Shipping policy

Shipping Policy

1. Where Do We Ship To?

Norella ships to the Netherlands, Belgium, Germany, and other EU countries. If your country is not listed at checkout, we are currently unable to deliver there. Please feel free to contact us at Info@norella.eu.

2. Processing Time

Orders paid for before 3:00 PM on business days are usually shipped within 2 to 4 business days. Orders received during weekends or public holidays are processed on the next business day. During busy periods, such as sales or holidays, processing may take a little longer. We will inform you of this on the website.

3. Delivery Times

The delivery time begins after we have shipped your package. The times listed below are estimates.

Destination	Expected Delivery Time
Netherlands	2 to 4 business days
Belgium	2 to 4 business days
Other EU countries	3 to 7 business days

We will deliver your order no later than 30 days after you place it, unless we have agreed on a different period with you. If we are unable to deliver within this period, we will inform you as soon as possible, and you will be entitled to a refund.

4. Shipping Costs

Destination	Shipping Costs	Free Shipping From
Netherlands	€4.95	€50
Belgium	€4.95	€50
Other EU countries	€9.95	€50

Shipping costs are shown during checkout, before you pay. No additional costs will be charged.

5. Carrier and Track & Trace

We ship with PostNL / DHL / DPD. As soon as your package is on its way, you will receive an email with a Track & Trace code so that you can track your order.

6. Delivery

The package will be delivered to the address you provided when placing your order. If you are not at home, the carrier may attempt delivery again, leave the package with a neighbor, or take it to a collection point. This depends on the carrier. You will be notified accordingly.

Please check carefully that your address is correct when placing your order. If the address is incorrect or incomplete and the package is returned to us as a result, we will contact you. We may charge the additional shipping costs for reshipping the package.

7. Package Not Received, Delayed, or Damaged

Until you receive the package, Norella is responsible for any loss or damage during transit.

Package not received yet? First, check the Track & Trace information. If your package has not arrived within [5] business days after the expected delivery date, please send us an email.
Package damaged? Report this to us within 30 days after receipt at Info@norella.eu, preferably with a photo of the package and the product. We will work with you to find a solution: a replacement or a refund.
Received an incorrect or incomplete product? Please contact us in this case as well. We will resolve the issue for you.

8. Returns

You have the right to withdraw from your order within 30 days after receiving it without giving any reason. You can find all information about returns in our Return Policy.

Payment Policy

1. Payment Methods

At Norella, you can pay using:

iDEAL
Credit card (Visa and Mastercard)
PayPal
Apple Pay / Google Pay

The available payment methods depend on the country to which your order is being shipped. You will see the available options during checkout.

2. Prices

All prices on the website are in euros (€) and include VAT, unless stated otherwise. Shipping costs are shown separately at checkout. The total amount is always displayed before you confirm your order.

3. When Do You Pay?

You pay immediately when placing your order. We process and ship your order after we have received the payment.

4. Secure Payments

Payments are processed through Shopify Payments, a secure payment service provider. Norella does not see or store your full credit card or bank details. For card payments, your bank may require additional verification (3D Secure).

5. Failed or Incomplete Payment

If your payment fails, your order has not been placed and no money has been deducted from your account. You can try again or choose another payment method. If an order is not paid for within 24 hours, it will be canceled automatically.

If money has nevertheless been deducted without you receiving an order confirmation, please contact us at Info@norella.eu.

6. Refunds

For refunds, for example, following a return or a canceled order, we use the same payment method you used to pay, unless you expressly agree otherwise with us. We will issue the refund within 14 days after receiving your withdrawal notice. We may wait to issue the refund until we have received the returned items or until you have demonstrated that you have sent them back. Depending on your bank or payment provider, it may take a few business days for the amount to appear in your account.

7. Errors and Misuse

Norella reserves the right to refuse or cancel an order in cases of suspected fraud or obvious pricing or text errors. If you have already paid, you will receive a full refund.

Questions?

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