{"id":37219,"date":"2020-08-12T10:59:40","date_gmt":"2020-08-12T07:59:40","guid":{"rendered":"https:\/\/norex.fi\/customer-service\/frequently-asked-questions\/"},"modified":"2026-08-04T16:09:13","modified_gmt":"2026-08-04T13:09:13","slug":"frequently-asked-questions","status":"publish","type":"page","link":"https:\/\/norex.fi\/en\/customer-service\/frequently-asked-questions\/","title":{"rendered":"Frequently Asked Questions"},"content":{"rendered":"<div class=\"wp-block-cover b-hero alignfull wp-block-norex-hero\">\r\n\t\t\t<img width=\"2560\" height=\"1524\"\r\n\t\t\tclass=\"wp-block-cover__image-background wp-image-3141\"\r\n\t\t\talt=\"kysymys-vastaus\"\r\n\t\t\tsrc=\"https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus.jpg\"\r\n\t\t\t\t\t\t\tsrcset=\"https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus.jpg 2560w, https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus-1280x762.jpg 1280w, https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus-768x457.jpg 768w, https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus-1536x914.jpg 1536w, https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus-2048x1219.jpg 2048w, https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus-300x179.jpg 300w, https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus-600x357.jpg 600w\"\r\n\t\t\t\t\t\t\t\t\tsizes=\"(max-width: 2560px) 100vw, 2560px\"\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tstyle=\"object-position:50% 42%\"\r\n\t\t\t\tdata-object-position=\"50% 42%\"\r\n\t\t\t\t\t\tdata-object-fit=\"cover\"\r\n\t\t srcset=\"https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus.jpg 2560w, https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus-1280x762.jpg 1280w, https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus-768x457.jpg 768w, https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus-1536x914.jpg 1536w, https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus-2048x1219.jpg 2048w, https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus-300x179.jpg 300w, https:\/\/norex.fi\/app\/uploads\/2020\/08\/kysymys-vastaus-600x357.jpg 600w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/>\r\n\t\t\t\t<span aria-hidden=\"true\" class=\"wp-block-cover__background has-black-background-color has-background-dim\" style=\"opacity:0.5\"><\/span>\r\n\t\t<div class=\"wp-block-cover__inner-container\">\r\n\t\t<div class=\"b-hero__inner\">\r\n\t\t\t<div class=\"b-hero__content\" style=\"--norex-hero-content-width:50%;--norex-hero-space:100px\">\r\n\t\t\t\t\n\n<h2 class=\"wp-block-heading has-text-align-center mb--1 has-water-100-color has-text-color\"><em>Frequently Asked<\/em><\/h2>\n\n\n\n<h1 class=\"wp-block-heading has-text-align-center\">Questions<\/h1>\n\n\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t<\/div>\r\n<\/div>\r\n\n<div class=\"wp-block-group alignfull\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns alignfull is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:25%\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:50%\">\n    \n        <div id=\"accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\" class=\"block-accordion c-accordion alignfull\">\n\n            \n                <div class=\"accordion__item\">\n\n                    <h5 class=\"c-accordion__header\" id=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <button class=\"c-accordion__link btn btn-link collapsed\" type=\"button\" data-toggle=\"collapse\" data-target=\"#collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd0\" aria-expanded=\"false\" aria-controls=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd0\">\n                            How do I order?                        <\/button>\n                    <\/h5>\n\n                    <div id=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd0\" class=\"collapse\" aria-labelledby=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd0\" data-parent=\"#accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <div class=\"c-accordion__body\">\n                            <p>Orders in the online shop can be placed by registered holders of a valid liquor license number.<\/p>\n<p>You can start placing orders once you have registered as a customer on the site, logged in, and completed the additional information in your customer profile that is required for order processing.<\/p>\n<p>If you are a completely new customer, setting up your account with our warehouse partner and verifying your license number and credit information usually takes 2-3 business days. After that, your order will be processed immediately according to the normal order schedule. <\/p>\n<p>You can register\/log in <a href=\"https:\/\/norex.fi\/yhteystiedot\/\" target=\"_blank\" rel=\"noopener\"><strong>here<\/strong><\/a>.<\/p>\n                        <\/div>\n                    <\/div>\n\n                <\/div>\n\n            \n                <div class=\"accordion__item\">\n\n                    <h5 class=\"c-accordion__header\" id=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <button class=\"c-accordion__link btn btn-link collapsed\" type=\"button\" data-toggle=\"collapse\" data-target=\"#collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd1\" aria-expanded=\"false\" aria-controls=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd1\">\n                            Customer Service Contact Information                        <\/button>\n                    <\/h5>\n\n                    <div id=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd1\" class=\"collapse\" aria-labelledby=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd1\" data-parent=\"#accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <div class=\"c-accordion__body\">\n                            <p>For urgent order-related matters, we are available during office hours at 040 195 7042. For less urgent matters or after office hours, you can send an email to tilaukset@norex.fi and your matter will be handled on the next business day. <\/p>\n<p>For matters other than individual orders, you will be served by your own sales representative at Norex. If you do not yet have a designated contact person at Norex, we will arrange this\u2014please contact the sales manager. You can find the contact details for the entire sales team<a href=\"https:\/\/norexfi.test.cchosting.fi\/yhteystiedot\/\" target=\"_blank\" rel=\"noopener\"> <strong>here<\/strong><\/a>.  <\/p>\n<p>&nbsp;<\/p>\n                        <\/div>\n                    <\/div>\n\n                <\/div>\n\n            \n                <div class=\"accordion__item\">\n\n                    <h5 class=\"c-accordion__header\" id=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <button class=\"c-accordion__link btn btn-link collapsed\" type=\"button\" data-toggle=\"collapse\" data-target=\"#collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd2\" aria-expanded=\"false\" aria-controls=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd2\">\n                            Why should I register?                        <\/button>\n                    <\/h5>\n\n                    <div id=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd2\" class=\"collapse\" aria-labelledby=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd2\" data-parent=\"#accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <div class=\"c-accordion__body\">\n                            <p>Registration as a professional customer requires that you work for a licensed horeca operator or work as a salesperson at Alko.<\/p>\n<p>After registration, as a logged-in customer you will see content on the site intended for beverage industry professionals, which we are not legally permitted to show to consumers. Feel free to take advantage of our excellent cocktail recipe bank, or create promotional materials suitable for your restaurant from our products, which you can send as PDFs to your own printer or even print yourself. <\/p>\n                        <\/div>\n                    <\/div>\n\n                <\/div>\n\n            \n                <div class=\"accordion__item\">\n\n                    <h5 class=\"c-accordion__header\" id=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <button class=\"c-accordion__link btn btn-link collapsed\" type=\"button\" data-toggle=\"collapse\" data-target=\"#collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd3\" aria-expanded=\"false\" aria-controls=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd3\">\n                            When will I receive my delivery if I order today?                        <\/button>\n                    <\/h5>\n\n                    <div id=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd3\" class=\"collapse\" aria-labelledby=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd3\" data-parent=\"#accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <div class=\"c-accordion__body\">\n                            <p>Orders received in the online shop before 9:00 AM on a business day are generally delivered the next business day between 8 AM and 4 PM. With an express processing fee, you can place an order until 10:30 AM<strong>. <\/strong>However, the actual delivery day may vary and depends particularly on the customer&#8217;s location and the delivery days of the distribution network operators in that area. More information can be found in the section <strong><a href=\"https:\/\/norexfi.test.cchosting.fi\/asiakaspalvelu\/toimitusehdot-ja-maksutavat\/\" target=\"_blank\" rel=\"noopener\">Delivery Terms and Payment Methods<\/a>.<\/strong>  <\/p>\n                        <\/div>\n                    <\/div>\n\n                <\/div>\n\n            \n                <div class=\"accordion__item\">\n\n                    <h5 class=\"c-accordion__header\" id=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <button class=\"c-accordion__link btn btn-link collapsed\" type=\"button\" data-toggle=\"collapse\" data-target=\"#collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd4\" aria-expanded=\"false\" aria-controls=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd4\">\n                            I received a different product than what I ordered, what should I do?                        <\/button>\n                    <\/h5>\n\n                    <div id=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd4\" class=\"collapse\" aria-labelledby=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd4\" data-parent=\"#accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <div class=\"c-accordion__body\">\n                            <p>That&#8217;s unfortunate. This rarely happens, but mistakes can occur. In such a situation, contact our customer service immediately: tel. 040 195 7042 (during office hours) or send an email to: <a href=\"mailto:tilaukset.spirits@norex.fi\">tilaukset@norex.fi<\/a>   <\/p>\n                        <\/div>\n                    <\/div>\n\n                <\/div>\n\n            \n                <div class=\"accordion__item\">\n\n                    <h5 class=\"c-accordion__header\" id=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <button class=\"c-accordion__link btn btn-link collapsed\" type=\"button\" data-toggle=\"collapse\" data-target=\"#collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd5\" aria-expanded=\"false\" aria-controls=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd5\">\n                            I received a damaged product in the delivery, what should I do?                        <\/button>\n                    <\/h5>\n\n                    <div id=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd5\" class=\"collapse\" aria-labelledby=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd5\" data-parent=\"#accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <div class=\"c-accordion__body\">\n                            <p>Sometimes products can break during transport. In that case, the situation must be reported quickly to the shipping company. If this has unfortunately happened, contact our customer service immediately: tel. 040 195 7042 (during office hours) or send an email to: <a href=\"mailto:tilaukset.spirits@norex.fi\">tilaukset@norex.fi<\/a>   <\/p>\n                        <\/div>\n                    <\/div>\n\n                <\/div>\n\n            \n                <div class=\"accordion__item\">\n\n                    <h5 class=\"c-accordion__header\" id=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <button class=\"c-accordion__link btn btn-link collapsed\" type=\"button\" data-toggle=\"collapse\" data-target=\"#collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd6\" aria-expanded=\"false\" aria-controls=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd6\">\n                            Where can I see my separately agreed special prices?                        <\/button>\n                    <\/h5>\n\n                    <div id=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd6\" class=\"collapse\" aria-labelledby=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd6\" data-parent=\"#accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <div class=\"c-accordion__body\">\n                            <p>The prices displayed in the online shop for both logged-in and non-logged-in customers are the currently valid Norex direct sales list prices.<\/p>\n<p>Any contract-based customer-specific prices will be taken into account when processing your order, even though unfortunately we cannot display them in the shopping cart in the online shop.<\/p>\n                        <\/div>\n                    <\/div>\n\n                <\/div>\n\n            \n                <div class=\"accordion__item\">\n\n                    <h5 class=\"c-accordion__header\" id=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <button class=\"c-accordion__link btn btn-link collapsed\" type=\"button\" data-toggle=\"collapse\" data-target=\"#collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd7\" aria-expanded=\"false\" aria-controls=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd7\">\n                            How does the wishlist work?                        <\/button>\n                    <\/h5>\n\n                    <div id=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd7\" class=\"collapse\" aria-labelledby=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd7\" data-parent=\"#accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <div class=\"c-accordion__body\">\n                            <p>A heart symbol appears in the product details. The same applies to cocktail recipe details. By clicking it, the product or cocktail is added to your wishlist.  <\/p>\n<p>You can access your collected wishlist via the heart symbol in the top menu, in the same way as the shopping cart. You can share your wishlist as a link with a colleague, for example. You can also receive wishlists created by others in the same way, and if you wish, convert it into an order. NOTE! If you accept a wishlist sent by someone else as your own, it will overwrite your previously saved list\u2014only the newest one will remain active. You can also just view a wishlist sent by someone else without saving it.     <\/p>\n<p>Through the wishlist, a logged-in customer can also create cocktail lists, among other things.<\/p>\n                        <\/div>\n                    <\/div>\n\n                <\/div>\n\n            \n                <div class=\"accordion__item\">\n\n                    <h5 class=\"c-accordion__header\" id=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <button class=\"c-accordion__link btn btn-link collapsed\" type=\"button\" data-toggle=\"collapse\" data-target=\"#collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd8\" aria-expanded=\"false\" aria-controls=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd8\">\n                            I didn&#8217;t receive my delivery on the agreed day, what should I do?                        <\/button>\n                    <\/h5>\n\n                    <div id=\"collapseaccordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd8\" class=\"collapse\" aria-labelledby=\"heading-accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd8\" data-parent=\"#accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd\">\n                        <div class=\"c-accordion__body\">\n                            <p>Fortunately rarely (but sometimes) it happens that deliveries are routed to the wrong places or are missed entirely. In that case, contact us immediately so we can find out where your order is. You can reach us during office hours by phone at 040 195 7042 or you can send an email to: <a href=\"mailto:tilaukset.spirits@norex.fi\">tilaukset@norex.fi<\/a> The sooner we start investigating, the sooner we can get your delivery to you!  <\/p>\n                        <\/div>\n                    <\/div>\n\n                <\/div>\n\n            \n        <\/div>\n\n    \n<style type=\"text\/css\">\n\t#accordion-block_29c6f1d40dc3aef320e99cdcbb8a47fd {\n\n\t}\n<\/style>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:25%\"><\/div>\n<\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":903,"featured_media":0,"parent":36323,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"templates\/full-width.php","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"class_list":["post-37219","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/norex.fi\/en\/wp-json\/wp\/v2\/pages\/37219","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/norex.fi\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/norex.fi\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/norex.fi\/en\/wp-json\/wp\/v2\/users\/903"}],"replies":[{"embeddable":true,"href":"https:\/\/norex.fi\/en\/wp-json\/wp\/v2\/comments?post=37219"}],"version-history":[{"count":2,"href":"https:\/\/norex.fi\/en\/wp-json\/wp\/v2\/pages\/37219\/revisions"}],"predecessor-version":[{"id":37221,"href":"https:\/\/norex.fi\/en\/wp-json\/wp\/v2\/pages\/37219\/revisions\/37221"}],"up":[{"embeddable":true,"href":"https:\/\/norex.fi\/en\/wp-json\/wp\/v2\/pages\/36323"}],"wp:attachment":[{"href":"https:\/\/norex.fi\/en\/wp-json\/wp\/v2\/media?parent=37219"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}