Frequently Asked Questions

Shopping Basics

Changes to exisiting orders can only be made as long as the order has not already been packed. If you wish to change an order, please contact us on +47 22 42 22 47 between 10.00-18.00 monday to friday or via our chat. You can also send us a mail to kundeservice@bobbys.no. Remember that response times on mail are usually longer than via phone and chat.

As per Norwegian rules and regulations and the right of withdrawal, you can return a product within 14 days from receipt. 

If you wish to return a product, fill out the return form which was attached to the order confirmation mail you received when placing the order. The goods should be unused and in the same condition as when they were bought. Any labels must be attached and the original packaging must be included.

It is not possible to add a product to an existing order, but you can place a new order with the additional items you want. Once this is done, send us a mail to kundeservice@bobbys.no or call us on +47 22 42 22 47 with the order confirmation numbers for both orders. We can then try to pack and ship your orders together.

Once you have placed an order on our website, you should receive an order confirmation via the e-mail you have registered. If you haven’t received this, the most common mistake is that you have registered the wrong e-mail address, or the mail has gone into your spam-inbox. If you are unsure, feel free to contact us on kundeservice@bobbys.no or via phone +47 22 42 22 47.

 If your delivery address is not correct, or you wish to change this, please contact us via mail on kundeservice@bobbys.no or phone +47 22 42 22 47. For safety reasons, it might not always be possible to change your address.

 
You have a 14 day cancellation policy when buying through Bobbys.no, valid from the day you receive your package. If you want to return any, or all, of the goods you purchased – fill out a cancellation form, pack it together with the goods you want to return and send them back to us to the following address:

Bobbys Hair & Cosmetics
Skippergata 23
0154 Oslo

At the same time, send us a mail to kundeservice@bobbys.no with information on the order, the products you are returning and the tracking number for the return package. Once we have received the goods in return, we will refund your purchase.

Criteria for returns are the following in relation to the product category:

Wigs
Can only be returned with the red exchange label attached. Once this is removed, we can not take the wig in return (bought online). Wigs bought in store can not be exchanged / returned.

Extensions
Can only be returned / exchanged if they are still attached to the original package with packaging intact and are unused. Opened products cannot be returned / exchanged.

Hair and skin care products
Only products in their original packaging, unopened and unused can be returned.

Electrical Equipment
Only products in their original packaging, unopened and unused can be returned.

See more details under our Terms and Conditions:
Terms & Conditions

Bobbys & Me Membership

Bobbys & Me is our loyalty program. Membership is your key to getting points on all purchases, member offers and unique personal benefits when you make purchases in our flagship store in Oslo, or online at Bobbys.com.

A membership gives you:

  • Points on all purchases*
  • Bonus checks to shop for
  • Personal offers – exclusive offers just for you
  • Inspiration and information about our offers via newsletter
  • Priority before sales and various hair events

 *You get one point for every NOK you shop with us. Every time you collect 1000 points you get a value check of NOK 50, if you collect 2000 points you will have two value checks of NOK 50 and so on. On My Pages at Bobbys.com you can see your points balance.

The benefits you get as a Bobbys & Me customer are:

  • You get points on each purchase. These points then turn into coupons that you can use as payment.
  • A 15% discount on your first purchase after becoming a member.
  • Unique membership offers
  • Birthday voucher – if you add your birthdate to your account, we’ll send you a 10% discount voucher on your birthday (valid for 14 days from your birthday).
  • 5 sample products in 12 months – it’s not always easy to know which products to choose, but as a Bobbys & Me member, you can choose five different products over the course of 12 months to sample. We will then fill a small jar with a sample of the product you want so you can test at home. You need to have been a member for minimum two months prior in order to redeem this option.

You get one point for every NOK you shop for. In the event of a return, corresponding points are deducted. Points can be registered afterwards – see question below for how to do this. Always register your Bobbys & Me membership when shopping so you don’t miss out on points and bonus checks.

The points have no validity period, but only one coupon can be used on one purchase.

Yes, we can add your points to your account after your purchase if you have forgot to do so.

In this case, send us a mail to kundeservice@bobbys.com with proof of purchase (receipt for in-shop purchases or order confirmation for online purchases) and we will add the purchase to your account for you.

You can easily register to become a member here:
Bobbys & Me

Or you can also do so in our flagship store in Oslo. We will then send you a SMS with a registration link.

For new customers:
An account with a password must be created in addition to membership in Bobbys & Me.
Try to create an account here: https://www.bobbys.com/my-account/ by selecting “Create an account” under the “Sign in to your account” button.
If it still doesn’t work, please contact customer service.

For existing customers who already were Bobbys & Me members on our old Bobbys.com site, please see question below.

For existing customers who have purchased from us before AND are Bobbys and Me members, please follow the steps below:

  1. Create a new account on this new Bobbys.com site. We unfortunately have not been able to transfer your account from our old site, so you will have to create a new one here: https://www.bobbys.com/my-account/
  2. After you have created the online account, you will have to connect your online account with your Bobbys & Me membership. Go to our Bobbys & Me page and enter your mobile number in the first field. Then click ENTER (Don’t use tab, or any other button). On a mobile device, click DONE. The system will then check if your mobile number already exists in our Bobbys & Me database. If it does, you will receive the following notification:
    “We see that your are already a member. Please login into your account here.”
    This means that your online account and Bobbys & Me account have been connected.

If this does not work for you, please get in touch with our customer service so we can look into this issue with you.

Delivery

When your package is sent out from our warehouse, we will send you an automatic delivery notification by email. In this email you will find delivery information such as tracking number and tracking link. Click on the tracking number to see where your order is. If you have not received a collection notification, you can use the tracking number as a code when you collect your package.

We normally send the packages from us the same day or within 2 working days at the latest. The delivery time will vary somewhat in relation to where in the country the package is to be delivered. Normally, Posten/Bring uses 2-5 working days to deliver. We reserve the right to delay delivery times on special occasions.

Our warehouse is our store in Oslo and all packages are sent from here.

No, since we are a Norwegian-registered company, there is no additional duty or VAT. The price you pay is the one under the product you order. The only thing that is in additional to the product are shipping on orders under NOK 1000.- or if you choose a different / faster shipping option on orders under NOK 1000.-

 If your delivery address is not correct, or you wish to change this, please contact us via mail on kundeservice@bobbys.no or phone +47 22 42 22 47. For safety reasons, it might not always be possible to change your address.

 
You have a 14 day cancellation policy when buying through Bobbys.no, valid from the day you receive your package. If you want to return any, or all, of the goods you purchased – fill out a cancellation form, pack it together with the goods you want to return and send them back to us to the following address:

Bobbys Hair & Cosmetics
Skippergata 23
0154 Oslo

At the same time, send us a mail to kundeservice@bobbys.no with information on the order, the products you are returning and the tracking number for the return package. Once we have received the goods in return, we will refund your purchase.

Criteria for returns are the following in relation to the product category:

Wigs
Can only be returned with the red exchange label attached. Once this is removed, we can not take the wig in return (bought online). Wigs bought in store can not be exchanged / returned.

Extensions
Can only be returned / exchanged if they are still attached to the original package with packaging intact and are unused. Opened products cannot be returned / exchanged.

Hair and skin care products
Only products in their original packaging, unopened and unused can be returned.

Electrical Equipment
Only products in their original packaging, unopened and unused can be returned.

See more details under our Terms and Conditions:
Terms & Conditions

Your parcel is normally at the delivery point for 7 days ready for collection. During this time, you will receive 2 text messages and a reminder by email if the package has not been collected. If it is not picked up, it is automatically sent back to us.

You can easily and free of charge extend the collection deadline from 7 to 14 days in the Posten app or via SMS.

If you do not collect your order, the package will automatically be returned to us. If this has not been agreed with us at customer service, you as a customer will be charged a fee of NOK 350 which covers our expenses for the shipment.

We currently only ship with Posten/Bring and have the following shipping options through them:

  • Pakke til hentested
    This option allows you to pick-up your package at the closest post office or post in store from your location. You can also choose Pakkeboks as an suboption.

  • Pakke til pakkeboks
    This option allows you to pick up your package at your own convenience as the pakkeboks normally has 24h access. Remember that if you choose this option, you MUST download and register for the Posten app in either Apple Store or Play Store.

  • Pakke levert hjem
    With this option you can get your order delivered to your door. You can decide which day you want the package delivered. Posten/Bring deliver packages to your door between 17 and 21 in cities and towns. On the day of delivery, you will receive an SMS about the expected arrival with a shorter time window. In the rest of the country, delivery takes place between 08 and 17.
    You can easily ask us to leave the package if you are not at home when we arrive, but please note that if you live in a building, we at Bobbys or Posten, are not responsible for neighbours or others with bad intentions taking your box if it is delivered outside your door.

  • Pakke til bedrift
    This option allows you to have your package delivered to your door between 08-16, Monday to Friday. As standard, Bring make up to two delivery attempts before the package is returned to the sender. So please make sure you are on hand to receive your package if you choose this option.

The freight costs for the various shipping options are as follows:

  • Pakke til hentested NOK 100.-
  • Pakke til Pakkeboks NOK 100.-
  • Pakke levert hjem NOK 150.-
  • Pakke til bedrift NOK 200.-

For free shipping over NOK 1000.- we ship your order using Pakke til hentested.

International Shipping - available from end of July 2024

Yes, very soon! From week 30/31 we will be adding an international shipping option with UPS for our international customers!

Payment

We accept payments through Klarna and Vipps. If you wish to pay with a VISA or Mastercard, use Klarna as payment option. The same applies if you want to use Klarna’s Pay Later (within 30 days) or Divide Payment (pay in installments).
 

As we only take payments through Klarna, it is up to them to authorise this. As such, we currently do not take payments with international credit cards.

 

We are a Norwegian store with our warehouse and store situated in Oslo. We therefore charge Norwegian VAT on all orders. If you live in Norway, you will not incur any additional fees or toll charges on your orders.

 

We are a Norwegian web shop with a warehouse in Oslo, so if you live in Norway, you will not incur any toll or customs charges on your order.

In the package you receive there will only be a packing list. If you have chosen to pay with an invoice, this will be sent to you from Klarna. Klarna App users can find their invoice in the app with payment instructions, but you should also receive your invoice via mail. If you haven’t received this mail, please check your spam-filter as it can have found it’s way there.

Yes, if you are a Bobbys & Me member, you can use your points to pay for your order. Once you have collected points, these will become coupons once you have enough points. Your available coupons will be visible in your cart before checkout. Remember that if you proceed directly to checkout, your coupons will not be visible.

Returns

You have a 14 day cancellation policy when buying through Bobbys.no, valid from the day you receive your package. If you want to return any, or all, of the goods you purchased – fill out a cancellation form, pack it together with the goods you want to return and send them back to us to the following address:

Bobbys Hair & Cosmetics
Skippergata 23
0154 Oslo

At the same time, send us a mail to kundeservice@bobbys.no with information on the order, the products you are returning and the tracking number for the return package. Once we have received the goods in return, we will refund your purchase.

You can also purchase a return slip from us for nok 99.- You will then be charged for this when we process your refund. You can ask for this option via mail. You will then be mailed back a return slip that you need to print out and attach to your return shipment.

Criteria for returns are the following in relation to the product category:

Wigs
Can only be returned with the red exchange label attached. Once this is removed, we can not take the wig in return (bought online). Wigs bought in store can not be exchanged / returned.

Extensions
Can only be returned / exchanged if they are still attached to the original package with packaging intact and are unused. Opened products cannot be returned / exchanged.

Hair and skin care products
Only products in their original packaging, unopened and unused can be returned.

Electrical Equipment
Only products in their original packaging, unopened and unused can be returned.

See more details under our Terms and Conditions:
Terms & Conditions

We normally refund your order the same day as we receive the return. It is refunded via the same payment option you used when placing you original order, so either Klarna (Faktura, Visa, MasterCard) or Vipps.

Klarna normally use two – three days to refund orders paid with Visa/MasterCard, while Klarna Faktura orders are processed within 24 hours.

Vipps also refunds within 24 hours.

In order to cancel or change your order, you must do so before it is shipped from us. Posten normally picks up our outgoing shipments between 13.00-14.00 Monday to Friday.

Send us a mail to kundeservice@bobbys.no or chat with us via our website (available between Mon-Fri: 10.00-18.00, Sat: 10.00-17.00) so we can change your order before it is sent.

Once the order is picked up by Posten, we cannot change or cancel your order.

The best ways of getting assistance is via mail – kundeservice@bobbys.no, via chat on our website (available Mon- Fri: 10.00-18.00, Sat: 10.00-17.00) or by calling us on +47 22 42 22 47.

You can also contact us via WhatsApp on our Business Account: BobbysHairCo, or Facebook Messenger.

If you want to change your product the quickest and most efficient way is to send the item you want to exchange back to us as a return item and then order the new item in a separate order. Mail us about this to kundeservice@bobbys.no and we will refund you the cost for the freight on your exchange order.

You have to bear the cost of returning the goods to us. Please send items for return with a tracking number and inform us of this number so we can keep track of the parcel.

You can also purchase a return shipping slip from us for 99.- NOK. The cost of this will then be deducted from your return. If you wish to use this option, send us a mail to kundeservice@bobbys.no and we will send you a shipping label to your mail.

Yes, as long as all the orders are within the 14 days cancellation time frame and as long as you are clear about what belongs to which order. You can easily do this by sending a note in the package with which products belong to which order.

As wigs and extensions are considered hygienic items, we can only accept returns on wigs as long as the red exchange label is attached. If there is any sign that the label has been removed and re-attached, your return will not be accepted.

Remember that wigs bought in store can NOT be exchanged / returned.

Extensions can only be returned / exchanged if they are still attached to the original package with packaging intact and are unused. Opened products can not be returned / exchanged.

Complaints

Bummer! A damaged item is never fun. Follow the instructions below and we will make sure to solve it in the best way possible.

  • Take images of the damaged product, box it arrived in etc.
  • Send us a mail to kundeservice@bobbys.com with your Order Number in the subject field. Remember to add the images you took in step 1.
  • Send us the mail and we’ll get on it asap!

Remember to take care of the damaged product and the associated packaging until the matter is resolved.

 

We have no satisfaction guarantee, this means that we do not approve returns or complaints of products you have used, but which do not meet expectations. If you have the opportunity to do so, we therefore recommend that you check out any product in store before you buy it. Just in case…

For those who know that they may be hypersensitive to new products/ingredients, we would advise testing the product on a small area (for example the inside of the wrist) and waiting for 24 hours, before full use. This is to be sure that an unwanted reaction does not occur.

If we have forgot to pack a product in your order, we are hairribly sorry! But no one is perfect… Both machines and humans can make mistakes. Should an item be missing from your delivery, you can take a look at the options below.

  • Take images of the received items and the packing list (image should be of entire list from top to bottom) your received.
  • Send us a mail to kundeservice@bobbys.com with your Order Number in the subject field and tell us which items are missing. Remember to add the images you took in step 1.
  • Send us the mail and we’ll get on it asap!

If your product is not as it should be and you wish to use your rights to complain about it send us a mail with your complaint to kundeservice@bobbys.com and we will let you know how to proceed.

We of course hope that all our customers will be satisfied with the service we offer and how we handle all kinds of incoming cases, but sometimes we can see things differently. As a consumer, you always have the opportunity to take the case on to the Consumer Council for an impartial review.

It is a bit difficult to say as it varies depending on the type of complaint matter it is about. Some cases are resolved in one day, while other cases can take up to 14 days. Register your complaint and we promise to deal with it as quickly as possible.

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