Return & Refund Policy

At Nora Galway, we want you to feel confident and happy with every purchase. If something isn't quite right, we're here to help.

This policy explains how to return an item, request a refund, and contact us if you experience an issue with your order.

1. 30-Day Money-Back Guarantee & Returns

We offer a voluntary 30-day return window for eligible items, starting on the date of purchase. The conditions and exclusions below apply.

You can request a return and refund for eligible items within 30 days from the date of purchase, without giving a reason.

To request a return, please email us at info@nora-galway.com within the 30-day period, clearly stating that you wish to return your purchase.

Once you have notified us, you have a further 14 days to send the item back. 

You may also contact us to request cancellation before your order has been delivered.

Your statutory right to cancel: For eligible online purchases, you may also cancel within 14 days of receiving the goods. This right is separate from our voluntary 30-day guarantee and is not shortened by it. Your rights if an item is faulty, damaged or not as described also remain unaffected.

Returning Your Items

When returning an item because you have changed your mind:

• You may try on clothing to check its size and fit, just as you would in a physical shop.

• Items should be returned in their original condition, with their original tags and packaging where reasonably possible.

• Items should not be worn beyond what is necessary to inspect them, washed, or damaged.

• You may be responsible for any reduction in the item's value resulting from handling beyond what is necessary to establish its nature, characteristics, and functioning.

Purchasing multiple sizes or variations does not affect your statutory right to cancel and return eligible items.

Certain products may be excluded from the right to cancel, including personalised or made-to-order items and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, where the relevant legal conditions apply.

These exceptions do not affect your rights if an item is faulty, damaged, or not as described.

2. How to Return an Item

To request a return, please follow these steps:

Step 1 — Contact us

Email info@nora-galway.com within the applicable period explained in Section 1: 30 days from the date of purchase for our voluntary guarantee, or the separate statutory cancellation period after delivery.

Please include your order number and the item you wish to return.

Step 2 — Receive return instructions

We will provide you with the relevant return instructions and return address.

Please note that our returns are handled by an international fulfilment partner located in China.

Step 3 — Send your return

Send your item to the address provided within 14 days of notifying us that you wish to cancel.

For change-of-mind returns, you are responsible for the direct cost of returning the item, including international return postage, provided that these costs have been properly disclosed before purchase.

Any applicable customs or other return-related charges will be handled in accordance with the information provided before purchase and applicable law.

We recommend using a tracked shipping service and keeping your proof of postage until your refund has been completed.

Please do not send your return without first contacting us for the correct return instructions.

3. Refunds

If you exercise your statutory right to cancel, we will refund the payments covered by your cancellation, including standard delivery charges where required by law.

Additional charges for a delivery method more expensive than our standard delivery option are not refundable unless required by law.

Refunds will be processed within 30 days of receiving your cancellation request. Where goods have already been delivered, we may withhold the refund until we have received the returned items or you have provided evidence that you have sent them back, whichever occurs first.

Refunds will be issued using the original payment method, unless you expressly agree otherwise.

We will not charge any additional fees for processing your refund.

Please note that your bank or payment provider may require additional time to make the refunded amount available in your account.

4. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, or different from what you ordered, please contact us at info@nora-galway.com as soon as possible.

Include your order number, a brief description of the issue, and photographs where available.

We will review the situation and arrange an appropriate solution in accordance with your statutory consumer rights.

Depending on the circumstances, this may include a refund, replacement, repair, or price reduction.

You will not be responsible for the necessary return shipping costs of faulty, damaged, or incorrectly supplied items.

If a return is required, we will provide instructions and arrange or reimburse the applicable return costs.

Your rights if an item is faulty, damaged or not as described are not limited to our 30-day change-of-mind return window.

5. Missing or Undelivered Orders

If your order has not arrived or your tracking information indicates that it has been delivered but you have not received it, please contact us at info@nora-galway.com.

We will investigate the issue with the relevant shipping provider and assist you in resolving the situation.

Please ensure that your delivery details are accurate when placing an order. If you notice an error, contact us as soon as possible so we can attempt to correct it.

Nora Galway remains responsible for fulfilling your order in accordance with applicable consumer protection laws.

6. Contact Us

If you have any questions regarding returns, refunds, or an issue with your order, please contact us.

Nora Galway

Email: info@nora-galway.com

7. Cancellation Form

You may use the following form to notify us that you wish to cancel your purchase. You are not required to use this form; a clear email confirming your decision is also sufficient.

To: Nora Galway — info@nora-galway.com

I hereby give notice that I wish to cancel my purchase of the following goods:

Order number:

Product(s):

Ordered on:

Received on:

Customer name:

Customer address:

Date: