Norwood - Frequently Asked Questions (FAQ)
Welcome to NORWOOD
Below you will find answers to the most common questions regarding our collections, orders, payments, shipping, returns, and Client Care
If you require further assistance, please contact us at contact@norwood.boutique
🛍 Orders & Payments
How do I place an order?
Select the pieces you would like to purchase, choose your preferred size and color, add them to your bag, and proceed to checkout
Once your payment has been successfully completed, you will receive an order confirmation by email
Which payment methods do you accept?
We accept major credit and debit cards
All payments are processed through secure payment systems designed to protect your information
Can I change or cancel my order after placing it?
Orders may only be modified or canceled before they enter processing
Once processing has begun, we may no longer be able to make changes or cancel the order
If you require assistance, please contact our Client Care team as soon as possible at contact@norwood.boutique
📦 Order Processing
How long does order processing take?
Order processing generally takes 1–3 business days
This period includes order verification, quality checks, preparation, and packaging before dispatch
What are business days?
Business days are Monday through Friday, excluding weekends and public holidays
Orders placed during weekends or public holidays will begin processing on the next available business day
🚚 Shipping & Delivery
When will my order be shipped?
Once your order has completed processing, it will be prepared for dispatch and handed over to the appropriate carrier
You will receive shipping information by email once your order is on its way
How long does delivery take?
Estimated delivery time is 9–15 business days, depending on your destination and local carrier operations
Delivery times are estimates and may vary depending on location, customs procedures, or circumstances outside of our control
Do weekends and holidays count toward delivery time?
No
Delivery estimates are calculated using business days and do not include weekends or public holidays
Why is my tracking information not updating?
Tracking information may require several days to update after your order has been dispatched
During periods of increased shipping activity, tracking updates may also experience temporary delays
🔎 Order Tracking
When will I receive my tracking number?
Your tracking number will be sent automatically by email once your order has been dispatched and registered with the carrier
My order says “awaiting details” What does this mean?
This usually means your order is still being processed and has not yet received its final tracking information
Once the order is dispatched, tracking details will become available
⏳ Delays & Peak Seasons
Why can deliveries take longer during peak periods?
During periods such as Christmas, New Year, seasonal promotions, and major public holidays, shipping networks may experience significantly higher demand
Higher parcel volumes, transportation delays, customs processing, and reduced carrier capacity can occasionally result in longer delivery times
These conditions are temporary and usually return to normal once the peak period has passed
🔁 Returns & Refunds
What is your return policy?
NORWOOD follows applicable consumer protection regulations, including the EU 14-day cooling-off period where applicable
Returned items must meet the conditions outlined in our Returns & Refunds Policy, including being unused and returned in their original condition
We recommend reviewing the full policy before submitting a return request
How do I request a return or refund?
Please contact our Client Care team at contact@norwood.boutique
Include your order number, the reason for your request, and any additional information that may help our team review your case
Photos of the item may be requested when necessary
Our team will then provide you with the appropriate instructions
How long do refunds take?
Once your refund has been approved and processed, the amount will be returned to your original payment method
Processing times may vary depending on your bank or payment provider
Promotional & Sale Items
Are promotional or discounted items refundable?
Certain promotional or discounted pieces may be subject to specific return conditions
Please review our Returns & Refunds Policy for complete information regarding eligible returns
If you are uncertain about the conditions that apply to your order, contact our Client Care team before requesting a return
🔐 Order Verification & Security
Why was my order selected for verification?
Certain orders may be selected for additional verification as part of our fraud prevention and payment security procedures
This process helps protect both our clients and NORWOOD against unauthorized transactions
What information may be required?
In some cases, our team may request additional information to confirm ownership of the payment method used
If payment verification requires an image of your card, only the last four digits should remain visible
All other sensitive card information must be completely covered before the image is submitted
📩 Contact & Client Care
How can I contact NORWOOD?
Our Client Care team can be reached at contact@norwood.boutique
We aim to respond to all enquiries within 24–48 business hours, Monday through Friday
For questions relating to an existing order, please include your full name and order number when contacting us
The NORWOOD Standard
Every NORWOOD order is handled with care from checkout to delivery
Our Client Care team is committed to providing clear information, professional assistance, and a refined experience throughout every stage of your order
Timeless by design — NORWOOD