Refund policy
RETURN WINDOW
You may request a return within 30 days of delivery.
WHAT WE ACCEPT BACK
We accept change-of-mind returns for items that are unworn, unwashed and with their labels attached. Please check the size guide and the measurements on the product page before you order.
Items that arrive back to us worn, washed or without their labels attached will be refused. We will notify you and may return the item at your cost. Unclaimed items are disposed of after 30 days.
HOW RETURNS ARE REFUNDED
Accepted returns are refunded to your original payment method, normally within five business days of the returned item passing inspection. Your bank or card issuer may take a further three to five days to show the money.
RETURN SHIPPING COSTS
Return shipping is paid by the customer. Returns go back to our partner warehouse in China, not to a US address, so return postage is international and can cost $50 or more, depending on the size and weight of the parcel and the carrier you choose. Please factor this in before requesting a return.
We strongly recommend using a tracked service. We are not responsible for returns lost or damaged in transit and cannot issue a refund for a return we do not receive.
Original shipping charges are non-refundable. Where your order qualified for free shipping over $150 and a return brings the order value below that threshold, the standard $8 shipping fee will be deducted from your refund.
RETURN AUTHORISATION IS REQUIRED
Do not send anything back before contacting us. Email support@nora-lanelle.com with your order number and reason for return. We will issue the correct return address.
Returns shipped to any address other than the one we provide cannot be traced to your order, cannot be refunded, and will not be returned to you.
EXCHANGES
We do not process direct exchanges. Return the original item for a refund and place a new order for the size or colour you want.
FAULTY, DAMAGED OR INCORRECT ITEMS
If you receive an item that is faulty, damaged or not what you ordered, contact us within 30 days of delivery with photographs. This is not a change-of-mind return: the condition above does not apply and you will not pay return postage. We will send a replacement at no cost to you. If a replacement is not available, we refund the item and its shipping in full to your original payment method.
ORDERS THAT DO NOT ARRIVE
If your order has not reached you within 10 days of purchase, contact us. If we cannot deliver it, or you choose to cancel after we have told you of a delay, we refund the order in full to your original payment method.
ORDER CANCELLATION
Orders can be cancelled free of charge, with a full refund to your original payment method, until they enter fulfilment. Email us immediately at support@nora-lanelle.com with your order number.
Once an order has entered fulfilment it cannot be cancelled, stopped or redirected, even if it has not yet shipped. At that point the return conditions above apply.
SALE AND PROMOTIONAL ITEMS
Discounted and promotional items can be returned on the same conditions as full-price items. There are no final-sale exclusions.
YOUR STATUTORY RIGHTS
Nothing in this policy limits any right you have under the consumer law of your place of residence. If you are a consumer resident in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason. To exercise it, notify us at support@nora-lanelle.com within that period. We will refund the purchase price and standard outbound shipping to your original payment method within 14 days of receiving the returned goods or proof of return.
Return shipping costs for withdrawal are borne by the customer, as disclosed here before purchase.
NORTHBOUND SYSTEMS LLC, 5830 E 2nd St, Ste 7000
Casper, WY 82609
United States