Widerrufsrecht
We hope you’re happy with your purchase, but if something isn’t right you can return or exchange it.
The process depends on whether you bought your item online or in one of our stores. You’ll find the details below.
Returning an online order
If you bought your item online and would like to return it, please let us know within 14 days of receiving your order.
Once you have notified us that you would like to return your order, you then have a further 14 days to send the item back to us.
To get started, register your return using our online returns portal:
The returns portal will guide you through the next steps.
Condition of returned items
Items returned because you have changed your mind should be returned in their original condition, with tags and original packaging where applicable.
You can inspect or try an item on as you would in a shop. However, we may reduce the amount refunded if an item has been used, damaged or handled more than is reasonably necessary to decide whether you want to keep it.
Return postage
For unwanted items, you are responsible for the cost of returning the goods to us. Please package your return securely to ensure no damage during transit.
When using our returns portal you are provided with the option to purchase a returns label via DPD with the price being removed from any final refund.
Should you wish to return your parcel using another method then we recommend using an appropriate tracked or insured postal service, as you are responsible for the parcel until it reaches us.
Where to send your return
Unless the returns portal tells you otherwise, online returns should be sent to:
Nordic Outdoor Ltd
The Old Church Hall
225 Granton Road
Edinburgh
EH5 1HD
Refunds
Once your return reaches us, we aim to process your refund within five working days.
Refunds for online purchases are made through the original online order and cannot be issued at a store till.
Once we have processed your refund, the time it takes to appear in your account may vary depending on your payment provider.
Original delivery charges
If you cancel and return your full online order within the applicable cancellation period, any refund of your original delivery charge will be handled in accordance with your statutory rights.
If you selected a more expensive delivery service than our standard option, any refund of the delivery charge may be limited to the cost of our standard delivery service.
Exchanges
If you would prefer an exchange rather than a refund, select the appropriate option when registering your return.
If the replacement item is unavailable, we will contact you to discuss the available options.
Returning an online order to a store
If you would like to return an online purchase to one of our stores, please register the return first and contact our team before visiting.
Our stores cannot currently issue refunds for online purchases directly at the till. The refund will be processed against your original online order.
Phone: 0131 552 3000
Email: customer_services@nordicoutdoor.co.uk
Faulty items
If you believe an item is faulty or not fit for purpose, please contact us before returning it.
Email customer_services@nordicoutdoor.co.uk with photographs and a description of the problem, along with your order details, and a member of the team will advise you on the next steps.
Goods returned for assessment should be clean and dry where possible.
If an item is confirmed as faulty, we will arrange an appropriate repair, replacement or refund depending on the circumstances.
This does not affect your statutory rights.
Items damaged in transit
If your parcel or an item inside it has been damaged during delivery, please contact us as soon as possible.
Where an item is confirmed as damaged in transit, we will arrange a replacement at no additional delivery cost or provide an appropriate refund.
Email: customer_services@nordicoutdoor.co.uk
Phone: 0131 552 3000
Received the wrong item?
If we have sent you something different from what you ordered, please contact us and we will arrange the next steps.
Where an item has been supplied incorrectly by us, we will cover the reasonable cost of returning it and arrange either a replacement or refund as appropriate.
Email: customer_services@nordicoutdoor.co.uk
Phone: 0131 552 3000
Ordered the wrong item?
If you have ordered the wrong product, size or colour, you can return it using the normal online returns process above.
You will be responsible for the cost of returning the item to us.
Returns for purchases made in store
We offer a refund for items returned within 14 days of purchase. Items returned after 14 days but within 28 days can be exchanged or returned for a credit note.
All returns must be accompanied by the original receipt. Items must be unworn, in their original condition and have all tags attached.
This policy does not affect your statutory rights.
Cancelling an order before dispatch
If you have changed your mind and your order has not yet been collected by the courier, contact us as soon as possible and we may be able to cancel it before dispatch.
If your order has already been dispatched, wait until it arrives and then register your return using the online returns portal.
Need help with a return?
For standard online returns, please use our returns portal:
For faulty, damaged or incorrectly supplied items, or if you need help with the process, contact our customer service team:
Phone: 0131 552 3000
Email: customer_services@nordicoutdoor.co.uk