RETURNS & REFUNDS

POLICY

We want you to feel confident shopping with Norelle.

If you change your mind, you can request a return within 14 days of receiving your order. Once you have notified us, you have a further 14 days to return the item.

Items must be returned unworn, unused and in their original condition. You may try an item on in the same way you would in a physical shop, but we may reduce the refund if the product has been used or damaged beyond what is necessary to inspect it.

Change of Mind Returns:

To request a return, please contact us with your order number and the item you wish to return.

Unless the item is faulty, damaged or incorrect, the cost of returning the item is the customer’s responsibility.

Once we receive and inspect your return, we will process your refund to the original payment method.

Refunds will be issued within the timeframe required by UK consumer law. If you paid for delivery, we will refund up to the cost of our standard delivery option; any additional amount paid for express delivery is not refundable.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or different from what you ordered, please contact us as soon as possible and include your order number and clear photos of the issue.

We will arrange an appropriate solution, which may include a replacement, repair or refund, at no additional cost to you.

Faulty products are covered by your statutory consumer rights.

How to Contact Us

To start a return or report a problem with your order, please contact us through our Contact page.

Please include:

your order number;
the item you wish to return;
the reason for your return;
photos, where the item is faulty, damaged or incorrect.

Your statutory rights are not affected.