Shipping policy

Last updated: [28.04.2026]

At Norrsoil, we aim to make shipping clear, reliable, and transparent. This Shipping Policy explains where we ship, how quickly orders are processed, estimated delivery times, shipping updates, and what happens if there is a delay or delivery issue. EU consumer rules require online sellers to provide clear information about delivery arrangements, shipping costs, and the ordering process before the contract is concluded. (business.gov.nl)

1. Company information

Norrsoil
De Emoe 12
7609 HG Almelo
The Netherlands

Email: info@norrsoil.com
Phone: +31 6 39 42 92 16
Business hours: Monday to Friday, 09:00–17:00
VAT number: NL001174023B76
KvK number: 75067501

If you have any shipping-related questions, please contact us at info@norrsoil.com.

2. Shipping regions

We currently ship within Europe. Shipping availability may vary depending on the destination country, courier coverage, and operational conditions. If your delivery address is not available at checkout, please contact us before placing an order.

3. Order processing time

Orders are generally processed and handed over to DHL within 24 hours after the order is placed, excluding weekends, public holidays, and exceptional operational delays.

Please note that order processing time is separate from delivery time. We aim to process orders quickly, but occasional delays may happen during busy periods, system checks, address verification, or circumstances outside our control.

4. Estimated delivery time

After dispatch, your order is generally expected to arrive within 2 - 3 business days.

Delivery times are estimates and may vary depending on the destination, courier handling, weather conditions, public holidays, or other external factors. Under EU consumer rules, if no specific delivery time has been agreed, goods generally should be delivered within 30 days. (European Union)

5. Shipping carrier

Orders are shipped with DHL.

Once your order has been dispatched, you may receive shipping confirmation and, where available, tracking information so that you can follow the progress of your parcel.

6. Shipping costs

Shipping costs, if applicable, will be shown during checkout before you complete your order. Customers must be able to see the full costs of the order, including shipping and delivery charges, before the purchase is finalised. (European Union)

If we offer free shipping promotions, minimum order thresholds, or country-specific shipping rates, those details will be shown on the website or at checkout.

7. Delivery address and failed delivery

Please make sure that your shipping address is complete and accurate before placing your order. We are not responsible for delays or delivery issues caused by incorrect, incomplete, or outdated address details provided by the customer.

If a parcel is returned to us because the address was incorrect, delivery could not be completed, or the parcel was not collected in time, we may contact you to arrange re-shipment. Additional shipping charges may apply where appropriate.

8. Delivery delays

We always aim to dispatch and deliver orders as quickly as possible. However, delivery delays can sometimes happen due to courier issues, customs handling where relevant, public holidays, weather events, high seasonal demand, or other circumstances beyond our reasonable control.

If your order is delayed beyond the expected timeframe, please contact us at info@norrsoil.com so we can review the shipment status with the carrier. Under EU consumer rules, if no delivery date was agreed and delivery is not made within the legal timeframe, the customer may in certain situations give the trader an additional reasonable deadline before cancelling the order. (European Union)

9. Damaged, lost, or incorrect deliveries

If your order arrives damaged, appears to be lost, or you receive the wrong item, please contact us as soon as possible at info@norrsoil.com.

Please include:

  • your order number

  • a short description of the issue

  • clear photos of the parcel and product, if applicable

We will review the situation and work toward an appropriate solution in line with applicable consumer rights and our internal handling process. EU consumer protection rules require clear information about customer rights when something goes wrong with a purchase. (European Union)

10. Customs, duties, and taxes

For deliveries within the European Union, import duties generally do not apply because of the free movement of goods within the EU, although VAT rules and other compliance requirements may still differ depending on the transaction. (business.gov.nl)

If you request delivery outside the EU in the future, customs duties, import taxes, or local handling fees may apply depending on the destination country. These charges are generally the responsibility of the customer unless clearly stated otherwise before purchase.

11. Order confirmation and shipping confirmation

After placing an order, you should receive an order confirmation. Once the order has been dispatched, we may send a shipping confirmation email with shipment details. Dutch guidance for online sales states that customers must receive clear order information and order confirmation. (business.gov.nl)

If you do not receive confirmation emails, please check your spam folder or contact us.

12. Returns and shipping-related return costs

If you wish to return a product, please refer to our Returns & Refunds Policy.

For returns from within Europe, a flat return fee of €4.99 applies and will be deducted from the refund, unless mandatory law requires otherwise or the return is due to our error. Return procedures and legal withdrawal rights are explained separately in our returns policy. EU consumers generally have a 14-day withdrawal right for online purchases. (European Union)

13. Contact

If you have questions about shipping, delivery times, or a shipment already in transit, please contact:

Norrsoil
De Emoe 12
7609 HG Almelo
The Netherlands
Email: info@norrsoil.com
Phone: +31 6 39 42 92 16