Return Policy

Last updated: September 30, 2026

At Nora & Hazel Boston, we do everything we can to keep our customers satisfied. Still, there may be times when you want to return a product. Below, we explain our return policy clearly. We're happy to work with you — if in doubt, please contact us first at info@noraandhazel.com.

1. How We Work

Nora & Hazel Boston operates on a direct-from-supplier model. To reduce waste and our carbon footprint, we do not hold large inventories of our own: items not in stock are shipped directly from our supplier (located in China). This means return shipments must also be sent to our supplier's return address in China.

2. Timeframe and Registration

  • You can register a return within 14 days of receiving the item, via info@noraandhazel.com.
  • A return can only be registered after you have physically received the item.
  • Always include your order number and a valid reason for the return when registering.
  • Once approved, we will provide you with our supplier's return address.

3. Conditions

  • A valid reason for the return is always required.
  • Items must be unused, unwashed, undamaged, and in original condition, with all tags and labels still attached.
  • Trying on is allowed, wearing is not.
  • Sale items cannot be returned without a valid reason.
  • Deliberately ordering multiple sizes with the intent to return part of the order is not permitted.
  • Certain items are excluded from return for hygiene reasons (such as underwear, swimwear, and jewelry), unless unopened and unused.

4. Return Costs and Process

  • Return costs are entirely the customer's responsibility, including international shipping and any customs fees.
  • The item must be returned to our supplier's return address in China.
  • The customer is responsible for shipping, costs, and tracking the return shipment.
  • We always recommend using a shipping method with tracking; without proof of shipment, we cannot process a return.

5. Customer-Friendly Alternative Solution

Because international returns can be costly and time-consuming, we're happy to work with you to find a suitable alternative (such as a partial refund or discount), arranged by mutual agreement via email. Please always contact us first at info@noraandhazel.com before sending anything back.

6. Defective, Incorrect, or Damaged Items

If something is wrong with your order — for example, the size, fit, or quality — please email us within 14 days of receipt with clear photos and a description of the issue. Without photos and a description, we cannot process your claim, and no right to return or refund applies. With this information, we will work to find a suitable solution as quickly as possible.

7. Refunds

A refund can only be issued after the item has been received and approved at the return address in China. Once approved, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs are non-refundable.

8. Cancellations

Orders cannot be canceled once placed and in processing. No refund or chargeback may be opened before the item has actually arrived and been received. If you have a question or issue with your order, please contact us first at info@noraandhazel.com instead of directly filing a chargeback or refund request.

9. Liability

  • We are not responsible for lost packages if tracking shows the item was delivered to the address provided by the customer.
  • An incorrectly provided address is the customer's responsibility.
  • Address errors must be reported within 24 hours of placing the order, via info@noraandhazel.com.