How quickly can you answer my question?
We respond to messages and emails in the order they are received. Most inquiries are addressed within 24 hours during our business hours.
Can I change my shipping address after my order has been placed?
If you need to update your shipping address, please email us immediately at support@norelle.net with your name and order number. While we’ll do our best to process your request, we cannot guarantee changes once your order has been packed or shipped.
How long is the processing period?
Our processing time is 1–5 business days. Orders are processed Monday through Friday, excluding major holidays.
How long does shipping take?
Shipping times vary but are typically 10–25 business days after the order has been processed. A tracking number will be provided via email once your order has shipped.
Will my order come in one package?
Depending on the size and contents of your order, it may be shipped in multiple packages. If this happens, you will receive tracking information for each package.
What happens if an item is out of stock or backordered?
If any items in your order are out of stock, we will notify you via email with an estimated restock date. If restocking will take longer than 2 weeks, we will issue a refund for the unavailable item(s).
I received a damaged item. What should I do?
We apologize for any inconvenience caused by receiving a damaged item. Please email us at support@norelle.net with your name, order number, and photos of the damaged product so we can assist you.
What if an item is missing or damaged in my order?
If you received a damaged item or are missing an item from your order, please contact us within 14 days of delivery at support@norelle.net. We’ll work with you to resolve the issue.
Can I cancel my order?
If you wish to cancel your order, please contact us immediately at support@norelle.net. Cancellation requests are only possible before the order has been processed or shipped.