Support
Frequently asked questions
To become a member, click on Loyalty Program and enter your email address in the sign-up field. You will then be prompted to create a password of your choice, and a confirmation email will be sent to your email inbox.
Once your return arrives at our warehouse, we’ll process your refund as quickly as possible. Please allow up to 10 business days (approximately 2 weeks) from the date your return is received.
As soon as your item(s) are scanned at our warehouse, the refund will be processed automatically, and you’ll receive a confirmation email.
We seek athletes, adventurers, and outdoor professionals who rely on the best gear and want to be active members of the Norrøna community.
A warranty claim applies when the damage is covered under our warranty terms and the product is within the warranty period (5 years for production and material defects, extended to 7 years for Loyalty members).
To qualify for warranty service, proof of purchase must be provided in your service order before sending the product in. If approved, the repair is carried out free of charge, or the item will be exchanged for Cash Points if it is not repairable. Cash Points can be used toward a replacement product up to the original purchase value of the item.
We do not send a confirmation when your Norrøna product is received. You will be notified once it enters the repair queue and again after it has been assessed by our Repair Center. We recommend using tracked shipping so you can confirm when it arrives. All updates, including assessment and return shipment tracking, will be sent directly to your email by the Repair Center.
Repairs are subject to a fee if your Norrøna product is outside the warranty period or if valid proof of purchase is not available (e.g., a photo of the physical receipt or the order number from your Loyalty Account).
Warranty covers production or material defects that occur within the warranty period.
Repair times are measured from the day your product arrives at our Repair & Warranty Centers. Once your item is in the repair queue, our team will contact you by email.
- Norway: 3–4 weeks
- Germany: 3–4 weeks
- Sweden: 2–3 weeks
- Rest of the world: 4–6 weeks
We do our best to meet the following timelines, but please note they may vary depending on location and season.
We offer a 30-day return policy for refunds. Returns made after 30 days and up to 60 days will be issued as a Cash Point refund. Products cannot be returned after 60 days.
One pre-paid return label is provided for each order. If you are missing the return label, please contact a customer service representative on our live chat support or email us at support@norrona.no. We provide free returns for all orders excluding Switzerland, Spitsbergen, Svalbard, and Jan Mayen. Simply register the return on our website and use the pre-paid shipping label included in your package.
Please contact a customer support representative via live chat, available in the chat box on the right-hand side of our website, or email us at support@norrona.no