Mathilde Pillow

Small to Medium Orders and items: We fulfill these orders from our Mpls shop within just a few days (often same day!) + shipping time. These items ship USPS or UPS, which usually have a delivery time of 1-5 days. Upon fulfillment you'll get an email with a tracking code so you'll know exactly when you'll receive your order.

Large Items + Most Furniture: Please allow 3-5 weeks for fulfillment & delivery (unless specified on the product page that it will take longer) for in-stock and non-custom items that ship freight. We will communicate with you each step of the way. If anything deviates from the above timing we'll be sure to reach out to you. Here's a bit about how freight shipping works: 

• Tracking Codes: Once the order is picked up from us, we'll send you an email with a tracking code. This usually takes 1-2 weeks from the day you placed your order.
• Delivery Appointment: Within usually 3-10 days of getting the tracking code email, the freight company will call you to schedule delivery so be sure and answer any unknown numbers. The final delivery date/time is up to you to schedule with them. Please note this timeframe can vary quite a bit as it depends largely on the freight company and your location.
• Most furniture delivery includes going into the first covered area (meaning garage, porch, etc) and is then unpacked by you. If you want white glove or rush delivery, please reach out (see below) and we can easily add that to your order and determine the exact charges at that time. 

Custom Pieces: Custom pieces will have timing displayed on their product page. Most custom furniture takes about 10-14 weeks to be delivered.

Pre-Order Items: These items will display a back-in-stock date on the product page. Once the item is back-in-stock, the 3-5 week fulfillment & delivery time begins. 

As always, if you have any questions, don't hesitate to reach out. You can use the website chat feature, or message us on Instagram & Facebook or use our contact form on the contact us page. We're in the shop 9-4 CST Monday-Friday and Saturdays & Sundays from 11-4 CST. 

SHIPPING POLICY

Shipping is available in the contiguous United States and Canada. Currently, we do not ship furniture outside of the United States. Hello Norden ships Monday through Friday, excluding holidays. All orders are processed within 3-5 business days unless longer lead times are specified in a product's description or there's a unique situation, in which we will communicate with you directly. Processing times are in place regardless of how many shipping days are specified at the time of order. If the item you order has an unexpected delay, we will contact you directly. We ship small and medium items via UPS, which usually delivers in 2-3 days. Large items go freight, which takes 1-3 weeks and we will communicate with you multiple times during processing and delivery to let you know where things are at. If you need a quicker freight delivery time, please contact us before placing your order. We can often accommodate this for an extra charge.

If we are experiencing a high volume of orders, usually during holidays or sales, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you directly. Delivery delays can occasionally occur based on weather/holidays etc.

Most orders ship out of our shop in Minneapolis, MN. Hello Norden offers free shipping on orders over $175, exclusions apply for lighting under $175 and large items such as some artwork, furniture, and rugs. Local pick-up is available for select items.

Shipping charges for your order will be calculated and displayed at checkout.

Free Shipping Exclusions:
- All large artwork orders require a $200 shipping cost due to size and care in shipping.
- Large furniture and decor requiring freight delivery. 
- All rugs shipping ranges from $15 to $240 depending on size and/or weight.

INTERNATIONAL SHIPPING:

At this time we do not offer shipping outside of the US and Canada. To arrange international delivery, we recommend using a freight forwarding company that will ship to your country. Please note customers are responsible for all import taxes, duties, carrier fees and customs declarations.



LOCAL DELIVERY:

Local furniture delivery is available within the Twin Cities. This service is available in a 50 mile radius from Minneapolis zip code 55411 incurs a fee between $90-250. We use the service Lugg, whose fees range from 1 to 2 people and small (for ex, one chair) to large (for ex a dining table and chairs, and a couch) orders. Select In-Store Pickup at checkout and then include a note that you'd like to have it delivered. The Lugg cost is calculated based on order size and distance from our shop, so we will arrange that fee with you separately after your order is placed. 



IN-STORE PICKUP:

In-store pickup is available for a majority of our items and is dependent upon stock availability. If an item is unavailable at the store, please note the item must be removed in order to proceed with checkout for store pick up. Unfortunately at this time we are not able to offer store pick-up and shipping fulfillment in a single order. If you'd like to do that, simply place two orders. Or feel free to contact us at any time and we can help you with this.



DOMESTIC FREIGHT SHIPMENTS:

Standard freight shipments are not able to ship to Hawaii. Please call for a quote to ship to Hawaii. Additional shipping charges may occur when shipping freight items to some states.

RETURN POLICY:

We hope you love your HN item/s. But if for some reason you are not completely satisfied with your purchase, we accept returns on select items within 30 days of receipt. Items must be postmarked by the 30th day to be eligible for a refund. Please fill out the form on our contact us page to begin a return for your order.

Please note all original shipping charges are non-refundable and return shipping costs are the responsibility of the customer. We recommend all returns be sent insured and with tracking as we cannot be held responsible for lost or damaged products. It is the responsibility of the customer to ensure the item is adequately packaged for return. Hello Norden cannot accept responsibility for any packages lost, stolen or damaged in transit. Once we receive your item we will process your return and a refund will be issued to either your original payment method or gift card. You will receive an email confirmation once your return has been accepted and your refund will be processed within 5-7 business days of receipt.

All items must be in new, unused condition with any tags still attached and packing intact. Returns that are damaged, soiled or altered may not be accepted and sent back to the customer.

All custom orders, made to order items, flash sale items, furniture (excluding vintage), artwork, sale items, and chandeliers are final sale and cannot be returned.

In the instance a non-returnable or final sale item is approved for a return, a credit will be issued minus a 20% restocking fee. All credits are issued in the form of an electronic gift card.

GENERAL:

Discount codes cannot be used on sale, some lighting and furniture pieces. Discount codes cannot be combined with other discount code and they can only be used at time of checkout. Please note discount codes do not apply to shipping.

Gift cards can be purchased here. Gift cards are delivered by email and contain instructions to redeem them at checkout.

Please note, some of our products are vintage items. This makes them one of a kind and slightly imperfect, (we call them perfectly imperfect!) Our vintage items are thoroughly inspected and meet our high quality standards. Condition is already reflected in price.



CARE INSTRUCTIONS:

Most of our items are dry clean only, unless otherwise stated on product page. For our larger upholstered items, we recommend professional cleaner only.

For further information on any of the above please contact us.