Refund policy

We offer a 30-day return window. This means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return:

  • Your item must be in the same condition as when you received it.
  • It must be unused and unworn.
  • It must include all original tags and packaging.
  • You’ll need to provide the receipt or proof of purchase.

How to Start a Return

  1. Email us at info@thenorvanstore.com with your order number and the reason for the return or exchange.
  2. We’ll respond with a Return Authorization Number and provide the return address.

Note: Requests made over the weekend will be processed the next business day.

Return Shipping Fees and Responsibility

If the item arrives damaged or not as described, Norvan covers the return shipping costs.

In all other cases (change of mind, ordering error, etc.), return shipping costs are the customer’s responsibility.

The return parcel remains your responsibility until it is received by our team.
We recommend using a tracked shipping service for added security.

Returns Summary

  • Return method: By mail
  • Restocking fee: No
  • Product condition: New only
  • Return window: 30 days after receiving your item
  • Countries accepted: United Kingdom
  • Refund processing time: 14 days

Exceptions / Non-Returnable Items

We cannot accept returns for:

  • Used or worn items
  • Items without original packaging and tags
  • Personalized or final sale items

If you're unsure about your item’s eligibility, please contact us before sending it back.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If the item is damaged, defective, or incorrect, contact us immediately at info@thenorvanstore.com so we can make it right.

Exchanges

Only items that are defective or damaged during delivery are eligible for an exchange.

To confirm that the damage occurred before receipt, we ask for a photo of the product in its original packaging at the moment of unboxing, with the label and delivery information visible.

If an exchange is necessary, please contact us at info@thenorvanstore.com and include your order number.

Refunds

Once we receive and inspect your return, we’ll notify you of the approval status. If approved, your refund will be issued to your original payment method within up to 14 business days.

Please note: It may take additional time for your bank or credit card provider to process and post the refund.

Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact us at: info@thenorvanstore.com