Return Policy

Nora Blue

Order Confirmation and Acceptance of This Policy

By placing an order through the Nora Blue website, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

By completing your purchase, you:

  • Confirm that you have reviewed and accepted our return conditions and applicable timeframes

  • Agree to follow the return procedure described below

  • Understand that, in the event of a payment dispute or chargeback, this policy and the relevant order records may be provided to the payment provider as supporting documentation

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

Returns

We want you to be satisfied with your purchase. Eligible items may be returned within 30 days of delivery, provided that all return conditions outlined below are met.

Return Eligibility

To qualify for a return:

  • The item must be unused, unworn, and unwashed

  • The item must be in its original condition

  • The item must be returned in its original packaging, where applicable

  • The item must not show signs of use beyond what is reasonably necessary to inspect it

  • The return request must be submitted within 30 days of delivery

  • The return must be approved before it is shipped

Return shipping and handling costs are the responsibility of the customer, unless the item was delivered damaged, defective, or incorrect and we confirm otherwise.

After we receive your return, we will inspect it and process the request within approximately 7 business days.

Nora Blue reserves the right to reject a return if the item:

  • Shows signs of wear, washing, misuse, or improper handling

  • Is damaged for reasons not caused by Nora Blue or the delivery process

  • Is incomplete or missing original packaging, labels, or included accessories

  • Does not meet the return conditions described in this policy

How to Request a Return

To request a return:

  1. Email us at info@norablue.store within 30 days of delivery.

  2. Include the following information:

    • Your order number

    • Your full name

    • Your shipping address

    • The item or items you wish to return

    • The reason for the return

    • Clear photographs of the item if it is damaged, defective, or incorrect

  3. Wait for our return approval and return instructions.

  4. Ship the item only after you have received authorization from us.

Please do not send a return without contacting us first. Unauthorized returns may be refused, delayed, or returned to the sender.

We strongly recommend using a tracked shipping service. Please keep your receipt and proof of shipment until your return and refund have been fully completed.

Nora Blue is not responsible for returned packages that are lost in transit or sent to an incorrect address.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method. After we process the refund, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

Original shipping charges, return shipping costs, handling fees, customs charges, and other non-refundable costs will not be refunded unless required by applicable law or otherwise confirmed by Nora Blue.

If a returned item does not meet our return conditions, we may decline the refund or offer a partial refund where appropriate and permitted by law.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If an item arrives damaged, defective, or different from what you ordered, please contact us at info@norablue.store, preferably within 2 days of delivery. Contacting us promptly allows us to investigate and resolve the issue more efficiently.

Your email should include:

  • Your order number

  • A short explanation of the problem

  • Clear photographs or a short video showing the item and the issue

  • A photograph of the shipping package and shipping label, where relevant

Once the issue has been reviewed and verified, we may offer an appropriate solution, such as:

  • A replacement item

  • A refund

  • A partial refund

  • Another reasonable solution agreed upon with you

The available solution will depend on the nature of the issue, product availability, and applicable consumer protection laws.

In certain cases, you may not be required to return the damaged or defective item. Please do not discard the item or its packaging until we have completed our review.

Approved replacement items are generally processed within 7–14 business days, although delivery times may vary.

Lost Packages

If your package appears to be lost in transit, please contact us at info@norablue.store and provide:

  • Your order number

  • Your tracking number

  • Any relevant communication received from the carrier

We will review the tracking information and, where appropriate, begin an investigation with the shipping provider.

If the carrier confirms that the package was lost, we will arrange an appropriate replacement or refund, subject to the circumstances of the order and applicable law.

A package is not considered lost while it is still within the carrier’s expected delivery period or while a customs or carrier investigation remains open.

Refused, Unclaimed, and Incorrectly Addressed Orders

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If a package is:

  • Refused by the recipient

  • Not collected from a collection point

  • Returned because delivery attempts were unsuccessful

  • Returned because an incorrect or incomplete address was provided

  • Returned because the customer failed to cooperate with customs or the delivery provider

a fee of up to $35 CAD may be deducted from the refund to cover return shipping, administration, handling, and other costs incurred by Nora Blue.

Any additional shipping, customs, import, or carrier charges incurred may also be deducted where permitted by law.

The remaining eligible amount will be refunded after the package has been received and inspected at our returns facility.

Cancellations

To request an order cancellation, email info@norablue.store as soon as possible after placing your order.

We will attempt to cancel the order, but cancellation cannot be guaranteed once the order has entered processing or has been handed over to the shipping provider.

Orders that have already been shipped cannot be cancelled. After receiving the order, you may request a return in accordance with this policy.

If a cancellation is approved before shipment, the refund will be issued to the original payment method.

Voluntary 30-Day Return Period

Nora Blue provides a voluntary return period of 30 days from the date your order is delivered.

This voluntary return period does not replace, restrict, or reduce any mandatory rights or remedies available to you under applicable consumer protection laws.

Return shipping costs remain the customer’s responsibility unless the product is damaged, defective, incorrect, or applicable law requires otherwise.

Exchanges

We cannot guarantee direct exchanges because product availability may change.

The most reliable way to receive a different item, colour, or size is to request a return for the original item and place a new order separately.

Where appropriate, our customer service team may offer a replacement instead of requiring a new order.

Chargebacks and Payment Disputes

If you experience an issue with your order, please contact us at info@norablue.store before opening a chargeback or payment dispute. We will make a reasonable effort to investigate the matter and provide an appropriate solution.

If a chargeback or payment dispute is opened, Nora Blue may provide relevant documentation to the bank, card issuer, or payment provider, including:

  • The order confirmation

  • The customer’s acceptance of our store policies

  • Billing and shipping information

  • Shipping and tracking records

  • Delivery confirmation

  • Customer service communications

  • Photographs, videos, or other information submitted in relation to the order

  • Records of refunds, replacements, or other resolutions offered

Opening a chargeback does not guarantee that the payment provider will approve the claim. The final decision is made by the relevant bank, card issuer, or payment provider.

Return Location

Approved returns must be sent to the return address provided by our customer service team.

Our central fulfilment and returns facility may be located in Asia. As a result, international return shipping costs may be higher than domestic shipping costs.

Do not return products to the address shown on the original shipping package unless we specifically instruct you to do so. The sender’s address may not be our designated returns facility, and packages sent there may not be processed.

Return shipping costs are not covered unless we confirm otherwise or applicable law requires us to cover them.

Customs and Import Charges

Customers are responsible for reviewing and paying any customs duties, import taxes, brokerage fees, or other charges imposed by the destination country, unless stated otherwise during checkout.

Nora Blue is not responsible for:

  • Customs processing delays

  • Packages held by customs authorities

  • Import restrictions in the customer’s country

  • Charges imposed by customs, carriers, or local authorities

  • Packages returned because customs charges were not paid

Customs duties, import taxes, and similar charges are generally non-refundable.

Hygiene-Sensitive Items

For health and hygiene reasons, certain products may not be eligible for return after they have been opened, worn, used, or had their protective seal removed.

Hygiene-sensitive items returned in a used, opened, or unsanitary condition will not be accepted unless the item is defective or applicable law provides otherwise.

Any product-specific return restrictions will be communicated on the relevant product page or during the return process where applicable.

Important Return Information

Please remember:

  • Returns are not free

  • Return shipping and handling costs are generally the customer’s responsibility

  • All returns require prior approval

  • Items must meet our return conditions

  • Customers should use tracked return shipping

  • Returns must be sent to the address provided by our customer service team

  • Approved returns may need to be shipped to our central returns facility in Asia

  • Nora Blue is not responsible for customs delays or packages lost during return shipping

  • Refunds are processed only after the returned item has been received and inspected

Changes to This Policy

Nora Blue may update this Return & Refund Policy from time to time to reflect changes to our services, fulfilment processes, or legal obligations.

The version published on our website at the time of your order will generally apply to your purchase, unless applicable law requires otherwise.

Contact Us

For questions about a return, refund, damaged product, cancellation, or this policy, please contact our customer support team:

Nora Blue
Email: info@norablue.store

We are happy to assist you and will make a reasonable effort to resolve any concerns fairly.