FAQ - Frequently Asked Questions
Answers about orders, shipping, payments, and more.
Orders & Shipping
Where do you ship from?
All orders are packed and shipped from Germany. Every product comes directly from the United States, already imported no extra fees for you.
Which countries do you ship to?
We ship within Germany and selected EU countries. Shipping availability will be displayed during checkout.
How long does delivery take?
- Germany: 10–16 business days
- Europe: 9–16 business days
- International: 12–18 business days
How much does the shipping costs?
Shipping costs are calculated at checkout depending on weight and address.
How do I track my order?
You’ll receive a tracking link by email as soon as your order ships.
Products & Availability
Are your products authentic?
Yes, all items come directly from official U.S. suppliers and are 100% original.
Why are labels in English?
Products keep their original U.S. packaging. Expiry dates are valid and clearly printed.
What if a product is out of stock?
It will show "Out of stock". Many items restock frequently.
Do you offer bundles or special boxes?
Yes, snack boxes, breakfast sets, seasonal bundles and many more.
Are expiration dates safe?
We only ship items with valid best-before dates.
Payment & Prices
Which payment methods do you accept?
PayPal, Klarna, Visa, Mastercard, SEPA, Apple Pay, Google Pay.
Are your prices in Euros?
Yes, all prices are in EUR (€).
Do I pay customs or import fees?
No. Imports from the U.S. are handled by us. You pay nothing extra.
Do you offer discounts?
Yes, sometimes. Best way is through newsletter or via our Instagram.
Returns & Refunds
Can I return products?
Yes within 14 days if unopened and unused.
What items cannot be returned?
Opened or perishable food unless defective.
What if my order arrives damaged?
Contact us with photos within 24–48 hours.
What if my parcel is lost?
Email us with your order number we’ll replace or refund.
Who pays return shipping?
Customer, except when the product was incorrect or defective.
Contact & Support
How can I contact support?
Norwell.co.info@gmail.com
What are your customer service hours?
Monday–Friday, 07:00–20:00 CET.
Do you offer custom orders?
Yes, contact us with your request.
Where can I find legal policies?
In the footer: Shipping, AGB, Returns, Privacy Policy.
