Return and Refund Policy

At Elegance By Norelle, we want you to be completely satisfied with your purchase. This policy applies to orders placed through our online store and delivered to Germany.

Statutory 14-Day Right of Withdrawal

In accordance with applicable European Union and German regulations, you have the right to withdraw from your purchase within 14 calendar days of receiving your order without providing any reason.

To exercise your right of withdrawal, please contact us at: elegancebynorellekontakt@gmail.com. Please include your order number, full name, and the items concerned.

Voluntary 30-Day Guarantee

In addition to your statutory rights, Elegance By Norelle offers a voluntary 30-day guarantee from the date you receive your goods. This guarantee covers return or exchange requests if the product develops a defect or issue under normal conditions of use.

This voluntary guarantee does not limit your statutory rights, including your legal warranty rights under German law.

Return Conditions

To be eligible for a return, the item must:

• Be returned in its original condition;
• Not have been excessively used or damaged;
• Be complete, including any accessories provided;
• Be returned in its original packaging whenever possible;
• Be accompanied by proof of purchase or the order number.

Non-Refundable Items

Certain items cannot be returned unless they are defective or non-conforming:

• Personalized or custom-made items;
• Items damaged due to improper use by the customer;
• Incomplete items or items in a condition that prevents resale.

Return Shipping Costs

In the event of a withdrawal, the customer is responsible for the return shipping costs unless otherwise stated or if the product received is defective, damaged, or does not match the order.

If the product is defective or we made an error with your order, we will cover the return shipping costs or provide an appropriate solution.

Refunds

Once we receive and inspect the returned item, we will notify you by email whether your refund has been approved or rejected.

If approved, the refund will be issued using the original payment method within a reasonable period and in accordance with applicable legal requirements.

The original standard shipping costs may be refunded when exercising the right of withdrawal. Additional costs for express shipping or special delivery options chosen by the customer may not be refundable.

Exchanges

Exchanges are possible subject to stock availability. If you would like to exchange an item, please contact us at elegancebynorellekontakt@gmail.com and include your order number.

Defective or Damaged Products

If you receive a defective, damaged, or incorrect product, please contact us as soon as possible at elegancebynorellekontakt@gmail.com and provide photos of the product, packaging, and your order number.

Depending on the circumstances, we may offer a replacement, repair, refund, or another appropriate solution.

Legal Warranty

Consumers benefit from statutory warranty rights for consumer goods. These rights apply independently of our voluntary 30-day guarantee.

In the case of a defective product, the customer may assert the remedies provided by law, including repair, replacement, or, where applicable, a full or partial refund.

Return Address

Returns may only be sent after receiving our confirmation by email to the following address:

Elegance By Norelle

108/110 Notting Hill Gate
London W11 3QA
United Kingdom

Contact

If you have any questions regarding returns, refunds, or guarantees, you may contact us:

Email: elegancebynorellecontact@gmail.com
Store: Elegance By Norelle

Last Updated: May 9, 2026