FREQUENTLY ASKED QUESTIONS
WHAT DO I DO IF MY ORDER HASN’T ARRIVED?
When the package has been shipped from our warehouse, you should receive an email with the ‘track & trace’ number so you can follow your order. On our shipping page, you can check the estimated delivery time for your country. If you haven’t received the email or the number doesn’t work, you can always contact our customer service 10am-2pm all working days. Please note: some extended time might occur during public holidays.
DO YOU SHIP WORLDWIDE?
We do our best to reach everyone worldwide, however, the prices for deliveries vary depending on the country. On our shipping page, you can find a list of countries we currently ship to. Contact us if your country is not on the list.
CAN I TRACK MY ORDER?
Yes! An email with a track and trace number will be sent to you as soon as your order has left our warehouse.
WHEN WOULD MY ORDER BE SHIPPED?
If you place your order before 12 am, it will be shipped the same day. Otherwise, it will be shipped the following working day – you will receive an email when the order has left the warehouse. Should any unexpected delays occur, you will receive a notice.
HOW MUCH DOES THE SHIPMENT COST?
Costs might vary depending on the destination country. See our shipping page.
I HAVEN’T RECEIVED A RETURN SLIP IN MY PACKAGE
Contact our customer service 10am-2pm all working days – and we will make sure to email one to you ASAP.
MY ORDER WAS DAMAGED WHEN I RECEIVED IT, WHAT SHOULD I DO?
CAN I RETURN OR EXCHANGE THE ITEM I HAVE BOUGHT?
Read our Returns, Exchanges & Claims policy here.
CAN I RETURN MY ORDER, IF I DON’T HAVE THE ORIGINAL PACKAGING?
To provide the full refund on returns, we need the original packaging. Are you returning an item due to a claim, the package needs to be ‘properly’ packed. Read our Returns, Exchanges & Claims policy here.
HOW SHOULD I PROCEED, IF I HAVE RECEIVED THE WRONG ITEM?
Should you receive one or more wrong products, please let us know as soon as possible on email@example.com.
WHEN WOULD I RECEIVE MY REFUND?
If you cancel a purchase, we refund all your payments, in EU this includes freight costs. We refund the amount within 30 days of receiving your notice. However, we reserve the right to hold the return payment until we have received the goods you returned or you have presented documentation confirming that you have returned the items before we have received them.
CAN I CHANGE THE ORDER AFTER IT HAS BEEN SHIPPED?
No. Unfortunately, we cannot change an order once it has been shipped from our warehouse.
THE PROMOTION CODE/VOUCHER IS NOT WORKING, HOW DO I GET THE DISCOUNT?
Be sure to check that the code you are using is within the time limit and have been copied correctly. If you experience continuously problems, contact our customer service 10am-2pm all working days.
I WANT TO PURCHASE AN ITEM THAT IS CURRENTLY SOLD OUT, CAN I MAKE A PRE-ORDER?
Yes. The procedure is the same as a normal purchase - the products which are temporarily sold out will have a pre-order button you can click on.
WHICH MEANS OF PAYMENT COULD I USE IN YOUR WEB-SHOP?
We accept the following credit cards: Visa, Dankort, Mastercard, Maestro, Visa Electron, JCB card and American Express.
I CANNOT MAKE AN ORDER IN THE WEB-SHOP (TECHNICAL PROBLEM)
Please contact us on firstname.lastname@example.org or (+45) 25605055 between 10am-2pm on working days and we will correct it ASAP.
WHERE IS THE NOFRED STORE?
We don’t have any stores, unfortunately. But we do have a lot of retailers all over the world. You can use the store locator to find the nearest retailer.
HOW DO I TAKE CARE OF THE OAK PRODUCTS?
We recommend wiping with a clean, damp cloth without rubbing. For stubborn marks, use mild soap before removing residue with a damp cloth. Avoid products containing ammonia.
IS IT POSSIBLE TO RECEIVE A SAMPLE OF THE WALLPAPER?
No, unfortunately not, but you can either visit one of our retailers or buy a product on our web-shop and return it if it doesn’t fit your interior.