Frequently Asked Questions

 

How much does shipping cost?

We differentiate between three shipping options. The first one technically does not involve any shipping, this is in case you live in the vicinity of our physical store in Bergen. If this is the case, you can come by and pick up the product that you ordered, free of extra charge.

The second one applies if you live in Norway: all our domestic shipping costs have a flat rate. It costs 150 kr to ship to anywhere in Norway.

The third option is international shipping. This costs 250 kr, regardless of package weight or shipping destination.


How long does delivery take?

Generally speaking, delivery is heavily dependent on where you are shipping to. Therefore, we are not able to give you an exact time, however, after your order have been received, processed and shipped, we will provide you with a tracking number so you can follow your order and get an estimate of arrival.

Please note that there might be a few days difference between you placing your order and it being shipped. This is due to working hours and working days, but we will do our best to have your order shipped as soon as possible!


How do I know if my order is on its way?

Once you place an order on our website, you will receive a confirmation email. You will also get another email - with a tracking number - when the package has been shipped. Therefore, after you receive a second email from us regarding your order, your package will be on its way to your address. It might take a few days until you get this second email, as the completion of the shipping process is heavily dependent on working hours and upcoming working days for both our staff and the delivery company we use.


Do I have to pay import taxes on the products I order?

Some products might be subject to import taxes, but unfortunately we are not able to take into account these costs upon purchase. Therefore, it is your responsibility to obtain information about the import taxes specific to your home country and to cover these charges.


How do I return a product?

If you were not satisfied with the product you received or there were some sizing issues, you can return or exchange it. You have 14 days after receiving the product to decide if you would like to keep it or not. In case not, you should contact us at david@berlebergen.no, and inform us about the situation. Don’t forget to include your order number to avoid any confusion! We will do our best to help you find the right size, or to return the product. However, we are not able to cover the shipping costs associated with returning or exchanging. In case you are returning something, the product cost will be refunded, but the original shipping cost will not, as we are not able to cover that.


The package containing my order got damaged. What can I do now?

In case your package gets damaged and the product that you ordered is unusable, please contact us at david@berlebergen.no. Please include your order number as well, for easier identification. We will do our best to help you, and give you a refund or send you a new product.


My order has just been cancelled. What happens next?

Unfortunately, there might be some instances when you are still able to make an order, but our stock runs out in the meantime. If we are not able to restock the product, we will have to cancel your order. In this case, we will contact you and you will be fully refunded. If you wish, we can also notify you when the product becomes available again.


I am worried about using my credit card online. What measures do you take in order to secure payments?

When you are entering sensitive information on our website, we are using SSL technology to encrypt this data. On checkout pages we are Level 1 PCI compliant and use 128 bit SSL encryption. You can also make sure that the page you are using is secure, by checking if there is a “lock” icon next to the URL. Your details are simply passed on to Stripe - our payment processor - and we do not store any sensitive information. If you are worried about privacy issues, please consult our Privacy Policy.


Where can I read more about the quality of the products shown on the website?

We take pride in the quality of the products that we sell on our website. We are a Norwegian company ourselves, and we have a large authentic Norwegian product range. Generally speaking, we tried to provide you with as much information as possible on each product page. But if you would like to know more, we have created a separate page that contains more information about each brand/supplier that we partner with. On this page you can also read about the materials that these companies use, and what they do to be more environmentally-friendly.


How do I clean the product I just purchased?

We know that it is not an easy task to clean some garments, especially when we are talking about wool. As we showcase a lot of wool products on our website, we have taken special care to provide you with as much information as possible. Therefore, we have included relevant washing information on each product page, where it was necessary. However, for a general overview, you can also read our Washing & Care guide.


How can I make sure that I am buying the right size?

We know that it is a struggle with many different sizing measurements around the world, especially when it comes to clothes and shoes. To help you find the right size, we have created a Size Charts page that contains relevant information regarding Dale of Norway and Topaz of Norway products. This page sums up the different sizes that different countries use, thus it gives you an international overview.


I can’t find a specific product that I am looking for. What can I do?

Even though we showcase hundreds of products on our website, we do have an even larger product range in our physical store. Therefore, we recommend you sending an e-mail to david@berlebergen.no and asking personally. We will do everything we can to help you!