FAQ

Question 1

How do I know my size?

Answer

All of our products are one size fits all. In addition, all of our necklaces come with an extension cord (10cm/3.9in) that allows you to change the length of your necklace to fit your style.

Question 2

Where can I buy an item I have seen online or in a magazine?

Answer

Right here on the website is the best place. If you can't find the item you are looking for you can contact us at info@ellenkvam.com.

We also sell selected collections at the 11 domestic Hurtigruten Cruiseliners that sail along the Norwegian Costal line.

Question 3

What do I do if there is a problem with my order?

Answer

If there is a problem with your order, please contact us at info@ellenkvam.com and we will help you as quickly as possible.

Question 4

Can I cancel/withdraw my order?

Answer

You can, without giving any reason, withdraw the order, from the date of reciept or order confirmation, up to 14 days from receipt of the product. In order to comply with the deadline, please send a written withdrawal notice to info@ellenkvam.com. We will refund your payment within 30 days of reciept of the returned product, as long as the product is unused and returned in its original packaging. Our return address: Postboks 260 Holmlia 1204 Oslo Norway For more information regarding cancellation/withdrawal of an order, please read our Terms and Conditions.

Question 5

What do I do if I received a damaged or defective product?

Answer

Although we strive to ensure all of our products are of high quality and packaged with care, accidents may happen during shipment. If you receive a damaged or defective product, please contact us at info@ellenkvam.com immediately to report the damage. If the claim is valid, we will repair or replace the product free of charge. If the prodct cannot be repaired or replaced, we will refund the price of the product.

Question 6

What do I do if I received an incorrect item in my order?

Answer

At Ellen Kvam Norwegian Design we take extra care to make sure we get your order right but we occasionally make mistakes. If this does happen, please fill out the return form received with your order and explaining that the wrong item was sent and the item you expected to receive. As it was our mistake, we can of course refund you for the return postage on return. Please ensure that you keep your proof of postage and reciept when you return the item so we can reimburse you the correct amount.

Question 7

Can I change my delivery address?

Answer

Yes, we can change your delivery address if you inform us within an hour of ordering. Please contact us at info@ellenkvam.com.

Question 8

Which countries do you ship to?

Answer

We ship worldwide! All of the products are shipped from Oslo, Norway. The delivery time will depend on where the package will be shipped. Packages delivered to European countries usually arrive within 1-2 weeks. If you want to ship your products to a Norwegian adress, please use our Norwegian website (www.no.ellenkvam.com). If you want to ship your products to an adress outside of Norway, please use our International site (www.ellenkvam.com). You are currently using our International Site.

Question 9

When will my products arrive?

Answer

Shipping time depends on where the package will be delivered. Orders placed between 09.00-16.00 (9am-4pm) Monday-Friday are usually shipped the same day. Orders placed during the weekend will be shipped the following Monday. We ship all of our products from Oslo, Norway. Packages delivered to European countries usually arrive within 1 week. However, some variations may occur depending on the distance and customs regulations in each country.

Question 10

Why are the prices more expensive on the Norwegian website, compared to the International webpage?

Answer

The prices on the Norwegian webpage include Value Added Taxes (VAT/MVA), therefore the prices are more expensive. All products bought on our International website are shipped outside of Norway, hence the price of the products should not include Norwegian VAT.

Question 11

My Northern Lights glass pendant does not fit the silver frame. What should I do?

Answer

All of our Northern Lights glass pendants are handcrafted, so each and every one of them is unique. This means some of our glass pendants will have less space inside the silver frame compared to others.

In the picture above is an example where it looks like the glass piece will not fit. The holes in the silver frame does not align with the holes in the glass piece, so it is not possible to thread the chain straight through the holes. Don't worry! Here is a possible solution:

1. Hold the glasspiece and the silver frame in a 90 degree angle, demonstrated in the picture to the left. As you can see in the picture, the holes of the silver frame and glass piece will now be aligned.

2. Thread the chain through the necklace while you hold the silver frame and glass piece in a 90 degree angle.

3. Flip the glass piece forward, so it will hang in the correct angle instead of a 90 degree angle. The necklace should now look like the one in the picture. If the glass piece hits the silver frame when you try to flip it downwards, go back to step 1. and turn the glass piece in the opposite direction of what you previously tried. For the example shown in picture 1, this means you should hold the glasspiece with the colored side facing downwards instead of upwards. NB! We cannor guarantee that this method will work if you use a different chain than the one that comes with the Northern Lights silver frame. If the glasspiece still does not fit after trying this method, please contact us through our contact form at the bottom of the webpage, or email us at info@ellenkvam.com, and we will try our best to help!

Question 12

How can I change the color of my Northern Lights necklace?

Answer

You can easily change the color of your Northern Lights necklace by following the steps below:

1. Open the lock of the necklace

2. Thread the chain through the necklace so it is completely separated from the rest of the jewelry.

3. Remove the glass piece from the silver frame. You can now easily replace the glass piece with another color of your choice before reassembling the necklace.