FREE delivery over £85

FAQs

Click on the link you require assistance with to see answers to FAQs:

 

Delivery

  • How long will my order take to deliver?

UK standard deliveries are made using the Royal Mail and usually take a maximum of three days. For times for all delivery options please see our delivery page here

  • Can I change the delivery address on my order?

Unfortunately, we are unable to change the delivery address on an order once it has been dispatched.

  • My order has been returned to sender. What happens now?

If your order is returned to our warehouse as "undelivered" it will be cancelled and returned to stock. You will be issued with a full refund within 14 days of us receiving the order back.

This applies to all orders including any order where the delivery address is incomplete or invalid.

An undelivered order will not be re-shipped, if the items are still required you will need to place a new order.

You will be notified by email that you have been refunded for an undelivered order. If you suspect your order has been returned as undelivered and you have not had confirmation of your refund after 30 days please contact our customer services here

  • Do I have to pay customs charges if I order from outside the European Union?

Customers outside the European Union may have to pay import duty or customs charges. If this is the case, your delivery may be delayed until any charges are paid. Any import or custom charges are the responsibility of the customer. NORRGEAR is unable to offer any assistance dealing with customs.

Unfortunately, NORRGEAR cannot offer a refund for any order that has not been claimed from customs. If you are ordering from outside the EU, we strongly advise you first check and understand the import requirements for the country you are ordering from before placing your order.

 

Notifications

  • Will I be notified that my order has been placed?

Yes, you will be sent an email confirmation once your order is placed.

  • Will I be notified that my order has been dispatched?

Yes, you will be sent an email confirmation once your order is dispatched. 

 

Ordering

  • Do I need to create an account to order?

No, you can checkout as a guest if this is more convenient.

  • At what stage is the cost of the order charged against my card?

Your payment will be taken at the point of purchase when you pay at checkout. Depending on the payment option you select, your card may be charged after the point of purchase. 

  •  Can I change my order?

Unfortunately, an order cannot be changed once payment is made. You can however return an order, or place a new order if you wish to add to your original order.

 

Payment

  • What payment methods can I use?

Amazon Pay, Google Pay, American Express, Maestro, Mastercard, Paypal, Shopify Pay and VISA.

  • Is payment secure?

Yes, shopping on norrgear.com is secure as our site uses state-of-the-art SSL encryption technology.

 

Promotions

  • How do I use a promo code?

A promotion code must be applied in your basket at checkout. The value of your basket will then be recalculated factoring in the deduction offered by the promotion code. A promotion code cannot be retro-actively applied once an order has been made.

  • Can I add more than one promo code at checkout?

Unfortunately, this is not possible. 

  • Do you offer bulk and B2B discounts?

Yes, before placing your order please contact our customer services here

  • Do you offer a discount for active military, veterans, law enforcement officers and first responders?

Yes, before placing your order please contact our customer services here

 

Returns

  • Can I return an item?

Yes, you can return an item for a refund or exchange within 30 days of purchase for whatever reason.

  • Why will a return or exchange be disapproved?

If a return or exchange has been used, is not in its original condition or packaging, is returned/ exchanged by a third party who is not the original purchaser, and/ or has been returned after 30 days from the date of purchase. An exchange will be disapproved if it is not for a like-for-like item.

  • I have made a return, how long will it take to process my return?

Upon receipt of your return, we will process your return. We aim to process all returns as quickly as possible.  Please allow up to 14 days for a return to be processed.

  • How long will it take to process my refund?

We aim to process a refund within 14 days from the day of receipt of the returned item. A refund will be credited to the original payment method. Please allow up to 14 days for a refund to appear in your account.

  • How much does it costs to make a return?

The costs for a return will depend on the service provider you select. For high value returns we strongly recommend you use a tracked or recorded service as we cannot guarantee any return shipping.

  • What should I do if there is a refund error? 
When a refund is processed, we take into account any promotion code and delivery cost deductions applied to the original purchase price. If you think that an error has been made in your refund please contact our customer services here

 

Warranty

  • What is normal use for the purposes of the 1-Year glove and mitten warranty?

Normal use is what occurs during everyday use of a snow glove or ski mitten, in the way it was intended to be used.

  • What is normal wear and tear for the purposes of the 1-Year glove and mitten warranty? 

    Normal wear and tear refers to gradual damage that you would expect to see in a ski glove or snow mitten over time. For example, small marks or aging when a snowboard mitten is used with care and proper care. Damage caused to a snow mitten from being caught in a snowmobile inner drive wheel and track pitch driver is an example of non-normal wear and tear. 

    • Does the warranty cover a defect in a leather ski glove, snow mitten or overmitt?

      Yes! The limited manufacturer's warranty does not cover a glove liner purchased separately or a sample. 

      • What is improper care for the purposes of the glove and mitten warranty?

        Improper care means any treatment or cleaning of a ski glove or snow mitten which damages the product. For example, pre-warming a snowboard mitten in a microwave before waxing, or placing the mitten in water for an excessive period to soften it up. For waxing and caring for leather gloves, Nixwax is recommend and inexpensive.  

        •  Can I claim warranty cover for a pair of ski gloves or mittens I did not directly buy?

          No, unfortunately for the purposes of the limited 1-Year manufacturer's warranty offered by NORRGEAR on all snow gloves and mittens, you are considered a third party. If someone bought the gloves for you as a gift please ask that person to claim the warranty on your behalf. 

           

           

           

           

           

           

           

           

           

           

           

           

           

           

          For suggested gloves for different locations see

          For suggested gloves, if your planning a trip to any UK nature walks, coastal paths, national parks, mountains, hills or areas of natural beauty, beginning with letters A to L (see here) and L to Z (see here)