Returns & refunds

Your right to change your mind

If you are buying as a consumer, you may cancel your order and return the goods within 30 days of the day you receive them, for any reason. You do not have to tell us why. This is more generous than the statutory 14-day cancellation period and does not affect your legal rights.

Condition of returned items

Please return items in their original condition where you can, with any packaging that formed part of the product. You are welcome to handle a piece as you would in a shop to check its nature and characteristics. If handling or use goes beyond that and reduces the value of the item, we may reduce your refund to reflect that loss in value. This does not affect your rights where an item is faulty.

How to start a return

• Email support@norasa.store with your order reference and the items you want to return.
• We reply with the return address and, where needed, instructions for packing ceramics safely.
• Send the parcel back within 14 days of telling us you are returning it.

Return postage

You pay the cost of returning an item if you have simply changed your mind. We pay it if the item is faulty, damaged in transit, or not what you ordered. We recommend a tracked service: until the parcel reaches us it is your responsibility, and breakages in transit on an untracked, poorly packed return cannot be refunded.

Faulty or damaged items

If something arrives broken or develops a fault, contact us as soon as reasonably possible with photographs. We will offer a replacement if we have one in stock, or a full refund including the original delivery charge and your return postage. Small variations in colour, glaze and dimension are a characteristic of the pieces we sell and are not faults.

Refunds

Refunds are made to the original payment method within 14 days of us receiving the returned goods, or of you providing evidence that you have sent them, whichever is earlier. For a full order return we refund the original standard delivery charge as well. Where only part of an order is returned, the delivery charge is not refunded.

Exchanges

We do not process exchanges directly. Return the item for a refund and place a new order for the piece you want, so that neither of us has to wait on stock.

Cancelling before dispatch

If your order has not yet been dispatched, email us and we will cancel it and refund you in full straight away.

Contact

NAEIMEH AGHABABAGOLI trading as Norasa, 7A Winchester Street, London, SW1V 4PA, United Kingdom. Email support@norasa.store, telephone +44 7700180184.