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Frequently Asked Questions
No question is too small. We read them all.
Everything you need to know before, during, and after your order. Written by us, not generated by a bot.
30-day satisfaction guarantee: Not satisfied with your order? You will get a full refund within 30 days, no questions asked, even for opened products.
Free shipping on all orders: Delivery within 1-4 business days throughout Europe. All orders are trackable.
Response within 2 working days: WhatsApp: +32 499 82 94 24 | Email: hello@the-nordhavn.com
About TheNordhavn
What is The Nordhavn?
TheNordhavn is a Scandinavian-inspired wellness brand from Belgium. We create curated rituals in the form of carefully composed product sets—not random bundles, but thoughtful routines for body and mind. "The haven" stands for rest, return, and slowing down in everyday life.
Why a ritual and not individual products?
You use individual products. You experience rituals. Each set is designed as a complete routine where the products complement each other in scent, effect, and order. The result is more than the sum of its parts: consistency, intention, and a moment of true peace. Individual products are always available separately.
Are the products suitable for sensitive skin?
Our formulas are developed without harsh perfumes or irritating substances. Still unsure? Check the ingredient list on the product page or send us a message. We'd be happy to help you choose the right set.
Are your products vegan and cruelty-free?
Yes. Our products are vegan and are not tested on animals. We only work with suppliers who share these values.
Order & payment
What payment methods do you accept?
You can pay via credit card, Bancontact, iDEAL, PayPal, Wero, and Klarna. All transactions are securely processed through our payment provider.
Can I still change my order?
Please contact us as soon as possible at hello@the-nordhavn.com. As long as your order has not yet been shipped, we will do our best to make the adjustments.
Do I receive a confirmation email after ordering?
Yes, you will automatically receive a confirmation email after your purchase. Please also check your spam folder if you do not receive anything. If you have any problems, you can always reach us at hello@the-nordhavn.com.
Shipping & Delivery
Where do you deliver?
We deliver throughout Europe.
How long does delivery take?
Orders are processed within 1 business day. After that, expect 1–4 business days for delivery to Belgium and the Netherlands. You will receive a track-and-trace code once your package is on its way.
Do I receive a confirmation email after ordering?
Yes, you will automatically receive a confirmation email after your purchase. Please also check your spam folder if you do not receive anything. If you have any problems, you can always reach us at hello@the-nordhavn.com.
My package is damaged or incorrect, what now?
Take a photo of the package and its contents and send it along with your order number to hello@the-nordhavn.com. We will resolve this for you as quickly as possible.
30-Day Guarantee
What is the 30-Day Satisfaction Guarantee?
Our 30-Day Satisfaction Guarantee means you can try the ritual for 30 days. If you are not satisfied with the results, we will refund your full purchase price — no questions asked. We believe in the power of our rituals, and we want you to experience them risk-free.
How exactly does the warranty work?
- You purchase a ritual from the-nordhavn.com
- You use the ritual for 30 days and give it an honest chance
- After 30 days: If you're not satisfied, contact us at hello@the-nordhavn.com
- You send a photo of your remaining product(s)
- We will refund you — in full, no questions asked, no fuss
Why do you ask for a photo of the remaining product?
1. It shows you've genuinely tried the ritual — We want to be sure you've used it for at least 30 days.
2. It protects us from misuse — This ensures we can maintain a fair policy for everyone. We trust our customers, but we also need to prevent people from returning multiple orders without genuinely trying them.
What if I've completely used up the ritual?
No problem! If you've used up the entire ritual, it means you've really given it a try. In that case, we can still refund your purchase price—you just need to indicate that you've used it all up. Simply contact us at hello@the-nordhavn.com and explain your experience.
How long do I have to invoke the warranty?
You have **exactly 30 days from the purchase date** to claim the warranty.
This means:- **Purchase on January 1** → Warranty valid until **January 31**- **Purchase on February 15** → Warranty valid until **March 17**
After 30 days, we unfortunately cannot process refunds.
Can I use the warranty multiple times?
No, the guarantee can only be used once per person.
This ensures we can maintain a fair policy for everyone.
We check this using:-Email address- Delivery address- Payment information