Returns and Complaints

As a customer, you have a full right of withdrawal within 14 days after receiving your item(s) in accordance with Norwegian consumer legislation. For orders collected in store, the withdrawal period begins 7 business days after the order has been registered and you have received notification that the package is ready for collection. The right of withdrawal applies even if the items are on sale.

A return form and information regarding the right of withdrawal are included with all orders. The return form must be used. The item must be returned in the same condition as when you received it. This means that the item must be unused, the tags must still be attached, and the item must be free from any smell or stains. Items must be returned in their original packaging where possible.

The customer is responsible for covering any return shipping costs. Ma Colline Boutique AS is not responsible for any damage that may occur during return shipping, so please ensure that the item(s) are properly packed.

Returns should be sent to:

Ma Colline Boutique AS
Schultz gate 19
0365 Oslo
Norway

Return procedure

1. Fill out the return form that was included with your order. If you have lost it, you can download and complete a new one here.
2. Place the return form together with the item(s) you wish to return in the packaging you received from macolline.no.
3. Prepare the return shipment and send the parcel using a shipping provider of your choice. You are responsible for covering any return shipping costs. We recommend using a service that provides tracking.
4. Deliver the return parcel to your chosen shipping provider.
5. You will receive an email confirmation as soon as we have processed your return. Please note that processing returns may take up to 14 days.

If the conditions for the right of withdrawal are met, we will refund your payment as soon as the return has been processed. The refund will normally be transferred back to your account within 3–5 business days, depending on your bank. During holiday periods such as summer holidays, Christmas and Easter, processing time may take up to 2 weeks.

Please note that items made to order or produced according to the customer’s specifications are not eligible for return. This includes, among other things, custom pillows, made-to-measure curtains, seat cushions, wall textiles and decorative pillows made specifically for the customer.

Certain sale items or display models may also be excluded from the right of return.

Complaint

If the item you have received is defective, you have the right to make a complaint within 2 years from the date you received the item. This requires that you notify us within a reasonable time and provide a receipt and/or order number confirming that the item was purchased from us.

The right to complain does not apply if the product has been used excessively or handled or washed incorrectly.

If you wish to file a complaint, please send an email to post@macolline.no so that we can provide you with a complaint form. Please include clear photos of the product in your email. We will first attempt to replace the item with a new one. If the item is sold out, we will refund the purchase amount.

Refunds for returns and complaints

Once we receive your return, you will receive a confirmation email from us. If you return the entire order, the value of the item(s) will be refunded within 14 days after we receive the return.

For payments made by card or Vipps, the refund will be transferred back to the payment card used when placing the order. It normally takes 3–10 days before the funds are visible in your account.

If you used Klarna invoice and return all or part of your order, the invoice will be updated when your return has been processed. If the invoice due date has passed before the return is received, Klarna must be contacted to avoid possible reminder fees. This can also be managed through the Klarna app. If the invoice has already been paid, Klarna will refund the amount.

Shipping damage

Unfortunately, items may occasionally be damaged during transport. 
If your item has been damaged during shipping, this must be reported immediately, and the following steps must be taken:

1. Secure photographic documentation of the damage, including both the packaging and the damaged item.
2. Send an email to post@macolline.no with the photos, a description of the damage, and your order number.
3. Keep the shipment, including the original packaging, intact until the matter has been resolved.