Return & Refund Policy

Return & Refund Policy

If you are not 100% satisfied with your purchase, you may return your order within 30 days from the delivery date for a full refund.
To request a return address, please contact us at support@norella.co.uk

Please note that return shipping costs are the responsibility of the customer, unless the item received is incorrect or damaged.

Return Conditions

All returned items must be in their original condition as sold: unworn, unwashed, unaltered, and with all original tags attached.
Items must be returned in their original packaging.

Defective or Incorrect Items

If you receive a defective or incorrect item with your initial order, we may first send you a replacement at no additional cost before processing a return.
For lost or undelivered items, a replacement will also be sent before a refund is issued.

To report a damaged or incorrect item, please follow these steps:

  1. Contact our customer service team via email at support@norella.co.uk

  2. Provide a clear photo, a description of the issue, and your order number

Once we have reviewed your request, we will contact you to arrange an appropriate solution.
All damaged, defective, or incorrect items must be reported within 30 days of delivery.

Returns

If the size does not fit or you would like a different colour, you may return the item within 30 days.

  • Return shipping costs are at the customer’s expense

  • Items must be unused, in the same condition as received, and in original packaging or with the original brand tag attached

  • Proof of purchase is required to complete your return

Exchanges

We do not offer direct exchanges.
You may return your item within 30 days and place a new order instead.

Damaged or Defective Products

We recommend inspecting your order upon delivery.
If an item is damaged or defective, please contact us immediately.
Damaged or defective items will be replaced, and return shipping costs will not be charged to the customer.

Refunds

Once your return has been received and inspected, we will notify you by email.
If approved, your refund will be processed and automatically credited to your original payment method within 14 days.

Late or Missing Refunds

If you have not yet received your refund:

  1. Please check your bank account again

  2. Contact your payment provider, as processing times may vary

If you have completed these steps and still have not received your refund, please contact us at support@norellalondon.nl.

Return Shipping Costs

Customers are responsible for the actual cost of return shipping.

Refused or Uncollected Deliveries

If a delivery is refused or not collected from the courier or post office, the parcel will be returned to us.
In such cases, we reserve the right to deduct 15% of the refund amount to cover handling and return costs.

Return Form

To receive a return form, please email support@norellalondon.nl.