Repair and Warranty
Warranty
Norrøna offers 5-year warranty against material and production defects, extended to 7 years for Loyalty members. Warranty service *requires a valid receipt or order number*. Items not meeting our quality standards will be repaired under warranty, replaced, or exchanged for Cash Points equal to the original purchase value if not repairable. Norway/Sweden: When sending your product to our Repair Center, please use Posten or Bring with tracked shipping.
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.
A valid warranty claim refers to a defect or damage that is covered under warranty (production and material defects) and occurs within the applicable warranty period. If you are submitting a warranty claim you must include a photo/copy of your physical receipt or the order number from your Loyalty Account. Unfortunately, stating that the product was purchased 2–3 years ago is not sufficient - proof of purchase is required.
- Non-Loyalty Members are eligible for a 5-year warranty if a physical receipt can be provided.
- Loyalty Members receive a 7-year warranty on Norrøna products, provided the product is registered in their Loyalty Account.
Please ensure that all required fields in the form are completed and that you have provided valid proof of purchase (such as a photo of the physical receipt or an order number from your Loyalty Account). Without proof of purchase, the repair must be registered as a “Paid Repair”.
Yes, after completing your service order for a repair or warranty claim, you can hand in your product at any official Norrøna store.
Please make sure your garment is clean before bringing it in. Unclean items will be returned to you without being processed.
If you are unsure how to wash your Norrøna product, please refer to our Product Care Guide.
For safety and hygiene reasons, all Norrøna products must be cleaned before being handled by our repair team. Even lightly used garments can carry dirt, oils, or bacteria that aren’t always visible. Washing your Norrøna product helps ensure a safe working environment and allows us to assess and repair it properly.
Please send in your repair/warranty using Posten/Bring whenever possible. We do not receive parcels from PostNord.
Norrøna partners with Posten/Bring, and they provide reliable tracked shipping. We also recommend keeping your tracking number until your repair has been received by our Repair Center.
Unfortunately, we are unable to confirm warranty coverage without valid proof of purchase (such as a receipt or Loyalty Account order number). If you are a Loyalty Member, you may be able to find your order number in your account.
If no proof of purchase is available, we will not be able to process the claim under warranty. However, we can still assess the product and offer a paid repair option if applicable.
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.
No, the warranty only covers production and material defects. However, accidental damage can be repaired at our service center for a reasonable fee.
The warranty does not cover normal wear and tear. This includes damage resulting from everyday use, accidents, improper care, or natural ageing of the materials, such as pilling, fading, or surface scuffs. We can still repair many types of wear-and-tear damage at our service center. Repair fees and shipping costs apply.
Loyalty Members receive a 7-year warranty on their Norrøna products, provided the product is registered in their Loyalty Account. Non-Loyalty Members are covered by a 5-year warranty if they can provide a physical receipt. Our warranty covers defects in materials and workmanship, whether the product is new or used.
Repair and warranty timelines vary depending on product type, season, and location. The handling time starts once your product has been received at our Repair and Warranty Center.
Typical processing times:
- Norway: 3–4 weeks
- Germany: 3–4 weeks
- Sweden: 2–3 weeks
- Rest of world: 4–6 weeks
We do not send a confirmation when your Norrøna product is received. You will be notified once your Norrøna product enters the repair queue and again after it has been assessed by our Repair Center. All updates, including return shipment tracking, will be sent directly to your email.
You can find both the model number, production number and color code on the labels attached to your product.
- Model number (Style No.): Located on the care label (washing instructions) and displayed as Style No. 1234-56.
- Production number: Located on the small black Norrøna label sewn into the garment. It consists of six consecutive digits, for example 123456.
- Color code: Located on the care label and displayed as 1234 (Color Name)
These numbers help us identify your product when assisting with warranty claims, repairs, or general product inquiries.
Repair times are measured from the day your product arrives at our Repair and 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
Shipping must be arranged independently unless you deliver it to an official Norrøna store. We recommend using tracked shipping so you can follow your package to our Repair & Warranty Center. After filling out your Service Order, shipping instructions will be sent to your email. Please remember to check your junk or spam folder.
To start a repair or warranty claim, please register your claim. Please include a copy of your receipt or your Loyalty Account order number, as this is required for warranty assessment. Without a receipt or order number, a repair fee will apply and we cannot guarantee a free repair.
After registering your claim, please wash your product and place the service order in an accessible pocket of the item. Shipping is handled independently unless you can hand-deliver your Norrøna product to an official Norrøna store.
To keep your Norrøna product performing at its best, always follow the instructions in the Product Care Guide. Regular washing is important because it removes dirt, oils, and residues that can reduce breathability, insulation, and water repellency.
For example, GORE-TEX® products need to be washed periodically to maintain their waterproof and breathable properties. Skipping proper care can lead to faster wear, reduced performance, and premature product failure.
No, we do not provide shipping labels, as our products are sent to our Repair Centers worldwide. Shipping must therefore be arranged independently by the customer. However, if you bring your product to an official Norrøna store, they can ship it to the Repair Center free of charge.
Before sending in your product, you must complete a service order. Once this is done, you will receive instructions on where to send your product by email. Please check your junk or spam folders if you do not see the email, and allow up to 24 hours for it to arrive.
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.
If our Repair Team determines that your product cannot be repaired and it is covered under warranty, we will not leave you without a solution. We will issue Cash Points equal to the value of your original purchase so you can replace the product.
The value of the Cash Points is based on the full-price value of the original product you purchased. This may differ from the price of a newer version of the same product currently available in our webshop. Newer Norrøna models may feature upgraded materials and technologies, which can result in a higher price than the original model. Therefore, the Cash Points you receive are based on the original product’s full-price value, not the price of the newer model.
Cash Points are based on the full-price value of the original product you purchased. The price of a newer model available in our webshop may be higher because it has been upgraded with new materials and technologies. For this reason, the Cash Points you receive are based on the original model’s full-price value, rather than the current price of the newer model.
No. Cash Points cannot be exchanged for cash or paid out as a cash amount. They can only be used towards eligible purchases in accordance with the terms of the Norrøna Loyalty Program.
Yes, Norrøna products received as gifts may be covered by our warranty for up to 5 years for production and material defects. To request warranty service, you must provide proof of purchase in your service order before sending the product to us. If you don’t have proof of purchase, you may need to contact the person who gifted you the product to obtain it. This could be a photo of the original receipt or the order number from their Norrøna Loyalty Account.
We always repair first. It's how we help our products last!
If we can't repair the product, what happens next depends on your Return if not reparable selection on the service order:
- No: You'll receive a replacement, either the same model or a newer/similar one.
- No, and no replacement is available: You'll receive Cash Points on your Norrøna account, which you can use in our online and physical stores.
- Yes: We'll send the unrepaired product back to you, so you can keep it.
Paid Repair
If your product is no longer covered under warranty, we offer paid repair services to help extend its lifespan. High-quality products with a long lifespan reduce the need for replacement and help lower overall environmental impact. Norway/Sweden: When sending your product to our Repair Center, please use Posten or Bring with tracked shipping.
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.
Yes, after completing your service order for a repair or warranty claim, you can hand in your product at any official Norrøna store.
Please make sure your garment is clean before bringing it in. Unclean items will be returned to you without being processed.
If you are unsure how to wash your Norrøna product, please refer to our Product Care Guide.
For safety and hygiene reasons, all Norrøna products must be cleaned before being handled by our repair team. Even lightly used garments can carry dirt, oils, or bacteria that aren’t always visible. Washing your Norrøna product helps ensure a safe working environment and allows us to assess and repair it properly.
Please send in your repair/warranty using Posten/Bring whenever possible. We do not receive parcels from PostNord.
Norrøna partners with Posten/Bring, and they provide reliable tracked shipping. We also recommend keeping your tracking number until your repair has been received by our Repair Center.
Unfortunately, we are unable to confirm warranty coverage without valid proof of purchase (such as a receipt or Loyalty Account order number). If you are a Loyalty Member, you may be able to find your order number in your account.
If no proof of purchase is available, we will not be able to process the claim under warranty. However, we can still assess the product and offer a paid repair option if applicable.
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.
A valid repair covers damage or alterations not covered under warranty.
Examples include:
- Products outside the warranty period (5 years for non-Loyalty Members, or 7 years for Loyalty Members with a registered product)
- Accidental rips or tears requiring repair
- Alterations such as shortening pant legs or other fit adjustments
- Repairs caused by normal use and wear over time (e.g., pilling, colour fading, scuff marks, or deterioration caused by body oils, dirt, and repeated use)
You’ll receive an email when your product is queued for repair. For repairs outside the warranty, we’ll send a cost estimate along with a payment link-payment must be received within 7 days.
- If you approve the repair, your item will enter the queue.
- If you reject the repair or payment, the item will be returned to you.
Once the repair is completed, we’ll notify you and ship it back. Shipment tracking will be sent to your email.
If your Norrøna product issue is determined to be partly covered under warranty and partly outside of it, we will split the repair accordingly.
Any faults or damage that fall within our warranty terms (such as manufacturing defects or product failure) will be repaired at no cost to you. However, any damage not covered under warranty—such as accidental damage, wear and tear, or issues like rips, tears, or holes not caused by a product defect—will be treated as a paid repair.
Before proceeding, we will clearly inform you of any applicable costs for the non-warranty portion of the repair, so you can decide how you’d like to move forward.
We do not send a confirmation when your Norrøna product is received. You will be notified once your Norrøna product enters the repair queue and again after it has been assessed by our Repair Center. All updates, including return shipment tracking, will be sent directly to your email.
If your product cannot be repaired and is within the warranty period, you will receive Cash Points equal to the full purchase price, which can be used toward a new purchase. If the product is no longer under warranty, it will be shipped back to you unless you selected “No” for return if not repairable on your service order.
You can find both the model number, production number and color code on the labels attached to your product.
- Model number (Style No.): Located on the care label (washing instructions) and displayed as Style No. 1234-56.
- Production number: Located on the small black Norrøna label sewn into the garment. It consists of six consecutive digits, for example 123456.
- Color code: Located on the care label and displayed as 1234 (Color Name)
These numbers help us identify your product when assisting with warranty claims, repairs, or general product inquiries.
Shipping must be arranged independently unless you deliver it to an official Norrøna store. We recommend using tracked shipping so you can follow your package to our Repair & Warranty Center. After filling out your Service Order, shipping instructions will be sent to your email. Please remember to check your junk or spam folder.
We do our best to repair older products, but spare parts may be limited, and some damage may be too severe for a proper repair. If we can repair your item, replacement parts may not be an exact match. You can email photos to support@norrona.no to check if a repair is possible before sending it in.
To start a repair or warranty claim, please register your claim. Please include a copy of your receipt or your Loyalty Account order number, as this is required for warranty assessment. Without a receipt or order number, a repair fee will apply and we cannot guarantee a free repair.
After registering your claim, please wash your product and place the service order in an accessible pocket of the item. Shipping is handled independently unless you can hand-deliver your Norrøna product to an official Norrøna store.
Repair and warranty timelines vary depending on product type, season, and location. The handling time starts once your product has been received at our Repair and Warranty Center.
Typical processing times:
- Norway: 3–4 weeks
- Germany: 3–4 weeks
- Sweden: 2–3 weeks
- Rest of world: 4–6 weeks
We do our best to meet the following timelines, but please note they may vary depending on location and season.
To keep your Norrøna product performing at its best, always follow the instructions in the Product Care Guide. Regular washing is important because it removes dirt, oils, and residues that can reduce breathability, insulation, and water repellency.
For example, GORE-TEX® products need to be washed periodically to maintain their waterproof and breathable properties. Skipping proper care can lead to faster wear, reduced performance, and premature product failure.
No, we do not provide shipping labels, as our products are sent to our Repair Centers worldwide. Shipping must therefore be arranged independently by the customer. However, if you bring your product to an official Norrøna store, they can ship it to the Repair Center free of charge.
Before sending in your product, you must complete a service order. Once this is done, you will receive instructions on where to send your product by email. Please check your junk or spam folders if you do not see the email, and allow up to 24 hours for it to arrive.
If you experience an issue with your product, you may be eligible for warranty coverage. Our warranty protects against defects in materials and workmanship for both new and used products.
- Loyalty Members receive a 7-year warranty on Norrøna products, provided the product is registered in their Loyalty Account.
- Non-Loyalty Members are eligible for a 5-year warranty if they can provide a physical receipt.
Unfortunately, it is not sufficient to state that the product was bought 2–3 years ago – proof of purchase is required.
Each product requires its own service order. If you’re sending multiple items in one package, make sure a separate service order is included in an easily accessible pocket of each garment.
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.
Repair it yourself
Many common repairs can be completed at home. Visit our Spare Parts page to see if we have what you need. If you can't find the right part, contact our Customer Support team via live chat or email us at support@norrona.no.
Please see the video below to watch our step-by-step guide on how to patch your GORE-TEX® product.
GORE-TEX® patches and other spare parts are available on our website. If you cannot find the part you need online, please contact us at support@norrona.no and include a photo of your product along with the product model/type.
Please see the video below for a step-by-step guide on how to patch your Norrøna down product.
The GORE-TEX® patch is designed to be applied on the inside of your product, so the colour will not be visible during use. For added durability, you can also purchase a clear adhesive patch to apply on the outside of the tear, rip, or hole for extra protection.
We do our best to repair older products, but spare parts may be limited, and some damage may be too severe for a proper repair. If we can repair your item, replacement parts may not be an exact match. You can email photos to support@norrona.no to check if a repair is possible before sending it in.
To keep your Norrøna product performing at its best, always follow the instructions in the Product Care Guide. Regular washing is important because it removes dirt, oils, and residues that can reduce breathability, insulation, and water repellency.
For example, GORE-TEX® products need to be washed periodically to maintain their waterproof and breathable properties. Skipping proper care can lead to faster wear, reduced performance, and premature product failure.
Please see the video below for a step-by-step guide on how to fix the zipper on your Norrøna product.
