Shipping Policy & Delivery Issues
Shipping Policy & Delivery Issues
Our Delivery Issues Policy outlines the steps and guidelines for addressing any problems related to the delivery of your
order. We strive to ensure that all orders are processed and delivered promptly and securely. However, if you encounter
issues such as delayed shipments, lost items, or incorrect deliveries, our policy provides clear instructions on how to
resolve these matters.
We are committed to providing timely support and will work with our shipping partners to ensure that any
delivery-related concerns are handled efficiently.
Please review the full policy below, including required customer actions and applicable timeframes.
Customer Support
Our Customer Support team is always available and will respond within 24 hours.
- Email: support@norelie.co
Frequently Asked Questions
How long should I expect my package to be delivered?
- Standard Delivery: Within 14 business days from the date your payment is processed.
- Express / Skip-the-Line: Delivered within 7 business days.
- Note: Deliveries are not scheduled on Saturdays and Sundays.
My order was lost or stolen in transit. What should I do?
If your order appears to be lost or stolen, we recommend taking the following steps:
1. Contact your local post office or carrier and report the issue.
2. Submit any information or claim details to your local shipping provider.
Norelie cannot guarantee a full refund or replacement for lost or stolen items, especially if confirmed delivered by the
carrier.
I want to ship to a country not listed in Norelie’s country-specific stores. Can I still order?
You may place an order, but please note:
- We cannot guarantee delivery outside of the supported countries.
- You may be subject to customs fees or import duties.
- We recommend using a third-party shipping service for unsupported countries.
These orders are not covered by our Delivery Issues Policy.
My order was delivered late. Am I eligible for a refund?
If your order was delivered past the estimated delivery date, you may be eligible for a partial refund:
- 5% to 10% refund, depending on the number of days delayed.
- To be eligible, the item must be accepted upon delivery.
- Refused deliveries are not covered by our Shipping and Return Policies.
How do I track my order?
We send tracking numbers and tracking links within 48 hours after payment confirmation.
- Check your email inbox and spam folder for tracking details.
- If you haven’t received it after 2 business days, contact our support team.