Returns Policy

At Norvain London, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help. Please read our Returns Policy carefully before requesting a return.

If you have any questions, please contact our Customer Support team at info@norvainlondon.com before returning any item.

1. Our Returns Process

To ensure every return is handled correctly, all returns must be authorised by our Customer Support team before being sent back.

Please do not return your item without contacting us first, as this may delay or prevent your refund from being processed.

2. Return Eligibility

You may request a return within 30 days of receiving your order.

To request a return, please email info@norvainlondon.com and include:

  • Your order number

  • The reason for your return

Once your request has been reviewed and approved, we'll provide you with the appropriate return instructions.

3. Return Conditions

To be eligible for a return:

  • Items must be unused, unworn, unwashed and in their original condition.

  • All original tags and packaging must still be attached.

  • Trying an item on is acceptable, but it must not show signs of wear.

  • Sale items may only be returned if they are faulty, damaged or incorrect.

  • For hygiene reasons, certain products such as underwear, swimwear and jewellery cannot be returned unless they are faulty or remain unopened and unused.

4. Return Shipping Costs

Unless the item is faulty or incorrect, return shipping costs are the responsibility of the customer.

We strongly recommend using a tracked shipping service, as we cannot process returns that cannot be verified as delivered.

5. Alternative Solutions

Before requesting a return, please contact our Customer Support team.

In many cases, we may be able to offer a quicker and more convenient solution, such as:

  • A partial refund

  • Store credit

  • A replacement item

  • Another suitable resolution depending on your situation

Our goal is always to find the fairest solution for both you and Norvain London.

6. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us within 30 days of delivery.

To help us resolve the issue as quickly as possible, please include:

  • Your order number

  • A clear description of the issue

  • Clear photographs showing the problem

Once we have reviewed your request, our Customer Support team will work with you to provide the most appropriate solution.

7. Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome.

If your return is approved, your refund will be issued to your original payment method within 14 days.

Please note that it may take several business days for your bank or payment provider to process your refund.

Original delivery charges are non-refundable unless required by applicable law or where the item is faulty or incorrect.

8. Exchanges

At this time, Norvain London does not offer direct exchanges.

If you would like a different size or colour, we recommend placing a new order and contacting our Customer Support team regarding your original purchase.

9. Order Cancellations

As we begin processing orders shortly after they are placed, we cannot guarantee that an order can be cancelled once it has entered processing.

If you need assistance, please contact info@norvainlondon.com as soon as possible and we'll do our best to help.

10. Delivery Responsibility

Customers are responsible for ensuring that all delivery information provided at checkout is accurate.

If you notice an error in your delivery address, please contact us as soon as possible after placing your order.

Norvain London cannot accept responsibility for orders successfully delivered to the address provided by the customer.

Contact Us

Norvain London

Email: info@norvainlondon.com

Customer Support Hours

Monday – Friday: 9:00 AM – 6:00 PM

Saturday – Sunday: 10:00 AM – 5:00 PM