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Terms and Conditions on the Return Policy

We hope you love your purchase but If you wish to make a return you must make contact to arrange a return within 14 days of purchase, furthermore it must be sent back within 14 days of your return request.

When 14 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a refund,  your item/order must arrive back to us in perfect condition, unused, unwashed and in the same condition that you received it, it must also be in the original product packaging and shipping packaging. 

We do not offer refunds based on the below

  • No longer wants the item after the 14 days period
  • Found damages or defects on items that have passed the 14 day period
  • If a returned order arrives in store damaged. Unfortunately we cannot offer a refund. 
  • Furniture items have occurred defects or damages once checked and signed for (only with our personal delivery service)
  • Knew an item was faulty when purchased. (Price-marked offer on product which has been reduced to factor in scratches/dents in the item – This will be agreed on purchase and will be clearly visible to the customer).
  • On hold or being stored by NBC - After the 14 day return period 
  • Damaged an item by trying to repair it and/or getting someone else to do it.
  • Wrong colour or size will not be taken into account  
  • Any personalised items. (Unless the product is fault/broken on delivery).

Customers will be responsible for cost of returning goods unless damaged. 
We recommend tracked shipping and will not be responsible for lost parcels nor be responsible for damaged returns. 

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

If your items arrive damaged, please send images and a short description to 

Please do not dispose of your item unless one of the team have advised you to.

Once notified, You can return your unwanted order to the following office address: 

The Norfolk Bay Company Returns
5 East Lane West Horsley Leatherhead Surrey KT24 6HJ

    Unfortunately we only replace items if they are defective or damaged.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

    If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    Furniture items - Please head to our Furniture policy page for more information 

    Additional non-returnable items

    • Made to order furniture
    • Furniture on hold (being stored by NBC)
    • Gift cards.
      We cannot offer refunds on gift cards or offer returns on any purchases brought with a gift card.
    • Norfolk Bay Home Fragrance Range (Unless Damaged)

      Made to order products.
    • Once a 'made to order' product has been purchased and entered the production stage unfortunately this order cannot be cancelled nor refunded.

      Stored items 

    On some occasions items can be held for a short period of time as a good will gesture however, should you wish to take up this opportunity depending on your current living/moving situation once 14 days has passed the order cannot be amended, altered or discounted. Items can only be returned if faulty or damaged once the 14 day return period has passed. 

    Partial Refunds

    There are certain situations where only partial refunds are granted (if applicable) any item not in its original condition, is damaged or missing parts for reasons not due to our error.

    Once an order has been dispatched or successfully delivered this item cannot be further discounted nor reduced unless faulty or damaged.

     I have sent my items back and awaiting a refund

    If you pay with Shopify payment provider your refund will take on average 3 working days to process - in some cases Paypal may take longer.

    Any item that is returned more than 14 days after delivery Refunds (if applicable) once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 days. Any Late or missing refunds (if applicable) please first contact your bank; it may take some time before your refund is officially posted.

    There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at

    Proof of purchase

    We might in some cases ask the customer for proof of purchase. This could be a sales receipt or other evidence such as a bank statement or packaging.