What should you do if a mirror arrives damaged? Our 4-step service

No one expects it, but it can happen: your Nordic Style mirror arrives damaged. This almost never happens—in 99 out of 100 cases, it arrives undamaged. Maybe there’s a crack in the glass, a dent in the frame, or loose parts in the packaging. It feels like a disappointment, especially when you’d already pictured your new mirror in that perfect spot in your home.

Fortunately, there’s no need to worry. At Nordic Style, we’ve developed a clear process that ensures damaged mirrors are repaired quickly and hassle-free. Our experience shipping fragile designer mirrors has taught us the best way to handle this.

As soon as you notice that your mirror has arrived damaged, please contact us as soon as possible. You can reach us by phone at +31 (0)182-700605 or by email at info@nordic-style.nl. Don’t wait until the next day or until you have time to take photos. The sooner we know, the sooner we can take action.

During this initial contact, we’ll ask you to briefly describe the damage. Is it the mirror glass itself that’s damaged? Is there a dent in the aluminum frame? Or are parts, such as mounting hardware, missing? This information helps us take the right steps right away.

After your initial contact, we’ll ask you to take clear photos of the damage. They don’t have to be perfect—we understand that not everyone is a photographer. But please try to capture the damage as clearly as possible. For glass damage, take photos of both the front and back of the mirror. For frame damage, zoom in on the damaged area, but also take a general overview photo. Also include a photo of the packaging; damage to the packaging can sometimes indicate a mistake by the carrier.

These photos are a huge help to us in our assessment. Sometimes what appears at first glance to be serious damage turns out to be a relatively minor issue that we can easily fix. The photos also allow us to determine right away whether we need to send a new mirror immediately or if there might be another possible solution.

Within 24 hours of receiving your photos, we’ll contact you with a specific solution. This may take various forms, depending on the damage. In cases of minor damage to the frame, we can sometimes send replacement parts. In cases of glass damage or more serious damage, we’ll provide a complete replacement.

We’ll then have our own carrier pick up the damaged mirror, so you don’t have to deal with return shipments. Our experience has shown us that most damage occurs during shipping, despite our careful packaging. In those cases, we take full responsibility for handling the matter quickly and correctly.

As soon as we’ve confirmed the solution, we’ll get the ball rolling right away. A new mirror is usually delivered within 5 business days, depending on inventory and the model. For popular models, such as the arched mirrors from the “ Maj ” collection or the round mirrors from the Nea series, we usually have enough in stock to deliver quickly.

We'll keep you updated on the progress throughout this process. We'll replace the mirror at the same time. So we'll pick up the damaged mirror right away when we deliver the new one.

Mirrors are inherently fragile products. Despite our sturdy packaging and the expertise of our specialized carrier, things can sometimes go wrong during transport. An unexpected jolt, mishandling at a transfer point, or extreme temperature fluctuations can sometimes result in damage.

Over the years, we’ve learned which mirrors are the most fragile. Large mirrors, such as our 215×110 cm arched mirrors, are more likely to sustain damage during shipping than compact 60 cm round mirrors. Frameless mirrors are more fragile than mirrors with sturdy aluminum frames. We use this knowledge to continuously improve our packaging.

Although we’re always ready to resolve any shipping damage, we naturally do everything we can to prevent it. Each mirror is carefully packed in multiple layers of protective material. Corners are reinforced, and for larger mirrors, we use extra-sturdy boxes with corner protectors.

The choice of our shipping carrier is also crucial. We don’t go with the cheapest option, but rather with specialists who know how to handle fragile items. They understand that a mirror isn’t just any package, but a valuable design object that must be treated with care.

A damaged mirror is always a hassle, but it doesn’t have to be the end of your Nordic Style experience. Our customer rating of 9.4 out of 10 is partly due to the way we handle these kinds of situations. We believe that true customer service really shines through when things go wrong.

That’s why we make a conscious effort to invest in personalized customer service rather than automated systems. When you call or email, you’ll speak with a real person who understands your situation and can take immediate action. No being transferred to different departments, no complicated procedures.

Our business customers —such as hotels, hair salons, and interior designers—also sometimes find that mirrors arrive damaged. The same process applies to them, but we understand that business projects are often time-sensitive. That’s why business customers always receive priority for replacements in the event of damage during shipping.

In urgent situations, we can also sometimes make special transportation arrangements. This service is part of our business support.