FAQ’s

If you have any concerns, questions, or suggestions, you can contact our Customer Service through our contact form or simply email us at hei@paetria.com.

Our HQ is located in the charming Grünerløkka neighborhood in Oslo, Norway. The manufacturing, in the form of small workshops, mostly run by women, as well as our precious knitters are located in Central and Eastern Europe.

We are currently only to be found on our online webshop but will announce on our Instagram and website if we ever plan a pop-up store in Oslo or anywhere else.

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As long as your order has not been processed or shipped, we can make changes to it or cancel it. It depends on the demand but we will do everything we can to meet your request. If you want to make any changes to your order, please make sure to contact us at hei@paetria.com right away. Please make sure to inform us about the changes you need to make (delivery address, quantity, phone number, etc.) at first contact. If we are not able to cancel your order, you can return it to us once you receive it and request a product exchange or a refund.

We aim to have most of our pieces in our Oslo warehouse available for immediate shipping, though in very limited numbers, as our pieces are all handmade and no overproduction is desirable or possible. However, as a part of our further environmentally responsible approach, you will always see some pieces that are only available as made-to-order, to avoid producing more items than demanded. You can find these pieces in our made-to-order  category and read more about the estimated creating and delivery time for each item in the description text on the right. Please note that the delivery time is always an estimate, as some of the pieces are complex and made by only one or a few experienced artisans, and the lead time will therefore depend on their availability. Also, the shipping time may vary due to unforeseen reasons. If any reasons for a delay in your order, we will promptly inform you about it, right after we have discusses the processing of it with the designer and the respective artisans, usually within 2 days after the order is placed. 

As soon as your item is ready for shipping, we will kindly inform you by email.

If you see an item on our website as “out of stock” or “sold out” and would like to order it, please contact us at hei@paetria.com for “made-to-order” arrangements.

The return policy of our made-to-order models differs depending on whether the item is in the brand’s stock at any time or if it’s solely and exclusively produced upon your order.  For made-to-order models that are in the brand’s stock, we operate with a 14-day return window and our standard return policy. However, if the model has to be produced exclusively based on your placed order, that made-to-order item will not be eligible for returns or refunds. The reason behind this return policy is the brands and our participation in combating overproduction and over usage of natural resources as well as promoting mindful consumption through a lower scale, but highest possible quality manufacturing.  At any time, please opt for the information regarding the return policy of every single product on the respective product page, in the section “Shipping and Returns” for the most accurate return policy. If in doubt, please contact us. 

If you requested and got approved some changes on any made-to-order model, such as f.ex.longer sleeve or similar, such item is considered customized, which makes it non-refundable, nor exchangeable, as it deviates from our/brands standard calculated sizes and fits. 

Furthermore, in case you contact us with regard to placing an order for a made-to- order model in any other color that is not listed on the model’s product page at PAETRIA.com (a color you saw on the brands’ website or elsewhere), we will be glad to help you, but please note that the item will not be eligible for returns nor refunds, as it will be exclusively ordered and handcrafted for you. 

In case you want to order a model from any of our brands through us, but that is not listed on PAETRIA.com, please contact us. Mind that any order of a model not listed on PAETRIA.com will not be eligible for returns or refunds.

We kindly advise you to read the Shipping & Returns section for the particular product of interest on its respective product page for the most accurate return policy. 

Please, make yourself familiar with our general Return Policy  here or contact us if any questions on the subject.

In some cases, we can alter the pattern to make, for instance, the sleeves longer or offer you a different color. Please note, though, that these items will be considered customized and therefore cannot be refunded nor exchanged. For any requests, please drop us an email at hei@paetria.com before you place your order.

We accept any credit or debit card on the Visa and MasterCard circuits, as well as American Express, PayPal, and Klarna Payments.

Any customs duties, fees and/or taxes are applied at the discretion of the carrier and according to local laws of the country the goods are shipped to. All customs duties, fees and/or taxes must be paid by the customer. For accurate information on any fees when purchasing goods from abroad, we suggest getting in touch with your local customs office.

Norway: you can track your shipment on https://sporing.posten.no/sporing/.

International: you can track the status of your shipment by entering your tracking number on  DHL’sofficial website. In case you did not receive a tracking number, please contact us at hei@paetria.com so that we can help you.

Please note: tracking is only available once the order has been dispatched.

You can find additional information on the return process on this page.

Once we receive your returned parcel at our warehouse, it will take up to 3 days for us  to control your item. After that, the refund will be issued within 14 working days upon reception of the return as long as all the conditions mentioned in the return procedure are met.

We sincerely apologize if you have received a product that is not the one you ordered. Please contact us at hei@paetria.com and we will gladly assist you in getting your desired item.

If, despite all of our quality assurance checks, there is still a slight defect with your product, please contact us at hei@paetria.com within 24 hours. Don’t forget to send a picture of the item and defect in question – this will help us solve your problem as efficiently as possible!

No. All the tags and labels must be accordingly attached to the items you are returning, as it proves that those items were not worn. Getting our tags back with the returns also minimizes the usage of paper for new tags, as well as resources to produce them and ship them to us.

E-commerce packaging can either contain a lot of promo material, extra tags, and sometimes gifts you didn’t even ask for, or it can be plain and minimalistic in order to reduce unnecessary waste and limit our environmental impact. We choose to be very minimalistic with our packaging, as well as providing fully biodegradable, and eco-friendly packaging solutions. Your PÆTRIA packaging is either reusable or fully compostable, including our 100% Recycled FSC, water-based packaging tape. The FSC or Forest Stewardship Council certifies that the paper products that make up our custom packaging tape are sourced from a forest and supply chain that is managed responsibly and sustainably. Furthermore, the tape itself is made from 100% recycled content and is water-activated, meaning that the surface isn’t coated in wax to prevent sticking—another environmental benefit. Both the packaging tape and the stickers that hold the tissue paper sealed are printed with soy inks, an eco-friendly alternative to petroleum-based inks and are therefore not leaving any harmful byproducts while decomposing.

We put a lot of time and work to give you as much information as possible for each product on their individual pages. Sometimes, it might be a lot to read through, but transparency is really important to us, as we want our clients to buy mindfully, rather than just by looking at photos of the models. If you have any other questions or thoughts, let us know by emailing us at hei@paetria.com.

We do offer models that are both “one size” and those who come in several standard sizes, depending on the brands sizing policy. Regarding our own design, the “One Size” model is a crucial part of how our business is able to sustain – given our very small margins. However, some of our design is offered as made-to-order and therefore the customer has the option to order the preferred size. When we began PÆTRIA, we intended to build a sustainable brand/concept store that invested in small creative communities and brands, who treated all of its workers ethically and paid them fairly and was environmentally and socially responsible. This means rather big start investments for a long time before we manage to generate a stable income for the company. So, even though we currently can’t afford to stock our models in all the sizes, we love seeing PÆTRIA take a life of its own – customers of different shapes and sizes style and wear their PÆTRIA pieces in myriad ways. One of the things that attracted us to knitwear was its versatility, as in its “One Size” many items can be worn oversized or fitted and often contour to a person’s body. We included the measurements of each item on our site so that our customers can get a better sense of whether an item may fit them, keeping in mind that some knits can easily stretch. We hope that you can find something that works for you among our selections.

We want to make PÆTRIA as affordable as possible, but not at the expense of the artisans we work with, the companies that provide us with the highest quality materials, or the talented designers that kindly share their pieces with us. Unfortunately, the cheaper and easier it is for you to buy clothing, the more someone else is paying the price. Therefore, our commitment to responsible and sustainable farming & manufacturing, as well as high-quality pieces does carry significant costs. Furthermore, we are obliged to Norwegian import duties, just like anybody else in order not to cause an imbalance in our local retail market. 

By buying and wearing your PÆTRIA pieces, you can always be assured that whoever made them has been fairly paid and compensated for their knowledge and efforts.

PÆTRIA does not sell the brand`s complete selection in our online shop, but we will gladly do what we can to help you get the piece you liked. So do not hesitate to send us a photo of what you would like to buy and we will let you know if we can make it possible for you and how long it will take.