FAQ

SHIPPING & DELIVERY

How long until my order arrives?
We typically prepare orders within 1–2 working days. Once handed to the courier, delivery takes a further 4–6 working days, bringing your total estimated wait to 5–8 working days. Full details are available on our Shipping Policy page.

Is shipping free?
It is. Every UK order qualifies for complimentary standard delivery — no minimum spend required.

Do you ship outside the UK?
Not at this stage. Norvelane currently delivers to UK addresses only and international shipping is not something we offer right now.

Can I track my parcel?
Of course. As soon as your order is on its way, you'll receive an email with a tracking number so you can monitor its journey right up to your front door.

RETURNS & REFUNDS

What's your returns policy?
You have 30 days from the date of delivery to return an item. It must come back unworn, unused, and in its original packaging in the same condition it arrived.

My item arrived damaged or faulty — what now?
Send us an email with photographs of both the item and its packaging. We'll sort out a free replacement and take care of the return postage.

When will my refund be processed?
Once your return has been received and approved, we'll issue your refund within 7 working days. The money will go back to your original payment method, although your bank may take a little extra time to show it in your account.

Are there any restocking fees?
Never. Norvelane does not charge restocking fees under any circumstances.

EXCHANGES & ORDER CHANGES

Can I swap an item for something else?
Absolutely — exchanges are always welcome. Just get in touch with our support team, send back the original item, and we'll dispatch your replacement as soon as it reaches us.

Can I cancel my order?
You can cancel at any point before your order is dispatched. After it has left our warehouse, cancellation is no longer possible and you would need to follow our standard returns process.

Can I modify my order after it's placed?
Amendments are only possible before your order ships. If you need to make a change, contact us immediately. Once your parcel is on its way, we're unable to make any alterations.

PAYMENTS & SECURITY

Which payment methods do you accept?
We support a wide range of secure payment options, including all major credit and debit cards as well as digital wallets such as PayPal, Apple Pay, and Shop Pay.

Is my payment data protected?
Absolutely. Every transaction is secured with SSL encryption and we operate in full compliance with PCI DSS standards. We never store your complete card details on our systems.

PRODUCTS & SIZING

How do I work out my size?
Each product page includes a detailed sizing guide to help you choose the right fit. If you're still not sure, our support team is always happy to give you personalised advice.

What if something is out of stock?
Out-of-stock items are clearly marked on the site. You can sign up for a restock notification directly on the product page and we'll let you know the moment it becomes available again.

NEED MORE HELP?
Still have a question we haven't answered? Our support team is standing by and ready to assist. Our support team is available Monday to Saturday, 9:00 a.m. – 6:00 p.m. | Sunday, 10:00 a.m. – 6:00 p.m. (GMT). We do our best to reply within 24–48 hours.