Shipping policy

Effective Date: September 2026

At Norvella, we aim to make every delivery simple, reliable and transparent. This Shipping Policy explains our order processing, shipping options, estimated delivery times and other important delivery information for purchases made through thenorvella.com.

1. Order Processing

Orders are generally processed within 1–3 business days after successful payment confirmation.

Business days are Monday to Friday, excluding UK public holidays.

During busy periods, product launches or public holidays, processing may take slightly longer. Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where available.

2. United Kingdom Shipping

We currently offer the following shipping options for eligible UK orders:

Delivery estimates apply after the order has been processed and dispatched.

The shipping methods and charges available for your specific order will be displayed at checkout.

3. Delivery Estimates

Estimated delivery times are provided as guidance and are not guaranteed unless expressly stated otherwise.

Delivery may occasionally be affected by circumstances outside our reasonable control, including:

• Courier delays
• Severe weather
• Public holidays
• High-volume periods
• Incorrect or incomplete addresses
• Transportation disruptions
• Other unforeseen circumstances

We appreciate your patience if an unexpected delay occurs.

4. Order Tracking

Where tracking is available, you will receive a tracking number by email after your order has been dispatched.

Please allow some time for the carrier's tracking system to update after receiving your shipping confirmation.

You can also visit our Track Your Order page to access tracking information.

5. Delivery Address

Customers are responsible for providing a complete and accurate delivery address during checkout.

Before placing your order, please check your:

• Recipient name
• House or building number
• Street address
• Town or city
• Postcode
• Contact information

If you notice an error after placing your order, contact us as soon as possible at help@thenorvella.com.

We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.

6. Failed or Missed Deliveries

If a delivery attempt is unsuccessful, the carrier may:

• Attempt delivery again
• Leave instructions for redelivery
• Deliver the parcel to an appropriate collection point
• Return the parcel to the sender

Please follow the instructions provided by the carrier.

If a parcel is returned to us because of an incorrect address, repeated unsuccessful delivery attempts or failure to collect it, please contact our customer support team for assistance.

7. Lost or Delayed Parcels

If your parcel appears significantly delayed or your tracking information has not updated for an extended period, please contact us.

Include your full name, order number and delivery address so our team can review the shipment.

Where appropriate, we may contact the delivery carrier to investigate.

8. Damaged Deliveries

If your order arrives damaged, please contact us as soon as reasonably possible at help@thenorvella.com.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the damaged item
• Photographs of the packaging where relevant

This information helps us assess the issue and provide an appropriate resolution.

9. International Shipping

International shipping availability, delivery estimates and charges may vary by destination.

Where international delivery is available, the applicable shipping options and costs will be shown during checkout.

International orders may also be subject to customs procedures, import duties or local taxes depending on the destination. Where such charges are not collected at checkout, they may be payable by the recipient according to local requirements.

10. Changes or Cancellations

If you need to request a change or cancellation, contact us promptly.

We will try to accommodate your request, but we cannot guarantee changes or cancellations once an order has entered fulfilment or has been dispatched.

Your applicable statutory cancellation rights are not affected.

11. Returns

Shipping and delivery matters relating to returned products are covered by our Returns & Refunds Policy.

Please review that policy before returning an item to ensure you follow the applicable return procedure.

12. Contact Us

If you have questions about shipping, tracking or delivery, please contact:

Norvella
24 Princess Rd
Oldbury, B68 9PU
United Kingdom

Email: help@thenorvella.com
Phone: +44 12 1490 2001
Website: thenorvella.com