Refund & Returns Policy

Last updated: 21 January 2025

We want you to be completely satisfied with your purchase from Norden. This Refund & Returns Policy sets out your rights and our procedures under UK consumer law and our own brand standards for luxury outerwear.

1. Eligibility for returns

To be eligible for a return, the following conditions must be met:

• The item must be returned within 14 days of delivery.
• The item must be unused, unworn and in its original condition, with all original tags, packaging and accessories.
• Proof of purchase (order confirmation or receipt) must be provided.

Items that show signs of wear, washing, alteration or damage caused by the customer are not eligible for return or refund.

2. Non-returnable items

For hygiene and safety reasons, the following items cannot be returned:

• Underwear, socks or base layers.
• Gift cards.
• Customised or made-to-order products.

3. How to start a return

To initiate a return, please contact our Customer Service team:

• Email: contact@norden.com
• Hours: 9:00 — 18:00, Monday to Friday (local time)

Our team will provide you with a return authorisation and instructions on how to send your item back to us. Please do not send any items without prior authorisation.

4. Return shipping

Customers are responsible for the cost of return shipping unless the product is faulty or incorrect. We recommend using a tracked delivery service and retaining proof of postage. We are not responsible for items lost in transit without tracking proof.

5. Faulty or incorrect items

If you receive a faulty or incorrect item, please notify us within 7 days of delivery. We will provide a prepaid return label and either replace the item or issue a full refund once we have inspected the returned product.

6. Refund process

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original method of payment within 20 business days. Please note that your bank or card issuer may take additional time to post the refund to your account.

7. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item for a different size or colour, please return the original item for a refund and place a new order.

8. Late or missing refunds

If you haven’t received your refund after 20 business days, please check with your bank or credit card provider. If you have done this and still have not received your refund, contact us at contact@norden.com and we will assist you.

9. Sale items

Sale items are eligible for return unless marked as Final Sale on the product page. Final Sale items cannot be refunded or exchanged.

10. International orders

For customers outside the UK, please note that duties, taxes and original shipping costs are non-refundable. You are responsible for any return shipping fees, customs declarations and import duties on returns.

11. Contact

For any questions about returns or refunds, please contact us:

Email: contact@norden.com

Address: 5401 S Kirkman Rd, Orlando, FL 32819, USA

Hours: 9:00 — 18:00, Monday to Friday (local time)

This Refund Policy follows the standards of leading luxury apparel brands and complies with UK consumer protection law. It ensures fairness while maintaining product integrity and hygiene standards expected from high-end outerwear.