Write to Norvera Parlor

There is no ticket queue here – one email address and one phone number, both answered by the people who actually pack the parcels. Expect a reply inside one business day.

This is an online-only retailer. There is no showroom for customers to visit – the address given is the business and order fulfilment address where orders are packed and returns are received.

What to send us

• About an existing order: your Order ID and the order email you used. With those two we can find anything.
• Damaged, wrong or incomplete parcel: Order ID plus photographs of the parcel and its contents, within 48 hours of delivery. An unboxing video helps and is strongly recommended.
• Return request: Order ID and which piece you want to return, within 10 days of delivery.
• Cancellation: Order ID, as early as you can – free of charge at any point before dispatch.
• Before you buy: tell us what you need it for and we can help you compare it with the specifications listed on the product page.
• Privacy request or complaint: [email protected] with your Order ID – see the Privacy policy.

Before you buy a candle or mirror

For mirrors, the wall counts as much as the mirror – a large glass panel needs a solid fixing point, not plasterboard alone. For candles the usual question is burn time, which varies with the room and is stated as an estimate only.

What we can and cannot do

What is within our reach: parcel status, returns, address corrections before dispatch, and anything the listing confirms about a piece. What is not: a guaranteed delivery date, or a specification that the product page does not state.

Tracking an order yourself

Use the Track your order page with your Order ID and order email. The courier tracking number is separate and arrives by email once the parcel leaves Thane.

Complaints

If something has gone wrong and the first answer did not resolve it, say so in the same email thread rather than starting a new one. The whole history stays together that way and it is dealt with by the person running the shop.

Wholesale and bulk enquiries

For quantities beyond what the product pages list, write to [email protected] with the item and the quantity. We will tell you what we can actually supply rather than quote on something we cannot get.