Terms and Conditions

Norella · www.norella.eu · Info@norella.eu · Last updated: October 20, 2026

1. Definitions

In these terms and conditions, the following definitions apply:

• Norella, we, or us: the business that sells clothing and related items via www.norella.eu, see Article 2.

• Customer or you: the natural person who does not act in the course of a profession or business and enters into a distance contract with Norella (consumer).

• Agreement: the distance sales agreement between you and Norella.

• Online Store: www.norella.eu.

• Day: calendar day.

• Right of Withdrawal: your right to withdraw from the agreement within the 14-day cooling-off period without giving any reason.

2. Who Are We?

• Trade name: Norella

• Company name: Norella

• Email: Info@norella.eu

• Chamber of Commerce (KvK) number: 42196146

• VAT identification number: [NL000000000B01]

3. Applicability

These terms and conditions apply to every offer made by Norella and to every distance contract concluded between you and Norella. Before placing an order, you can read these terms and conditions on the online store. After placing your order, you will receive them by email so that you can save them. The terms and conditions on the online store, together with our Shipping and Payment Policy and Return Policy, form part of the agreement. If anything in those policy texts differs from what is stated here, the provision that is most favorable to you will apply.

4. Our Offer

We do our best to describe and display our products as accurately as possible. Colors on your screen may differ slightly from the actual color. Size descriptions and size charts are intended as a guide and may differ by a few centimeters. An offer is valid while stocks last. Obvious mistakes or errors in our offer, such as a clearly incorrect price, are not binding on us.

5. Formation of the Agreement

The agreement is concluded when you place your order and we confirm it. Immediately afterward, you will receive an order confirmation by email. If a product turns out to be unavailable despite our stock checks, we will inform you as soon as possible and refund any amounts already paid. We may refuse an order or impose conditions on it if there is a valid reason, for example, if fraud is suspected.

6. Prices and Payment

All prices are in euros and include VAT, unless stated otherwise. Shipping costs are charged separately and are shown during checkout, before you pay. You can read which payment methods we accept and how payment works in our Shipping and Payment Policy. We process your order once we have received payment. Prices may change, but this does not affect orders that have already been confirmed.

7. Delivery

We ship your order as soon as possible, and in any case within the delivery period stated on the online store or in the order confirmation. If no delivery period has been specified, we will deliver no later than 30 days after you place your order. If we cannot deliver within that period, we will inform you and give you the option to terminate the agreement and receive a refund. The risk of damage to or loss of the products remains with Norella until the products have been delivered. More details about shipping, costs, and delivery can be found in our Shipping and Payment Policy.

We retain ownership of the products until you have paid for them in full.

8. Right of Withdrawal (14-Day Cooling-Off Period)

You may withdraw from an order within 14 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 product (or, in the case of an order containing multiple products, the last product).

How to withdraw:

• Use the withdrawal button on our online store. You do not need to create an account or log in to use it.

• You may also send an email to Info@norella.eu or use the model withdrawal form provided in our Return Policy.

• After you withdraw, we will immediately send you a confirmation by email.

After withdrawing, you must return the product within 14 days. You can read how this works and what the conditions are in our Return Policy. We will refund everything you have paid, including the standard delivery costs of the original order, within 14 days after receiving your withdrawal notice. We may wait to issue the refund until we have received the product or until you have demonstrated that you have sent it back. We will cover the return shipping costs.

You are only liable for any diminished value of the product if that diminished value results from handling the product beyond what is necessary to establish its nature, characteristics, and functioning. You may therefore try on the product, but you may not wear or wash it.

9. Conformity and Warranty

We supply products that conform to the agreement, to the specifications in our offer, and to what you may reasonably expect from them. You are entitled to the statutory rights that apply to consumers. Normal wear and tear, improper use, or failure to follow the washing instructions on the label are not covered by this.

Have you received a product that is not in proper condition? Please report this as soon as possible, within two months after discovering the defect, by emailing Info@norella.eu, preferably with photos and your order number. We will repair the product, provide a replacement, or issue a refund, depending on what is appropriate in your situation.

10. Liability

Norella is liable for damage you suffer as a result of our failure to fulfill the agreement, to the extent required by law. Our liability is never limited or excluded for damage caused by our intent or gross negligence, nor in any other cases where the law does not permit such limitations or exclusions. We are not liable for damage caused by improper use of the products or by incorrect or incomplete information you have provided to us.

11. Force Majeure

Force majeure means a circumstance beyond our control that makes the performance of the agreement temporarily or permanently impossible, such as disruptions involving carriers, extreme weather conditions, or government measures. We will inform you as soon as possible if this prevents us from delivering your order. If the force majeure situation lasts longer than 30 days, you may terminate the agreement, and we will refund your money.

12. Complaints

Do you have a complaint? Email us at Info@norella.eu. We will confirm receipt of your complaint within 3 business days and provide a substantive response within 14 days. If resolving the complaint requires more time, we will inform you within that period and tell you when you can expect a response.

All text, photos, images, logos, and designs on the online store are the property of Norella or our licensors. You may not copy, distribute, or use them for commercial purposes without our written permission.

14. Privacy

You can read how we handle your personal data in our Privacy Policy.

15. Applicable Law and Competent Court

Dutch law applies to every agreement between you and Norella. If you live in another EU country, you also retain the mandatory consumer protection rights of the country in which you live. Disputes will be submitted to the competent court, while you, as a consumer, retain the right to choose the court in the place where you live.

16. Amendments

We may amend these terms and conditions. The terms and conditions that applied at the time you placed your order will apply to your order. The most current version can always be found on our online store.

17. Contact

Do you have any questions about these terms and conditions? Email us at Info@norella.eu.