Terms & Conditions

Last updatet: 02.05.25

General
The following terms and conditions («Terms») apply between you and Nila Noor, company registration number (934 779 738) («we», «our», «us»), and apply to purchases made on and your use of nilanoor.com
By using the website and/or placing and order, you confirm that you have read, understood, and agreed to these Terms. You also confirm that you accept how we process your personal data. For more details, please see our Privacy Policy. To place an order on the website, you must be at least 18 years old. All prices shown on this website are incl. VAT.

Orders
Once your order is completed, you will receive an order confirmation via email. This confirmation includes details about your purchase, such as product information, price, billing, and delivery address. It is important that you provide a valid email address when placing your order. We recommend keeping your confirmation for future reference.
We do not guarantee the availability of all products. If an item cannot be delivered, we will notify you and issue a refund as soon as possible. Technical errors or other circumstances beyond our control may cause delays in sending order confirmations. If you have not received your confirmation within 30 minutes, please contact our customer service. 

Duty and taxes
All orders are shipped on a DDP (Delivery Duty Paid) basis, meaning that local taxes (VAT) and import duties are included in the price. Your order is not subject to any additional charges when receiving the parcel. A carriage charge of on all orders to a value of less than NOK 2000,- will be applied within Scandinavia. For all international orders, we apply a carriage charge for the respective country, which includes duty and handling fees. We reserve the right to change our prices on any products and shipping prices. Prices for our products are subject to change without notice. No adjustments on previous purchases. We currently ship to all EU countries and Iceland. For more information about shipping, please see Payment & Shipping.

Payment
Purchasing through our website is secure and simple. We offer multiple payment options through trusted providers, including, Klarna, Credit card (Visa, Master) and Vipps. Available payment methods may include direct payment, installment plans, buy now/pay later options. 

If you are paying with a gift card, please note that:
- Gift cards are digital and valid for 12 months from the purchase date.
- If you return an item purchased with a gift card, a store credit of the same amount will be issued.
- Gift cards cannot be exchanged for cash

Delivery
Our standard delivery times are 1-5 working days, depending on your chosen shipping method. Orders placed during weekends or holidays will be processed on the next business day. If your delivery is delayed beyond the expected timeframe without prior notice, please contact our customer service. 

Unclaimed packages
You are responsible for providing accurate shipping details and collecting your package from the designated pickup point. Once your package arrives at the pickup location, you will receive a notification via SMS and/or email.
Failure to collect your package within the specified time may result in a return fee of NOK 69 within Scandinavia and Euro 20 within the EU and Iceland, to cover shipping and administrative costs. 

Promotions and Discount Codes
Promotional offers and discount codes cannot be combined unless explicitly stated.

Returns and Exchanges
You have the right to return unused items within 14 days of receiving them. Returned products must be in new condition, with all original packaging, tags, and seals intact. If the item has been used or handled beyond what is necessary to assess its function, we reserve the right to deduct an amount from the refund to cover the depreciation in value.
For exchanges, you will need to return the item as a regular return and place a new order for the desired product.
Refunds will be processed using the same payment method as the original purchase. Processing may take up to 2 weeks, and refunds will be issued within 3-5 business days once the return has been approved.
If an item was item was purchased using a gift card, refunds will be issued as store credit. 

Return Policy Abuse
If we suspect misuse of our return policy, including excessive or unsustainable return behavior, we reserve the right to cancel orders and/or suspend the customer from making future purchases. Example of misuse include reselling returned items, fraudulent behavior, or systematic return exploitation. 

Complaints
If you receive a defective product, you must contact customer service within a reasonable timeframe. Please retain the product and any packaging until the complaint has been processed. If your claim is valid, we will offer a replacement, repair, or refund depending on availability. 

We do not cover damage caused by:
• Loss, theft, fire, or water damage
• Improper use, negligence, or accidents
• Unauthorized repairs or modifications
• Normal wear and tear, including surface scratches or material discoloration 

For more information on warranty claims, contact customer service at hello@nilanoor.com

Reservation of Rights
We reserve the right to cancel orders at our discretion and to correct any errors related to product description, pricing, or technical inaccuracies on our website. We strive to provide accurate product images and descriptions, but color variations may occur due to display differences.
If a pricing error is detected after your order has been placed, we will notify you before processing the order. 

Limitation of Liability and Force Majeure
We shall not be helt liable for any indirect damages, lost profits, or other consequential losses resulting from the use of our products. Additionally, we are not responsible for delays or failure to fulfill obligations due to events beyond our control, including but not limited to: 

- Government actions, legal changes, or lack of permits.
- Natural disasters, pandemics, fires, or floods.
- Strikes, transport disruption, or supplier failures
- Cyberattacks or criminal activities affecting business operations 

Governing Law
These Terms are governed by the laws of Norway/EU. Disputes that cannot be resolved through direct communication will be handled in accordance with customer protection regulations. 

Contact information
For any questions regarding our Terms and Conditions, please contact:
Email: hello@nilanoor.com