1. Refunds
-
Cancellations: If you cancel your order before it has been shipped, you’ll receive a full refund to your original payment method.
-
COD Orders: Please note that if a COD order is returned or cancelled after dispatch, the ₹50 COD Service Fee is non-refundable as it is a charge levied by our courier partners.
-
Processing Time: Approved refunds typically reflect in your account within 7–10 business days.
2. Exchanges
-
Eligibility: Exchanges are allowed only for the same product in case of a size issue or manufacturing defect, within 7 days of delivery.
-
Condition: We may decline exchanges if the product has been worn, washed, damaged, or returned without original packaging/tags.
-
Shipping Costs: Customers are responsible for shipping costs related to exchanges.
3. Damaged or Defective Items
-
Reporting: Email clear photos/videos and your Order ID to norelle.hello@gmail.com within 48 hours of delivery.
-
Mandatory: A clear unboxing video is mandatory for faster verification of damage claims. Without this, processing your request may take longer or be declined.
4. Return Shipping & Fees
-
Reverse Pickup: If you request a size exchange, a reverse pickup and re-delivery fee of ₹100–₹250 (depending on location and weight) will be borne by the customer.
-
Approval: Any returns sent without prior approval from our support team will not be accepted.
5. How to Request a Return or Exchange
To initiate a request, please follow these steps:
-
Email us: Send your request to norelle.hello@gmail.com with your Order ID.
-
Details: Attach the mandatory unboxing video/photos and specify the reason.
-
Process: Our support team will review the request and guide you through the pickup process within 24-48 hours.