Refund policy
RETURN AND REFUND POLICY
RETURN WINDOW
You may request a return within 30 days of delivery.
CONDITION REQUIREMENTS
Returned items must be:
- Unworn, unwashed and unused
- In original, unopened packaging with all tags attached
- Free of makeup, deodorant, fragrance, pet hair, odour and any signs of wear
Items that arrive back to us outside these conditions will be refused. We will notify you and may return the item at your cost. Unclaimed items are disposed of after 30 days.
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.
RETURN SHIPPING COSTS
Return shipping is paid by the customer. Our fulfilment centres are located primarily in Asia, and international return postage typically costs between $15 and $20 USD depending on your country and chosen carrier. 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 $100 and a return brings the order value below that threshold, the standard $8 shipping fee will be deducted from your refund.
HOW REFUNDS ARE ISSUED
Refunds are issued as Nora Lanelle store credit by default. Store credit is delivered by email within 3 business days of the returned item passing inspection, never expires, and can be used on any future order.
If you prefer a refund to your original payment method, you must state this explicitly in writing in your return request email. We will process it to the original payment method within 5-10 business days of inspection. Your bank may take a further 3-5 business days to display the funds.
EXCHANGES
We do not process direct exchanges. Return the original item for store credit and place a new order for the size or colour you want.
FAULTY 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. We will replace it or refund it in full, including shipping, at no cost to you. You will not be asked to pay return postage on a faulty item.
This is separate from a change-of-mind return and is not subject to the return shipping charges above.
ORDER CANCELLATION
Orders can be cancelled free of charge until they enter fulfilment, which is typically 1-2 hours after purchase. 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 standard return process applies.
SALE AND PROMOTIONAL ITEMS
All items, including discounted and promotional items, are eligible for return under this policy. There are no final-sale exclusions.
EU, UK AND OTHER STATUTORY RIGHTS
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.