frequently asked
questions

 

SHIPPING & DELIVERY

 
What Shipping Services Are Available In The UK?

We send our mainland UK orders out with our courier DPD. In some circumstances we may have to send the order by Royal Mail. All orders are sent tracked and signed for your own security. If you have any questions about postage please give us a ring at 0131 552 3000

 
Do You Ship Worldwide?

We're able to ship most of our items to a wide range of countries. For obvious reasons we can't ship Reindeer Hides or gas canisters abroad. If you place your order as normal on the website we will do our utmost to find the best quote we can to ship your order safely and securely.

 
Who Do Nordic Outdoor Use for Shipping?

The vast majority of our products are sent out using our courier DPD. Occasionally for international orders we will use Royal mail and several other reputable services. When sending out a parcel we make it a point to where possible only select services with a track and sign service. This gives both you and us a bit of peace of mind over the order!

 
Do You Offer Next Day Delivery?

If you require your order quicker we offer a fully trackable Next Working Day Service which offers email and SMS updates. This service is available for £3.95 for orders over £80 and £7.95 for orders under £80. Please note that to qualify for Next Working Day Delivery your order must be placed by 11am Monday-Friday. The Next Day Premium Service is available only to the UK Mainland and excludes orders placed to the Highlands and Islands.

 
If I live nearby one of your stores, can I collect my order in store?

If you live nearby our stores you can usually pop by and pick up your order. Get in touch with us first to check if the stock is in that store at 0131 552 3000. You will need a valid form of ID to do this

 

SHOPPING WITH NORDIC OUTDOOR

 
Do You Have a Size Chart?

Yes we aim to have size guides uploaded for all of our major brands. You can find them here! Whilst we aim to make these as accurate as possible we encourage you to get in touch directly if you would like specific measurements on any of our stock items. Our team is always happy to help you get the size you need and can be reached via email at customer_services@nordicdev.co.uk or via phone one 0131 552 3000

 
I've Found The Product I Want But You Don't Have My Size?

We're glad to hear you found a product you love the look of! If your size isn't showing don't panic. Please give us a call on 0131 552 3000 or send us an email at customer_services@nordicdev.co.uk. We may be able to special order the item in for you or alternatively it may be coming back into stock in the not too distant future. If all else fails we'll happily talk you through our stock and help you find an alternative item that will work just as well for you.

 
I've Seen a Product Online, Will You Have This In-Store?

If we have a product online there is no guarantee that it will be in your local store. We have 5 shops in the UK and the stock among them varies to a degree so we always recommend ringing to check stock levels for each store. You can call our head office at 0131 552 3000.

 
I've Seen Something Advertised But Cannot Find It Online?

IIf it's a brand we stock but a product we don't we are always happy to look into special ordering a product for you. To enquire about special ordering an item simply ask the shop manager or email customer_services@nordicdev.co.uk and we'll be happy to check out stock for you. All special orders require payment up front and as they aren't part of our regular stock we would be unable to accept a return or an exchange on the item.

 
Can You Give Me Any More Information On a Product?

Always! We love talking about our products and if it's something we stock then we'll happily give you more information. Our staff in store and at our head office will be able to talk to you about our experiences with the product and the technical specifications. You can send your questions to customer_services@nordicdev.co.uk or give us a phone at 0131 552 3000.

 

In-Store Returns

 
What Is Your In-Store Returns Policy?

Up to 14 days after making a purchase in our store you can return the item for store credit or an exchange. In the rare event that the item is faulty then submit a photo and description of the damage to customer_services@nordicdev.co.uk and await a response from our dedicated team.

 
Can I Return Items Purchased Online To One Of Your Stores?

We try and encourage our customers to use our returns form on the website to return their online orders. We cannot issue refunds for online orders in store and so we will need to issue your refund online to the card you used to place the order. You can arrange to drop your item off to one of our stores and pick up your exchange in store if relevant but only after submitting a returns form and speaking to a member of our head office staff at 0131 552 3000.

 

ONLINE RETURNS

 
How Do I Return Items Bought Online?

To return an item you have purchased online you must notify us within 14 days of receiving the item. You have 14 days after this notification in which to get the item posted back to us. On our website you will find a returns form. Simply fill this out to let us know you want to return your order. Postage instructions will be sent to you as soon as we receive this. All returns need to be posted back to our head office address, after which we aim to process your refund or exchange within 5 working days.

 
Where Do I Send Online Returns?

Online returns need to be sent to our head office at

 

Nordic Outdoor

225 Granton Road

Edinburgh

EH5 1HD

 

Please include a copy of your invoice with a note stating whether you would like an exchange or a refund.

 
Is Returns Shipping Paid?

Unfortunately we do not currently offer a returns label service and the cost for postage of returned items is the responsibility of the person returning it.

 

MY ORDER

 
Where Is My Order?

We take special care to only select shipping services which include tracking information. If you have not received this yet don't panic! Please note that if your order was not placed before 11:00am then it may have missed the courier collection time for that day. If you have any further questions please contact info@nordicdev.co.uk and we'll be happy to help.

 
Can I Cancel My Order?

If you do change your mind then get in contact with us as soon as possible! If the order has not been collected yet we will be able to cancel it and refund you. If the order has already left then unfortunately you will need to fill out our returns form located here upon receipt of the items.

 
Can I Change Or Add Items To My Order?

If you have made an order and something else catches your eye then definitely ring us at0131 552 3000 or email us at info@nordicdev.co.uk with your order details. If the order hasn't left our store we should be able to add items to the order and/or change items and issue a payment link for the difference.

 
You've Sent Me The Wrong Item

Oh No! Your package has arrived with the wrong item! Unfortunately rarely mistakes can happen. If this happens to you get in touch with our head office at 0131 552 3000 or email customer_services@nordicdev.co.uk and we will fix the problem as soon as possible.

 
Part Of My Order Is Missing

If you open your parcel and find an item missing there could be a number of answers. Occasionally due to stock levels we will need to complete an order by sending out parcels from two or more of our stores. If this happens you may receive your items separately but you should always be provided with tracking for both. If this isn't the case then get in touch with Nordic Outdoor head office at 0131 552 3000 and we will find out what has happened and rectify the situation.

 
The Item I Received Is Faulty

If you have received an item and you perceive it to be faulty then take a photo of the damage immediately. Send the photo as well as a description of the problem to customer_services@nordicdev.co.uk where one of our team will work on getting the situation remedied for you.

 

PAYMENT & SECURITY

 
What Methods Of Payments Can I Use?

We accept Visa, Mastercard and American Express for our online orders. You can also pay by PayPal. Gift Cards bought in our stores can be used for online orders as well. To do this all you need to do is send us an email detailing the products you would like with the gift card number and we will organise the order for you!

 
What Is Geo-Trust Secured?

Geo-Trust Secured is a security certificate available to websites based on the security of their site. When you see the GeoTrust Secured Seal on a website you can rest assured that you and your data will be protected when using that site.

 
Can I Use a Gift Voucher Online?

Gift Cards bought in our stores can be used for online orders as well. To do this all you need to do is send us an email detailing the products you would like with the gift card number and we will organise the order for you!

 
 

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