FAQ

ORDERING & SHIPPING

Do you deliver internationally?

Absolutely. We deliver Fitjar Islnads products all over the world. There are however some countries that we have had to exclude due to challenges with the delivery methods and/or the import/export process. Among these Russia, Ucrania and unfortunately also the territory of Svalbard. Please contact us if you live in either country and are desperate for our products, and we will see if we can figure something out.

How do I know that my order has been registered?

After payment, you will receive an automatic order confirmation by mail from us. If you did not receive an order confirmation, we have not registered your order. Please try again or contact us at hello@fitjarislands.com for help.

Can I track my order?

International orders can be shipped with regular post or DHL. If you chose DHL at checkout as your delivery method, your parcel will be fully trackable form the moment we create the delivery and the courrier collects it in our warehouse. If you chose regular post as the shipping method, the parcel will be trackable only until the moment it departs from Norway. Thereon it will be the local post offices that take charge of the parcel. The Norwegian post system has an integration with the post systems in some European countries. If that is the case with your country, you may track the parcel with the sam number in the page of the national post service of your country. If the tracking number does not give you any information, that means that there isnt an agreement in place and you will not be able to follow up the shipment before it appears in your letterbox. By picking this method you accept this, and we will not able to refund you should your packet get lost in the mail. If you are unable to trust the postal service in your country, need your products delivered quickly or simply want to make sure that you can track them you can pick delivery with DHL. The costs for your area will appear automatically at checkout. Read more about our shipping options here.

All orders within Norway are shipped with PostNord, and all packages are trackable. You will receive a tracking number directly from PostNord when the package is registered at the reception center in Haugesund. Since our factory is located outside a central area, packages are picked up from us only three times a week and forwarded to the reception center on the next business day. Therefore, it may take between 3 and 8 days from the time you place your order until you receive your package.

How long will my order take to reach me?

If you live in Norway, your package will take between 3 and 8 days to arrive, depending on where in Norway you are located. If you live abroad and choose DHL as your delivery method, the parcel will take between 3 and 8 days to reach you, depending on where you are located in the world. If you live abroad and choose Regular Post as your delivery method, the parcel can take anywhere from 1 to 3 weeks to arrive. Delivery time depends on your location, the efficiency of the postal service in your country, and/or whether the parcel has been stopped by customs for processing. Most packages will take no longer than 15 days to reach their destination. If they take longer, it has most likely been stopped by customs authorities in your country for inspection and processing. In this case, customs will contact you directly. We have no way of knowing if this has happened until they contact you, so you will just need to be patient. If you want fast delivery and to always know where your package is, choose DHL as your shipping method.

What happens if my products arrive damaged?

No problem. Please send us a mail to hello@fitjarislands.com and we will take it from there.

What happens if my order does not arrive?

If tha packages was sent with DHL, please send us a mail. We will send you a new parcel and take the case further with DHL directly. If you chose Regular Post as your delivery method we will unfortunately not be able to refund your order nor send you a replacement. If you want to make sure that you can track your order all the way and that please pick delivery with DHL.

Can I cancel my order?

So long we have not delivered the package to the post office you can send a mail to hello@fitjarislands.no to inform us about the cancellation. We normally process the orders the same day they arrive so please send  us your request as quickly as possible. The payment will be refund the order to the same account used for paying.

I just placed an order and want to change or add products to my order, can i do it?

Yes! As long as we have not delivered the package to the post office you can send a mail to hello@fitjarislands.no to inform us about the changes. Please send us your request as quickly as possible after you place your order to ensure that we can make the chages required. Any eventual partial refunds or additional payments will be handled direclty with you thereon.

Can I change the delivery address of my order?

So long we have not delivered the package to the post office you can send a mail to hello@fitjarislands.no to request a change of delivery address. After the parcel has been handed over, changes are possible only with a surcharge, which is the surcharge that the trasnportation company will charge us for to do the change. Please send a mail to hello@fitjarislands.no to inform us about the change. Additinal payment for surcharge will be handled direclty with you as neeed.

We are a company that want to implement your products in our offices, do you have any special agreements for companies?

We do! Please send an e-mail to fitjar@fitjarislands.com and we will take it from there.

We are a company and want to buy presents for our employees, do you have any special agreements for company presents? 

We do too! Please send an e-mail to fitjar@fitjarislands.com and we will take it from there.

 

PAYMENT

What payment methods do you take?

You can pay with credit cards like Visa, Mastercard and with PayPal. Read more about the payment methods here.

I live outside Norway; do I have to pay the Norwegian VAT (MVA)?

No you don’t. If you are ordering from our English language website you will notice that the prices are lower than the prices on our Norwegian language website, this is because the prices shown already exclude the MVA. If you are placing an international order from our Norwegian language website, the VAT (MVA) will be deducted at check out. Please be aware that Norway is not an EU country and all parcels sent will be subject to customs clearance on arrival to your country. Clearance and VAT will be then charged on arrival according to the applicable values in your coutry. Norwegian VAT is 25% for most countries this means that the VAT will be lower than what you would pay if the products were bought in Norway or with duteies pre-paid. Tax-free limits vary from country to country so we advise that you check in case you want to maintain the order undder the taxable limit.

Can you mark my order as gift so I can avoid paying VAT and customs fees in my country?

Sorry, we will not mark orders as “gift”. This is illegal and will only get both you and us into trouble.

 

PRODUCTS

How can you say that your moisturisers are alcohol free, when they have the ingredient cetearyl alcohol?

We are glad to hear that you read ingredient lists thoroughly, and we agree with you that alcohol (in the form of denatured spirits or isopropyl alcohol) is not a desirable ingredient in moisturisers. We are even happier to tell you that cetearyl alcohol is not that kind of alcohol, but a fatty alcohol that is a protecting and moisturising ingredient. If you are interested in learning more about this, we can recommend this article from Paula’s Choice: alcohol in skincare.

It is important to me that what I eat and what I put on my body is safe, pure, preferably organic and have as little chemicals as possible, and I am wondering if your products are in line with this or not?

Our products are pure, mild and developed to cause the least possible risk for adverse reactions, but do check the ingredient list before use if you have known allergies. Our products are paraben-free and contain no colourants. We use mostly only organic oils, where possible. And we do not test on animals, of course.

What should I choose, shaving cream or shaving soap?

This mostly depends on your personal preference, style and skin. Read our post on how to choose between shaving soap and shaving cream. If you need further help, please take contact with us.

It is so difficult to decide which fragrance to buy, how can I choose?

Ha! Our favourite question to answer: You don’t have to choose, at least not before you have tried! We have made it easy for you to try them all with our Islands Hopping set.