FREQUENTLY ASKED QUESTIONS

We want to make sure that you have a great shopping experience with us, and have all the information you need to shop at Northerner. Therefore we have collected some questions that might come up when browsing or shopping on the site. Information on our Terms and Conditions can be found here. And in case you have a more specific question, our customer service team is always happy to assist you.

Frequently asked questions related to covid 19

What is your response to the COVID-19 situation?

We are monitoring the situation carefully, and following guidelines from the World Health Organisation and the government.

So far, we are able to continue operating as normal, and you are able to continue placing orders as normal. This page will be updated if the situation changes.

Known Issues

There are delays at many border crossings in the EU, you can see live updates here. This means that there are likely to be delays to most parcels leaving our warehouse, normal shipping estimates do not apply at this time.

How will this affect my orders?

You are still able to place orders from the website as normal, and they will be packaged and shipped normally. However, as the situation is changing, and many border checks are becoming stricter, there may be delays in delivering your orders.

Normal shipping estimates may not apply at the present moment, especially if you are ordering to a country which has enacted new border controls, or to an area that is in lockdown.

ORDER PLACEMENT

Why is my shopping cart empty?

Product availability depend on the country you are ordering to. If you have, for example, started placing an order and then switched to another country where the product is not available, the product in question will be removed from checkout.

Once you proceed to card payment, you will be redirected to the payment provider you have selected. Should you cancel the transaction, or press the “Back”-button in your browser, your order will be cancelled and the checkout is reset.

My payment failed. What do I do?

If a payment has failed, the order becomes cancelled. We recommend that you check with your bank or credit card provider that there are sufficient funds, the card is unlocked for online purchases and for foreign transactions. Northerner is registered in Sweden, as well as PayEx, our card payment provider.

PayEx accepts VISA and Mastercard debit and credit cards, as well as American Express. PayPal accepts VISA and Mastercard debit and credit cards. The transaction is instant, which means that any failed payments will result in a cancelled order.

You can always contact our Customer Service team herefor further assistance.

An error occurred when I tried to make a card payment, what is wrong?

We recommend that you check with your bank or credit card provider that there are sufficient funds, the card is unlocked for online purchases and for foreign transactions. Northerner is registered in Sweden, as well as PayEx, our card payment provider.

PayEx accepts VISA and Mastercard debit and credit cards, as well as American Express. PayPal accepts VISA and Mastercard debit and credit cards. The transaction is instant, which means that any failed payments will result in a cancelled order.

You can always contact our Customer Service team herefor further assistance.


Age Verification

How old do I have to be to shop on Northerner?

Due to the nature of our products you must be at least 18 to shop at Northerner.

Why doesn’t the age verification work?

We use a third-party age-verification system on our website to ensure that all our customers are of age to order from Northerner. Depending on country, the age-verification may pull data such as name or address to confirm your age. UK customers are only able to place orders to the address they are registered to and can therefore not place orders to a work address or similar.

What happens if I order as a minor?

We use a third-party age-verification system on our website to ensure that all our customers are of age to order from Northerner.

I can't verify my age

We use a third-party age-verification system on our website to ensure that all our customers are of age to order from Northerner. Depending on country, the age-verification may pull data such as name or address to confirm your age. UK customers are only able to place orders to the address they are registered to and can therefore not place orders to a work address or similar.


Checkout

Why does the total amount for my order change when I go to the checkout?

Tax and shipping costs are calculated at checkout, so you may see a different order total when you proceed to the checkout. You can see a breakdown of these costs in the Order Summary at checkout.

I do not see the country to send to in your delivery list. Does it mean you do not deliver there?

You can find a full list of the countries that we deliver to on our Terms & Conditions page here. If your country is not in this list, then unfortunately we cannot deliver to you. If it is in the list but not appearing in the dropdown menu then go to the main page and select your country in the dropdown menu at the top to make sure that you are on the correct site view.

Do you have a minimum/maximum ordering limit?

We do not have a minimum or maximum order limit, feel free to order as much or as little as you need! Be aware that large orders may be split into several smaller packages. Also note that all orders where the value is less than €40 (excl. VAT) are associated with a shipping cost of the equivalent of € 8.

What is a (CVV) Credit Card Code?

This is a 3-digit code on the back of your debit or credit card. It is used to verify the card without requiring you to enter your PIN.

Do I get the shipping cost specified when I order?

The shipping cost will always be specified in checkout when you place an order. You can select a Shipping Option in the bottom left of the checkout and see the cost in your Order Summary on the right.

Please note that you need to fill in your address details before the final shipping quote is calculated.

What currency is my order charged in?

All orders to the UK are charged in Pound (£).

What is 3D secure?

3D secure is a safety function for online transactions with Visa and Mastercard. It is used to keep you safe when shopping online.

3D-Secure is a safety function for VISA and MasterCard online, also known as Verified by Visa and MasterCard SecureCode. This means that you, apart from giving your card details, go through an extra step where your bank or card provider issues a temporary code or password. This increases online shopping security and prevents fraudulent activity.


Other Order Placement Related Questions

Do you have local stores?

Northerner is an online only reseller, so we do not have any physical stores.

Can I order and collect products from your warehouse directly?

It is not possible to collect products directly from our warehouses.

PAYMENT

Payment Options

Which payment options do you offer?

We offer payment by debit or credit card on all orders, through our partners PayPal and PayEx.

How do you charge me?

All orders to the UK are charged in Pound (£).

Security

Is my payment safe?

We do everything we can to ensure that payments made on Northerner are completely safe and secure.

How are you handling my credit card data?

All payments at Northerner are done through third-party payment companies, PayPal and PayEx. Northerner does not directly handle your credit card information.

What is 3D secure?

3D secure is a safety function for online transactions with Visa and Mastercard. It is used to keep you safe when shopping online.

3D-Secure is a safety function for VISA and MasterCard online, also known as Verified by Visa and MasterCard SecureCode. This means that you, apart from giving your card details, go through an extra step where your bank or card provider issues a temporary code or password. This increases online shopping security and prevents fraudulent activity.

What is a (CVV) Credit Card Code?

This is a 3-digit code on the back of your debit or credit card. It is used to verify the card without requiring you to enter your PIN.

Payment Conditions

When do I have to pay for my order?

Payment for all orders on Northerner must be received before an order can be processed. When you pay by debit or credit card through PayPal or PayEx the money will be drawn immediately, and we will start processing your order right away.

What are the purchasing conditions?

All terms and conditions for making a purchase at Northerner can be found here. By making an order on the website you agree to abide by the terms and conditions contained therein.

Payment Issues

My payment failed but money has been drawn

PayEx and PayPal are payment options where the amount is drawn straight from your account. If the amount is unavailable due to insufficient funds or if your bank doesn’t release the money immediately, your order will fail in our system. Once the instant payment has failed in our automated system we are unable to change the payment status of an order.

I’m getting an error when trying to pay

If you are having technical issues while trying to make a payment on the site, please contact our customer service team here so that they can help you.

Try to provide as much information as you can to help them diagnose the problem, such as which browser you are using, and which payment option you have selected.

Store Credit

I’ve been issued store credit, how do I use it?

To see your available store credit you can click on the account button and go to My Account. Under Store Credit, you can see your current balance.

To pay with store credit, proceed to place your order. At checkout, you may select to use your available store credit under Payment Options.

Why can’t I see my store credit?

In order to see your store credit you need to be logged into your account. To view your current store credit on the site you can click on the account button and go to My Account. You will find the Store Credit button on the right.

ORDER PROCESS (POST-ORDER)

Order Changes

Can I cancel my order?

If your order has not yet been shipped, you can cancel it by contacting our customer service team here. Please do this as promptly as possible, as we cannot cancel an order once it has left the warehouse.

We aim to respond to your message within no more than 1 working day.

Can I add an existing order to a customer account afterwards?

Unfortunately, we cannot add existing orders to customer accounts. To make sure you get all the benefits of our membership scheme make sure that you are logged into your account before placing an order.

Can I change products in my order?

Unfortunately, we cannot change the products in an order. If the order has not been shipped then you can cancel it and get a refund by contacting our customer service team. Please do this as promptly as possible, as we cannot cancel an order once it has left the warehouse.

We aim to respond to your message within no more than 1 working day.

Issues/Errors

Why can't I see my order in my account?

For an order to be linked to your account, you must be signed in at the time you place the order. If you were not signed into your account, the order will not appear in in the My Orders section of your account.

If an order that you placed while logged into your account has not appeared in your list, you can contact our customer team for help.

My order has been cancelled but my money has been taken

PayEx and PayPal are payment options where the amount is drawn straight from your account. If the amount is unavailable due to insufficient funds or if your bank doesn’t release the money immediately, your order will fail in our system. Once the instant payment has failed in our automated system we are unable to change the payment status of an order.

If that is the case, please contact our customer service team.

It may be the case that your bank has reserved the funds, but did not transfer them to us when the payment failed. In this case the funds will be released back into your account automatically by your bank shortly.

I have not received an order or shipping confirmation, why?

You should receive an order confirmation email automatically when you place an order. If you cannot see one, please check your junk or spam folder as it may have ended up there.

You will receive a shipping confirmation once your order has been shipped from our warehouse. Although we aim to ship all orders as quickly as possible, please be aware that it may be a day or two before you receive a shipping confirmation email, or even longer if you have ordered products which are currently out of stock.

If you have not received any order confirmation or it has been several days and you have not received a shipping confirmation, then please contact our customer service team.

I was charged more than once for my order, why?

We will never charge you multiple times for the same order, but if something goes wrong and the same order is placed multiple times then you will be charged for each. This could be because you have accidentally clicked the order button multiple times when going through the checkout. If this happens you will receive a separate order confirmation email for each order that has been processed. Please contact our customer support team for help cancelling the additional orders that were placed in error.

If you have not received multiple order confirmation emails, then it may be that your bank has both released funds to us and reserved funds in your account, therefore showing two transactions. In this case the reserved funds will be released back into your account shortly.

Order Completion Process

My order status says “complete”, but I haven’t received it yet

Orders are marked as complete as soon as they have been packed by the warehouse, so don’t worry that it hasn’t arrived with you yet! You will receive a shipping confirmation email once your order has been shipped.

My order has been processed for several days, is this normal?

When your order has been placed, it will process as soon as the payment has been matched and all products are available to be shipped. We aim to ship all orders within 48 hours after payment has been matched with your order. However, we do not guarantee to ship within 48 hours in all instances, for example if you have ordered out of stock products it may take longer to ship your order.

If your order has not been shipped after several days, please contact our customer support team for assistance.

Will I receive an order and shipping confirmation by e-mail?

You will receive an order confirmation by email once you have placed an order on the site. This email will come to the email address that you provide in the checkout, so make sure that you have typed your email address correctly.

How long does it take before my order gets shipped?

When your order has been placed, it will process as soon as the payment has been matched and all products are available to be shipped. We aim to ship all orders within 48 hours after payment has been matched with your order. However, we do not guarantee to ship within 48 hours in all instances, for example if you have ordered out of stock products it may take longer to ship your order.

Jesper