Refund and Return

You have a legal right under EU Directive 2011/83/EU and the Danish Forbrugeraftaleloven to withdraw from your purchase within 14 days without giving a reason. The 14 days begin on the day you, or someone you have nominated, take physical possession of the goods. For orders containing multiple items delivered separately, the period begins on the day the last item is received.

To withdraw, you must inform us of your decision by a clear statement before the 14-day period expires. You may:

• email info@norynn.eu with your order number and the items you wish to return; or
• use the standard withdrawal form at the bottom of this page.

To meet the withdrawal deadline, it is enough to send your notification before the 14 days end.

If you change your mind before the order has been dispatched, please email us as soon as possible and we will do our best to stop the parcel and refund you directly — without any return shipping. Once the parcel has been handed to the carrier, the standard withdrawal procedure applies.

After you notify us of your decision to withdraw, please return the goods without undue delay and in any event within 14 days of that notification. The deadline is met if you send the goods back before the 14 days end.

We will send you the return address by email once we receive your withdrawal notice.

Please pack the items carefully and, where possible, reuse the original packaging. We recommend using a tracked service — you are responsible for the goods until they reach us.

The cost of returning the goods is paid by you. This is stated here in advance as required by Article 14(1) of Directive 2011/83/EU. The only exception is defective items, in which case we reimburse the return shipping — see section 9 below.

You may handle the goods to establish their nature, characteristics and functioning — in the same way you could in a physical shop. Beyond that, please keep the items clean, unworn and with any tags or hygiene seals intact.

If the returned item shows signs of use beyond that reasonable handling — for example, noticeable wear, soiling, perfume or smoke, stretching, or damage — we may deduct an amount from your refund to reflect the diminished value of the goods, in line with Article 14(2) of Directive 2011/83/EU.

Once we receive the goods (or proof that you have sent them back, whichever is earlier) we will refund you within 14 days. The refund includes the price of the returned items and, where you return the entire order, the original standard delivery cost. Any surcharge for a premium or faster delivery option is not refunded.

Refunds are issued to the same payment method you used for the order. Depending on your bank and card provider, Stripe refunds typically appear in your account within 5–10 business days.

We may withhold the refund until we have received the returned goods or you have supplied proof of sending them back.

Items made to your specifications or clearly personalised — for example, custom sizes, monograms, initials or bespoke patterns — are excluded from the 14-day right of withdrawal under Article 16(c) of Directive 2011/83/EU. Such items are identified as custom on the product page before you place the order.

Where we are able to, we may at our discretion still accept a return on a goodwill basis — please contact us to discuss. This does not affect your statutory rights under the 2-year legal guarantee of conformity (see section 9).

Under the Danish Købeloven and EU Directive 2019/771 you benefit from a legal guarantee of conformity of two (2) years from delivery. If your NORYNN item turns out to be defective or not as described, you have the right to a remedy at no cost to you.

Available remedies, in order:

• repair or replacement;
• a proportionate price reduction or termination of the contract with a refund, if repair or replacement is not possible or not completed within a reasonable time.

For any complaint brought within the first twelve (12) months after delivery, a defect is presumed to have existed at the time of delivery unless we can show otherwise.

Please note that the characteristics described in section 8 of our Terms and Conditions — natural fibre variation, handmade tolerances, initial pilling — are inherent to handmade knitwear and are not defects. Damage caused by washing, drying or storage contrary to the care label is also not covered.

Please write to info@norynn.eu within a reasonable time after you discover the defect, describing the issue and attaching photographs. We will respond with next steps, typically a prepaid return label. If the item is confirmed to be defective, you will not bear the cost of returning it.

If we cannot resolve a complaint directly, you may file it with the Danish Consumer Complaints Board:

Center for Klageløsning / Forbrugerklagenævnet
Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark
naevneneshus.dk

Minimum complaint value: DKK 790 for clothing, footwear and textiles (DKK 1,220 for other goods). A filing fee of DKK 400 applies and is refunded if your complaint is upheld.

(Complete and return this form only if you wish to withdraw from the contract. You may also send the same information by email to info@norynn.eu.)

Questions about a return or a claim? Please write to info@norynn.eu with your order number and we will get back to you as soon as we can.