Shipping & Returns
Shipping
At Norelle, every detail matters, from formulation to packaging and delivery. We prepare each order with care, discretion and precision.
Order processing
Orders are processed on business days, Monday to Friday, excluding Belgian public holidays. Processing typically takes 1 to 3 business days. You will receive an order confirmation by email and, once your parcel has been dispatched, a shipping confirmation with tracking details.
Where we ship
We currently ship to Belgium, the Netherlands, Luxembourg, Germany, France, Spain, the United Kingdom and the United States. The destinations available to you are shown at checkout.
Delivery times
- Belgium: 1 to 3 business days after dispatch
- The Netherlands and Luxembourg: 2 to 4 business days after dispatch
- Other EU countries: 3 to 7 business days after dispatch
- Outside the EU: depends on the carrier and customs processing
Delivery times are estimates and may vary due to carrier delays, public holidays, weather conditions or circumstances beyond our control.
Shipping costs
Shipping costs are calculated automatically and shown at checkout before you confirm your order. Current standard rates:
- Belgium: €7.00
- Netherlands, Luxembourg, Germany, France, Spain and the United Kingdom: €7.95
- United States: €19.95
Import duties and taxes
For deliveries outside the European Union, import duties, taxes or customs fees may apply. These charges are the responsibility of the customer unless stated otherwise.
Delivery address
Please check your delivery address carefully before placing your order. If you notice an error afterwards, contact us as soon as possible at info@norelle.com and we will do our best to amend it before dispatch.
Missed, delayed or damaged deliveries
If you are not available at delivery, the carrier's standard procedure applies. If your parcel is taking longer than expected, contact us with your order number and tracking details. If your parcel or product arrives damaged, please notify us within 48 hours of receipt and include your order number and clear photos of the outer packaging, the damaged product and the shipping label.
Returns
30-day returns
You have 30 days from the day you receive your order to request a return. To be eligible, the item must be unused, in the same condition as received, in its original packaging with all labels and seals, and accompanied by proof of purchase. For hygiene and product integrity reasons, cosmetic and personal care products can only be returned if they are unopened, unused and sealed.
How to request a return
Email info@norelle.com with your order number, the item you wish to return and the reason. Please do not send items back before you have requested a return. We will then explain how and where to send your package.
Return shipping and refunds
Unless the item is defective, damaged or incorrect, return shipping costs are the responsibility of the customer. We recommend a tracked shipping service. Original shipping costs are non-refundable unless the return is due to an error on our part or a defective item. For orders delivered within the European Union that are withdrawn under the statutory right of withdrawal, the standard delivery costs paid will be refunded. Once we have received and inspected your return, we will notify you by email. Approved refunds are issued to your original payment method within 10 business days.
Exchanges
We do not offer direct exchanges. The easiest way to receive another item is to return the original product, if it meets the return conditions, and place a new order.
Right of withdrawal in the EU
If your order is delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving it, without giving a reason. This right does not apply to products sealed for health protection or hygiene reasons once they have been opened after delivery.
For withdrawals under this right, refunds are issued without undue delay and no later than 14 days after we have been informed of your decision to withdraw. We may wait until we have received the returned item or proof that you have sent it back.
The full conditions are in our refund policy and shipping policy.
Contact
Norelle BV
Industrielaan 8, 8820 Torhout, Belgium
VAT number: BE 1035.480.839
Email: info@norelle.com
Phone: +32 471 33 67 05