Refund policy
You have 35 days from delivery to send anything back for a full refund, and returns are free. One window, one rule — whatever your reason.
Our 35 days is more generous than UK consumer law requires, so it already covers the statutory cancellation period. Nothing in this policy limits your legal rights.
Returns are free
A prepaid Royal Mail return label is included in your parcel. If you cannot find it, email support@nortlex.com and we will send another. You will never be charged for return postage, and we do not charge restocking fees. This is the same whichever applies to you — you changed your mind, the size or fit is wrong, or the item arrived faulty or damaged. In every case the return costs you nothing.
Condition of returned items
Try things on at home — that is expected, and it does not affect your return. To be eligible for a refund or an exchange, items must be returned:
- Unworn and unwashed, tried on indoors only
- In their original packaging, undamaged
- With all original tags still attached
- Free of marks, make-up, fragrance, deodorant, pet hair and smoke
Footwear: please try shoes on a carpeted surface and return them in their box. Soles that are scuffed or marked have been worn outside and cannot be resold, so they cannot be accepted.
Swimwear: for hygiene reasons, swimming costumes and bikinis can only be returned with the protective hygiene strip still in place and the original packaging intact. Please try them on over your own underwear.
These conditions do not apply to faulty items — see below.
How to return an item
- Repack the item in its original packaging.
- Attach the prepaid return label included in your parcel.
- Drop it off at any Royal Mail post office or postbox.
- Keep your proof of postage until the refund reaches you.
Return address:
Nortlex Commerce LTD
Unit A2 Electra Park, Electric Avenue, Birmingham, West Midlands, B6 7EB, United Kingdom
Please do not send returns to our registered office in London — it will delay your refund.
When your refund arrives
| Return reaches Birmingham | 2–3 business days after you post it |
|---|---|
| We inspect and refund | Within 5 business days of it reaching us |
| Your bank shows the money | Usually 3–5 business days after that |
Refunds go to the original payment method. We email you the moment the refund is issued, so you are never left guessing.
Exchanges
Yes, we exchange. If the size or the colour is not right, email support@nortlex.com or call +44 121 516 8820 with your order number and what you would like instead. Send the original item back with the prepaid Royal Mail label from your parcel, and we post the replacement as soon as it reaches us.
Exchanges cost you nothing — no return postage, and no charge to send the replacement. They use the same 35-day window and the same condition rules as a refund. If the item you want is out of stock we will tell you and refund you in full instead.
Faulty or incorrect items
If something is wrong — a fault, damage in transit, or the wrong item in the parcel — email support@nortlex.com with your order number and photographs taken in daylight, or call +44 121 516 8820.
We arrange a free return and send a replacement or issue a full refund, whichever you prefer. The condition rules above do not apply here, and your statutory rights in respect of faulty goods are unaffected by anything in this policy.
Normal wear — scuffing, sole wear from use, pilling on knitwear, or creasing from wear — is not a fault.
Cancelling before dispatch
You can cancel your order yourself within 1 hour of placing it. After that hour, call +44 121 516 8820 or email us and we will cancel it, provided it has not been dispatched. Once dispatched, it becomes a return — free, and still within your 35 days.
Contact us
Nortlex Commerce LTD
Email: support@nortlex.com
Phone: +44 121 516 8820
Hours: Monday to Friday, 8:00am–5:00pm UK time