FREQUENTLY ASKED QUESTIONS
Q: What is the last date to order to ensure the gift arrives before Christmas Eve?
A: The last order deadline for delivery before Christmas is December 15th at 24:00 CET. However, we will continue sending packages up until December 23rd.
Q: Do you offer express delivery?
A: We ship using DHL's 'To Door Delivery', which is their express service. We dispatch packages daily from Dale and will do our utmost to ensure you receive your gifts before Christmas Eve if you order before December 16th.
Q: Do you offer an extended return policy for Christmas gifts?
A: Yes, all gifts purchased on the website from November 1, 2025, can be returned up to January 15, 2026.
Q: How do I return a Christmas gift purchased online?
A: Please use the following steps to return the gift:
-
Use the link "Register a return from this order" in the order confirmation received by email from us. If you can't find the order confirmation, you can register the return by creating a customer account.
-
Select the items you want to return and fill in your details.
-
Once your return is registered, you will receive an email with a return confirmation from us. This will include a prepaid return label as an attachment.
-
Place the item you wish to return in the same packaging in which you received it. Seal the package well. Print the return label received in the return confirmation and attach it visibly to the package. This provides you with free return shipping.
- Deliver the package and the waybill to a DHL delivery point, or you can order a DHL pickup. (Information on how to do this will be provided in the return confirmation email sent to you).
Q: Do you sell gift bags?
A: Yes, we offer gift bags in two different sizes for. You can buy the gift bag here.
Q: Do you have digital giftcards?
A: Unfortunately, we do not sell digital gift cards at the moment.
Q: Which products do you recommend as Christmas gifts?
A: Take a look at our Christmas gift guides for inspiration for this year's gifts.
Q: Are there any special terms for promotional items, such as returns?
A: Promotional items follow the same terms as full-price items. The standard return policy is 14 days, but we offer an extended return policy from November 1 to January 15, 2026. If you wish to return a promotional item, you will be credited the amount you paid for the item.
-
-
Q: Do you ship world wide?
A: Yes. We ship to all countries around the world. If a country is missing, please send an e-mail to helpdesk@dale.no.
Q: When can I expect my delivery?
A: Normally we have about 3-5 days delivery. Please note that due to increased demand during Black Week, delivery can take up to 10 days.
Q: Do you offer free shipping?A: No, the shipping cost is 12 EUR.
Q: I want the order shipped to a different address than my own. How?
A: Once you have clicked "go to checkout" from the shopping cart, you have the opportunity to change the Delivery Address after you have entered your information.
Q: I have not received my order, can I track my parcel?A: You will receive an email with a tracking link as soon as your order leaves our warehouse. If you cannot find this email, please check your spam or junk folder, as it may have been filtered out. If you still can’t find it, you can contact us at Kundeservice.
-
Q: What payments solutions are available?
A: We offer several convenient payment options. You can pay securely through Klarna using any VISA or Mastercard. We also provide PayPal, as well as Google Pay and Apple Pay when supported by your device and browser.
Q: Klarna declined my payment, what do I do?
A: Klarna has the right to decline payments through their service. You can read more about why your payment could have been declined here: Declined payment. You can also contact Klarna directly here: Customer service | Klarna International . To complete your purchase you can also pay through one of our other payment options.
Q: I can’t pay with my credit card, what do I do?
A: Check that you have coverage on your card or try to pay with another card. If there still is problems with your cards, we recommend you to contact your bank or use our other payment solutions such as PayPal or Google Pay. If you still have problems, send an e-mail to us at helpdesk@dale.no
Q: Where can I enter the discount code?
A: In the Shopping cart, under the overview of the products, it says the following: "Add discount coupon". Click on it and the discount code field will be visible. Once the code has been entered, press "Add" and the discount will be visible together with your total amount.
Q: Why does it say that the discount code is invalid?
A: Some discount codes do not work on all products, for example they may not be applicable to already discounted items. Please also double-check that the code is entered correctly, with no extra spaces before or after the text and no spelling mistakes.
Q: When will I receive my order confirmation?A: Order confirmation is sent by e-mail shortly after the purchase is completed. It may happen that the order confirmation did not go through the spam filter in your email, and the order confirmation may therefore end up in spamfolder. So take a look there too.
Q: I have not received my order, but my card has been charged. What should I do?
A: When you pay by credit card, the amount is reserved at checkout, but it is only withdrawn once your order has been shipped from our warehouse.
Q: I have not received an order confirmation, but my card has been charged. What should I do?
A: Reservation of the purchase amount also applies here. If there is an error in the system, and the order has not been registered in our system, Klarna will contact you and inform you about a refund of the amount deducted / reserved. Feel free to contact us via email at helpdesk@dale.no and we will help you.
-
Q: Can I exchange an item?
A: Unfortunately, we do not do direct exchanges. If you'd like a different size or color, please return the item(s) to us for a refund and place a new order.
Q: Can I return an item?
A: Yes, you can return your product within 30 days from the shipment date if you change your mind. To use our free return service, please make sure to register the return online before sending the item back, as this is required to receive a pre-paid shipping label.
Q: How do I return an item?
A: Purchases made from our online store can only be returned via our online return process. Please use the following steps to make your return:
- To initiate the return process:
- Use the link “Register a return from this order” in our order confirmation email. If you can’t find your confirmation email, you can access the online return process by creating a customer Please refer to section c) below.
- If you have a customer account, you can log in to your customer account and go to your order.
- You can use this link to create a new customer account. Please note that you need to submit the same email address as originally used for your purchase.
- Choose the item(s) you wish to return and fill in your details.
- When the return form is completed, we will send you a return confirmation email. Print the pre-paid return label and the waybill attached.
- You can reuse the original packaging received from us. Properly seal the package and stick the pre-paid return label on the outside of the parcel. Make sure to cover the original shipping label if using the original packaging. Please note that if you return the item(s) without the pre-paid return label and without using DHL as a courier, it will be at your expense and at your own risk.
- Deliver the package and the waybill to a DHL delivery point, or you can order a DHL pickup. (Information on how to do this will be provided in the return confirmation email sent to you).
Once your return is inspected and accepted by our quality inspector, we will release your refund.
Q: What will I get refunded?
A: Once your return is inspected and accepted by us, we will refund your order and shipment cost to your original form of payment. Please note that we do not refund any taxes or duty paid. If you return part of an order, you will be refunded the cost of those goods only. Shipment cost will not be refunded.
Q: When do I get my refund?
A: When we have inspected and accepted your return, it can take up to 14 days before the refund is visible on your account.
Q: I am missing an item in my order - what do I do?
A: Please send us an email at helpdesk@dale.no with your order number in the subject line, and we will help you out.
Q: The item I received is not what I ordered – what do I do?
A: Please send us an email at helpdesk@dale.no with your order number in the subject line, and we will help you out.
Q: I have received a faulty item – what should I do?
A: Please send us an email at helpdesk@dale.no with your order number in the subject line, and we will help you out.
-
Q: When will I receive my refund?
A: Once we have processed the return, the payment provider provides the refund. The refund will be made within 7-14 business days after we have notified the customers of the refund.
Q: Has my package been returned?
A: Send us an e-mail with your order number to helpdesk@dale.no and we will help you.
-
Q: Why are Dale of Norway products expensive?
A: We have great respect for the high price tag. Dale of Norway has had continuous production in Norway for over 140 years.
With production in Norway, we are in control of the work environment and the compliance of health and safety protocols (HSE). Classic issues seemingly sticked to production in developing countries, such as exploitation of workers, dangerous working environments and polluting emissions are thus avoided.
In a company that focuses on premium quality at all stages, highly skilled employees are not only valued, but a necessity. We have full control over quality, working conditions and the environmental impact of producing in Norway. We have a relentless focus on premium quality in smaller volumes.
The lifespan of our products is as important as elegant, timeless designs. Garments you’re truly fond of are better taken care of. And should they still be damaged, you would rather repair them than throw them away. By securing these values and delivering on our promises to our customers, reflects the price of the work and quality of the garments. We feel confident that what we offer is of good value.
Q: Where are the Dale of Norway products made?
A: At Dale of Norway, quality and craftsmanship are always at the core of what we do. All our designs are developed in Norway, inspired by nature, tradition, and our rich archive of iconic patterns. Most of our garments are knitted at our factory in Dale, where we have produced since 1879. Some of the sewing is also done here, while the majority takes place at our own factory in Poland. This factory, Wool Group Poland, is located in Bartoszyce in the northeast of the country and is fully owned by Dale of Norway – allowing us to maintain the same high level of quality control as we do in Norway. You can read more about the factory here.
Some products require specialized machinery and technology that we currently do not have in-house. For this reason, we produce Baselayer garments in China, Superfine garments in Poland, and socks in Finland. We also produce certain sweaters made from blended yarns at a premium knitwear supplier in Italy, enabling us to use techniques not possible with our own equipment. All our garments are clearly labeled with their knitting location, both on our website and on the product itself.
Q: How are Dale of Norway’s sizes?
A: We offer standard sizes and if you are unsure of your size, you can find our size chart here: Size chart
Q: Are Dale of Norway’s products made in 100% wool?
A: We use wool in all our garments, with a few exceptions. Our garments are mainly made with 100% wool. In order to make garments for different seasons and weather, the wool must be mixed with different additional materials to get the right breathability and function. Material information is specified on each garment. If you do not find the information you are looking for about our garments, send us an email to Customer Service and we will help you.
Q: Where does the wool come from?
A: We use different types of wool in our collections, and each wool quality is sourced from different parts of the world depending on the type. For example:
- Our 100% lightweight wool mostly comes from South America.
- Our 100% Merino wool mainly comes from South America and New Zealand.
- Our 100% Norwegian wool comes from Norway.
You can read more about our wool qualities here: Our wool family
Q: What does "micron" mean?
A: Micron refers to the thickness of the wool fibers – how thin each individual wool fiber is. A low micron indicates fine and soft wool, while a high micron indicates more robust and durable wool.
Q: What does "PLY" mean?
A: Ply defines how many strands are twisted together in a yarn. 3 ply yarn, for example, is composed of three single strands. In most cases the higher the number of strands, the thicker the yarn will be.
Q: What does "Gauge" mean?
A: Gauge is defined by the number of knitting needles per inch used in the production of the garment. High gauge indicates many thin knitting needles. This provides for light-knit garments with corresponding many, small stitches. Low gauge indicates fewer and larger knitting needles. This provides for heavy-knit garments with fewer and larger stitches. Our lightest garments have 22 knitting needles per inch (22 gauge), while our chunkiest have only 5 knitting needles (5 gauge) per inch.
Q: How do I wash and dry my wool garments?
A: For more information on how to take care of your wool products, see our care-guide here: How to care for your wool
Q: Where can I find more information about wool?
A: You can find more information about the unique properties of wool here:
Q: What are the different types of wool, and what does it mean?
A: More information on the different types of wool can be found here:
-
Q: Do you have patterns to knit Dale of Norway products ourself?
A: No, unfortunately we do not. In 2014, House of Yarn took over the production of, and the brand "Dale Garn". So if you are looking for knitting patterns, or yarn from "Dale Garn", please check out their contact information below.
Website: Dale Garn | House of Yarn | Størst på inspirasjon, design, og garn!
Email: kundeservice@dalegarn.no
Phone number: +47 51612200