Returns Policy

Returns Policy

Last updated: 3 June 2026

At Nora Norwich, we do everything we can to ensure our customers are satisfied. However, if you wish to return a product, this Returns Policy explains the process clearly. If you are unsure about anything, please contact us first at info@noranorwich.co.uk.

How we operate

Nora Norwich operates using a direct-from-supplier model. To reduce waste and lower our CO2 emissions, we do not hold large volumes of stock in-house. Items that are not held in stock are shipped directly from our supplier, which is based in China. This means that returns must also be sent to our supplier's return address in China.

Timeframe and requesting a return

You may request a return within 14 days of receiving your item by contacting us at info@noranorwich.co.uk.

Please note:

• A return may only be requested after you have physically received the item.
• You must include your order number and the reason for the return in your request.
• If your return is approved, we will provide you with our supplier's return address.

Conditions for returns

To be eligible for a return:

• The item must be unused, unwashed, undamaged, and in its original condition, with all labels and tags still attached.
• Trying on an item is permitted, but the item must not have been worn.
• Discounted or sale items cannot be returned unless there is a valid reason.
• Intentionally ordering multiple sizes with the aim of returning part of the order is not permitted.
• Certain items are excluded from return for hygiene reasons, including underwear, swimwear, and jewellery, unless they are unopened and unused.

Return costs and process

Please note the following:

• All return costs are the responsibility of the customer, including international shipping costs and any customs charges.
• Returned items must be sent to our supplier's return address in China.
• The customer is responsible for arranging, paying for, and tracking the return shipment.
• We strongly recommend using a tracked shipping service. Without proof of postage, we may be unable to process your return.

Customer-friendly alternative

As international returns can be costly and time-consuming, we are happy to consider a suitable alternative with you, such as a partial refund or discount, where appropriate. Any such arrangement will be agreed by email. Please always contact us first at info@noranorwich.co.uk before returning any item.

Faulty, incorrect, or damaged items

If there is a problem with your order - for example, if the item is faulty, incorrect, damaged, or there is an issue with the size, fit, or quality - please email us within 14 days of receipt at info@noranorwich.co.uk, including:

• clear photos of the item; and
• a brief description of the issue.

Without photos and a description of the issue, we may be unable to assess your complaint properly. Once we have received this information, we will work to find a suitable solution as quickly as possible.

Refunds

A refund will only be issued once the returned item has been received and approved at the return address in China. If approved, we will refund the purchase amount within 14 days using the original payment method.

Unless otherwise required by law, original shipping costs are not refunded.

Cancellations

Once an order has been placed and is being processed, it cannot be cancelled. A refund or chargeback must not be requested before the item has been delivered and received. If you have any issue with your order, please contact us first at info@noranorwich.co.uk before initiating a chargeback or refund request.

Liability

We are not responsible for parcels that are shown as delivered by the tracking information to the address provided by the customer.

Please also note:

• Any incorrectly provided address is the responsibility of the customer.
• Any address error must be reported within 24 hours of placing the order by emailing info@noranorwich.co.uk.

Contact

Nora Norwich
Email: info@noranorwich.co.uk