FAQs
Find quick answers to the most common questions about ordering, shipping, returns, and payments at Norvelith. If you can't find what you're looking for, our team is just a message away.
Shipping & Delivery
Where do you ship to?
We currently ship to addresses within the United Kingdom only.
How much does shipping cost?
Shipping is free on all UK orders, with no additional charges applied at checkout.
How long will my order take to arrive?
Orders are usually processed within 1 to 3 business days and delivered within 5 to 7 business days after dispatch, so the total estimated delivery time is 6 to 10 business days. Orders placed on weekends or public holidays begin processing the next business day.
Can I track my order?
Yes. You'll receive a shipping confirmation email with tracking details once your order is dispatched. Tracking can take a short time to become active.
What if my order is delayed or hasn't arrived?
Occasional delays can happen due to courier disruption or high demand. If your order is later than expected, contact us at info@norvelith.co.uk and we'll look into it right away.
Orders & Changes
Can I cancel my order?
If your order hasn't been dispatched yet, contact us at info@norvelith.co.uk and we'll cancel it and issue a full refund. If it's already dispatched, you can still return it once received.
Can I change my delivery address after ordering?
Contact us as soon as possible if you need to update your address. We'll do our best to amend it before dispatch, but we can't guarantee changes once the order has been handed to the courier.
I haven't received an order confirmation. What should I do?
Check your spam or junk folder first. If it's still missing, email us at info@norvelith.co.uk with your name and approximate order time and we'll confirm it for you.
Returns & Refunds
What is your return window?
You can request a return within 30 days of delivery, which includes your 14-day statutory right to cancel.
How do I start a return?
Email info@norvelith.co.uk with your order number, name, and reason for return. If the item is faulty or incorrect, include photos so we can help faster.
Do I have to pay for return shipping?
If the item is faulty, damaged, or incorrect, we cover return postage. If you're returning it simply because you changed your mind, return shipping is at your own cost. We never charge restocking fees.
How long do refunds take?
Once we receive and review your return, approved refunds are processed within 10 business days back to your original payment method.
What items can't be returned?
Custom-made, personalised items, gift cards or items damaged or altered by the customer can't be returned unless they're faulty, damaged, or not as described.
My item arrived faulty or damaged. What now?
Email us at info@norvelith.co.uk as soon as possible with photos. We'll sort out a refund or replacement, whichever you prefer.
Can I exchange an item?
Yes, reach out to us and we will be happy to assist with your exchange. Exchanges depend on product availability.
Payments
What payment methods do you accept?
We accept major debit/credit cards including Visa, Mastercard, AMEX and digital wallets like Apple Pay, Google Pay and Shop Pay.
Is my payment information secure?
Yes. Payments are processed through authorised, encrypted payment providers, and we never store or see your full card details.
What currency are prices shown in?
All prices are shown in GBP (£), and include any applicable VAT in accordance with UK pricing regulations.
Contact Us
If you still need help, please get in touch using the details below. We will be happy to help!
Email: info@norvelith.co.uk
Phone: +44 7348 949965
Customer Support Hours:
Monday to Friday: 9:00 AM - 5:00 PM (GMT)
Saturday: 10:00 AM - 4:00 PM (GMT)
Sunday: Closed
We respond to all enquiries within 24 hours - Sunday messages are answered on Monday.