FAQ

How do I exchange an item?

We only exchange goods by agreement. Contact customer service if necessary.

How long can I exchange an item?

We only exchange items by agreement. Contact customer service if necessary.

I have not received an order confirmation after submitting my order.

If you have not received an order confirmation after your order has been sent through, we advise you to check your spam filter, also called "junk mail". If you do not find the order confirmation there, contact our customer service at export@noa.dk or +45 6611 1700, and we will check whether your order has gone through to us properly.

I want to cancel my order.

If you wish to cancel your order, call us on +45 6611 1700.

Which countries can buy at noa.dk/en?

All customers within the EU can shop at noa.dk/en

Can I buy your products in physical stores?

Yes you can. For more information about which physical stores sell our goods, we refer to our Shopfinder. Press "Find retailer" on the front page of noa.dk/en

I would like to order your printed catalogs for use in the store.

You will find all our POS material for ordering here. Delivery of other POS material is agreed with your seller/agent or customer service.

Can I choose whether I want to see RRP- and purchase prices here on the site?

Yes. Next to the product overview, you can tick that you only want to see suggested retail prices. Otherwise, both are displayed.

Can I have an item sent directly to my customer?

You can have an item sent directly to your customer. You simply have to change the delivery method to "Delivery directly to your customer (PostNord)" and enter the customer's information - including a mobile number. When shipping to a private customer, you will be charged an additional shipping fee per DKK 30.

How do I choose ring size on gold rings?

Note the desired ring size(s) in the comment field under "Payment and delivery"

Are the prices incl. VAT/taxes in various countries?

The price of the item is excl. VAT/taxes. In the shopping basket you will find the total amount for your order incl. VAT.

Can I see if an item is in stock?

A coloured dot is displayed on each item, which indicates whether the item is in stock. If the dot is green, the item is in stock, if the dot is yellow, there are few in stock, and if the dot is red, the item is unfortunately not in stock. If the item is not in stock, the expected date for when the item will be back in stock appears.

If an item is out of stock, how do I know when it will arrive?

If an item is not in stock, an expected delivery date appears on the item.

Can I see what I have on back order?

Go to your customer portal and click on "back order". Each individual product in back order and its expected delivery date is shown.

I have received a wrong item. What do I do?

Call or email us and we will send a new item as soon as possible. You are also welcome to return the wrong item to us at the address Færøvej 3, 8700 Horsens, after which we will exchange it for the correct item.

Can I return an item?

We only accept returns by agreement.

Can I get products in selection?

Yes, you can. You just have to note already on your order that you want the product in selection.

How do I get my money back for a returned item?

When, according to the agreement, you have returned an item, Nordahl Andersen issues a credit memo, which you must subsequently deduct yourself from future payments. For supplier service customers (Dabsk) / SEPA customers (German), the amount is automatically deducted from the next payment.

I have not received a refund for items I have returned. What do I do?

Call us on phone +45 6611 1700 and we will investigate further.

Can I collect items from you in person?

You can collect items from us in person. It just has to be clearly stated on the order that you want this: Choose "standard" as the shipping method - this is automatically selected - and write in the comments field that you collect in person. Then we will prepare the package.

Are there items that cannot be returned?

We only accept returns by agreement.

My item is broken. What do I do?

Send the item to the address: Færøvej 3, 8700 Horsens. We exchange for a new item when we receive the defective item. Please note that wear and tear or incorrect use are not considered a valid complaint. Complaint goods must always be sent to us. You can also choose to hand them over to our sellers or agents, who will take care of sending them on to us. You can order a new item immediately, which we will send with an invoice. When we receive the defective item, we will issue a credit note for the defective item.

How long do I have the right to complain?

You have a 24-month right of complaint, but complaints regarding defects in a product must be made within a reasonable time after the defect is discovered or should have been discovered during a normal review of the product. Wear and tear or incorrect use are not considered a justified complaint. Read more about your right to complaints and their handling here.

On which items can I order engraving?

We engrave some of our items. Inside the individual item on noa.dk/en, it will be indicated if it can be engraved.

How do I order an engraving?

You order an engraving when you stand on the item that can be engraved on noa.dk/en. Select the font and enter the text to be engraved. Be aware that both the font and the design of the item can set limits on how long the text can be. Keep that in mind when specifying the engraving text.

How long is the delivery time for an item with engraving?

From order to receipt, you must expect a maximum of 8 days when shipping to a Danish postal address.

Can an engraved item be exchanged or returned?

No, it can't.

Does the delivery time increase when I order engraving as part of my order?

Yes - you must expect a longer delivery time for items with engraving. Normally you will have the item within 8 days when it is sent to Denmark. When shipping to Iceland, Greenland and the Faroe Islands, additional transport time must be calculated.

Where on the item will the engraving be placed?

Unless otherwise stated, we will choose a suitable font and place the engraving where we think it will look best.

I have received an incorrect engraving on an item. What do I do?

Contact customer service. We make an effort and rarely make mistakes, but we are human.

How much does it cost to have an item engraved?

The price is the same for all engravings. Find the price of the engraveable items.

How long is the delivery time for wedding rings?

From the order date, it can take up to 14 working days with standard delivery.

I have not received an email confirmation of my order. What do I do?

First check that you have completed your order correctly on our ring designer, i.e. that the order has been completed. If the order has been completed, check your spam filter/junk mail. If you still can't find your order confirmation, call us on tel. +45 6611 1700.

I have an urgent order, what do I do?

Ring designer allows you to choose urgent delivery. When you select this, the new expected delivery date will appear as well as an additional charge for the rush order.

Can I become a retailer of your wedding concept?

It is possible to become a retailerbutor of the Siersbøl Wedding concept in Denmark as well as in the Faroe Islands, Greenland and Iceland. If you are not yet a retailer but are interested, you can contact our salesperson, Lene Haastrup Madsen, on +45 4084 2778 or lenehm@noa.dk.

Where do I find images for the webshop, SoMe posts and advertising?

Access our image bank in the customer portal under services or at the bottom of the page under "Customer service".

I'm running out of gift boxes. What do I do?

Contact us at export@noa.dk or +45 6611 1700.

I want to order merchandise material for display in my store. How do I do it?

Contact your sales representative or our customer service at export@noa.dk or +45 6611 1700.

What do you offer for social media?

We have created a free concept called “SoMe Made Easy”. You might already know that? "SoMe Made Easy" is a free concept from Nordahl Andersen, which means that every month we send you pictures and videos with matching texts, which you can use on your social media - free of charge. The only thing you have to be responsible for is the actual planning of the postings. For this, we recommend that you use Facebook's own, free tool, Creator Studio.

In the middle / end of each month, you will receive a newsletter from us with the next month's content. The SoMe content is adapted to the different months, e.g. in February there will be notices about Valentine's Day and May/June will have a student and confirmation focus.

In each newsletter you will find content for several of the following brands: Joanli Nor, Nordahl Jewellery, SON of NOA, Noa Kids, Noa Kids Jewellery, Siersbøl Classic, Siersbøl Shape, Siersbøl Wedding, Heide Heinzendorff and H.C. Andersen Home.

I would like to have an advertisement made with your products. How do I do it?

You contact our marketing department. We want to help, but we need time. Feel free to write an email to marketing@noa.dk with all relevant information such as format, deadline, brand, your own logo and any preferences in relation to goods. Alternatively, call us on tel. +45 66111700 and choose to be transferred to Marketing.

How do I use the SMS service for my Inverness customers?

Go to the customer portal and select "send Inverness SMS". Enter mobile number (use 0045 or +45 directly followed by the 8 digits). You have the option of creating two standard messages under "Fill in the SMS template". One message for sending 6 weeks, the other for after 12 weeks, after your customer has had their ears pierced. Once you have filled in this template, it is quick for you every time you have to schedule an SMS to your customer for later sending. The SMS service also contains a log so you can see what has been sent.

How do I find my previous invoices and credit notes?

Under "Customer portal" you have the opportunity to see an overview of your invoices, orders or credit notes.

How do I change my password?

On your dashboard (under customer portal) you have the option to change your password. Just press "change password".

I have forgotten my password. What do I do?

Press "Forgot password" when you want to log in. You will thus be sent a link to reset the password.

Offer in EDI?

Yes. If you are interested in this, please contact customer service on + 45 6611 1700. However, it is mostly the product feed that you need to use, which we also offer. You can find that here in the customerportal.

Can I be sent excel files with invoice information?

Yes, customer service can help you with that. Contact us at export@noa.dk or +45 6611 1700 and we will set up your account for this.

Can I choose to collect my shipments on one or several days of the week?

Yes - if you want this, we offer to collect your orders in one or more weekly shipments HERE. You can either make a shipping agreement with a fixed monthly price, or you can pay shipping on each individual order according to the regular price list.

What does a freight agreement consist of?

We offer freight agreements with one or two fixed shipping days per week or with shipping every day with incoming orders. These agreements include a fixed monthly price depending on how often you want shipments. It is also an option to choose one or more fixed shipping days with normal invoicing of the freight according to consumption. You can do that HERE.

Do you offer supplier service/Sepa?

Yes, we offer supplier service/Sepa. Contact us at export@noa.dk or +45 6611 1700.

How do I appear on your shop finder?

In order to appear on the shop finder for the individual brands, you must have purchased a minimum number of items from the brand in the past year. This is to ensure that customers do not come to your store expecting to find a reasonable selection on a particular brand, only to be disappointed because the range is simply too narrow. The shop finder is updated on the basis of the individual stores' purchases of the various brands every six months. If, on this basis, you do not understand why your store is not displayed, contact customer service.

Can I access all previous invoices and credit notes?

Yes. You will find a comprehensive overview of all previous invoices and credit notes by clicking on your customer portal.

Can I download data on the items I have ordered?

We have created product feeds for each brand and collectively. You will find this in the customer portal HERE. Do you need data on products from a given order, which you e.g. If you want it delivered as an Excel file, please contact customer service at export@noa.dk or +45 6611 1700, and we will try to help you.

Can I download photos of the items I have ordered?

Yes, you will find photos in the image bank in the customer portal or at the bottom of the page under "Customer service".

Can I pay with MobilePay/VOEC (Norway)?

Mobilepay/VOEC is not an option. Payment can be made by invoice or credit card.

What are the products made of?

Find material and other relevant data under the product description of each individual product.

How do I look after and maintain my products?

See our recommendation for jewellery care here. You can also benefit from care and maintenance of your products with our Hagerty products.

Do I receive diamond certificates when ordering items with diamonds?

Yes, you will receive a diamond receipt for each item with diamonds that you order.

Are your products tested?

Yes, our products are tested for wearability.

Are your products manufactured using child labour?

Our suppliers guarantee that no child labor is used.

Where can I see if you offer promotions?

We send out newsletters when we run campaigns. If you do not already receive our newsletters, you can contact us at export@noa.dk or +45 6611 1700 to sign up.

Do you have sale items collected somewhere?

Yes, if you click on "Sale" you will find all our current sale items. You can use the filtering option if you want to look for specific product groups or brands.

How much does it cost to have my items delivered?

The shipping price depends on the weight and volume of your shipment. For more specific information, contact us at export@noa.dk or +45 6611 1700. You can see our terms of sale and delivery here.

Will I receive a tracking number?

You will not receive a tracking number. Instead, you will receive a copy of the invoice when the item is packed and ready for dispatch from our warehouse. If you want a tracking number, send us an email or call us.

Which shipping company do you use?

We use Post Nord and GLS in Denmark. For countries outside the EU and the North Atlantic, we use Fedex, DHL and UPS.

Can the items be packed?

We do not offer packaging for your items.

How long is the delivery time?

Your order will generally be dispatched the next working day after you have placed your order, except for engraving orders and special orders. If you have a weekly shipping day, the order will be shipped on the next agreed weekday. Read more about delivery times here

I have not received my package. What do I do?

Call us on +45 6611 1700.

I received a package that was not meant for me. What do I do?

Call us as soon as possible on +45 6611 1700.

I have a shipping arrangement with weekly delivery. What does it mean when I order on noa.dk/en?

This means that all your orders are collected and sent once a week, and you are also only billed for one total shipping price per weekly delivery.

What does it cost if NOA has to ship directly to end customers for me?

When we send a package for you directly to your customer, we charge a handling fee of DKK 30. In addition to that, the normal shipping rate.

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