Refund and Return Policy

Norra Online Return & Refund Policy

We understand that sometimes things don’t work out. That’s why we offer a 30-day return window from the day your item is delivered to request a return.

Return Requirements

To qualify for a return:

  • Items must be in new, unused condition

  • Original tags and packaging must be intact

  • Proof of purchase (receipt or order confirmation) is required

How to Start a Return

To begin the return process, email us at support@norra-online.com
We’ll send you a link to our return portal, where you can generate a prepaid shipping label and find simple instructions to send your item back.
Good news: We cover the return shipping costs.

⚠️ Please do not send any returns without prior approval—unauthorized returns cannot be processed.

Need Help?

Our team is here to help with any questions about returns. Reach us anytime at support@norra-online.com

Damaged or Incorrect Orders

If your item arrives broken, faulty, or not what you ordered, contact us immediately upon receiving your delivery. We'll work quickly to make it right—either with a replacement or a refund.

Items That Can’t Be Returned

Due to safety and hygiene regulations, we’re unable to accept returns on:

  • Perishable items (like food, flowers, or plants)

  • Personalized or custom-made items

  • Beauty and personal care products

  • Flammable or hazardous materials

  • Gift cards and discounted/sale items

Not sure about your item? Just ask—we’re happy to help clarify.

Exchanges Made Easy

Want something different? Simply return your item and, once it’s accepted, place a new order for the product you’d like instead. This ensures you get it as soon as possible.

EU Customers – Your Right to Change Your Mind

If your order is being delivered within the European Union, you're entitled to cancel or return it within 14 days of delivery, no reason needed.
As always, items must be in unused condition, with tags, packaging, and proof of purchase.

Getting Your Refund

Once your return reaches us and passes inspection, we’ll let you know if it’s approved.
If approved, we’ll process your refund to the original payment method within 10 business days.

Note: Your bank or card provider may take additional time to complete the transaction.

If it’s been more than 15 business days since your refund was approved and you haven’t received it, please email support@norra-online.com so we can check on it.

Return Shipping Address

Norra Online Returns
Straße der Pariser Kommune 84
Dortmund, 44225
Germany

Next Steps After Return Portal Access

After you receive access to the return portal, follow the step-by-step instructions provided to complete your return quickly and smoothly.