Refund policy

Returns and Refund Policy

Nora Janne

Last updated: 24 August 2026

  1. Statutory Right of Withdrawal

As a consumer, you are entitled by law to withdraw from your online purchase within 14 calendar days of receiving your order, without needing to give a reason.

If you wish to exercise this right, you must inform us within this period. After notifying us, you then have a further 14 calendar days to return the items. If you do not return the item within this timeframe, your right to withdraw and receive a refund for that item will lapse.

The statutory right of withdrawal also applies to items bought in a sale, promotion or other discount event, unless a legal exception applies.

  1. Trying on Clothing

You may try on clothing at home in the same way you would reasonably do in a physical shop.

Clothing must not be worn beyond what is necessary to check the size, fit, features and function.

Wearing an item to a party, restaurant, work, event or any other occasion is not considered normal trying on.

If an item has been used more than necessary to assess it, this may result in a reduction in value.

  1. Condition of Returned Items

As we can only resell items as new if they are in perfect condition, we have strict requirements for returns.

When returning an item, it must be:

unworn; unwashed; free from make-up, perfume, deodorant, stains and other odours; undamaged and without obvious signs of use; with all original labels, tags and attachments; with the original hygiene seal if applicable; complete with all included parts; and in its original, saleable condition.

Removed Labels, Tags or Seals

Please do not remove any labels, tags, hangtags or other attachments until you have decided to keep the item.

Removing these may mean the item can no longer be sold as new.

If removing labels, tags, hygiene seals or other parts causes a demonstrable reduction in value, we may deduct this from your refund in line with applicable law.

If an item is returned in a condition that means it can no longer be sold as new, the reduction in value may be significant and, where objectively justified, may be up to the full value of the item.

This also applies if an item shows clear signs of being worn or used beyond what is necessary to assess it.

  1. Obvious Signs of Use

A return may be subject to a full or partial reduction in value if we determine the item has been used more than necessary to assess it.

This includes, but is not limited to:

worn clothing; perfume or deodorant scent; make-up stains; sweat or body odour; stains; washing or cleaning; damage; wear and tear; pilling from use; stretched fabric; missing labels or parts; removed hygiene seals; or any other reason the item can no longer be sold as new.

We will assess the condition of the item upon receipt. If there is any doubt about the cause or extent of an issue, we reserve the right to carry out further investigation before processing a refund, reduction in value or next steps.

  1. Underwear, Socks and Other Hygiene-Sensitive Items

For items where a legal exception to the right of withdrawal applies for health or hygiene reasons, the right of withdrawal may lapse if the sealed packaging or hygiene seal is broken after delivery.

Depending on the product, this may include:

underwear; intimate apparel; socks; or other items supplied with a hygiene seal for hygiene reasons.

If an item is supplied with a hygiene seal, this seal must not be removed or broken if you wish to return the item.

A sealed hygiene item whose seal has been broken after delivery cannot be accepted for return if the relevant legal exception applies.

  1. Return Costs

The direct cost of returning an item is your responsibility when using your statutory right of withdrawal.

If you have received a faulty, damaged or incorrect item, please contact us before returning it. We recommend sending returns with tracking and keeping your proof of postage; without valid proof of postage, we cannot process a lost return.

  1. Faulty or Incorrect Items

Have you received a faulty, damaged or incorrect item? Please contact us before returning it.

Send us clear photos of the entire item and of the fault, damage or incorrect item. Without clear photos, we cannot assess your claim and cannot process the return or refund.

Once we have reviewed the photos, we will let you know the next steps.

  1. How to Request a Return

You can request a return by contacting us within 14 calendar days of receiving your order via:

support@norajanne.nl OR https://norajanne.nl/account/orders

Please include:

your name; your order number; the item you wish to return; and, if possible, the reason for return.

You may use the model withdrawal form in section 13, but this is not required as long as your request is clear.

After notifying us, you must return the item within 14 calendar days of receipt.

  1. Inspection of Returns

All returns are checked upon receipt.

We check, among other things:

whether the item has been worn; whether it has been washed; whether there are any odours or stains; whether labels and tags are still attached; whether any hygiene seals are intact; whether the item is damaged; and whether it can still be sold as new.

If the condition of the item leads to a reduction in value, this will be determined based on the actual condition and the objectively justified loss of value. This assessment is made solely by us.

  1. Refunds

If your withdrawal is valid, we will refund the amount due using the same payment method as your original order, unless otherwise agreed.

We will refund you within 14 calendar days of being informed of your decision to withdraw. However, we may wait until we have received the item back, or until you have provided proof of return, whichever is earlier.

Once we have received your return, we will carefully check the item for signs of use, damage, stains, odours, missing labels, tags and any seals. The refund will only be processed after this check and once it is confirmed that the return meets our requirements.

If your withdrawal is valid and complete, the original standard delivery costs will also be refunded. Any extra costs for a more expensive delivery option will not be refunded.

If there is a reduction in value due to handling beyond what is necessary to assess the item, the objectively justified reduction may be deducted from your refund.

If an item is returned in a condition that means it has no resale value as a new item, the reduction in value may, in line with applicable law, be up to the full value of the item.

  1. No Direct Exchanges

We do not currently offer direct exchanges.

If you would like a different size or colour, you can return the original item and place a new order if you wish.

  1. Legal Guarantee of Conformity

In addition to your right of withdrawal, you have a legal guarantee of conformity as set out in the Belgian Code of Economic Law. This guarantee is not an automatic right to a refund and is assessed on a case-by-case basis, based on the specific situation and evidence provided. Please contact support@norajanne.nl with a clear description and photos of the issue.

Misuse of this guarantee, repeated unfounded claims or use outside the legal conditions may result in refusal, in accordance with article 2 of our Terms of Service.

  1. Model Withdrawal Form

You only need to complete and return this form if you wish to withdraw from the contract.

To: Nora Janne, support@norajanne.nl

I/we hereby inform you that I/we wish to withdraw from our contract for the sale of the following item:

Ordered on / received on: Name of consumer: Address of consumer: Order number: Signature (only if submitting on paper): Date:

  1. Complaints and Disputes

If you have a complaint, please contact us first at support@norajanne.nl. If we cannot resolve your complaint together, you can use the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/. This policy is governed by Belgian law, without prejudice to any mandatory consumer protection rules that may apply to you.

  1. Contact

If you have any questions about returns, refunds or your legal rights, you can contact us at:

 

Nora Janne

(Company number available on request)

support@norajanne.nl