Refund policy

We want you to be satisfied every time you shop with us online. Occasionally, however, we know that you may wish to return items.

Your right to cancel an order starts when you place your order and ends 14 days from the day you receive your goods. If your order consists of multiple goods, the 14-day period runs from when you receive the last item of the order.

Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging to be eligible for a return.

You must return the items to us within 14 days of the cancellation. We regret that items received after this time or without a valid returns request will be refused and sent back to you.

You are responsible for the safe return of products to us, including the cost of doing so. It is recommended that you insure your return parcel in case of loss or damage.

To start a return, log in to your account at account.normanandvera.co.uk

You can always contact us for any return questions at shop@normanandvera.co.uk.

Promotional Offers
If you took advantage of a promotion including free items (for example buy X get Y free, or free X with Y) then the free items must also be returned. If you fail to return your free gift you will be charged for the free items that you have received.

Where a bundle offer is returned in part, any discounts received will be deducted from your refund as the bundle offer would no longer be valid.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as custom-printed t-shirts or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
If you returned the goods within the timescales above and provided that the terms of this agreement have been met, we will issue a full refund for the price that you paid for the item, along with the standard delivery cost. Additional costs for Express Delivery are non-refundable. We will refund you using your original payment method as soon as possible, and no more than 14 days of receipt of the items by us.