Refund policy

Returns

You have 30 days from the day your order arrives to request a return, for any reason.

To be eligible, the item must be unused, in its original packaging, and in the same condition you received it.

To start a return, email norva.feedback@gmail.com with your order number. Do not send anything back before contacting us — we cannot process returns that arrive unannounced.

Return shipping is free

We pay for return shipping. Once we approve your return we email you a prepaid shipping label. You will never be asked to pay postage to return an item to us.

Returns are sent to our fulfilment centre: Room 163, Village 2, No. 88 Lufeng West Road, Suzhou, Jiangsu 215331, China

Damaged, wrong or missing items

Check your order as soon as it arrives. If anything is damaged, defective or not what you ordered, email us within 48 hours with a photo. We will send a replacement or refund you in full — your choice. You will not need to return a damaged item.

European Union — 14 day right of withdrawal

If your order ships to the European Union, you have the right to cancel within 14 days of delivery without giving any reason. The item must be unused and in its original packaging. This right is in addition to, and does not limit, the 30-day return window above.

Items we cannot accept back

Personal care and beauty goods, once opened
Custom or personalised orders
Gift cards

Refunds

Once your return arrives and we have checked it, we email you to confirm. Approved refunds go back to your original payment method within 10 business days.

Your bank may take a few more days to post it. If more than 15 business days have passed since we confirmed your refund, email us at norva.feedback@gmail.com.