Refund policy

Returns & Refunds Policy

Last updated: 24 July 2026

Every Norvane item is made to order, but we still want you to be happy with what arrives. This policy explains your rights and how to exercise them. It sits alongside your legal rights and does not replace them.

1. Your statutory cancellation right

If you are a consumer in the United Kingdom or the European Union, you have a legal right to cancel a distance purchase within 14 days of receiving the goods, without giving a reason. You then have a further 14 days to return them.

We voluntarily extend this to 30 days, as set out below. Where our policy is more generous than the law, our policy applies. Where the law gives you more, the law applies.

2. Our 30-day returns policy

You may request a return within 30 days of delivery for any reason, including change of mind or the wrong size or colour.

To be eligible, the item must be:

Unworn, unwashed and undamaged
In its original condition, with any tags attached
Accompanied by proof of purchase

You may handle and inspect an item as you would in a shop. If its value is reduced because it has been handled more than that — worn, washed, altered or damaged — we may make a proportionate deduction from your refund.

3. How to start a return

Email support@norvaneapparel.com within 30 days of delivery, quoting your order number and the item concerned.
We will confirm the correct return address and give you a return reference.
Send the item back within 14 days of us acknowledging your request.

Please contact us before sending anything back. Returns arriving without a reference can take significantly longer to identify and process.

4. Return postage

For change-of-mind returns, return postage is paid by you. We recommend a tracked service and suggest you keep proof of postage — until the item reaches us, it remains your responsibility, and we cannot refund an item we never receive.

Where an item is faulty, damaged, incorrect or not as described, we cover all return costs.

5. Faulty, damaged or incorrect items

If your order arrives damaged, defective or incorrect, we will put it right at no cost to you.

Email us photographs of the item and the issue within 30 days of delivery
You do not need to post faulty items back to us
Once verified, we will send a free replacement or issue a full refund, including original delivery charges

This is in addition to your statutory rights. Under the Consumer Rights Act 2015, UK consumers have a short-term right to reject faulty goods within 30 days for a full refund, and further rights to repair, replacement or a price reduction after that. If a fault appears later than 30 days, contact us — we will still help.

6. Exchanges

We do not process direct swaps, because each item is produced individually. If you need a different size or colour, request a return for the original and place a new order — this is the fastest way to get the right piece to you.

7. Cancelling before dispatch

If you need to cancel or amend an order, email us as soon as possible. If production has not started we will cancel and refund in full. Once an item has entered production we may be unable to stop it, in which case the 30-day return route above applies.

8. Refunds

Change-of-mind refunds are issued once your return is approved and, where we have asked for the item back, once it reaches us and has been inspected. We will sometimes tell you not to return an item — if so, your refund is processed straight away.
Faulty-item refunds are issued as soon as the issue is verified from your photographs.
We aim to process approved refunds within 5 business days. Depending on your bank or card issuer, it can take a further 5–10 business days for the money to appear.
Refunds are made to the original payment method. We cannot refund to a different card or account.
Where you chose a premium delivery service, we refund the cost of our standard service.

9. Items we cannot accept

Items worn, washed, altered or damaged after delivery
Items returned more than 30 days after delivery, other than for a fault
Gift cards

10. Refused, unclaimed and undeliverable parcels

If a parcel is refused, unclaimed or returned to sender — for example because import charges were not paid, or the address supplied was incorrect — we will refund the price of the goods less our outbound shipping cost and any return carriage charged to us. See our Shipping Policy for how import charges work.

11. Fair use of this policy

This policy is offered in good faith and is more generous than the law requires. We reserve the right to decline future orders, or to limit this voluntary extension to the statutory 14-day minimum, where we identify a sustained pattern of returns inconsistent with genuine use. This does not affect your statutory rights, your rights in respect of faulty goods, or any individual return made in good faith.

12. Problems and disputes

If something is wrong, please contact us first. We resolve almost everything within a couple of days, and it is considerably faster than a bank dispute. Email support@norvaneapparel.com with your order number.

Nothing in this policy affects your right to raise a dispute with your bank or card issuer where you are genuinely entitled to do so.