GOT QUESTIONS?

ABOUT NMSS:

When is your customer service & live chat open?
Please contact us by e-mail or via our live chat from Monday to Friday: 09:00 to 16:00 (CET).

E-mail: Contact us here
Phone: +45 7370 7880

Who are your customers?
We only sell to clinics, B2B, (with responsible doctors) in Scandinavia. Please note, that we unfortunately do not sell to private individuals. 

Why choose Nordic Medical Solutions Scandinavia?
We are a customer-focused one-stop shop selling medical device products and skincare from the most popular brands in the aesthetic industry. We always carry a large stock, and with our high negotiation skills and extensive product knowledge, we offer very competitive prices. We consider trust and safety as crucial elements in our industry.

Are you an official distributor for any brands?
We are proud to be appointed the official distributor in Scandinavia for some of the best brands within the industry, such as Sunekos, Revolax, DR. CYJ, MaiLi & more.

Do you also work with parallel trade?
Certainly, we work with parallel trade, but we primarily buy exclusively from official distributors located in EU countries. Additionally, the products come with traceable batch numbers.

What is Parallel Import (PI)?
Parallel import refers to authentic non-counterfeit products imported primarily from intermediaries. The products are authentic, not counterfeit, as they are produced either directly by the brand owner or under licensed authorization. In the European Union, prices of goods and services are determined by the open market and consumer demand, reflecting a free market environment. Additionally, it's important to note that parallel import trade is entirely legal, adhering to regulations.

Are you familiar with the regulations governing the aesthetic industry? 
We are registered with the Danish Medicines Agency for the import and export of medical devices, and we adhere strictly to Danish legislation and the MDR law. Additionally, we maintain our own quality system staffed by a team of experts specializing in the aesthetic field. We have EC-certificates and DOC documents for all medical devices we sell.

PRODUCTS:

Are the products authentic and where are they produced?
All products are 100% authentic and all medical devices are CE-certified. The majority of our products are manufactured within the European Community (EU), ensuring quality and reliability.

Do your products come with batch numbers and expiry dates, and do you store them according to the manufacturer's guidelines?
All our medical device products are registered in our system at the batch level, including expiry dates. We follow the FEFO principle and ensure the full traceability of our products. Most medical devices can be stored between 2-25 degrees Celsius during transport and in the warehouse, and we strictly adhere to these guidelines.

What is the expiry of the products?
Most of our products will be carrying minimum 6 months remaining shelf life with a few exceptions. In cases where the shelf life varies, we will either inform about the expiry date on the product online or contact the customer before shipment.

How do you manage to offer such affordable prices for your products? 
With over a decade of experience in the aesthetic industry, we have established a large network comprising top manufacturers, official distributors, and premium clinics. Leveraging our significant purchasing power, we buy large volumes directly from manufacturers and official distributors, allowing us to offer our products at highly competitive prices.

ACCOUNT:

Do I need to create an account to place an order?
Yes, you need to create an account to place an order with us. You can easily set up an account by clicking here. We're excited to have you join us!

Why do I need to wait up to 2 business days to have my account approved?
As a reputable supplier of aesthetic medical devices, we must ensure that we exclusively distribute these products to qualified professionals, including aesthetic clinics, hospitals, and wholesalers operating within the aesthetic industry. For this reason, we do a thorough vetting and check of our customers before final approval.

I forgot my password - what should I do?
If you've forgotten your password, don't worry! You can easily reset it by clicking here and following the instructions to create a new one.

How do I change my password? 
To update your password, simply click here to initiate the reset process. Follow the provided instructions to create a new password of your choice.

Can I change the details on my account?
Please contact us here, if you would like to change any details on your current account.

Where do I find my account information and invoices?
To access your account information and invoices, simply log in to your account and click on your initials or profile icon. Within this section, you'll discover a range of options including access to your account details, orders, favorite products, and invoices.

How do I delete my account?
If you wish to have your personal information deleted from our records, you can request it by contacting us here. To ensure the security of your data, we will need to verify your identity before proceeding with the deletion.
As we continually strive to enhance our services for our customers, we would be delighted to welcome you back in the future!

I'm an individual without a company - am I able to place an order?
Unfortunately, we only sell to companies within the aesthetic industry and do not sell to private individuals.

ORDERS:

Can I add products to my existing order?
If the order has not yet been dispatched from our warehouse, you may add products to your existing order. Please contact us by e-mail if you have any changes.

Can I cancel products on my order?
If your order has not yet been shipped from our warehouse, we are happy to assist you with cancellation. Please contact us here, if you wish to cancel your order. 

Is there a minimum order quantity?
No, we do not have a minimum order quantity.

Where do I enter my promotion code? 
To apply your promotion code, simply go to your shopping cart, just before proceeding to checkout. Enter the code in the designated field, and the discount will be applied to your order accordingly. Please pay close attention to the correct spelling of the code and ensure it is intended for use in your selected country/currency.

What is "Insurance"?
"Insurance" refers to the coverage provided for the products that are shipped using DHL Express. This insurance offers protection and compensation for any loss or damage that may occur to the products during transit. In essence, this insurance acts as a safeguard against potential financial loss, offering reassurance and security throughout the shipping process.

VAT NUMBER:

Why is it necessary to provide a VAT number (for EU customers only)?
It is mandatory for all businesses within the EU to have a valid VAT number when placing an order. This ensures that the order is processed without VAT (except for Danish customers – here will VAT be added). For customers outside the EU such as Norway and Iceland an official organization number is required. 

Check if your VAT number is valid for cross-border transactions here: https://ec.europa.eu/taxation_customs/vies/#/vat-validation 

My VAT number is not valid for purchases outside my country (within the EU only)? 
If your VAT number is not valid for cross-border transactions, please reach out to your local authorities. In most cases, they will assist in registering your company as an importer/exporter of goods within the EU, allowing you to proceed with transactions seamlessly.

I don't have a VAT number - can I use my tax number? (within the EU only)
Unfortunately, we cannot accept a tax number, whether it's personal or for a company. Your account can only be approved if you provide a valid international VAT number.

PRICE & PAYMENT:

Do the prices displayed on your webshop include VAT?
All prices shown are exclusive of VAT. VAT will be applied exclusively to orders for customers in Denmark and will be included in the shopping cart.

Why can I not see the prices on the webshop?
Kindly log in to your account to access the pricing information for all products.

What currency are your prices listed in?
Our prices are displayed in the local currencies of the respective countries: DKK, NOK, SEK, and EURO, depending on the location of purchase.

Do you work with price lists?
We unfortunately don't work with price lists. You can find all prices and discounts on our site.

What payment methods are accepted?
All customers have a 30-day payment term unless otherwise agreed upon. Payments are currently only accepted via bank transfer. We unfortunately do not accept payments with credit cards or PayPal.

Do I need to pay duties and taxes?
When placing orders within the EU and having a valid VAT number, you will not be charged taxes and duties.
If you place an order outside the EU please note, that all prices listed are exclusive of any domestic taxes and duties. Therefore, upon arrival of your order at its destination, you, as the importer, may be required by your local authorities to pay any import duties, customs fees, and local sales taxes imposed by the country you are importing to, in order to clear your order through customs. This responsibility lies with the importer, and we advise you to contact your local customs authorities to determine the total landed cost prior to completing your purchase. 

DELIVERY & RETURN:

How often do you ship?
We ship orders daily from Monday to Friday. Orders received over the weekend will be shipped on the next available working day.

Which countries do you ship to?
We currently ship to: Denmark, Finland, Iceland, Norway & Sweden.

Which courier company do you use to ship the order?
We use DHL Express for all shipments, ensuring fast delivery within 1-3 business days from the dispatch date. 

How much does shipping cost?
We add shipping costs for orders below the specified amount in local currencies:

We charge DKK 150 for orders below DKK 3.500
We charge EUR 20 for orders below EUR 500
We charge SEK 250 for orders below SEK 5.000 
We charge NOK 250 for orders below NOK 5.000

How can I track my order and is the package insured?
On the same day as we ship your order, you will receive a tracking number enabling you to follow your package from our warehouse to your destination. All purchases are insured against theft and damage during transit. Once your package has been delivered and signed for at your specified address, it is no longer covered. 

Can I pick up my order in your warehouse?
Unfortunately, we do not offer the option for order pickups at our warehouse in Copenhagen.

Can I return or exchange an item?
Certainly, you may return within 8 business days, as long as the reason falls under one of the following conditions: The product contains manufacturing defects, the product was damaged upon arrival or the wrong product was delivered. Please contact our customer service before returning the products: contact us here.

What if my order arrives damaged, incorrect, or is missing an item?
Should your order arrive damaged, incorrect, or with a missing item, please reach out to us here at your earliest convenience. We kindly request that you provide photos of the damaged box or products to expedite the resolution process. Our team will promptly assist you in resolving the issue and ensuring your complete satisfaction. 

Will I receive a full refund for my order?
Once we receive and approve the return, we will initiate the refund to your bank account. Please note that it may take 1-3 business days for the refunded amount to reflect in your account. Kindly note, we only refund the value of the products and not shipping- and insurance cost. Please ensure to provide your IBAN and SWIFT number for the refund process.

NEWSLETTER:

Where do I subscribe to your newsletter?
If you would like to subscribe to our newsletter, you can sign up with your email address in the designated field at the bottom of our webshop. Click on "SIGN UP" to be redirected to the registration form. 

I would like to unsubscribe from your newsletter
You can unsubscribe from our newsletter at any time. Simply click on "unsubscribe" at the bottom of your newsletter.

TRAINING:

Do you offer training for your customers?
We offer in-clinic training sessions and larger Master Classes primarily in collaboration with the brands we represent. Be sure to subscribe to our newsletter to stay informed about upcoming training events and follow us on Instagram for updates.

Do you offer training for all the products available on your webshop?
Due to the extensive range of products we offer from the aesthetic industry, we may not provide training for every single product. Please reach out to us here to inquire about which products we can offer training for.

MORE QUESTIONS?

If you have any further inquiries about purchasing from us, please don't hesitate to reach out to us by clicking here.