Returns & Refunds

At Nora & Elise, we want you to be satisfied with your purchase. If you are not fully happy with your order, this Return and Refund Policy explains your rights and the conditions that apply to returns, cancellations, and refunds when you shop with us.

By placing an order through our website, you agree to this Return and Refund Policy.

1. Your Statutory Rights

Nothing in this Return and Refund Policy affects your statutory rights under applicable UK consumer law, including your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

2. Right to Cancel for UK Consumers

If you are a consumer in the United Kingdom, you generally have the right to cancel your order within 30 days after the day on which you, or a person identified by you, receives the goods.

If you exercise your right to cancel within this period, you must notify us of your decision to cancel before the 14-day cancellation period expires.

After notifying us of cancellation, you must send the goods back to us without undue delay and, in any event, no later than 14 days from the day you informed us of your decision to cancel.

This cancellation right does not apply to certain goods, including where applicable:

goods made to your specification or clearly personalised;
sealed goods which are not suitable for return for health protection or hygiene reasons, if they become unsealed after delivery; and
any other goods excluded from cancellation rights under applicable law.

3. Standard Return Conditions

Where you are returning an item because you have changed your mind and your statutory cancellation right applies, the item should be returned:

in a condition that allows us to inspect it;
with any original tags, labels, and packaging where reasonably possible; and
without unnecessary handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods.

You may inspect and try on items in the same way you would in a physical shop. However, we may make a deduction from your refund for any loss in value resulting from handling beyond what is reasonably necessary.

4. Non-Returnable Items

We may refuse returns, or reduce the refund where permitted by law, in relation to:

personalised or custom-made products;
sealed goods not suitable for return for health protection or hygiene reasons once unsealed after delivery;
items returned outside the applicable statutory or voluntary return period, where no legal right to return applies; or
items damaged due to misuse, negligent handling, washing, alteration, or wear beyond what is necessary to inspect them.

This does not affect your rights if goods are faulty, damaged, misdescribed, or not of satisfactory quality.

5. Faulty, Damaged, Incorrect or Misdescribed Items

If you receive goods that are faulty, damaged, incorrect, or not as described, please contact us as soon as possible at info@noraelise.com.

Please include:

your full name;
your order number;
a description of the issue; and
clear photographs or videos where appropriate.

If the goods are faulty, damaged, incorrect, or not as described, you may be entitled to a repair, replacement, price reduction, or refund in accordance with your rights under the Consumer Rights Act 2015.

Where a return is required because the goods are faulty, damaged, incorrect, or not as described, we will provide an appropriate remedy in accordance with applicable law. This may include covering the reasonable cost of return postage where required.

6. How to Request a Return

To request a return, please contact us at info@noraelise.com within the applicable return or cancellation period.

Please include:

your full name;
your order number;
the item or items you wish to return; and
the reason for the return.

Once we have reviewed your request, we will provide return instructions, including the correct return address where applicable.

Please do not send any item back without contacting us first, as the correct return address may differ from the dispatch address.

7. Return Address

As we work with international suppliers, warehouses, and fulfilment partners, the return address may differ from the original shipping address and may, in some cases, be located outside the United Kingdom, including in China.

The correct return address will be provided after your return request has been reviewed.

Nothing in this section affects your statutory rights. If goods are faulty, damaged, incorrect, or not as described, your legal remedies remain available to you under applicable UK law.

8. Return Shipping Costs

If you are returning goods because you have changed your mind under your statutory right to cancel, you are responsible for the direct cost of returning the goods to us unless we state otherwise.

If you are returning goods because they are faulty, damaged, incorrect, or not as described, we will bear the reasonable cost of return where required by law.

Unless otherwise required by law:

you are responsible for ensuring that returned goods are properly packaged;
you are responsible for any loss or damage in transit when arranging your own return shipment; and
we recommend using a tracked delivery service and keeping proof of postage.

9. Refunds

Once we receive the returned goods, or evidence that you have sent them back where applicable, we will process any refund due without undue delay and, in any event, within 14 days.

Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.

If you cancel under your statutory right to cancel, you will generally be entitled to a refund of:

the price paid for the goods; and
the cost of standard outbound delivery, where required by law.

However:

we are not required to refund any additional cost where you selected a delivery method more expensive than our standard delivery option;
we may make a deduction for loss in value caused by handling beyond what is reasonably necessary; and
return postage costs for change-of-mind returns are generally your responsibility unless we have agreed otherwise.

10. Voluntary Returns Outside Statutory Rights

If we choose to accept a return outside your statutory rights, such return will be treated as a voluntary return under this policy and may be subject to additional conditions.

In those cases, we may set reasonable requirements regarding:

the return time limit;
the condition of the goods;
the return method; and
whether original delivery charges or return shipping costs are refundable.

Any such voluntary return terms do not affect your statutory rights.

11. Cancellations Before Dispatch

If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible at info@noraelise.com.

We will do our best to assist, but we cannot guarantee changes once order processing has begun.

If your order has already been dispatched, you may still have the right to cancel and return it in accordance with this policy and applicable law.

12. Delivery Issues

If your parcel appears to be lost, missing, or significantly delayed, please contact us as soon as possible.

We remain responsible for the goods until they are delivered to you or to a person identified by you to take possession of them on your behalf.

We are not responsible for delivery issues caused by inaccurate or incomplete delivery information supplied by you.

13. International Returns

Where returns are sent internationally, delivery times, customs procedures, and postage costs may vary.

If you are responsible for arranging the return shipment, you are also responsible for complying with the carrier’s requirements and any customs documentation needed for the return, unless otherwise required by law.

We are not responsible for delays caused by return carriers, customs processing, or incorrect return arrangements made by you.

14. Complaints and Contact Details

If you have any questions about returns, refunds, or your rights, please contact us at:

Nora & Elise
Email: info@noraelise.com