REFUND POLICY

RETURNS & REFUNDS POLICY – NORA & AISLING

Last updated: 31 August 2025

At Nora & Aisling, we value transparency and fairness. We understand that you may change your mind. As some orders are shipped internationally under the DAP/DDU model (Delivered At Place – Duties Unpaid), please read the information below carefully.

1) Return Period

You have 30 days from the date of delivery to request a return.
After this period, returns or exchanges cannot be accepted.

2) General Return Conditions

A return will be accepted if:

  • The product is in original condition, unworn, unwashed, free from stains and odours.

  • Packaging, tags, and accessories are complete.

  • Import charges (VAT/duties) were settled upon delivery.

  • The order was fulfilled from outside the EU under the DAP/DDU model.

⚠️ For hygiene reasons, returns are not accepted for underwear, swimwear, cosmetics, or earrings.

3) Costs & Responsibility in Returns (DAP/DDU)

  • VAT and duties paid upon import remain the responsibility of the customer and are non-refundable.

  • Return shipping costs are borne by the customer (unless the product is faulty or incorrect).

  • We recommend using a tracked shipment (Track & Trace).

  • For returns from outside the EU, the parcel must be clearly marked as “Returned goods” to avoid re-application of import charges.

4) How to Request a Return

Please email support@noraaisling.com with:

  • Your order number

  • Full name

  • Reason for return

  • Photos (if the product arrived damaged)

We will provide return instructions and the return address (usually to a non-EU warehouse). After receiving the parcel, we will inspect it and confirm acceptance or rejection of the return within 7 business days.

5) Refunds

If a return is approved, we will refund the product price only (excluding express shipping and import duties) via the original payment method, within up to 30 business days.

Refunds will not be issued for:

  • Used, washed, incomplete, or damaged products

  • Returns sent without prior authorisation

  • VAT/duties paid upon import

  • Return shipping costs

6) Damaged or Incorrect Product

If you receive a product that is:

  • Damaged, or

  • Different from what you ordered

➡️ We will send a replacement at no additional cost. If the issue occurs again, we will issue a full refund including return shipping costs (upon proof of payment).

7) Order Cancellations

As fulfilment is automated immediately after payment confirmation, cancellations are not possible once an order has been placed.

8) DAP/DDU Clause – Taxes & Duties

For shipments under DAP/DDU terms:

  • Local VAT, customs duties, and handling charges are payable by the customer upon delivery.

  • By placing an order, you confirm that you act as the importer of record and accept these conditions.

  • Import charges are non-refundable, even if the goods are returned or if delivery fails due to unpaid import fees.

9) Customer Support

Questions about returns or refunds?
📧 support@noraaisling.com
🌐 noraaisling.com
🕘 Monday–Friday: 09:00 – 18:00