If you have a question about your package, we’ve put together a list of frequently asked questions below. We hope one of them helps! If not, please 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 and are willing to help us make a difference.
As soon as your order has been shipped, you will receive a tracking number that you can use to track your package online on our tracking page. Also check your spam folder, as our emails may sometimes end up there. Please 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 products you ordered may come from different suppliers. If you order several products from us at the same time, they may not be delivered simultaneously. Don’t worry, your order is on its way. The rest of your order will generally be delivered within 1 to 3 business days.
Unfortunately, your order may sometimes be damaged during delivery. As a customer, there is nothing you can do to prevent 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 sending us photos first. Otherwise, we may 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’re sorry this happened. Have you checked the Track & Trace code? Sometimes packages are held by customs. If this is the case, please wait another 3 days. We apologize for the inconvenience, but in 99% of cases, the package is still delivered. Have you waited 10 business days plus 3 additional days? Then please contact us, and we’ll 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 after your order has been processed.
We want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, please contact us within 30 days of receiving it to arrange a refund or exchange.
We accept all major credit cards, Apple Pay, iDEAL, and PayPal.
Our customer service team can be reached by email. You can contact us by email at info@shopnorlume.com. You can also find our contact details on the "Contact" page of our website.
