Refund policy
At NORVELANE, every order we send out is one we stand behind. Quality matters to us, and on the rare occasion something isn't right, we'll do whatever it takes to put it right — quickly and without unnecessary hassle.
Wrong, Broken, or Faulty Items
Opened your parcel to find something damaged, defective, or completely different from what you ordered? We want to hear about it. Get in touch within 30 days of receiving your delivery.
Write to us at: support@norvelane.com
To help us resolve things as fast as possible, include your order number and a few clear photographs that show exactly what the problem is.
Once we've reviewed your case, we'll offer you one of the following:
✔ A replacement sent out to you
✔ Credit added to your store account
✔ A full refund back to your original payment method
Any delivery charges you paid on the original order will be refunded too.
We never apply restocking fees to approved returns.
Please be aware: The cost of sending goods back to us — including any return label — falls on the customer.
Swapping for a Different Size or Style
Not quite the right fit, colour, or style? That's no problem at all — exchanges are something we're happy to arrange. Simply reach out to our team and we'll walk you through exactly what to do.
Changed Your Mind? You Have 30 Days
If you've had a change of heart, you can send eligible items back to us within 30 days of the delivery date. To qualify, the item must be:
- Completely unworn and unused
- In the same condition it arrived in, with no damage
- Sealed inside its original packaging
Before sealing your parcel, write your order number clearly on the outside of the box.
The postage cost for sending items back is yours to cover.
If you're returning something simply because you've changed your mind, the original shipping fee won't be refunded.
We'll process your refund within 7 days of the return landing with us.
After that, your bank or card provider may need a few extra days before the money shows in your account.
When We Can't Accept a Return
There is one situation where we're unable to process a return:
- Parcels that arrive without a valid order number on the outside
Not sure whether your item qualifies? Drop us a message before you post anything — it only takes a moment and saves any complications.
Starting Your Return
The whole process begins with a single email to support@norvelane.com. Once we receive it, we'll send back everything you need to know — step by step.
How Refunds Work
The moment your return reaches our warehouse, our team will inspect it and update you on the outcome.
If everything checks out, your refund will be released to the payment method you used within 7 days.
Keep in mind that your financial institution may take a little longer on their end before the amount appears on your statement.
Need a Hand?
Our team is on hand to help with any returns or refund queries you might have:
NORVELANE
Email: support@norvelane.com
Support Hours: Monday to Saturday, 9:00 a.m. – 6:00 p.m. | Sunday, 10:00 a.m. – 6:00 p.m. (GMT)
We typically respond within 24–48 hours.