Customer care

Shipping & Customer Care

Email: customercare@holzweiler.no 

Phone: 413 94 441 (we advice you to use our email for all matters in regards to returns etc as this needs to be handled via mail)

Opening hours for Customer Service are Monday to Friday 9am  - 5pm

Shipping information – Norway

Service: DHL Express Domestic (Norway)

Delivery time: 1-3 days*

*Kindly note that delivery times commence from the date of dispatch.

If you place your order by 13:00 it will be sent out the same day**


Please notice that we are unable to deliver to P.O. box addresses.


Important information 

Order tracking: Our shipping partner, DHL, offers you the flexibility to make changes to your delivery while your purchase is on its way to you. You will receive an SMS / E-mail notification after your order has been dispatched, follow the link provided and choose from a range of options including:

-Rescheduling your delivery for a nominated day

-Placing your shipment on hold if you are away from home

-Arranging to collect your order from a DHL service point

Delivery times are provided only as guidelines, and does not take into account possible delays caused by payment authorization or stock availability. 


**In sale/holiday periods with great demand, dispatch date might occur 24 h after you have placed your order

International shipping information – DHL Express Worldwide

Service: DHL Express Worldwide

Please notice that we are unable to deliver to P.O. box addresses.

DDP: Most countries* are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the final checkout-price.

*See list of countries below


Europe: Delivery time: 1-3 days*

Rest of the world: Delivery time: 1-4 days*


*Kindly note that delivery times commence from the date of dispatch.

If you place your order by 12:00 it will be sent out the same day**


Important information  

Order Tracking: Once your order has left us, you will receive an email containing an air waybill number to track its progress online. 

Our shipping partner, DHL, offers you the flexibility to make changes to your delivery while your purchase is on its way to you. You will receive an SMS / E-mail notification after your order has been dispatched, follow the link provided and choose from a range of options including:

- Rescheduling your delivery for a nominated day

- Placing your shipment on hold if you are away from home

- Arranging to collect your order from a DHL service point

Delivery times are provided only as guidelines, and does not take into account possible delays caused by payment authorization or stock availability. 

To find out if On Demand Delivery (ODD) is available in your country, visit ondemand.dhl.com.


·       Australia
·       Austria
·       Bahrain
·       Belgium
·       Brunei
·       Bulgaria
·       Canada
·       Chile
·       China
·       Croatia
·       Cyprus
·       Czech Republic
·       Denmark
·       Egypt
·       Estonia
·       Finland
·       France
·       Germany
·       Greece
·       Hungary
·       India
·       Ireland
·       Italy
·       Japan
·       Jordan
·       Kuwait
·       Latvia
·       Lithuania
·       Luxembourg
·       Malaysia
·       Malta
·       Monaco
·       Netherlands
·       New Zealand
·       Norway
·       Oman
·       Philippines
·       Poland
·       Portugal
·       Puerto Rico
·       Qatar
·       Romania
·       Saudi Arabia
·       Singapore
·       Slovakia
·       Slovenia
·       South Africa
·       South Korea
·       Spain
·       Sweden
·       Switzerland
·       Taiwan ROC
·       Thailand
·       United Arab Emirates
·       United Kingdom
·       United Kingdom – Jersey
·       United States
·       Venezuela


**In sale/holiday periods with great demand, dispatch date might occur 24 h after you have placed your order

Returns & Exchange

Please note that we have a 14 days return policy. In order to create a pleasant shopping experience, we operate with an easy return procedure.

In advance of the return, please contact customercare@holzweiler.no

After notifying us, we would ask you to follow these steps: 

RETURN PROCESS

1. Make sure the products are in the same condition in which they were delivered to you, with all identification tags, packaging and seal still attached. If you are unsure whether we will accept your return; please see the important information section underneath for a complete list of criteria.

2. Send us a mail to customercare@holzweiler.no with your return request. Once your return has been approved you will receive a return-shipping label.

Once your return has been approved and you have received the return papers yo have to do the following: 

3. Place the item(s) in the original shipping box, or any other solid carton box. Close the box and tape it securely. Print and fill out the return-form sent to you by mail and put this along with the product. NB: It is important that you write down your order number, name, e-mail and reason for the return.

4 Print out the return-shipping label received after contacting us by mail. Place the return-shipping label on the box over the prior delivery information. Remember to ask for your return-receipt with tracking number, or else Holzweiler will not be responsible for the return shipment to our warehouse. 

5. Contact DHL when this is done and schedule a pick-up suitable for you. This is done by phone +47 21 00 22 00. They will ask for identification-number regarding Holzweiler and this is 959 328 899. The return will be traceable and insured until it has reached our distribution center. 

6. If your return is accepted upon arrival at our distribution center, your return will be handled/refunded within 14 days from time of arrival. NB: The return delivery fee of 99 NOK (domestic) and 132 NOK (DHL Worldwide) will NOT be refunded. Any items that are being returned must be in perfect condition without any visible signs or damage, and must have the original label attached. Returns are closely inspected upon delivery and we reserve the right to refuse any returns that do not match with these criteria.

7. NB: Due to hygienic factors swimwear that are tried on/taken out of their original packing will not be accepted as returns 


EXCHANGES

Purchased items are not exchangeable into a different size and colour. Exchanges are handled in the same manner as a return (as described above). You will have to place another order of your desired product/size and we will ship this to you while your return/refund are being processed. Exchanges are only processed upon receipt of returned and undamaged merchandise, and are based on stock availability. 

Sale: Our regular online return and exchange policy as described above applies during sale periods.

Quality guarantee

If an item received is classified as faulty and was received damaged, you must contact us within 7 days of receipt.

If the item(s) have a manufacturing fault that occurred within a 12-month time frame after purchase, please contact us immediately.

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