry on low heat: Follow the care label to avoid shrinkage or fabric damage.
Step 10: Iron or steam if needed: Use the recommended temperature for the fabric.

Do you offer gift cards?

To purchase a gift card, visit the gift card section on our website, choose the amount and add it to your cart. At checkout, you can enter the recipient's email address and a personal message if you would like it sent directly to them.

After purchase, the gift card is delivered electronically with instructions on how to redeem it.

Do you offer a warranty on your products?

We stand behind the quality of our products and aim to resolve any issues quickly. Warranty coverage may apply to manufacturing defects or workmanship issues, and the exact terms can vary by product.

ORDERS & SHIPPING

How can I track my order?

We aim to process and dispatch orders within 1–3 business days. Once your order has shipped, you will receive an email with tracking information.
You can track your parcel directly through our website using the tracking details provided. If you need help, please contact our customer service team.

What is the delivery time?

Orders are normally dispatched within 1–3 business days, and delivery typically takes around 3–8 business days depending on the destination.

Delivery information is shown at checkout and in your confirmation email.

How much does shipping cost?

We offer free standard shipping to destinations supported at checkout. Available delivery options are shown before payment.

Can I cancel or change my order?

If you would like to cancel your order, please notify us within 24 hours. After this period, we reserve the right to decline the cancellation if your order has already been processed.
If the order has already been processed, please wait for delivery and then follow the applicable return process.
For assistance, contact us at support@nordic-atelier.se.

If you are not satisfied with your purchase, eligible items can be returned within 30 days of delivery in accordance with our returns policy.

How do I redeem my gift card or discount code?

At checkout, enter your gift card or discount code in the designated field and apply it. The order total will update automatically when the code is accepted.

After the code has been applied, review your order details and complete checkout as usual.

If you have any problems applying a code, contact our customer service team.

My tracking says delivered, but I haven't received my order. What should I do?

If tracking shows your order as delivered but you have not received it, please try the following:

Step 1: Check the delivery address:
Confirm that the address on your order is correct. Parcels may sometimes be left with a neighbour, reception desk or another safe location.

Step 2: Look for delivery notices:
Check whether the carrier left a notice or delivery update.

Step 3: Contact the carrier:
Use your tracking number and ask the carrier for additional delivery information.

Step 4: Contact our customer service team:
If you still cannot locate the parcel, contact our customer service team with your order and tracking details.

Step 5: File a claim if required:
In some cases, the carrier may require a claim for a parcel marked as delivered but not received. We can help provide relevant order information.

I entered the wrong shipping address. What can I do?

If you notice the mistake shortly after placing your order, contact our customer service team immediately. The sooner you contact us, the better the chance we can update the address before the order ships.

If the order has already been processed or shipped, we may no longer be able to change the address. In that case, contact the carrier directly to ask whether redirection is available. Additional fees may apply depending on the carrier.

Please double-check your shipping address before completing future orders.

Do I have to pay VAT or import charges?

Prices and any taxes shown at checkout depend on the delivery country. Customs duties or import charges may apply to international deliveries. Please review the total before completing payment.

Any additional charges imposed on delivery are determined by the local customs authority.

If you have questions, please contact our customer service team.

I haven't received an order confirmation. What should I do?

An order confirmation is sent by email after you place your order. It contains your order number, order summary and delivery address.

Please check your spam or junk folder in case the confirmation was filtered there.

If you still cannot find it and you entered the correct email address, contact our customer service team with your full name and order details so we can assist you.

RETURNS & EXCHANGES

What is your return policy?

You can return eligible products within 30 days of receiving them without giving a reason.
We do not charge return or handling fees; you are responsible only for the return shipping cost.

How do I make a return?

To start a return or exchange request, email support@nordic-atelier.se within 30 days of receiving your order and tell us which items you would like to return. We will send you the return instructions.

How much does a return cost?

Return shipping costs can vary depending on your location and the reason for the return.
We recommend using a tracked shipping method from a reliable carrier so the return can be followed until delivery.
Return shipping costs are non-refundable unless otherwise required or agreed.

For more information, see our returns policy or contact our customer service team.

How long does a refund take?

We aim to process returns as quickly as possible.
Once your return reaches our warehouse, we process it within 7 business days.
Your return tracking will show when the parcel has been delivered to our warehouse.

You will receive a notification once the refund has been processed.

Can I make an exchange?

We do not offer direct exchanges.
If you would like a different size, colour or item, please:

Return the original product
Place a new order for the item you want

This helps us process requests faster and maintain accurate inventory.

If you received a defective or incorrect item, please contact us so we can assist with the return.

Contact our customer service team if you have any questions.

Where can I find my order number for a return?

Your order number is shown in the order confirmation email sent after you place your order.
If you cannot find the email, our customer service team can help locate your order.

What should I do if an item arrives defective or damaged?

If you receive an item that is defective or damaged, we're here to help.

Step 1: Take a clear photo of the damaged or defective item.

Step 2: Email support@nordic-atelier.se with the photo, your order number and a short description of the issue.

Step 3: Our customer service team will review the case and contact you with the next steps.

What if I want to return my order after the return period?

Our return period is 30 days from the date you receive your order, and the return must be sent within that timeframe. We may not be able to accept returns sent after the return period.

If the deadline has passed, contact our customer service team. We can review the circumstances and advise whether another solution is available.

How long does it take to process my return?

We aim to process returns as quickly as possible.
Once your return reaches our warehouse, it is processed within 7 business days.
Your return tracking will show when the parcel has been delivered to our warehouse.

You will receive an email once the refund has been processed.