NORDIC EXPAT SHOP Arvostelua 

Vastaus yritykseltä NORDIC EXPAT SHOP

Päivitetty 5.10.2026

Hi Jane,

Thank you for sending us the requested photos. We have now been able to properly investigate the concerns raised in your review.

Of the products shown as damaged, we agree that the two Marabou chocolate bars did not arrive in an acceptable condition and we have therefore refunded both bars.

Regarding your concern that lots of products were close to expiry, the photos provided show two packaged cake products with best-before dates of 13 November and 29 November 2026. Your order was delivered on 2 October, meaning these products had approximately 42 and 58 days remaining upon delivery.

For packaged cake products of this type, we guarantee a minimum of 30 days remaining upon delivery, so both products exceeded the minimum shelf life we guarantee. We do not keep these products in stock; they were received directly from our supplier on the day your order was dispatched.

Your order contained 26 products in total. Based on the photos provided, the two chocolate bars were the products documented as damaged, while the two products raised regarding their dates were both within and above our guaranteed shelf-life standard.

We are sorry that the chocolate bars arrived damaged and have refunded these accordingly.

NORDIC EXPAT SHOP

Vastaus yritykseltä NORDIC EXPAT SHOP

10.9.2026

Hi John,

Thank you for your review.

We would, however, like to correct some important parts of your description of the ordering process.

You state that cooling was not recommended and that you were not told about the available cooling options when placing your order. That is incorrect.

When adding temperature-sensitive products to the cart, a specific pop-up warning is displayed explaining the risks associated with shipping these products internationally and that cooling products must be added manually if desired and where to find these.

This pop-up requires an active acceptance from the customer. The product cannot be added to the cart until the conditions have been accepted by selecting "Accept & Add to Cart". This means the information is not only available elsewhere on our website; it is also presented directly to the customer during the ordering process and requires active acknowledgement before the product can be added to the cart.

We offer cooling elements, cooling bags and insulated cooling boxes specifically for temperature-sensitive orders. These are optional add-ons and must be selected and added to the order by the customer. No cooling products were selected or purchased with your order, which is why none were included in your shipment.

Information regarding temperature-sensitive products, cooling options and the associated risks is also available on the relevant product pages and throughout our Shipping & Delivery information, FAQs and Terms & Conditions.

We understand that you are disappointed with the condition in which you received the products. However, we do not believe it is accurate to suggest that no information regarding the risks or cooling options was provided during the ordering process. The information was presented clearly and directly through the mandatory pop-up and actively accepted when the products were added to the cart.

We provide this information and the different cooling options specifically so that customers can make an informed decision when ordering temperature-sensitive products for international delivery, particularly when shipping to warmer climates.

We believe it is important to clarify this for anyone reading your review while also acknowledging that the experience did not meet your expectations.

Kind regards,
NORDIC EXPAT SHOP

Vastaus yritykseltä NORDIC EXPAT SHOP

16.4.2026

Thank you for sharing your feedback with us.

We can see that you have submitted two separate reviews regarding the same situation, so we are providing a single combined response to ensure full clarity.

First, we would like to address your claim that you were “charged 3 times.” Based on our payment records, this is not the case. What occurred were multiple payment authorization attempts, not multiple captured charges.

During checkout, the following payment attempt actions were initiated:
- Apple Pay (Visa tokenized card) at 12:22 on 14 April
- Google Pay (Visa tokenized card) at 16:51 on 14 April
- Card payment (Visa) at 16:53 on 14 April

Each of these represents a separate payment attempt initiated during the checkout process. Each attempt generates a separate authorization request with the card issuer, which may appear as a temporary pending reservation in your bank account.

Please note that authorization requests are triggered by user-driven checkout actions. Multiple attempts can occur if a customer retries payment, selects an alternative payment method, or if the checkout process is submitted more than once due to browser behavior, session timing, or network interruptions.

Importantly, no payments were captured for these attempts. The authorizations are temporary holds placed by your bank and are not final charges. Any reserved funds will be released automatically according to your card issuer’s policies.

Secondly, regarding your comment that you “can barely get in contact with us,” our records show the following:
Your emails were received on 16 April at 08:28, 08:58, and 09:01, and we responded at 10:20 the same morning. This is well within our stated 48-hour response window and significantly faster than the maximum timeframe communicated in our support policy.

As already confirmed to you via email:
- Your order has been cancelled as requested
- No payments have been captured
- Any pending authorizations have been voided or will automatically expire and be released by your bank

While we understand that multiple authorization entries can be confusing, these represent temporary bank-held authorizations rather than completed charges.

If you have any further questions, you are welcome to contact our customer service team.

Kind regards,
Team NORDIC EXPAT SHOP

Vastaus yritykseltä NORDIC EXPAT SHOP

16.4.2026

Thank you for sharing your feedback with us.

We can see that you have submitted two separate reviews regarding the same situation, so we are providing a single combined response to ensure full clarity.

First, we would like to address your claim that you were “charged 3 times.” Based on our payment records, this is not the case. What occurred were multiple payment authorization attempts, not multiple captured charges.

During checkout, the following payment attempt actions were initiated:
- Apple Pay (Visa tokenized card) at 12:22 on 14 April
- Google Pay (Visa tokenized card) at 16:51 on 14 April
- Card payment (Visa) at 16:53 on 14 April

Each of these represents a separate payment attempt initiated during the checkout process. Each attempt generates a separate authorization request with the card issuer, which may appear as a temporary pending reservation in your bank account.

Please note that authorization requests are triggered by user-driven checkout actions. Multiple attempts can occur if a customer retries payment, selects an alternative payment method, or if the checkout process is submitted more than once due to browser behavior, session timing, or network interruptions.

Importantly, no payments were captured for these attempts. The authorizations are temporary holds placed by your bank and are not final charges. Any reserved funds will be released automatically according to your card issuer’s policies.

Secondly, regarding your comment that you “can barely get in contact with us,” our records show the following:
Your emails were received on 16 April at 08:28, 08:58, and 09:01, and we responded at 10:20 the same morning. This is well within our stated 48-hour response window and significantly faster than the maximum timeframe communicated in our support policy.

As already confirmed to you via email:
- Your order has been cancelled as requested
- No payments have been captured
- Any pending authorizations have been voided or will automatically expire and be released by your bank

While we understand that multiple authorization entries can be confusing, these represent temporary bank-held authorizations rather than completed charges.

If you have any further questions, you are welcome to contact our customer service team.

Kind regards,
Team NORDIC EXPAT SHOP