Refund policy
Returns and Refunds Policy
Returns (30 days)
We operate a 30-day returns policy from the date you receive your order.
All return requests must be made by email within this period. After this period, no requests will be accepted.
Acceptance of a return is subject to prior approval by our customer service team. No returns will be accepted without prior written consent.
General Eligibility Conditions
For all enquiries, the article must strictly comply with the following conditions:
- be in the same condition as when it was received: new, never worn, unused, unwashed...
- must be free from any odours (perfume, body odour, smoke, etc.) and any marks (make-up, deodorant, fibres, lint, etc.)
- have all its labels intact and not detached
- be returned in its complete original packaging, with any accessories included
Items worn close to the body (shapewear, corsets, girdles, bodysuits, underwear or similar items) are subject to strict hygiene checks upon receipt.
Any item showing the slightest sign of having been tried on or used (odour, marks, stretching, fibres, distortion, etc.) will be systematically rejected.
We reserve the right to refuse any return that does not strictly comply with these conditions.
Return request (mandatory procedure)
All return requests must be made by email to support@norvisy.com
No enquiries will be dealt with via any other channel (social media, text messages, etc.).
In order for your application to be considered, you must provide the following information:
- your order number
- The specific and detailed reason for the request (size, fault, incorrect item received, etc.)
- clear and usable photos (without exception) :
- a picture of the idem laid flat, in its current condition
- a picture of the label (size and product label)
- a picture of the item in its original packaging
- a picture of the entire parcel as it will be returned
- in the event of a fault: a clear, close-up picture of the fault observed
Photos must be taken in good lighting conditions and allow for a clear assessment of the product’s condition. Any photo that is blurred, incomplete or unusable will result in the request being rejected
We reserve the right to request further information if necessary (additional photos, a video, details on how the product was used, etc.).
No request can be approved unless all the required information has been received.
Requests that are incomplete or do not comply with this procedure will not be acted upon and cannot be processed.
Items returned without prior written approval from our customer service department will automatically be refused and returned to the sender at their expense.
Return address
Returns must be sent to the address provided to you by email once your return request has been confirmed. No returns should be dispatched without prior confirmation from us.
Providing the tracking number and monitoring the return
Once you have posted your return, you must send us the parcel’s tracking number by email to support@norvisy.com within 24 hours at the latest.
This tracking number is essential for us to locate and track your return.
The return must be made within the applicable legal time limits. In the absence of proof of dispatch within this timeframe, we reserve the right to refuse the return, even if the initial request was made on time.
It is the customer’s responsibility to retain all proof of dispatch and to ensure the return parcel is sent correctly.
The customer is also required to track the parcel’s progress and to inform us once it has been delivered to the return address.
In the event of loss, delay or any transport-related issue, both the carrier and the customer may be held liable. No refund will be issued until the return parcel has been received.
Unless a valid tracking number is provided, the return cannot be processed or accepted.
Return costs
Return postage costs amount to €14.90 and are payable by the customer, except in the following cases:
- a product found to be faulty,
- an item damaged on delivery,
- or a picking error (a different item received).
In such cases, we will offer the most appropriate solution (replacement, exchange, or a refund if no alternative is possible).
Damage and issues
Please inspect your order upon receipt and contact us immediately if the item is faulty, damaged or if you have received the wrong item, so that we can assess the problem and resolve it.
Exceptions or non-returnable items
Promotional items / special offers (final sale).
Items purchased as part of a promotion (sales, discounts, promo codes, limited-time offers) are considered final sales and cannot be returned or refunded, except in the following cases:
- faulty product,
- product damaged on delivery,
- or a picking error (wrong item received).
In such situations, we will, as a matter of priority, offer a replacement or an exchange. A refund will only be issued if no alternative solution is possible.
Gift cards
Gift cards cannot be returned or refunded.
Other exceptions
Certain types of items cannot be returned, such as perishable goods (such as food, flowers or plants), made-to-measure products (such as special orders or personalised items) and hazardous goods, flammable liquids or gases. Please do not hesitate to contact us if you have any questions or concerns regarding a specific item.
Exchanges (priority)
The choice of size is up to the customer, based on our size guide.
In the event of a sizing error, we offer an exchange (subject to the product being eligible: brand-new, unworn, unwashed, with tags intact, etc.).
Return postage costs are payable by the customer (unless the error was on our part or the item is found to be faulty).
The quickest way to ensure you get what you want is to contact us at support@norvisy.com so that we can guide you through the exchange process.
Offers with a free gift / free item
When a product is offered as part of a promotion (free gift, bundle, ‘free’, etc.):
- the gift must be returned in new condition, unworn, unwashed and with the labels intact, together with the relevant order.
- if the gift is not returned, its value may be deducted from the refund, or the claim may be refused if the offer can no longer be restored.
14-day cooling-off period in the European Union
Notwithstanding the above, if the goods are dispatched within the European Union, you may request the cancellation of your order within 14 days, in accordance with the rules governing distance selling.
As stated above, the item must be in the same condition as when you received it: unworn, unused, with the labels attached, and in its original packaging, and may be subject to a hygiene/condition check.
Refunds
We will notify you as soon as we have received and inspected your return, and let you know whether or not the refund has been approved.
If the refund is approved, you will automatically be refunded via your original payment method within 10 working days.It may take some time for your bank or credit card company to process and show the refund.
If the returned item does not meet our conditions (signs of use, odour, item worn or washed, labels removed, condition not suitable for resale, etc.), the return may be refused.
If more than 15 working days have passed since your return was approved, please contact us at support@norvisy.com