Shipping policy

SHIPPING POLICY

PROCESSING

All orders are processed within 1-2 business days of purchase. Orders placed on weekends or public holidays begin processing the next business day.

DELIVERY TIMES

Standard Shipping: 13-15 business days
Express Shipping: 8-12 business days

Delivery estimates begin once your order leaves our fulfilment centre, not at the moment of purchase. During peak periods, promotional events and public holidays, delivery may take longer than the estimates above. If your order will be delayed beyond the stated timeframe, we will contact you by email and you may choose to wait or cancel your order for a full refund.

SHIPPING RATES

Standard shipping: $8.00 USD
Express shipping: $15.00 USD
Orders over $100 USD: Free standard shipping

Express orders also receive priority customer support with faster response times.

FULFILMENT LOCATIONS

Nora Lanelle works with fulfilment partners located primarily in Asia. Depending on stock availability, items within a single order may ship separately and arrive on different dates. You will receive tracking for each shipment. Split shipments are not a defect and do not qualify for cancellation or refund.

INTERNATIONAL ORDERS, DUTIES AND TAXES

We ship worldwide. International orders may be subject to import duties, customs charges, VAT or handling fees levied by the destination country. These charges are not included in your order total and are the sole responsibility of the recipient. We have no control over these charges and cannot predict their amount.

If a parcel is refused at customs or returned to us because duties were not paid, the order is treated as a customer-initiated return: the product value is refunded as store credit, less all shipping and return-transport costs incurred.

ADDRESS ACCURACY

You are responsible for entering a complete and accurate delivery address. Orders shipped to an address supplied incorrectly by the customer are not eligible for a free replacement or refund. If such a parcel is returned to us, we will re-ship it once the customer pays the applicable shipping fee again.

LOST, MISSING OR DAMAGED PARCELS

If your parcel arrives damaged, or tracking shows it as lost in transit, we will replace it free of charge. To qualify:

- Report the issue within 14 days of the delivery date, or of the last tracking update for a lost parcel
- For damage, include clear photographs of the item and of the outer packaging
- For a parcel marked delivered but not received, allow 3 business days from the delivery scan (carriers frequently scan early) and check with neighbours and building management before reporting

Replacements are dispatched once the claim is verified. We reserve the right to issue a refund in store credit instead of a replacement where the item is no longer in stock, and to decline claims where evidence of the reported damage or loss is not provided.

TRACKING

A tracking number is emailed once your order ships. Tracking information may take 3-5 business days to display movement after dispatch. This is normal and does not indicate a problem with your order.

CONTACT

Questions about your delivery: support@nora-lanelle.com