Hassle-free returns.
Our return policy
We want you to love your Narovella shoes. If they're not quite right, you have 30 days from the date of delivery to return them for a full refund or exchange. No questions, no fuss.
Return period: 30 days from the date your order was delivered. Items must be unworn, in their original condition, and in the original packaging (including the shoe box).
How to start a return
Returning your order is simple. Follow these steps:
- Email us at hello@narovella.com with your order number, the item(s) you'd like to return, and the reason for the return.
- Receive your return label — we'll send you a prepaid Royal Mail return label within one business day.
- Pack your items — place the shoes back in their original box and packaging. Attach the return label to the outer parcel.
- Drop off your parcel at any Royal Mail post office or collection point. Keep your proof of postage.
- Refund processed — once we receive and inspect your return, your refund will be issued within 3–5 business days.
Return circumstances
We handle different return scenarios as follows:
| Circumstance | Eligible? | Return Shipping | Timeframe |
|---|---|---|---|
| Change of mind | Yes — within 30 days | Free (prepaid label provided) | Refund within 3–5 business days |
| Wrong size | Yes — exchange or refund | Free (prepaid label provided) | Exchange shipped within 1–2 business days of receipt |
| Faulty item | Yes — no time limit | Free (prepaid label provided) | Replacement or refund within 2 business days of receipt |
| Damaged in transit | Yes — report within 48 hours | Free (collection arranged) | Replacement dispatched immediately |
| Wrong product received | Yes — report within 48 hours | Free (collection arranged) | Correct item dispatched immediately |
Exchanges
If you'd like to swap your shoes for a different size or style, simply mention this when you email us to start your return. We'll reserve the new item for you and dispatch it as soon as we receive your return — usually within 1–2 business days.
If there's a price difference, we'll either charge the difference or issue a partial refund to your original payment method.
Refund details
Method of Refund
All refunds are issued to your original payment method. If you paid by credit or debit card, the refund will appear on your statement within 3–5 business days after we process the return. PayPal refunds are typically faster — usually within 1–2 business days.
Refund Processing Time
- Return received & inspected: 1 business day
- Refund issued to payment provider: 1–2 business days
- Refund appears on your statement: 1–5 business days (depends on your bank)
- Total time from return receipt to refund: typically 3–5 business days
What We Refund
We refund the full purchase price of the item(s) returned. Original shipping costs (if applicable) are refunded only if the return is due to a fault, damage, or error on our part.
Items that cannot be returned
To keep things fair for everyone, we cannot accept returns on:
- Items that have been worn outdoors or show signs of use
- Items without their original packaging or shoe box
- Items returned after the 30-day return window (unless faulty)
If you're unsure whether your item is eligible, please get in touch — we're always happy to help.
Need Help?
For any returns queries, email us at hello@narovella.com or use our contact form. We aim to respond within one business day, Monday to Friday, 9am–5pm GMT.