Shipping and Payment

Shopping Information

All orders are traceable via a tracking link provided in your shipping confirmation email. You can also track your order here.

For customer care, please reach out via our chat or email us at care@theproduct.no and we’ll get back to you as soon as we can, normally within one working day.

Shipping

All orders are shipped from our warehouse in Oslo, Norway. Depending on your country you have one or more of the following delivery options to choose from:

STANDARD DELIVERY

Standard delivery is available in all Nordic countries and EU countries, as well as the UK. The standard delivery service is provided via international or local carriers. 

Usually, orders are delivered to the door. If the carrier is unable to deliver the parcel, it will either be taken to a service point for pickup, or a second delivery attempt is made the day after. A change of delivery method may be available when the parcel has been dispatched, depending on your location and selected shipping option. For example, you might be able to choose to have the parcel delivered straight to a service point or neighbor, left in a safe place, or select a different day of delivery.

Please note that parcels are commonly delivered during the day. Therefore we recommend having the parcel shipped to your work address if applicable to you.

EXPRESS DELIVERY

Express shipping is always carried out via air freight, meaning it is both more expensive and has a considerably larger environmental impact than standard shipping has. We hence recommend that you use the standard delivery option when available. 

Usually, orders are delivered to the door. If the carrier is unable to deliver the parcel, it will either be taken to a service point for pickup, or a second delivery attempt is made the day after. A change of delivery method may be available when the parcel has been dispatched, depending on your location and selected shipping option. For example, you might be able to choose to have the parcel delivered straight to a service point or neighbor, left in a safe place, or select a different day of delivery.

Please note that parcels are commonly delivered during the day. Therefore we recommend having the parcel shipped to your work address if applicable to you.

FREE SHIPPING

Free shipping is determined at checkout, based on the order price, campaigns, and potential promotion codes. For details on what the order minimum to access free shipping is in your country, please see the shopping information above.

TRACKING

We use tracked shipping methods only. A shipping notification email is sent out once the parcel has been dispatched from the warehouse in Oslo. Through the link provided in the notification, you can follow your order during transit. In areas where last-mile delivery is carried out in collaboration with the local postal service, the tracking information is first available when the parcel has reached the delivery country. Therefore, it may take up to 3 working days for the tracking status to appear.

INSURANCE

The Product insures each purchase from the time it enters transit until it is delivered to you. All orders require a signature upon delivery, at which point the receiver becomes responsible for the shipment. When a recipient other than yourself is specified for delivery purposes, you also accept that the third party’s signature is sufficient proof of delivery and fulfilment by The Product.

If you allow the carrier to leave the parcel outside your front door without a receiver’s signature, The Product does not take responsibility for the delivery.

TAXES AND DUTIES

Within the European Union, the United Kingdom, the United States, Norway and Switzerland, orders are shipped on Delivery Duty Paid (DDP) basis, meaning that all taxes and duties are included in the order price. Please note that for the United States orders above $800 will be subject to additional duties payable to your local authorities on the receipt of your delivery.

Outside the European Union (except the US, UK, Norway and Switzerland), orders are shipped on a Delivery Duty Unpaid (DDU) basis, meaning that all taxes and duties are excluded from the order price. A DDU order may therefore be subjected to local taxes and import duties levied by the local customs authority, or the used shipping carrier. We are, unfortunately, unable to calculate the exact cost of taxes and duties your order might incur, as these charges are imposed directly by the destination country. The Product does not cover any such taxes, duties, or related charges. The Product does not cover taxes and duties incurred on refused or unclaimed packages.

Returns & Exchanges

Fees for returns can be found in the Shopping Information section.

Returns must be shipped or postmarked within 30 days of being received. Returned goods should not have been used and needs to be returned in resellable condition with all original packaging intact. Return items can either be exchanged or refunded.

For orders within the EU, Norway, US and UK:

To provide the best possible experience The Product offers free exchanges. Shipping both ways (inbound returns and outgoing exchanges) are covered by The Product. This means you can try our garments and find the right size without any risk. In case of returns, the full item value excluding a small return fee will be refunded.

For orders outside the EU, Norway, US and UK:

You will have to cover the return shipping yourself. However, The Product will cover the shipping of any replacement items in case of exchanges. In case of returns, the total item value is refunded. To avoid any taxes or import duties that may apply when returning goods, mark the parcel “RETURNED GOODS” and with a total value of €10.

RETURNING YOUR PURCHASE

To request a return, simply go to the return page and sign in with your e-mail address and order number. Select the item(s) you wish to return, and then between receiving a refund or an exchange item. If you experience any issues or defects with your garment, please file a complaint. Once the return registration is completed, you receive an email containing further country-specific instructions on how to return the parcel.

EXCHANGES

You can exchange any item for the same style in another color or size, as long as it is in stock. If you wish to exchange for a different style, we kindly ask you to return the item for a refund and place a separate order for the new garment.

Replacement items are shipped within two workdays from when you register your return online, regardless of when your return items arrive at the warehouse. If return items are not sent back to the warehouse, customers have to recompense for them.

REFUNDS

If you opt not to proceed with an item exchange, you are welcome to initiate a return for a refund. The complete purchase price of all items will be reimbursed and in case of full order returns, initial shipping fees are reimbursed. However, please note that any applicable customs duties and sales taxes are not included in the refund. Return shipping costs are detailed under returns and exchanges and are applicable separately.

Refunds are processed once the return items have been received at our warehouse and passed the inspection. When the return is approved, you will receive a refund confirmation e-mail.

If you paid by credit or debit card, the amount will be transferred back to the account or card used within 5 working days, from the time the return was processed. Please note that the return fee will be deducted from the refund.

Please note that it can take up to 10 working days for your return to be received and handled at our warehouse and up to 5 more days until the money arrives on your account depending on your chosen payment method.

Payment & Security

PAYMENT

We accept Visa and MasterCard, Credit and Debit globally. In certain countries, we accept invoice payment after delivery, direct debit, direct transfer, and other local payment options. Unless otherwise is stated on the product page, payment is not due until the order is dispatched.

SECURITY

We use the latest Secure Socket Layer (SSL) technology. This encrypts and protects the data you sent to us digitally. In secure mode, HTTPS is the used extension of the domain name, instead of the non-secure HTTP.

To check that SSL is enabled, please look for the padlock symbol at the top of your browser. For further information about the SSL digital certificate registration please click the symbol and a pop-up window will appear.