Returns & Refunds Policy

This policy is a draft translation and must be reviewed for UK law before publication.

Returns and exchanges?

No problem!

We sincerely hope you are happy with your purchase from Nora-Mae, but if you change your mind we can offer an exchange or a refund, provided the items are returned within 100 days, unused and undamaged.

Your statutory right to cancel

If you are a consumer in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a statutory right to cancel your order without giving a reason within 14 days of the day you (or someone you nominate) receive the goods. You then have a further 14 days to send the goods back to us.

Our 100-day returns window described below is a voluntary goodwill policy that we offer in addition to — and does not replace or limit — your statutory rights under UK consumer law, including your rights in respect of faulty, misdescribed or not-as-ordered goods under the Consumer Rights Act 2015.

What are the return conditions?

Our returns policy allows you to return your order within 100 days of receiving it, without having to give a reason.

  • Items must be returned unused, unopened and in resaleable condition, with the tags still attached.
  • Items must be in their original packaging, exactly as received. Products should therefore not be removed from their packaging.
  • For health and hygiene reasons, the following products can be neither refunded nor exchanged: skincare, body care, make-up and other cosmetic products that have been used or removed from their packaging.
  • Delivery charges are not refunded, other than where UK law requires us to refund them (for example, we will refund the standard outbound delivery charge where you cancel under your statutory 14-day right to cancel, or where the goods are faulty).

How do I return products?

Exchanges and returns can be arranged easily by following these steps:

  1. Send an email to support@nora-mae.co.uk with the following information: • your order number • which items you would like to return or exchange.
  2. We will send you our returns form.
  3. Complete the returns form. Clearly state which items you are returning, and whether you would like an exchange or a refund.
  4. Hand the parcel over to the carrier of your choice within 14 days of telling us you wish to return the items.
  5. Once we have received your parcel, we will process it within 10 working days. Our returns team will keep you informed by email.

Returns should be sent to: [UK RETURNS ADDRESS]

Exceptions and additional conditions

  • Return costs: the cost of returning items to us is yours, unless the goods are faulty, misdescribed or not what you ordered. Returns may need to be sent to our overseas supplier (see the returns address above). The cost depends on the carrier and the country you are returning from.
  • Tracking number: if an order is returned, you must provide us with a tracking number so that proof of delivery is available. Refunds are issued once the returned order has been received, or once you have provided proof that the goods were sent back.
  • Refunds: refunds are processed within 10 working days of receiving the returned items. Where you cancel under your statutory 14-day right, we will refund you within 14 days of receiving the goods back (or of receiving proof that you have sent them back). Please note that the money may take up to 10 working days to reach you, depending on your bank.
  • Returning free products: if you return products that were part of a promotion including a free item, you must return both the paid items and the free item. The amount you paid will then be refunded. It is not possible to return only the free promotional item. If you choose to return only the free product, no refund will be made.

We reserve the right to reduce the refund amount to reflect any diminished value resulting from handling of the product and/or packaging beyond what is necessary to establish its nature, characteristics and functioning, as permitted under UK law. Please note: tags should not be removed from the original product.

Questions?

Contact us at support@nora-mae.co.uk.