Refund policy

Return & Refund Policy

We want you to be happy with your Nordstar purchase. If something isn't right, we're here to help.

30-Day Returns

Nordstar offers a 30-day return period, meaning you can request a return within 30 days of receiving your item.

To be eligible for a return under our 30-day returns policy, the item should be in the same condition in which you received it, unused and with any original tags and packaging where applicable. You'll also need your order details or other proof of purchase.

To request a return, please contact us at nordstarshop@gmail.com.

Please do not send an item back before contacting us. Once your return has been approved, we'll provide instructions on how and where the item should be returned.

Damaged, Faulty or Incorrect Items

Please check your order when it arrives and contact us as soon as possible if an item is damaged, faulty, defective or you have received the wrong product.
We'll review the issue and work with you to put things right.
Nothing in this policy affects your statutory rights. Under UK consumer law, goods must be as described, of satisfactory quality and fit for purpose.

Exceptions & Non-Returnable Items

Certain products may not be eligible for return, including personalised or custom-made products, perishable goods and certain sealed products where returning them would not be appropriate for health or hygiene reasons once the seal has been broken.

If you're unsure whether your item can be returned, please contact us before sending anything back.

This does not affect your legal rights where an item is faulty, damaged, not as described or otherwise does not meet your statutory rights.

Sale Items

Your statutory rights also apply to products purchased in a sale. A reduced price does not remove your rights where goods are faulty, not as described or otherwise fail to meet the required standards.

Exchanges

If you'd like a different product, please contact us. Where appropriate, the simplest option may be to return the original item and place a separate order for the replacement once the return has been accepted.

UK Cancellation Rights

For most goods purchased online, UK consumers have the legal right to cancel their order within 14 days of receiving the goods, without having to provide a reason.

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods. Certain products are excluded from this cancellation right, including some personalised, perishable and hygiene-sensitive goods.

These statutory cancellation rights are separate from Nordstar's 30-day returns policy.

Refunds

Once we've received and assessed your return, we'll let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method. Please allow additional time for your bank, card provider or payment service to process the refund after it has been issued.

Where statutory cancellation rights apply, we will issue your refund within 14 days of receiving the returned goods, or within 14 days of receiving evidence that you have returned them where applicable.

Where standard delivery is provided free of charge, there is no separate standard delivery fee to refund.

Where a customer has paid for standard delivery and statutory cancellation rights apply, the standard delivery charge will be refunded.

If a customer chooses a more expensive delivery option, we are only required to refund up to the cost of the standard delivery option, in accordance with UK consumer law.

Return Postage

Return postage arrangements may depend on the reason for the return and the product involved. We'll provide the appropriate return instructions when you contact us.

Where an item is faulty, damaged or incorrect, we'll handle the return in accordance with your applicable consumer rights.