Refund policy

RETURNS & EXCHANGES

Non-returnable items: Sale/ reduced items, earrings, hair accessories and custom made products.

ONLINE

Sometimes things don’t work out, so if you’re not completely happy with your purchase, you have 14 working days from receipt of purchase, to send or drop it back to us for an exchange or refund.

Items purchased as part of a promotion that includes a free gift (‘freebie’) will be refunded to a gift card. Cash or card refunds are not available for these purchases.

We kindly ask that you make sure all products are returned in their original condition, with their original packing and labels. Returns that are damaged or soiled may not be accepted and may be sent back to the customer. All shoes should be tried on a carpeted surface before wear.

Here is our returns procedure and return options for your order:

RETURNS PROCESS

Here is what you do:

  1. Ensure you are returning within the 14 day time frame.
  2. Please notify us at hello@noraandkatie.com with 48hrs of receiving your order to let us know of your planned return along with reason. 
  3. Pop the unwanted items back in to their packaging so that the items are protected.
  4. Please leave a note with your return stating the items and reason for return.
  5. We will refund you once we receive the item/s back. This will usually happen within a few days. You will receive an email to confirm once this has been processed.
  6. All refunds are returned to the original payment method within 30 days. Refunds vary depending on your bank but typically it takes up to 5 working days to show up in your account.
  7. Nora & Katie is not responsible for return costs.

RETURNS OPTIONS

Return your item via a courier of your choice:

  1. Package up your item as stated in the ‘Returns Process’ section.
  2. Send it back to us at the following address:
    Nora & Katie, 150 Main Street, Dungiven BT47 4LG Northern Ireland
  3. Nora & Katie is not responsible for returns costs, or returned items lost by a courier.

Return your order in store:

As a quick and easy way to return your item, why not visit us in store and drop your items off by hand.

  1. Your refund will be processed by the website team, using your original payment method.

EXCHANGES

Please follow the 'Returns Process' procedure for the return of the item you would like to exchange. You can purchase the new item at any time as a separate transaction.

FAULTY ITEMS

On the rare occasion there is a problem with an item, please do not hesitate to let us know.

Faulty items must be reported in store or via email hello@noraandkatie.com within 48hrs of receiving item  

Items are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of reciept of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items.

Please send photos of the fault via email to hello@noraandkatie.com stating the problem and your online order details. If the item was purchased in store then please bring your receipt with you.

LATE RETURNS

You have 14 working days from receipt of purchase to return your item back to us, using the various methods stated. If the goods are returned outside of this time frame then it will not be accepted, and will be returned back to the customer (at the customers expense).

If you have any further questions or concerns about your parcel then please do not hesitate to contact us via email: hello@noraandkatie.com

CHRISTMAS RETURNS

The christmas returns policy applies between 1st November and Christmas Eve.  Any full priced items purchased between these dates, whether in-store or online, can be returned until Thurs 15th January.

Items must be returned in 'perfect saleable condition' - including tags.  If labels or packaging are damaged or have been removed then there will be no refund. Proof of purchase (receipt) is necessary for a full return.  Where no receipt is available, a return cannot be made.

Please notify us of the return by 1st Jan and return the item within 7 days from this date.

IN STORE

For items purchased in store, Nora & Katie are happy to exchange or issue a store credit for perfect full price merchandise returned within 14 days of purchase on production of a valid receipt. Please note items must be retunred to the store they were purchased in.

All products must be returned in their original condition, with their original packing and labels.

Items bought in-store during sale periods are final sale and cannot be returned.
Credit notes are valid for 6 months and cannot be redeemed for cash or used in sale/promotional periods. Credit notes must be used in the store where they were issued.

Personalised products cannot be refunded unless there is a default on the product, we prepare every order with care & attention so we are confident you will not face this problem, if however there is something you are unhappy with please let the team know.

Contact the team for any other questions or queries. We love to hear from our customers!