Refund policy
At Norfland, customer satisfaction is very important to us. If you experience any issues with your order, please contact us and we will do our best to resolve the problem as quickly as possible.
By placing an order with Norfland, you agree to the terms outlined in this policy.
Customised Products
All our items are personalised and made to order. Because of this, the products cannot be returned or exchanged once production has started.
Before production begins, you will receive an artwork proof for approval. It is the customer’s responsibility to carefully review the proof and confirm that all details are correct, including spelling, placement, colours and sizes, before approving production.
Orders may only be cancelled before artwork approval and before production begins. Once artwork has been approved and production has started, orders cannot be cancelled due to the personalised nature of the products.
By approving the artwork proof, the customer confirms that all details are correct and authorises Norfland to begin production.
Artwork Approval
Please note that once the embroidery artwork proof has been approved by the customer, the design, layout, colours and proportions are considered confirmed. Norfland cannot accept claims that the digitised embroidery does not match what the customer expected if the approved artwork proof accurately reflects the final design.
Customers are responsible for carefully reviewing the artwork proof before approval to ensure that all details, including the design, spelling, colours and placement, are correct. Colours displayed on screens may vary depending on monitor or device settings, and therefore, the colours of the final embroidered product may differ slightly from those shown in the digital artwork proof.
Faulty Items
If there has been an error on our side, we will resolve the issue as quickly as possible.
This includes situations where:
- the item arrives damaged
- the embroidery is incorrect due to our mistake
- the product received is significantly different from what was ordered
If you believe your item has arrived damaged, you must contact us within 48 hours of delivery and provide multiple photos from different angles showing the item, the packaging and the shipping label.
Claims for damaged items may be refused if the damage appears to have occurred after delivery, as a result of misuse, normal wear and tear, improper care, or intentional damage.
Norfland reserves the right to inspect photographic evidence and assess each claim before approving a replacement.
Order Cancellation
Orders may only be cancelled before they enter production.
Because personalised items are prepared specifically for each customer, orders cannot be cancelled or modified once they have been processed or production has begun.
Please ensure all order details, including sizes, colours and customisation information, are correct before completing your purchase.
Delivery Issues
If your order appears to be significantly delayed or there has been no tracking movement for an extended period, please contact us so we can investigate the issue with the courier.
If a package is confirmed lost in transit and the shipping address provided at checkout was correct, we will arrange a replacement order where appropriate.
Incorrect Information Provided by the Customer
Norfland cannot be held responsible for errors in customisation details provided by the customer, including spelling mistakes, incorrect dates, or incorrect logo files supplied at the time of ordering, once these have been approved for production.
Contact
If you have any questions regarding this policy or your order, please contact us at email: info@norfland.co.uk