Help & Information
Returns:
We hope you will love everything that you order from us but if something isn’t quite right, you have 14 days to return.
Please note that we will apply a return fee, that will be deducted from the refunded amount. As soon as your return has been handled you will be refunded through the original payment method you chose for your order.
Fees:
Full price orders in Norway: 49 kr
Flash Sale orders in Norway: 129 kr
International: 15 EUR
The return fee will be subtracted from your refund. This includes custom and handling fees.
If you would like to change the size of your item, please follow the steps to make a return. Please note that if we have a low stock on the item it might not be possible to do an exchange.
Please note the following:
We offer one free exchange per order. If you wish to make a second exchange, we will not cover the shipping or duty costs for the return.
We’re unable to accept returns beyond 14 days after you have received the order and anything sent to us after 14 days may be rejected and returned back to you
How to Return:
Place the items in their original boxes/bag.
A return label or QR code will be generated through our return portal.
For Norwegian customers: drop the parcel at your local Post office or post-in-store. For international customers: follow the instructions in the return portal. Always save a receipt or picture of the return label so we can track the return in case of delays.
We’ll process your refund by the same method you used for payment within two weeks after receiving your returned order at our warehouse.
Please ensure that all items are returned clean, unworn, and with the tags on. Shoes must be returned in their original boxes. All claims must be reviewed and accepted. If your return is not approved, we will send the product(s) back to you. Faulty products that have been returned without approval will be handled as a return not approved.
Need more help, see our Help Center
FAQ
Can I return swimwear?
For your health and safety, we cannot accept returns on swimwear. We appreciate your understanding and encourage you to check our sizing guide or visit us in-store for a personalized shopping experience.
Are Holzweiler returns free?
Unfortunately, returns are not free. It will be deducted a fee from your refund when we handle/process your return. The fee will be deducted from the original payment method.
Cost of return:
Norway: 49 NOK
Sweden: 150 SEK
Denmark: 110 DKK
Other countries: 15 EUR
Return free of charge in all our Norwegian stores!
The original shipping cost is not refundable.
Do you offer exchanges?
Yes, we offer exchanges for all orders. To exchange a product, select exchange when registering your return, and follow the instructions.
You are only able to exchange products in your order within the 14-day return window.
Please contact us by mail if you have any questions.
Can I return or exchange products bought on sale?
Yes, we have the same return policies for sales items as for full-price items. If you are within the return window of 14 days, the products are unworn and have all tags still attached, you are welcome to return the order for a refund.
How can I track my return?
Norway:
When handing over the return to Bring/Posten, please ask for a receipt for the return shipment and keep this until you have been refunded. You should also receive an SMS with tracking information for the return once you have delivered it to Bring/Posten. When the package has arrived at our warehouse, you should receive a new SMS from Bring/Posten. You will be refunded shortly after.
International:
DHL will provide you with a waybill number and tracking link after your DHL return is created. You can find all information about your return here.
When will I be refunded?
If you are awaiting your refund, please check the tracking of your return shipment to see if the order has reached our warehouse. If the order has reached our warehouse, please check the status of your billing/order with the payment provider you used. Chances are the refund is already processed at our end. The refund must also be processed through the payment provider, which can take 1-5 business days.
Normally we will register and process all returns at least 2 times a week. In periods of high demand, return processing can take up to 10 business days from your parcel reaches our warehouse.
If you have paid directly with a card, we will send the refund directly back to the same account from which the money was originally drawn.
If you have chosen “receive first - pay later” or invoice payment, it is your responsibility to “freeze” your invoice in Klarna. This will stop your invoice from reaching its due date. If you do not freeze the invoice in Klarna, you run the risk of being charged a “late payment fee” from Klarna. We will correct your invoice as soon as we have processed your return, and an updated payment request will be sent through Klarna.
Will the shipping cost be refunded?
Shipping costs paid while ordering will not be refunded when returning. Read more about how to return here.
Can I return in store?
Yes!
You can return your online order free of charge in all our Norwegian stores with the same return policy as we have online.
Contact customercare@holzweiler.no if you are in need of further assistance.
I have a complaint about a Holzweiler product
Sad to hear about this!
We need to take a look at the faulty product, so please contact us through our contact form regarding the issue, and we will find a way to help you. It is important that you send us both the order number and pictures, as well as a thorough description, so we can process your claim quickly. Please do not return the product without our consent.
We do not have any standard practices for compensation or handling of accepted claims. It is important for us to solve claims and defects with sustainable solutions, so please let us know if you have any good ideas for us to help you with your faulty product. Read more about complaints here.
We do not handle complaints for Holzweiler products which are not purchased at www.holzweileroslo.com. If you are having issues with a Holzweiler product purchased from a retailer, please contact this particular retailer regarding your claim. Read more about this here.