Return and Refund Policy
Nora & James – Toronto
Last updated: January 9, 2025
Overview
At Nora & James, your satisfaction is our priority. We offer a 30-day return policy from the date your order is delivered (not the purchase date). To be eligible for a return, you'll need your receipt or proof of purchase.
Please note that return shipping costs are the responsibility of the customer. We do not offer free returns at this time.
Non-Returnable Items
Health and beauty products cannot be returned due to hygiene and safety regulations. We encourage you to review product details carefully before purchasing these items.
Return Eligibility
You may return your purchase within 30 days of delivery if the following conditions are met:
- The product remains in its original packaging with all parts and components included
- The item is in the same condition as when you received it (normal handling expected)
- Hygienic products have been cleaned thoroughly before return
- Defective or damaged products are reported immediately upon receipt
Important: We reserve the right to charge return shipping costs. Breakage caused by careless handling is not eligible for return.
How to Initiate a Return
To start your return, please email us at support@norajamestoronto.com with the following information:
- Your order number
- Reason for the return
- Photos of the product (if damaged or defective)
- Your full name
- Your shipping address
Processing Time: We'll review your request and respond within 7 business days with a return authorization and the correct return address.
⚠️ Important: Do not send returns to the original sender's address. Wait for our confirmation email with the proper return address. Return shipping costs are your responsibility.
Cancellation Policy
Right of Cancellation
You have 14 days from the date you receive your order to cancel your purchase.
Please Note: Due to our automated fulfillment system, orders are processed and shipped immediately upon placement. We cannot halt shipments once they've been dispatched.
How to Cancel Your Order
If your order has not yet shipped:
Contact us immediately at support@norajamestoronto.com. We'll do our best to stop the shipment, though this cannot be guaranteed.
If your order is in transit:
Cancellation is not possible while the package is en route. Please wait to receive your goods, then follow our standard return process. You may notify us in advance of your intent to return for faster processing.
If your order has been delivered:
Follow the return instructions above within 30 days of delivery.
Transit Considerations
Some of our products ship from international locations, which means transit times may vary and are beyond our control. If your order is already in transit, please allow it to be delivered before initiating a return.
Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved:
- Refunds will be processed within 14 days of receiving the returned goods
- Payment will be refunded using your original payment method
- Delivery charges are non-refundable (including any premium shipping fees you selected)
- No fees will be charged for the refund itself
Processing Time: Please allow 5–10 business days for the refund to appear in your account, depending on your financial institution.
Defective or Damaged Items
If you receive a defective or damaged product, please contact us immediately at support@norajamestoronto.com with:
- Your order number
- Clear photos of the defect or damage
- Description of the issue
We'll work with you to arrange a replacement or full refund, including return shipping costs for verified defects.
Important Reminders
- The 30-day return window starts on your delivery date, not your purchase date
- Return shipping costs are the customer's responsibility unless the item is defective
- Always wait for our return authorization before sending items back
- Keep your tracking number as proof of return shipment
Contact Us
Have questions about returns or refunds? We're here to help.
Email: support@norajamestoronto.com
Website: norajamestoronto.com
We typically respond within 24 hours during business days.
