Legal Framework
This Legal Framework explains how NORWOOD handles orders, shipping, returns, exchanges, refunds, and other matters related to purchases made through our website
By placing an order with NORWOOD, you acknowledge and agree to our Terms of Service, Shipping Policy, Returns & Refunds Policy, and other applicable policies, subject to the consumer protection laws applicable in your country or region
1. Terms of Service
Our Terms of Service establish the conditions governing the use of our website and purchases made through NORWOOD
NORWOOD reserves the right to refuse or cancel an order where reasonably necessary, including in cases involving payment issues, suspected fraud, incorrect pricing, product availability, or other legitimate circumstances
Product descriptions, availability, imagery, and prices may be updated or changed without prior notice
We make every effort to represent our pieces accurately, however minor differences in color, texture, fit, finish, or appearance may occur depending on lighting, screen settings, materials, and production characteristics
NORWOOD cannot be held responsible for delays or disruptions caused by circumstances outside of our reasonable control, including carrier operations, customs procedures, severe weather, strikes, transportation disruptions, or other force majeure events
All purchases are also governed by our Shipping Policy and Returns & Refunds Policy
Nothing within our policies is intended to limit any mandatory consumer rights provided by applicable law
2. Shipping Policy
Order Processing
Orders are generally processed within 1–3 business days following successful payment confirmation
Orders are not normally processed on weekends or public holidays
Orders placed during these periods will begin processing on the next available business day
Estimated Delivery
Standard delivery is generally estimated at 7–15 business days after processing
Certain destinations may experience additional delays due to customs clearance, inspections, local carrier operations, transportation disruptions, or other circumstances outside of our direct control
In exceptional circumstances, delivery may take up to 35 days
All delivery timeframes provided by NORWOOD are estimates rather than guaranteed delivery dates unless expressly stated otherwise
Customs, Duties & Taxes
International orders may be subject to customs duties, import taxes, handling fees, or other charges imposed by the destination country
Where applicable, these charges may be the responsibility of the customer unless otherwise stated during checkout or required by applicable law
NORWOOD does not control customs authorities or their processing times
Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order
If you notice an error in your address, please contact us at contact@norwood.boutique as soon as possible
Once an order has entered processing or has been dispatched, we cannot guarantee that an address can be changed
If an order is returned because an incorrect or incomplete address was provided, additional shipping costs may apply before the order can be dispatched again
Delays Beyond Our Control
Shipping may occasionally be affected by carrier delays, customs procedures, weather conditions, strikes, transportation disruptions, peak seasons, or other circumstances outside of NORWOOD's reasonable control
These circumstances do not automatically qualify an order for a refund while the shipment remains within the applicable delivery period and continues progressing toward its destination
Any statutory rights available under applicable consumer law remain unaffected
3. Returns & Refunds Policy
At NORWOOD, we aim to handle returns, exchanges, and refunds in a clear, fair, and efficient manner
All requests are reviewed according to our Returns & Refunds Policy and the consumer protection laws applicable to the customer
Damaged, Defective or Incorrect Items
If you receive an item that is damaged, defective, or materially different from what you ordered, please contact our Client Care team
We may request photographs or other reasonable evidence so that our team can review the issue
Once verified, NORWOOD may provide an appropriate resolution such as a replacement, store credit, or refund
Where required by applicable law or where the issue resulted from an error by NORWOOD, eligible return shipping costs will be covered by us
Size Exchanges
If you selected the incorrect size and would like to request an exchange, please contact our Client Care team
To qualify for an exchange, the item must remain unused, unworn, unwashed, and in its original condition with any original tags attached
Where the exchange results from the customer's size selection rather than an error by NORWOOD, return and replacement shipping costs may be the customer's responsibility where permitted by applicable law
Shipping costs may vary depending on the destination and item
Change of Mind
Customers may request a return for change of mind where permitted under the consumer protection laws applicable to their location
For eligible customers within the European Union, statutory withdrawal rights may apply, including the applicable legal cooling-off period
Items returned under these rights must meet the conditions required by applicable law and our Returns & Refunds Policy
Return Conditions
Items that have been worn, washed, altered, damaged after delivery, or returned outside the applicable return period may not qualify for a return or exchange unless required by law
Products must generally be returned in their original condition with relevant tags and packaging where reasonably possible
Certain products may be subject to specific return restrictions where permitted by applicable law
Promotional or discounted products remain subject to any mandatory consumer rights that apply in the customer's jurisdiction
Refund Processing
Eligible refunds are generally issued after the returned item has been received and inspected
Once approved, the refund will be issued to the original payment method used for the purchase
After NORWOOD processes the refund, additional processing time may be required by your bank, card issuer, or payment provider
Original shipping charges may be non-refundable unless required by applicable law or the return resulted from an error by NORWOOD
4. Policy Alignment & Transparency
Our Terms of Service establish the general conditions governing purchases and use of our website
Our Shipping Policy explains processing, dispatch, delivery estimates, customs, and shipping responsibilities
Our Returns & Refunds Policy explains the conditions and procedures applicable to returns, exchanges, and refunds
These policies are designed to work together to provide a clear and transparent purchasing experience
Where any provision of our policies conflicts with mandatory consumer protection legislation, the applicable legal rights of the customer will prevail
Need Assistance?
For questions regarding an order, delivery, return, refund, or any of our policies, please contact our Client Care team
We aim to respond within 24–48 business hours, Monday through Friday
NORWOOD
Timeless by design — Built on trust