FAQ & Help

Contact & Customer Service

We can be reached by telephone on 089/2152 8262 from Monday to Friday (excluding public holidays) between 10 a.m. and 6 p.m. You are also welcome to send us an email to kundenservice@nordery.com with your request at any time and we will try to answer it within 48 hours. Alternatively, you can also use the contact form to send your message.

an order

Of course, you can always send us an email to kundenservice@nordery.com with the items you want and we will place your order manually. You will then receive an email from us with a link that you can use to complete your purchase.

In your order confirmation, which you receive by e-mail, you will find a link to your order overview. We'll also send you an email whenever the status changes, so you're always up to date.

If you find that you want to cancel your order, you can do so at any time before the goods are dispatched by emailing us at kundenservice@nordery.com. We will then immediately cancel your order and transfer the money back to you if you have already made a payment.

Unfortunately, it is not possible to subsequently change an order that has already been placed. You can email us at kundenservice@nordery.com with your order number and we will be happy to adjust your order.

shipment

We charge a shipping fee regardless of the package size. We also ship to selected EU countries. All prices and important information about shipping can be found under Shipping & Payment.

You can pay us with all common payment options. You can find an overview of the payment providers in the Shipping & Payment section.

If you pay in advance, we will only ship your ordered goods when we can confirm receipt of payment. We reserve your goods for you for 7 days from the time you place your order. If we find that no payment has been received within this time, we will remind you by email. If there is no response within a further 3 days, we reserve the right to cancel your order.

Important information for the transfer:

Please always state your order number as reference so that we can allocate the payment accordingly. In the case of a return, the amount to be refunded will be transferred back to the bank account through which the incoming payment was made.

Our bank connection:

Account holder: Jasmine Kirst
Bank: GLS Bank
IBAN DE02 4306 0967 1009 5891 01
BIC GENODEM1GLS

We work together with the service provider Klarna. If you select the payment method "Payment on account", you will receive an e-mail with the payment instructions after your order. Please transfer the invoice amount directly to Klarna within 30 days. You will also receive an e-mail from us with an invoice, but this is only for informational purposes in this case. In our invoice you will find the note again that the invoice amount must be transferred directly to Klarna.

Sometimes you may not be able to select the "Payment on account" payment method because the provider carries out a credit check when you are asked, which we cannot influence.

You can find more information about paying with Klarna here.

The shipping costs are calculated on the basis of the final order value after deduction of all discounts. It is therefore possible that the shipping costs will be recalculated at the end of the ordering process and costs will be incurred accordingly if you have entered a code and thus fallen below the minimum order value for free shipping.

If you've entered a free shipping discount code and it doesn't work, the code may have expired or isn't applicable to you. We'll be happy to check this for you if you send us an email.

We send the invoices by email to the address you provided when ordering. Please check whether the e-mail may have ended up in your spam folder. If you still haven't received it, please send us a short message and we'll just email it to you again.

delivery

As soon as your order has left our warehouse, you will receive a corresponding notification by e-mail with details of the shipment data. You will be automatically notified by e-mail with every status update, so that you are always up to date on where your shipment is at the moment.

If the package has obviously already arrived damaged, it is best to refuse to accept it. By accepting the package, you confirm that you have received the package in undamaged condition.

If you only notice afterwards that products have been damaged, we ask you to document the damage with photos and contact us as soon as possible (within max. 7 days from the time of delivery). Please let us know what exactly was damaged by sending an email to kundenservice@nordery.com stating your order number. We will contact you immediately to clarify the case.

returns

Unfortunately we do not offer free returns. However, we reward those who do not return an order with the No Return Award . All important information about returns can be found under Returns.

If you find that something does not meet your expectations, you can send the unwanted items back to us within the cancellation period. The return costs are to be borne by you.

1. Please pack the items you want to return well protected and preferably use the original shipping carton.

2. Please remove or cover any address labels on the packaging and stick on the new returns label.

3. Please send the package insured with proof of postage.

The return address is:
nordery
c/o Greenfillment UG
Mittelstrasse 16/99-475
15827 Blankenfelde-Mahlow
Germany

You can find more information about returns in our cancellation policy.

If you have selected the payment methods "Payment by Sofort (Klarna)" or "Payment by invoice (with Klarna)" when placing your order, you must also register the return on klarna.com or in the app. To do this, please log in to klarna.com with the e-mail address used when ordering and select "Report return" as the status. You can find more information about the return process directly at klarna.com

If you only return part of the ordered goods, we will only refund the value of the returned goods and keep the shipping costs for the outward shipment, provided that you have paid the shipping costs. If the amount is still incorrect, please send us an email to kundenservice@nordery.com, stating your order number, and we will clarify this as soon as possible.

CLAIM

Please email us at kundenservice@nordery.com, stating your order number, a brief description of the damage and a photo as proof. Our customer service will contact you as soon as possible to clarify your case.