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.
CAN I EXCHANGE AN ITEM?
We do not do direct exchanges. If you'd like a different size or color, please return the item(s) to us for a refund and place a new order.
CAN I RETURN AN ITEM?
If you change your mind, you can return your product within 30 days of shipment.
Free return: To get a pre-paid shipping label, the return must be registered online prior to shipping it to us.
HOW DO I RETURN AN ITEM?
Purchases made from our online store can only be returned via our online return process:
- To initiate the return process:
- Use the link “Register a return from this order” in our order confirmation email. If you can’t find your confirmation email, you can access the online return process by creating a customer Please refer to section c) below.
- If you have a customer account, you can log in to your customer account and go to your order.
- You can use this link to create a new customer account. Please note that you need to submit the same email address as originally used for your purchase.
- Choose the item(s) you wish to return and fill in your details.
- When the return form is completed, we will send you a return confirmation email. Print the pre-paid return label and the waybill attached.
- You can reuse the original packaging received from us. Properly seal the package and stick the pre-paid return label on the outside of the parcel. Make sure to cover the original shipping label if using the original packaging. Please note that if you return the item(s) without the pre-paid return label and without using DHL as a courier, it will be at your expense and at your own risk.
- Deliver the package and the waybill to a DHL delivery point, or you can order a DHL pickup. (Information on how to do this will be provided in the return confirmation email sent to you).
Once your return is inspected and accepted by our quality inspector, we will release your refund.
WHAT DO I GET REFUNDED?
Once your return is inspected and accepted by us, we will refund your order and shipment cost to your original form of payment. Please note that we do not refund any taxes or duty paid.
If you are returning part of an order, you will be refunded the cost of those goods only. Shipment cost will not be refunded.
WHEN DO I GET MY REFUND?
When we have inspected and accepted your return, it can take up to 14 days before the refund is visible on your account.
AN ITEM IS MISSING, WHAT DO I DO?
Please send us an email at helpdesk@dale.no with your order number in the subject line, and we will help you out.
THE ITEM IS NOT WHAT I ORDERED, WHAT DO I DO?
Please send us an email at helpdesk@dale.no with your order number in the subject line, and we will help you out.
I'VE RECEIVED A FAULTY ITEM. WHAT DO I DO?
Please send us an email at helpdesk@dale.no with your order number in the subject line, and we will help you out.
- To initiate the return process:
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.
Will I have to pay additional import fees or duties when shipping to Canada from Norway?
No. We ship using a Delivered Duty Paid (DDP) service, which means all import duties, taxes, and customs fees are covered in advance by us. As a result, you won’t have to pay any extra charges upon delivery. Normally, Canadian Customs may apply taxes and duties on orders above the low de minimis threshold (often $20 CAD for shipments outside the U.S. or Mexico), but under DDP, these costs are already included in your final checkout price.
For more information about Canada’s import regulations, please visit the Border Services Agency (CBSA) website.
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.
Why are Dale of Norway products expensive?
We have great respect for the high price tag. Dale of Norway has had continuous production in Norway for over 140 years.
With production in Norway, we are in control of the work environment and the compliance of health and safety protocols (HSE). Classic issues seemingly sticked to production in developing countries, such as exploitation of workers, dangerous working environments and polluting emissions are thus avoided.
In a company that focuses on premium quality at all stages, highly skilled employees are not only valued, but a necessity. We have full control over quality, working conditions and the environmental impact of producing in Norway. We have a relentless focus on premium quality in smaller volumes.
The lifespan of our products is as important as elegant, timeless designs. Garments you’re truly fond of are better taken care of. And should they still be damaged, you would rather repair them than throw them away. By securing these values and delivering on our promises to our customers, reflects the price of the work and quality of the garments. We feel confident that what we offer is of good value.
Where are the Dale of Norway products made?
Our sweaters, jackets, and accessories are knitted at our factory in Norway. However, our Base Layer garments, Superfine garments, and socks require specialized machinery. Thus, our Base Layer garments are produced in China, our Superfine garments are produced in Poland, and our socks are made in Finland.
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