Returns Policy

Terms and Conditions on the Return Policy

We hope you love your products but If you wish to make a return we must receive it back within 14 days from your return confirmation. Furthermore, you must make contact within 14 days of the receipt being processed.

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

To be eligible for a return, your item must be unused and in the same condition that you received it, it must also be in the original packaging.

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. You can return your good to the following office address: 

The Norfolk Bay Company Returns
18 Denny's Walk
Kings Lynn

We do not offer refunds based on the below:

  • 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).
  • Damaged an item by trying to repair it and/or getting someone else to do it.
  • No longer wants the item. (Wrong colour or size will not be taken into account).
  • Any personalised items. (Unless the product is fault/broken on delivery).

Sale & outlet Item Purchases

Sale or outlet items cannot be refunded.

Exchanges (if applicable) we only replace items if they are defective or damaged.

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

Additional non-returnable items

  • 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)


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.


I have sent my items back and awaiting a refund

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.