FREQUENTLY ASKED QUESTIONS
1. What products do you offer?
Norelle Modehaus specializes exclusively in women's dresses. Our collection focuses on modern designs, elegant cuts, and stylish comfort for everyday wear as well as special occasions. We currently do not sell any other product categories, allowing us to fully concentrate on the quality and appeal of our dresses.
2. Do you ship orders outside of Switzerland?
No. We currently only deliver within Switzerland. This allows us to guarantee faster delivery times, transparent costs, and a pleasant shopping experience tailored specifically to our customers in Switzerland.
3. How long does delivery take?
Orders are processed within 1–2 business days, and delivery typically takes 3–7 business days, depending on the delivery location. Delivery time may vary depending on the shipping service provider's workload or seasonal peak times.
4. Is shipping free?
Yes, shipping is free for all orders – regardless of the order value. There are no additional delivery costs.
5. How can I track my order?
Once your order has been dispatched, you will receive an email with a tracking link. This allows you to check the current location of your package and the estimated delivery time at any time.
6. Can I change or cancel my order?
If your order has not yet been processed, we may be able to change the size, model, or delivery address. Please contact us as soon as possible at info@norelle-modehaus.com or by phone at +31 610 487 152.
Once the order has been shipped, changes or cancellations are unfortunately no longer possible.
7. What is your return policy?
We offer a 30-day return policy from the day you receive your order. Dresses must be returned unworn, unwashed, undamaged, and with the original tags. Detailed information can be found in our return and refund policy.
8. Who covers the cost of returns?
The cost of return shipping is borne by the customer, unless the return is due to a product defect or an incorrect delivery on our part.
9. How long does it take to receive my refund?
Refunds will be processed within 10 business days of receiving and inspecting the returned dress. The refund will be issued via the same payment method used for the purchase.
10. What should I do if I receive a damaged or incorrect product?
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery. Please include photos and your order number so that we can resolve the issue as quickly as possible.
11. Do you offer exchanges?
We currently do not offer direct exchanges. If you need a different size or model, we ask you to return the original product and place a new order.
12. What payment methods do you accept?
We accept a wide range of secure online payment methods, including Visa, Mastercard, American Express, UnionPay, Apple Pay, Google Pay, PayPal, Klarna, and Shop Pay. All payments are processed in Swiss Francs (CHF).
13. Do I need to create an account to place an order?
No, creating an account is optional. You can also place your order as a guest. However, an account makes tracking shipments and future purchases easier.
14. Is my payment data secure?
Yes. All payments are processed through secure and encrypted payment providers. Norelle Modehaus does not store full credit card or payment data on its own servers.
15. How can I contact customer service?
You can contact us at any time:
Email: info@norelle-modehaus.com
Phone: +31 610 487 152
We will be happy to help you with selecting the right size, questions about your order, our products, or general inquiries.