Refund policy
Returns & Refunds
At Norelles, we are committed to providing high-quality products along with clear product information and dedicated customer support. Please review this return and refund policy carefully before placing your order.
To be eligible for a return, your item must be unused, unwashed, and in its original condition and packaging, with proof of purchase.
To start a return, please contact us at support@norelles.com
Returns must be approved before being sent back. Items sent without prior approval will not be accepted.
If your return is approved, we will provide instructions and the return address.
Please note:
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
Incorrectly Placed Orders & Change of Mind
We do not accept returns or refunds for incorrectly placed orders. Orders may be modified prior to dispatch if possible, however once an order has been shipped, it cannot be cancelled, changed, or refunded due to change of mind.
All purchases are considered final and orders cannot be refunded due to change of mind.
Damages & Issues
All items are inspected prior to shipping. However, if you receive an item that arrives damaged or defective, please contact us within 5 days of receiving your order and include photo evidence of the issue.
Once reviewed, we will work with you to provide a suitable resolution such as a replacement or store credit.
Sizing Issues
We provide sizing guides on the majority of our product pages to help customers choose the correct fit before purchasing. Because these guides are available, we are unable to offer returns or refunds for sizing discrepancies.
We strongly encourage customers to review the sizing information carefully before placing an order.
Shipping Delays
We always aim to deliver orders within the estimated shipping timeframe provided at checkout. However, shipping times are estimates only and are not guaranteed. Delays can occur due to circumstances outside of our control, including but not limited to courier delays, customs processing, weather disruptions, peak seasonal demand, or other unforeseen shipping carrier issues.
Because of this, we do not offer refunds or replacements for orders that are still in transit until 30 days have passed from the order date. This timeframe allows sufficient time for the carrier to complete the delivery before the parcel is considered lost.
We appreciate your patience and understanding while your order is in transit. Our team will always do their best to assist with tracking updates or delivery issues during this time.
Exchanges
We do not offer direct exchanges.
The fastest way to receive a different item is to return your original purchase (once approved) and place a new order.
Refunds
Once your return is received and inspected, we’ll notify you of the approval status.
If approved, refunds will be processed to your original payment method within 10 business days.
Please allow additional time for your bank or card provider to post the refund.
If more than 15 business days have passed since approval, contact us.