Refund policy

Return Policy

Norella · www.norella.eu · Info@norella.eu · Last updated: October 19, 2026

Not completely satisfied with your order? No problem. You can easily return your clothing to Norella. Below, you can read how it works.

1. 30-Day Cooling-Off Period

You have the right to withdraw from your order within 30 days after receiving it without giving any reason. The cooling-off period begins on the day after you (or a third party designated by you) have received the package. Did you order multiple items in one order that are delivered separately? Then the period begins on the day after you have received the last item.

As an additional service, we also give you 30 days to return your order.

2. How to Return Your Items

  1. Register your return. Send us an email within the cooling-off period at Info@norella.eu with your order number and the items you wish to return. You may use the model withdrawal form at the bottom of this page for this purpose, but this is not required. A clear email is sufficient.

  2. Pack your items. Place the items neatly in their original packaging or in a sturdy bag or box. Include the invoice or packing slip.

  3. Send your package. Send your return within 30 days after informing us that you wish to return it to the return address:
    [Norella, Street Name 1, 1234 AB City Name, Netherlands]
    Keep the proof of shipment, such as the receipt or Track & Trace code, until your money has been refunded.

  4. Receive your refund. As soon as we have received and inspected your return, we will refund you (see section 6).

3. Return Conditions

We will process your return if:

  • the items are unworn, unwashed, and undamaged;

  • all labels and tags are still attached;

  • the items are free from odors (such as perfume or smoke), makeup, hair, and stains;

  • the items have been returned in their original packaging or protective packaging.

Of course, you may try on and inspect an item as you would in a store. If you use it more than is necessary to establish its characteristics and functioning, we may deduct an amount for the diminished value from your refund.

4. Return Costs

  • Returns are free of charge. We will send you a return label or reimburse you for the shipping costs of your return shipment.

We will refund the original outbound shipping costs if you return all your items. If you return only part of your order, those shipping costs will remain part of your order.

5. Refunds

We will refund you within 30 days after you have informed us that you wish to withdraw from your order. We may wait to issue the refund until we have received the items or until you have demonstrated that you have sent them back. Whichever happens first applies.

The refund will be made using the same payment method you used to pay, unless you expressly agree otherwise with us. Depending on your bank or payment provider, it may take a few business days for the amount to appear in your account. You will receive an email from us as soon as the refund has been issued.

6. Received a Defective, Damaged, or Incorrect Item

Is your item damaged or defective, or have you received a different item than the one you ordered? Please contact us as soon as possible at Info@norella.eu, preferably with photos and your order number. We will then work with you to find a solution: a replacement item or a refund. In that case, there will be no costs for you, and we will also cover the return costs.

In addition to this, you are entitled to the statutory guarantee: an item must meet what you can reasonably expect from it. If it does not, please contact us.

7. Sent to the Wrong Address or Refused Package

If you have refused a package or it has been returned because the address was incorrect, we will contact you. We can resend the package (we may charge the additional shipping costs) or cancel and refund your order, after deducting the shipping costs incurred.

8. Questions?

Do you have a question about returns? Email us at Info@norella.eu. We will respond within 1 to 2 business days.