Shipping policy
Last updated: September 2026
At Norelle, every detail matters — from formulation to packaging and delivery. We prepare each order with care, discretion and precision, ensuring your dog's grooming essentials arrive beautifully and in perfect condition.
1. Order processing
Orders are processed on business days, Monday to Friday, excluding Belgian public holidays.
After placing your order, you will receive an order confirmation by email. Once your parcel has been dispatched, you will receive a shipping confirmation with tracking details.
Orders are typically processed within 1 to 3 business days.
2. Delivery times
Estimated delivery times are:
Belgium: 1 to 3 business days after dispatch
The Netherlands & 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.
3. Shipping costs
Shipping costs are calculated automatically and displayed at checkout before you confirm your order.
Norelle may offer complimentary shipping above a certain order value. When applicable, this will be clearly stated on the webshop or during checkout.
4. Delivery address
The customer is responsible for providing a complete and accurate delivery address.
Please check your details carefully before placing your order. Norelle BV cannot be held responsible for delays or failed deliveries caused by incorrect or incomplete address information.
If you notice an error after placing your order, please contact us as soon as possible at info@norelle.com. We will do our best to amend the address before the order is dispatched.
5. Missed delivery
If you are not available at the time of delivery, the carrier's standard procedure will apply. This may include delivery to a collection point, delivery to a neighbour or a second delivery attempt.
The available options depend on the carrier and the destination country.
6. Lost or delayed parcels
If your parcel is taking longer than expected, please contact us at info@norelle.com with your order number and tracking details.
We will review the situation with the carrier and keep you informed of the next steps.
7. Damaged delivery
If your parcel or product arrives damaged, please notify us within 48 hours of receipt at info@norelle.com.
Please include your order number and clear photos of:
the outer packaging,
the damaged product,
the shipping label.
This allows us to handle your request with care and precision.
8. International shipping
Norelle ships internationally. The shipping destinations available to you are displayed at checkout.
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.
9. Company details
Norelle BV
Industrielaan 8
8820 Torhout
Belgium
VAT number: BE 1035.480.839
Email: info@norelle.com
Phone: +32 471 33 67 05
10. Contact
For questions regarding your order or delivery, please contact our customer care team:
Norelle BV
Email: info@norelle.com
Phone: +32 471 33 67 05
We will be pleased to assist you with care and attention.