Contact

We are a small team and we read every customer message sent about orders placed through nornelle.com.

Customer Support


Normal response time: within 2 business days, Monday to Friday, excluding public holidays.

If your message is about an order, include your order number whenever possible so we can help you faster.

Seller Identification


Legal name: Álvaro Carcedo

Trading name: Nornelle

Registered address: Calle Baldomero Alonso 14, 33930 Langreo, Asturias, Spain

Website: nornelle.com

Order Status and Tracking


For questions about order status or tracking, include:


Your order number.


The email address used for the order.

You can also check tracking directly at:

If tracking has not changed for 5 business days, contact us so we can review the shipment.

Returns and Refunds


For a return or refund request, include:


Your order number.


The email address used for the order.


The reason for the request.


Photos or video where relevant.

Standard change-of-mind returns are covered by our 30 day commercial return guarantee. Full conditions are available in our Return & Refund Policy.

Damaged, Defective or Incorrect Items


If an item arrives damaged, defective, broken or incorrect, include:


Your order number.


Clear photos of the product.


A short video where useful to show the issue.


A photo of the packaging or shipping label where relevant.

We will review the information and arrange the appropriate next step. For a reasonably verified damaged, defective or incorrect item, we will not require you to bear the normal return shipping cost.

Order Changes or Cancellations


If you need to change or cancel an order, contact us as soon as possible and include your order number.

If the order has not shipped, we will cancel it and issue a full refund to the original payment method once cancellation is confirmed.

If the order has already shipped, it normally cannot be cancelled at that stage. Once delivered, the return procedure in our Return & Refund Policy applies.

Privacy Requests


For privacy related requests, email nornelle.shop@gmail.com and explain which privacy right or concern you want us to review.

We may ask for reasonable information to verify your identity before processing the request.

Product Safety Concerns

  • For a product safety concern, include:
  • Product name.
  • Order number where available.
  • A clear description of the issue.
  • Photos or video where relevant.

Complaints


If you have a complaint, contact nornelle.shop@gmail.com. We aim to acknowledge ordinary enquiries within 2 business days and to address ordinary complaints within 5 business days where reasonably possible.

You may also have the right to contact the relevant consumer protection, dispute resolution or supervisory authority in your jurisdiction.

Postal Address


Álvaro Carcedo

Calle Baldomero Alonso 14

33930 Langreo, Asturias

Spain