Return and Refund Policy

At Norelle Modehaus, we want your experience of purchasing new women's dresses to be comfortable and secure. If something doesn't meet your expectations, we will, of course, be happy to assist you. This return and refund policy explains how the return process works, how to submit a return request, and how refunds are processed. Our goal is to provide clear, fair, and straightforward conditions to all our customers in Switzerland.

Return Eligibility

We offer a 30-day return policy starting from the day you receive your order. Within this period, you can return your dress for any reason – if it doesn't fit, doesn't match your style, or you simply changed your mind. Returns are accepted provided the product is in its original condition.

To be eligible for a return, the dress must be unworn, unwashed, and free from damage. All original tags must be attached, and the product should be returned in its original packaging. Unfortunately, we cannot accept items with signs of wear, strong odors, stains, or alterations.

How to Initiate a Return

If you wish to return your order, please contact us at info@norelle-modehaus.com or by phone at +31 610 487 152. Please provide your order number and a brief explanation, and our team will guide you through the next steps. You will receive clear instructions on how and where to send the product back.

The customer bears the cost of return shipping, unless the return is due to a product defect.

Inspection and Approval

Upon receipt of the returned dress, our team will conduct an inspection to ensure that the return conditions are met. This process typically takes 1–3 business days. If the product is approved, we will initiate the refund. If the item does not meet the conditions, we will contact you to discuss the available options.

Refund Processing Time

Once the return is approved, the refund will be processed within 10 business days. The refund will be issued to the same payment method used for the original purchase. Processing time may vary depending on your bank or payment provider, but most refunds are completed sooner than the maximum stated period.

Shipping costs incurred during the original order will not be refunded, if applicable.

Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect dress, please inform us within 48 hours of delivery. Contact us immediately at info@norelle-modehaus.com and send photos along with your order details. We will resolve the issue as quickly as possible and, depending on your preference and product availability, either send a replacement or initiate a refund.

Exchanges

We currently do not offer direct exchanges. If you require a different size or model, we kindly ask you to return the original product according to our return process and then place a new order for the desired dress.

Questions or Support

If you have any questions about the return or refund process, or require assistance with an existing order, our team is always happy to help. We want your experience with Norelle Modehaus to be simple, transparent, and pleasant from start to finish.