Return & Exchange Policy

Return & Exchange Policy – Norvellie

At Norvellie, we strive to provide you with a pleasant and satisfying shopping experience. However, we understand that unforeseen circumstances may occur. In such cases, we have established a general return and exchange procedure to assist you.

General Return / Exchange Procedure

Step 1: Initiate Your Request
If you wish to make a return or an exchange, please email us at info@norvellie.com with your order number. Our customer service team will guide you through the process in a professional manner.

Step 2: Return Your Product
Once your request is approved and the return/exchange address has been provided, please send back the item within 7 days, following our instructions.
We strongly recommend using a tracked shipping service, as the refund or exchange will only be processed after we receive the item.
Please note that return shipping costs are the responsibility of the customer.

Step 3: Refund / Exchange
Upon receipt of your package, we will inspect the item within 3 to 5 business days and then proceed with either a replacement or a refund.

Important Information

You must contact us before returning any item to start the process.
Returns made directly upon delivery or via a local post office without prior contact will not be accepted.
Please send your request with the subject “RETURN” to info@norvellie.com.

Refunds or exchanges are only possible if the items meet our policy conditions.

Non-Refundable / Non-Exchangeable Items

We are committed to offering you high-quality products.
However, if you receive a defective item, we will gladly accept it for return or exchange.

Please note that the following situations are not considered quality defects:

Size errors
Change of mind
Damage caused by use, washing, repairs, or human handling

To be eligible for a return or exchange:

The item must be unused, in perfect condition, with its original packaging and tags.
No refunds will be issued for worn, washed, or altered items.
Replacement items are not refundable.
Return shipping costs are the responsibility of the customer.

Delivery Issues & Responsibility

Norvellie.com cannot be held responsible for delivery failures due to customer negligence.

This includes (but is not limited to):

Failure to confirm delivery information
Incomplete or incorrect address, phone number, or name

In these cases, no refund will be issued.

If you believe your delivery information is incorrect, please contact us immediately at info@norvellie.com with your order number and updated details.

Return Timeframe

You have 14 days from the receipt of your order to initiate a return.

Do not return items to the address shown on your package.
Please contact our customer service team first to receive the correct return address.

Processing of Refunds / Exchanges

Once we receive your items and confirm they are eligible according to our policy, we will process your refund or exchange within 5 business days, at no additional cost.

For better tracking, you will receive:

A first email confirming the receipt of your package and the eligibility of the item.
A second email once the refund has been issued.

Please allow up to 7 days for the funds to appear in your account.

If you have not received any updates after 7 days, or if you have questions, please write to us at info@norvellie.com.

Thank you for your trust and for shopping at Norvellie.
We look forward to seeing you again soon!

— The Norvellie Team