Return and exchange policy
Delivery
We ship physical products within Denmark. Shipping physical products to the rest of the EU is temporarily on hold due to the new EU packaging regulations. If you'd like delivery to an EU country, please feel free to get in touch – we'll find a solution.
We ship with GLS and DAO. The shipping cost is calculated at checkout based on the parcel's weight. Within Denmark, we offer free shipping on orders over 500 kr.
Digital products
Digital products, including PDF patterns, can be purchased directly in the webshop by customers within the EU. Customers outside the EU can buy our digital patterns via Ravelry.
Digital products are delivered via a download link once payment has been completed. No physical item is sent, so no shipping is charged on digital products. If you purchase both physical and digital products in the same order, the digital products are delivered electronically, while the physical products are sent with shipping.
Digital PDF patterns cannot be returned. By purchasing digital products, you accept that your right of cancellation lapses once the download link has been made available.
If there are any technical issues with the download link or the file, you can contact us at support@nonnanonna.dk, and we'll help resolve the issue.
Returns
You have a 14-day right of cancellation on physical items purchased in the webshop. The deadline is calculated from the day you receive your order.
If you'd like to return an item, please contact us before sending it back. Email support@nonnanonna.dk with your order number, full name and which items you'd like to return.
Items must be returned in the same condition as they were received. The buyer is responsible for return shipping costs. You can either arrange return shipping yourself, or we can help with a return label. If we create a return label for you, the return shipping cost will be deducted from your refund.
We recommend sending your return parcel with tracking, as you as the buyer are responsible for the item until it has been received by us. We do not refund items lost in transit during return shipping.
Returns should be sent to the following address:
Nonna ApS
Anders Henriksens Gade 6
2300 København S
Denmark
Once we've received and inspected the returned item, we'll refund the amount to the same payment method used for the purchase.
Exchanges
If you'd like to exchange an item for a different colour, quality or variant, please contact us first at support@nonnanonna.dk.
Exchanges are generally handled by you returning the original item and then placing a new order in the webshop.
For exchanges, the customer covers the return shipping cost, unless the exchange is due to an error on our part.
Complaints and faults
If you've received an incorrect or damaged item, please contact us at support@nonnanonna.dk. Please note your order number and feel free to attach photos of the item and packaging.
If it is a valid complaint or an error on our part, we'll of course arrange a solution. This could include an exchange, a refund, or a return by further agreement.