Shipping & Returns
At Norillo we work to make sure your delivery is always safe, fast and hassle-free. Here you will find all the information about our shipping terms, returns handling and what applies if something does not go as planned.
Important information about delivery times
Because of the ongoing conflict in the Middle East, international transport and logistics flows are currently being affected.
Several important transport routes, particularly in the area around the Persian Gulf, have been restricted for safety reasons. This has led to the following:
- some sea and air shipments have been delayed or rerouted
- deliveries need to take longer routes than normal
- temporary delays and increased pressure are occurring across the logistics chain
Current delivery time is approximately 7-11 working days, and in isolated cases minor additional delays may occur.
In addition, our logistics partners have sharply increased their transport costs as a result of rising fuel prices. To avoid having to raise our product prices by up to 20-30%, we have chosen a more cost-effective and, at the same time, more climate-friendly delivery solution. This may affect delivery time slightly, but it means we can continue to offer competitive prices.
We work continuously with our logistics partners to minimise any delays and to make sure your order is delivered as quickly as possible. Thank you for your understanding.
Shipping information
Deliveries & handling
The majority of our orders are shipped from our warehouse with the greatest care.
Standard delivery time: 3-5 working days
In the event of temporary stock shortages, items may be shipped from our international warehouse, which can mean a delivery time of up to 10 working days
Please note: If your order is shipped from our international warehouse, you as the customer are legally the importer. This means that import VAT and any duties or fees may be added on top of the price shown on Norillo.com. These are handled by the relevant customs authority and carrier in accordance with the applicable rules.
Order handling
We normally process your order within 2-4 working days of order confirmation.
During promotions and holidays, handling time may be slightly longer.
Parcels are shipped Monday to Friday (excluding public holidays).
Delivery address
It is the customer's responsibility to provide the correct delivery address.
Incorrect or incomplete details can cause delays.
Contact us immediately at info@norillo.se if you spot an error after placing your order - we will do our best to correct it before the parcel leaves the warehouse.
Delivery method
Smaller parcels are delivered directly to your letterbox or door.
If this is not possible, the parcel is delivered to your nearest collection point. You will then receive a notification with collection details.
Returns
We always offer 365-day returns on most of our products (excluding hygiene products).
You have the right to change your mind about your purchase within this period - without having to give a reason.
Return conditions
When making a return, you must always contact us by email first so that we can start the returns process. Once your return is approved, simply send it back to us and we will share the return instructions.
⚠️ If you have not received approval for a return from us, we are unfortunately unable to accept your return.
For a return to be approved, the following conditions apply:
The product is in unused condition
- We accept returns whether the product is defective (damaged/faulty) or in perfect condition.
The original packaging, accessories and any documentation are included
The return is made within 365 days of receipt
The customer covers the return shipping
Returns process
Send an email to info@norillo.se with your order number
Briefly describe why you wish to return the product
We will send you clear return instructions
Send the product back to us - we recommend using tracked shipping
- Please note that you as the customer cover the return shipping.
- Once we have received the return, the refund process starts immediately. If/when the return is accepted, you will receive an email with a refund notification and the money should appear in your account again within 5 banking days.
Track your order
You can follow your parcel via our tracking service on Norillo.com by entering your order number and email address.
Delayed or missing deliveries
If your parcel has not arrived within the stated time:
Check the status via our tracking page
Contact us at info@norillo.se if you see any discrepancies or if the parcel is not updating
We investigate every case together with the carrier. An investigation can take up to 14 working days. We will keep you updated and offer compensation or a refund where needed.
Incorrect delivery information
If a parcel is returned to our warehouse because of incorrect address details from the customer, we offer:
A new delivery for a new shipping charge, or
A full refund excluding the shipping cost
Complaints
If an item is defective or damaged on delivery:
Contact us as soon as possible
Attach photos and a short description of the fault
If the complaint is approved, we cover the shipping and send a new product or offer a refund
Refunds
Once we have received and approved your return:
The refund is made to the same payment method used for the purchase
Processing time: up to 14 working days
Additional bank processing time may apply
Uncollected parcels
If a parcel is not collected and is returned to our warehouse, we charge a fee of £15 to cover shipping and handling costs.
Need help?
Our customer service team is here for you.
📩 info@norillo.se
(We always reply within 24 hours)
