iheartnorwegianwood

We offer refunds on all damaged merchandise, although we will do everything in our power to ensure your item is packaged properly to arrive safely, and would never send a less than perfect item. All our packages are shipped insured. If you do receive a package with a damaged item please take a photo of both the damaged item and the damaged packaging it came in. This is necessary to make the insurance claim.

REGARDING RUSTIC TEXTILES (mainly used in our homewares):
Please note that these fabrics are made by hand in very rustic conditions (ie small villages) NOT a modern manufacturing facility. Variations in colour and weave, wavy, loose or inconsistent stitching, patching/repairs and a general overall aged look are part of the beauty of these textiles. Many of the mudcloth/indigo textiles are 20+ years old...this is exactly how they get their beautiful faded indigo shade and soft texture.

This also means they may have imperfections in colour, slight discoloration/staining, visible repairs (either done by me OR as part of the original fabric) and stitching. This is very common with vintage textiles. If you absolutely NEED one without these details it can be arranged however due to the rarity of these pristine textiles the price will be higher. We consider the visible imperfections to be a large aspect of using these textiles, and as a consumer of them you must understand that this is not considered a defect or mistake to warrant a return or negative feedback. This is part of the beauty of these artisanal handcrafted textiles...you can see the shadow of the actual hand that made them! Perfection does not only come from flawlessness. If you cannot accept these conditions we urge you to have a look at some of the other new/mass produced textiles we offer in some of our other pillow designs, they may be a more satisfying choice for you!

REGARDING CLOTHING:
In the past we had accepted returns/exchanges due to sizing, however people had taken advantage of the situation by returning goods that had been worn (and sometimes even posted to social media!) smelled of smoke, had animal hair on them or did not carefully package the item to be returned and it was received damaged. Due to this we are unfortunately no longer able to offer refunds unless the item is received already damaged (as outlined above). If you send back a package to us without contacting us at all we will be forced to refuse the package and have it returned to sender. Please contact us with any issues, we try to be as flexible as possible.

Please check our measurements and description carefully so you have a clear idea of what you're receiving and feel free to convo me with ANY questions regarding sizing, including your measurements, which helps a lot! No question is too small, and if you feel comfortable sending pics of yourself that can help too!

Angie (our designer) has MANY years experience with garment sizing and fit, and she is the one you will be dealing with directly regarding any questions about fit or sizing. You'll be talking to the expert, and the actual designer of the clothing. We will never try to convince you to buy something that might not fit...we're very honest about the fit of garments and will happily discuss and concerns and advise you in an ethical/honest way.

Please have your body measurements on hand when emailing us, as this is the first step to determining your size, since sizing varies so much from brand to brand...body measurements are the only way to be 100% accurate since there is no industry fit standard.

Payment is expected at the time of purchase, please note orders are not shipped until payment is complete.

Cancellations are accepted on NON made to order items if requested before the item is shipped. We do not have the capability to re-route packages once they have been dropped at the post office.

We've moved to California! After being based in Montreal, Canada since 2008, we've now relocated to Los Angeles, California.

- All small packages shipped via USPS, all large packages by UPS. All international packages via USPS

- SHIPPING ADDRESSES MUST BE CORRECT at the time of placing your order. We cannot be responsible for items being shipped to old addresses...please take a second to double check!

- SHIPPING COSTS: With such a wide variety of items with different sizes and weights, the shipping calculator is the best estimate we have but it's not perfect. If you would like us to double check any shipping costs shoot us a message with your address in it!

- CUSTOMS FORMS: We cannot lie about the value of goods on a customs form, nor can we call your purchase a gift. This is against the law and we could be faced with hefty fines.

- TRACKING: Click on your receipt page here on Etsy to find a handy link to your tracking.

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SHIPPING TIMES:
**Please note, packages CAN be delayed by customs, which unfortunately is not in our control. This is a rare occasion, but it can happen.

Within the USA:
1-4 days from ship date for small items, large packages (such as hanging planters) are sent by ground to help keep your costs down, so can take approx a week to arrive, depending on your location. Please contact us if you need faster shipping options and we can send you a quote.

USA to Canada:
3-15 days from ship date

International:
5-28 days from ship date

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DUTIES/VAT/CUSTOMS CHARGES:
Duties are the responsibility of the recipient. Duties are a tax rate decided upon and collected by YOUR government to help with your local services and infrastructure.

They vary incredibly from country to country, and are based on the category of item you have ordered (ie a sweater vs. a necklace = different rates), the country that it was manufactured in and the value of the item. Read a bit about Duties/VAT/Customs charges here: http://www.dutycalculator.com/help_center/Import-duty-and-taxes-explained-in-a-nutshell/

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If you need something fast, fast, fast there are often other options, just shoot us a message and we'll tell you what's possible. We're always here to help!

ORDER FILLING TIME:
Please see the individual item description for order filling times by item.

Please keep in mind that we are a one woman operation. We work very hard and do our best to get everyones orders out ASAP...but we are not a factory, and we try to take weekends off when possible...working 7 days a week is no way to live, although often this is the case for Angie (the owner of Norwegian Wood)!

Please note that if you order more than one "made to order" item it may take a wee bit longer than if you had ordered one item, but it does NOT multiply by item (ie if a made to order item can take up to 2 weeks, to complete, THREE made to order items will NOT take 6 weeks...that's crazy!)

We know it's hard to wait for something you're excited for, but this is part of the beauty of handmade, there is literally individual human beings sewing your item just for you in our studio! That's pretty special, and we think it's worth the wait!

Please also keep in mind that packages do not go out on the weekend. So if you order an item on Friday, even if it is already sewn, it will not ship until Monday/Tuesday at the earliest.

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CUSTOM ORDERS:
Sadly we are no longer able to take custom orders due to time constraints, sorry!

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SENDING A GIFT:
Want to buy something to send directly to a friend in another city? No problem! Just make sure to put your friends address info as the "Ship To" address and let us know in the "Comments to Seller" section of checkout if you want us to include some kind of gift card or message. All items are wrapped in natural coloured tissue with white cord.
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WHOLESALE:
We are once again doing wholesale on select items with select stores. Please send us a message at iheartwood [!at] gmail.com including a link to your store and what items you're interested in and we'll chat!