FREQUENTLY ASKED QUESTIONS
1. HOW CAN I PAY IN THE ONLINE STORE?
We use Klarna as our payment solution. You can pay with any VISA/Mastercard you like.
We also offer PayPal as a payment option.
My payment through Klarna was declied.
Klarna has the right to decline payments through their service.
You can read more about why you payment could have been declined here: Declined payment.
You can also contact Klarna directly here: Customer service | Klarna International
Or try to pay though PayPal.
I can’t pay with my credit card, what do I do?
Check that you have coverage on your card. You can also try to pay with another card. If there still is problems with the card, we recommend to contact your bank or use our other payment solutions such as PayPal.
If you still have problems, send an e-mail to us helpdesk@dale.no
2. WHERE DO I ENTER A DISCOUNT CODE?
In the Shopping cart, under the overview of the products, it says teh following: "Add discount coupon". Click on it and the discount code field will be visible. Once the code has been entered, press "Add" and the discount will be visible together with the sum of the items.
3. INVALID DISCOUNT CODE?
Some discount codes do not work with all products, it may be set to not be applicable to already discounted items.
Also make sure that there is no "space" before or after the discount code itself.
4. WHEN DO I RECEIVE THE ORDER CONFRIMATION?Order confirmation is sent by e-mail shortly after the purchase is completed. It may happen that the order confirmation did not go through the spam filter in your email, and the order confirmation may therefore end up in spamfolder. So take a look there too.
5. I HAVE NOT RECEIVED MY ORDER, BUT MY CARD HAS BEEN CHARGED. WHAT DO I DO?
When you pay by credit card, the amount is reserved on the card. The amount is deducted from your account only when the item is sent from our warehouse.
6. I HAVE NOT RECEIVED AN ORDER CONFIRMATION, BUT MY CARD HAS BEEN CHARGED. wHAT DO I DO?
Reservation of the purchase amount also applies here.
If there is a system error, and the order has not been registered in our system, Klarna will contact you and inform you about a refund of the amount deducted / reserved.
Feel free to contact us via email at helpdesk@dale.no and we will help you.
1. Return policy
Dale of Norway offer 30 days free returns if the garments have not been used.
2. Do you offer free returns?Yes, Dale of Norway offers free return.
3. I want to return an item, how do I do?Please fill in our return form here: Return form.
Follow the steps below:
- Add your name
- Add your e-mail address
- Add your order number
- Add the product number/product name that you want to return
- Specify the reason for the return
- Send the return form
Once we have received the return form, you will get an e-mail from us with the return labels and instructions on how to send the items back.
4. EXCHANGE TO A DIFFERENT SIZE OR PRODUCT.
We do not have to option to exchange a purchase.
If you return a product, it will be refunded, and you will have to purchase the new produt yourself.
5. I have received the wrong item, what do I do?
No worries, send an e-mail together with your order number to helpdesk@dale.no and we will help to sort it out.
6. An item is missing in my package, what do I do?
Send an e-mail to helpdesk@dale.no together with your order number and let us know which item is missing and we will help you.
Do you ship world wide?
Yes. We ship to all countries around the world. If a country is missing, send an e-mail to helpdesk@dale.no.
When can I expect my delivery?
We have about 3-5 days delivery.
Do you offer free shipping?No, the shipping cost is 12 CAD.
I want the order shipped to a different adress than my own. How?
Once you have clicked on "go to checkout" from the shopping cart, you have the opportunity to change the Delivery Address after you have entered your information.
I have not received my items, can I track my parcel?You should have received an email with a tracking link when the package is sent from our warehouse. It may have been intercepted by your spam filter, so if you have not received it, check there.
If you do not find it, you can contact us at Kundeservice.
When do I receive my refund?
Once we have processed the return, the payment provider provides for a refund. The refund will be made within 7-14 business days after we have notified the customers of the refund.
Has my package been returned?
Send us an e-mail with your order number to helpdesk@dale.no and we will help you.
How are Dale of Norway’s sizes?
We offer standard sizes and if you are unsure of your size, you can find our size chart here: Size chart
Are Dale of Norway’s products made in 100% wool?
We use wool in all our garments, with a few exceptions. Our garments are mainly made with 100% wool. In order to make garments for different seasons and weather, the wool must be mixed with different additional materials to get the right breathability and function. Material information is specified on each garment.
If you do not find the information you are looking for about our garments, send us an email to Customer Service and we will help you.
Where does the wool come from?
Our 100% light weight wool mostly comes from South of America.
Our 100% Merino wool mainly comes from South America and New Zeeland.
Our 100% Norwegian wool comes from Norway.
You can read more about our wool qualities here: Our wool family
What does "micron" mean?
Micron is the thickness of the yarn, the higher micron the thicker the product gets.
What does "PLY" mean?
Ply defines how many strands are twisted together in a yarn. 3 ply yarn, for example, is composed of three single strands. In most cases the higher the number of strands, the thicker the yarn will be.
What does "Gauge" mean?
Gauge is defined by the number of knitting needles per inch used in the production of the garment. High gauge indicates many thin knitting needles. This provides for light-knit garments with corresponding many, small stitches. Low gauge indicates fewer and larger knitting needles. This provides for heavy-knit garments with fewer and larger stitches. Our lightest garments have 22 knitting needles per inch (22 gauge), while our chunkiest have only 5 knitting needles (5 gauge) per inch.
How do I wash and dry my wool garments?
For more information on how to take care of your wool products, see our guide here:
Where can I find more information about wool?
More information about the unique properties of wool can be found here:
What are the different types of wool, and what does it mean?
More information on the different types of wool can be found here:
Do you have patterns to knit Dale of Norway products ourself?
No, unfortunately we do not.
In 2014, House of Yarn took over the production of, and the brand "Dale Garn".
So if you are looking for knitting patterns, or yarn from "Dale Garn", then you need to go here:
Dale Garn | House of Yarn | Størst på inspirasjon, design, og garn!
Contact them by email: kundeservice@dalegarn.no
Or by phone: +47 51612200