FAQ
This section contains useful information and answers to questions commonly asked by our customers. If you cannot find what you are looking for, please contact us at info@nordic-moose.com.
How do I choose the right size?
Please see section “How to find the right size” for guidance.
How do I use my promotion code?
At the checkout page, please click ”I have a promotion code”. Enter the code and press ”Apply”. Only one promotion code can be used per order.
Why haven’t I received an order confirmation by email?
Once you have finished the payment process for your order you should receive a confirmation email within 24 hours. It is important that you have provided us with the correct email address. If you have not received an email confirmation, please contact us at info@nordic-moose.com. You can also check the spam folder for your emails.
Please, do not place a new order before contacting us in case you have not received an email confirmation.
How do I cancel my order?
If you want to cancel your order please contact us at info@nordic-moose.com. If you have not received the shipping confirmation email we will cancel your order immediately. Once you have received the shipping confirmation, we can only cancel your order once you have returned the gloves to us and we have received them in an unused condition.
How do I change my order?
Once an order is submitted, we are unable to change your order. In this situation, we suggest you to contact us at info@nordic-moose.com and cancel the order. Thereafter, you can place a new order on our website, with the correct items, at your own convenience.
When will I receive my order?
Once your order has successfully been submitted, the warehouse processes your order the following business day. It is then picked, packed, and dispatched. Once your gloves have been sent to you, you will receive tracking info, along with information of an estimated delivery date, via email. The usual amount of days for delivery, unless otherwise stated on the web site, is 4 to 6 working days for Europe and 4 to 10 working days for outside Europe.
I have not received my package, what should I do?
If the number of working days for expected delivery have passed, please contact the support team by sending an email to info@nordic-moose.com. If the maximum number of working days has not passed yet, we ask for your patience.
Which countries do you ship to?
We ship worldwide.
From where are your products shipped?
All orders are shipped from our office or warehouse in Hungary.
Is shipping free?
Nordic Moose provides free shipping worldwide to the consumer.
Depending on which country you are ordering from, you may be subject to additional costs, for example VAT and import duties, which are levied by the country you want us to send your products to. Please contact the customs in your country for information about additional fees and taxes. If you are ordering from a country within the EU, there should not be any additional fees and taxes.
Do I need to pay any additional fees and taxes?
If you place an order from a country outside the EU, you may be subject to import duties and taxes, which are specific to your country and that are collected when the shipment reaches your delivery address. You will be responsible for payment of such import duties and taxes. Nordic Moose has no control over these charges and cannot predict their amount. Please contact your local customs office if you need further information.
What payment methods do you accept?
You can pay by credit card, debit card or PayPal. Nordic Moose accepts all major cards like VISA, MasterCard and American Express. There are also additional payment methods available depending on which country you are ordering from. All available payment options are displayed at the checkout once you have entered the country of delivery.
What is your Return & Exchange policy?
You have the right to return or exchange the products you have purchased directly from our website. Send them back to us within 30 days of receiving the gloves to get a new pair of gloves or a full refund. Nordic Moose does not pay for the return shipping.
The gloves must be unused and in the original packaging with all labels, stickers, strings etc, intact. You are allowed to try the gloves on for the purpose of assessing the fit only. You are not allowed to actually use the gloves. When returned, the gloves must be in the same new condition as when they were received. If the gloves are not returned in an unused condition, Nordic Moose will send them back to you without any providing any refund or right to exchange the product.
To exchange or return a product, please send an email to info@nordic-moose.com for instructions.
Nordic Moose does not take responsibility for any items lost during the return shipping.
Nordic Moose does not handle returns and exchanges for Nordic Moose products purchased outside of www.nordic-moose.com. Please contact the company where you purchased your Nordic Moose product.