FAQ
Ordering
Where can I buy your products?
Products can be purchased through our website: strnordic.ie
How do I pay for the product?
Products are available for purchase on our website by card using the online payment gateway Nets (by Nets Denmark A/S).
How can I tell my order has been received?
If your browser directs you to the Thank You page after placing your order and completing your purchase through the online payment gateway, you can rest assured that your order has been received by our systems. You should receive an order confirmation email sent to the email address you used when placing your order. If it looks like you haven’t received an order confirmation email, we recommend first checking the trash or spam folder. If you still have not received an order confirmation, please contact our customer service to let us know.
Are all the products I ordered included in the same order confirmation email?
You will receive a separate order confirmation email for each product you have purchased. In cases of products sold as combos, you will receive one confirmation per product combo purchased.
Shipping and delivery
How long does it take until I receive my product?
Usually, it takes about two weeks for your product to be delivered. If you haven’t received your product within two weeks, please contact our customer service at customerservice@strnordic.ie
I haven’t received my order, what should I do?
If it has been less than two weeks from placing your order, please wait as the order is still on its way. If your order is late in arriving, please email us at customerservice@strnordic.ie
Where can I find the tracking number?
We ship all of our deliveries as letter mail (small parcels), and therefore, the shipments don’t have a tracking number. However, if you don’t receive your order within two weeks, please contact our customer service.
Where will my order be delivered?
We want to ship our products as easily as possible straight to our customer’s homes. Orders are therefore sent to the address provided on the order form.
Do I need to pay additional shipping costs?
No, there are no additional shipping costs added to the order. The shipping is already included in the total price of the product. Customers are responsible for the cost of returning products, however.
Returns and cancellations
Cancelling your subscription
If you no longer wish to receive future deliveries of your subscription, you can cancel at any time by emailing us at customerservice@strnordic.ie If you would like your cancellation to be applied before the next shipment, please remember to make your cancellation by the “last change date” (14 days before the next delivery date). The last change date can be seen on your most recent delivery note, as well as in the reminder email we will send 21 days before the next upcoming charges to your card. If you no longer have your most recent delivery note or have not yet received the reminder email, please contact our customer service to request the next delivery date and last change date for your next shipment.
My card was still charged even though I cancelled my subscription / delayed delivery for the next shipment
The most typical cause for your card being charged even if the subscription has been cancelled or shipment rescheduled is that changes have not been made on time before the cutoff for the next scheduled shipment. Please note that when you email us to cancel your subscription or make any changes to your subscription’s delivery intervals, the termination of your subscription or changes to deliveries will take place only after we have received and processed your email. Cancellations or changes will be updated in our systems, and this will be applied to future charges and shipments scheduled for after that date.
If the requested changes are made after the “last change date” and the next shipment has already been processed in our systems, your card may have already been charged and the products of the next scheduled shipment possibly already shipped. Please make sure to retain your most recent delivery note with the next “last change date” stated on it in order to make changes on time. We also send reminder emails 21 days before upcoming charges to your card, so please be sure to check your inbox regularly.
If you were still charged even though you cancelled on time, please contact us to rectify the situation. Also, please make sure to always clarify which subscription you are cancelling in cases you have multiple active subscriptions.
How can I return a product?
You have the right to cancel your purchase within 14 days of receiving the product. If you would like to return your product, please contact us within 14 days of receiving the product to use your right to cancel. You have 14 days after you have notified us of cancelling your purchase to return the product. Please note that for health protection and hygiene reasons, we only accept returns for unused, unopened and re-saleable products.
I received a faulty product
In cases of faulty goods, please contact our customer service as soon as possible and describe what was wrong with your product. Please include a picture of the product and the batch number to expedite the process. You have a 30 day short term right to cancel in cases of faulty goods, as well as normal right to remedies in cases of faulty goods.
I want to use the short term right to cancel, but I don’t want my subscription to be cancelled
Unfortunately the use of the short term right to cancel will cancel the subscription and all further shipments of the product. The short term right to cancel effectively cancels the contract we have with you in order to issue you a refund. We kindly ask that customers wishing to keep their subscription active and only wanting a remedy for a faulty product should specify that when contacting us.
Does it cost if I return my product?
Yes, the customer is responsible for the cost of returning the product. We do not accept returns sent by Cash on Delivery (COD).
How do I receive my money back after returning the product?
If you have contacted us about using your right to cancel within 14 days of receiving the product and have sent the product back within 14 days (or can show that it has been sent, even if we have not yet received it), you will be reimbursed to the same card you used when paying for your purchase.
General questions
Consumer reviews
Consumer reviews are confirmed to have been from customers who have purchased our products. They have been received directly from customers through our customer service (or from customers responding to customer satisfaction surveys/ review requests). With some of our new products, we may ask some product testers to give their honest feedback on the product. The tester is not obligated to provide positive feedback in exchange for testing the product.
Consumer reviews are requested by email from customers who have ordered that product. We can therefore be certain that the person in question has actually purchased the product. Additionally, we may receive general product feedback by email to our customer service, at which point it is verified if the person in question is an actual customer.
