Refund policy


Returns, Refunds & Store Credit Policy

At NORBURY, we strive to provide excellent service and a smooth shopping experience for every customer. Our returns, refunds, and store credit policy has been carefully designed to ensure maximum customer satisfaction under fair and clear conditions. Please read the guidelines below regarding returns, refunds, exchanges, and store credit.

✅ Return, Exchange & Store Credit Options

If you're not 100% satisfied with your purchase, you may register your return with us within 14 days of receiving your order. Depending on the situation, we offer the following solutions:

  • Store Credit – Store credit may be offered as a fast and flexible resolution and can be used on any future order.

  • Free Exchange – Exchange your item for a different size or product at no extra cost.

  • Return for Refund – Send your item back for a refund to your original payment method after the return has been received and approved.

Sizing tip: If you are between two sizes, we recommend choosing the larger size for a more comfortable fit. In fact, 99% of customers order one size up for the best fit.

Important: Items purchased during a sale or promotion are final sale and are not eligible for refund, exchange, or store credit, even if sizing is incorrect.

📦 Conditions for Return, Exchange or Store Credit

To qualify for a return, exchange, or store credit, the following conditions must be met:

  • Items must be in original condition: unworn, unwashed, undamaged, and with all original tags attached.

  • Items must be returned in their original packaging.

  • Returns must be registered within 14 days of delivery.

  • Return shipping costs and any applicable import/customs fees are the customer’s responsibility, unless the item is defective or shipped incorrectly.

  • Original shipping costs are non-refundable.

  • Refunds or store credit will only be issued after inspection of the returned item at our warehouse.

  • A completed return form must be included in the return package. Returns without this form will not be processed.

⚠️ Tracking Required: All returns must include a valid Track & Trace code. Without tracking proof, we cannot process refunds or store credit. The sender is fully responsible for ensuring the safe return of the package.

🔁 How to Return, Exchange or Request Store Credit

  1. Register Your Request
    Email info@norbury-london.com within 14 days of receiving your order, clearly stating whether you prefer a store credit, exchange, or refund. You will receive return instructions and a return form.

  2. Prepare Your Parcel
    Securely pack the item, attach the return label, and include the completed return form.

  3. Ship the Package
    Send the package using a shipping provider of your choice with tracking. Once the item is received and approved, your refund, exchange, or store credit will be processed within 10 business days, and you will receive a confirmation email.

🌱 Fair & Sustainable Shopping Policy

We understand that online shopping—especially sizing—can be challenging. That’s why we provide detailed size guides, sizing recommendations, and customer support to help you choose correctly.

To reduce unnecessary waste and keep shopping fair and sustainable, store credit may be offered instead of a cash refund, particularly when the item is usable but does not fully meet expectations.

Norbury reserves the right to:

  • Offer store credit instead of a cash refund, depending on the situation.

  • Apply a $10.95 handling fee per returned item when multiple sizes of the same product are purchased and only partially returned.

  • Decline future orders from customers with excessive return behavior.

  • Require customers to cover return shipping costs unless the item is faulty or incorrect.

⚖️ Legal Notes & Delivery Disclaimer

Once an order is marked as “Delivered” by the shipping carrier (USPS, UPS, FedEx, DHL, etc.), the order is considered successfully delivered. Norbury is not responsible for lost, stolen, or misplaced packages after delivery confirmation.

Customers agree to contact Norbury support before initiating any chargeback or payment dispute.

Fraudulent chargebacks (such as claiming non-receipt when tracking confirms delivery) may result in a permanent account ban and potential legal action.

❓ Need Help?

If you have any questions, need assistance, or would like to request the return address, please contact us at info@norbury-london.com . We’re happy to help.