If you have a question about your package, we have compiled a list of frequently asked questions below. Hopefully, one of them will help you! If not, feel free to contact us!
The average delivery time for our packages is 5 to 10 business days. We are a company that cares about the environment and wants to do its part to make the world a better place. Once we reach our minimum order quantity, we will ship all orders at once. We hope you understand this and are willing to help us make a difference.
As soon as your order has been shipped, you will receive a tracking number that allows you to track your package online on our tracking page. Please also check your spam folder, as our emails can sometimes end up there. Note that it may take a few business days for the track & trace system to become active.
Some orders are shipped in separate packages due to weight restrictions. To ensure product quality, the items you ordered may come from different suppliers. If you order multiple products from us at the same time, it is possible that they will not be delivered simultaneously. Don’t worry, your order is on its way. The rest of your order is usually delivered within 1 to 3 business days.
Unfortunately, it can happen that your order is damaged during delivery. As a customer, you cannot change this. In this case, please contact our customer service immediately by email at info@norlume.de. Please attach photos of the damage to your email. Do not return the item without first sending photos. Otherwise, we will unfortunately not be able to find a suitable solution for you. Our customer service team will process your message as quickly as possible and work with you to find the best solution.
We are sorry that this has happened. Have you checked the Track & Trace code? Sometimes packages are held up by customs. Please wait an additional 3 days in this case. We apologize for the inconvenience, but in 99% of cases, the package is still delivered. Have you waited 10 business days plus 3 more days? Then please contact us, and we will find a solution together.
We understand that plans can change. If you need to cancel or modify your order, please contact us as soon as possible. We will do our best to accommodate your request, but please note that we cannot guarantee changes once your order has been processed.
We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please contact us within 30 days of receiving your order to arrange a refund or exchange.
We accept all major credit cards, Apple Pay, iDEAL, and PayPal.
Our customer service team is available by email. You can contact us by email at info@shopnorlume.com. You can also find our contact details on the "Contact" page on our website.
