Refund policy
Returns and Refund Policy
Last updated: Today
At NØRÉ London, we want you to feel comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds, your statutory cancellation rights and our 30 day money back guarantee work.
This policy applies to purchases made through norelonden.com.
Your legal right to cancel (14 days)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer in the UK you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
You then have a further 14 days to return the goods to us.
We will refund the amount you paid for the goods, including the standard delivery cost, within 14 days of receiving the goods back or of receiving proof that you have sent them.
Our 30 day money back guarantee below is offered in addition to this legal right and does not replace or limit it.
30 day money back guarantee
We offer a 30 day money back guarantee.
If you are not happy with your order, or if something is not quite right, please contact us within 30 days of receiving your order.
To start a return request, email us at:
Please include:
- Your full name
- Your order number
- The email address used for the order
- The reason for the return
- Clear photos if the item is damaged, faulty or incorrect
- Any details that help us understand how we can assist you
Our team will review your request and reply with the next steps.
Return approval
Please do not send any items back before contacting us.
Where possible, please contact us first so that we can approve your return and give you the correct return address.
If your return is approved, we will provide the return instructions and the correct return address.
In many cases, returns must be sent directly to our supplier, which may be located in China.
Return shipping costs
For change of mind returns, size changes or items that are no longer wanted, the customer is responsible for the return shipping costs.
If the approved return address is with our supplier in China, the customer is responsible for arranging and paying for the return shipping to that address.
We recommend using a tracked shipping service.
This does not apply to items that are faulty, damaged, incorrect or not as described. In those cases we will cover the cost of returning the item to us.
Tracking for returns
For an approved return, we ask the customer to provide valid return tracking details.
We recommend a tracked and, where appropriate, insured service, as this is the clearest way to show that the item has been sent and received.
If a returned parcel is lost in transit and cannot be shown to have been sent, we may not be able to complete the refund.
Condition of returned items
To be eligible for a change of mind return, the item should be:
- Unworn
- Unwashed
- Unused
- In its original condition
- With tags and packaging where possible
You are welcome to inspect and try on an item as you would in a shop. If the value of the goods has been reduced because they have been handled more than necessary, we may reduce your refund to reflect that, as permitted under the Consumer Contracts Regulations 2013.
Items that show signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may not be accepted for a change of mind return.
Items that may not be eligible for return
Some items may not be eligible for change of mind returns, including:
- Gift cards
- Final sale items, where clearly stated
- Personal or hygiene related items, where the seal has been broken after delivery
- Items that have been made to your specifications or personalised
- Items that have been worn, washed or used
This does not limit your rights under UK consumer law.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible at:
Please include your order number, a description of the issue and clear photos of the item and packaging.
Under the Consumer Rights Act 2015, if goods are faulty you have a short term right to reject them for a full refund within 30 days of delivery. After that period, you may be entitled to a repair or replacement, and to a refund or price reduction if a repair or replacement is not possible or is unsuccessful.
We will review the issue and work with you on a suitable solution. We will cover the return postage costs for faulty, damaged or incorrect items.
Your rights under UK consumer law
Nothing in this policy limits any rights you may have under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other UK consumer legislation.
Refund processing
Once your return is received and approved, we will notify you by email.
If your refund is approved, it will be processed back to your original payment method.
Refunds are issued within 14 days of us receiving the returned goods, or of receiving proof that you have sent them back.
Please allow additional time for your bank, card provider or payment provider to show the refund in your account.
Exchanges
We may offer an exchange or another solution depending on the situation and product availability.
Please contact us at:
We will review your request and let you know what options are available.
Order cancellations
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we will do our best to cancel it.
If your order has already been dispatched, you can still cancel under your 14 day right to cancel and return the item to us once it arrives.
Contact us
For return, refund or order questions, contact us at: