Returns & Refunds

We accept returns within 30 days of delivery.

Unless otherwise stated, customers are responsible for return shipping costs.

Items must be returned in their original, unused condition, including all packaging and accessories.

To arrange a return, please contact us at hello@norvela.co. Returns must be approved by our support team before being sent back. This helps us ensure your return reaches the correct location and can be processed as quickly as possible.

Once your return has been received and approved, refunds are processed within 5 business days.

Change of Mind

If you've changed your mind, unused and unopened items may be returned within 30 days of delivery.

Damaged or Defective Items

If your order arrives damaged, defective, or incomplete, please contact us within 30 days of delivery and include photos or videos of the issue.

Where possible, we'll provide replacement parts or send a replacement product at no additional cost. If you would prefer a refund, we'll work with you to find the best solution.

Order Cancellations

Orders may be cancelled before they have been dispatched.

Please note that some payment providers charge non-refundable transaction fees, which may be deducted from refunds for cancelled orders where applicable.

Lost or Delayed Packages

If your order has not arrived within 10 business days beyond the estimated delivery timeframe, please get in touch with us.

We'll investigate the shipment and, where appropriate, arrange a replacement or issue a refund.

Packages marked as delivered by the shipping carrier are considered successfully delivered. If you believe your parcel has been misplaced after delivery, we recommend contacting the carrier directly and reaching out to our support team so we can assist where possible.

Incorrect Addresses & Uncollected Parcels

Please ensure your shipping information is accurate before placing your order.

Packages returned due to an incorrect address, refusal of delivery, or failure to collect from a local carrier may require additional shipping charges if reshipment is requested.

Important Information

Returns should be shipped within 14 days of receiving return instructions.

We recommend sharing your return tracking number with our support team once your parcel has been sent.

Returned items that show signs of significant use, damage, scratches, cracks, dents, or are not returned in their original condition may not be eligible for a full refund.

European Union – Right of Withdrawal

If your order is being shipped to the European Union, you have the legal right to cancel or return your order within 14 days of receiving the last item in your order, for any reason and without justification, however, Norvela offers you 30 days to return your items after receiving the last item in your order.

How to exercise your right You can initiate a return or cancellation directly through our store — use the "Returns and cancellations" link in the footer of our website. You will be asked to confirm your request in two steps. You can also contact us at hello@norvela.co. We will send you an acknowledgement of your withdrawal request without delay.

For unfulfilled orders, you may cancel before your order has been dispatched using the same process.

Returning your items Items must be returned within 14 days of notifying us of your withdrawal. They must be in the same condition as received — unworn, unused, with tags, and in their original packaging. You will also need your receipt or proof of purchase. Unless otherwise stated, return shipping costs are your responsibility.

Refunds We will refund your payment within 14 days of receiving your returned items. Refunds will be issued to your original payment method.

Exceptions The right of withdrawal does not apply to: custom or personalized items; sealed goods that are not suitable for return due to health or hygiene reasons if unsealed after delivery; perishable goods; or digital content that has been accessed.