Exchanges & Returns

For an eligible non-personalized item bought online, you may withdraw from the contract without giving a reason within 14 calendar days after you, or a person you nominate other than the carrier, receives it. For goods from one order delivered separately, the period normally starts on receipt of the last item.

Notify us clearly of your decision before the deadline. You can contact us on WhatsApp at +351 962 026 220 and keep a copy of your message. No prior approval is required to exercise a statutory withdrawal right. Send the item back within 14 calendar days after notifying us; contact us for the confirmed return address, not the parcel’s dispatch address.

You may inspect the item as you would in a shop. Handling beyond what is necessary to establish its nature, characteristics and functioning may result in a deduction for diminished value. Original packaging is helpful, but is not a condition for exercising your statutory withdrawal right.

The statutory change-of-mind withdrawal right does not apply to goods made to your specifications or clearly personalized, such as a piece engraved with your chosen name, date or personal message. This exception will be disclosed before an order is placed; it does not apply automatically to every item described as made-to-order.

Check the spelling, dates, initials and other details carefully before confirming personalization. A correctly produced engraving matching the details you supplied is not defective merely because you later prefer different wording. Contact us as soon as possible about changes or cancellation; we will confirm whether production can still be stopped. No additional cancellation or exchange entitlement is promised.

Personalization NEVER removes your legal rights where an item is faulty, damaged, incorrect, or does not match the agreed description or engraving. If we make an engraving error, you retain the applicable legal remedies at no cost.

For a valid statutory withdrawal, we refund the purchase price and the cost of the least expensive standard outbound delivery offered for that order. Any extra cost of a premium delivery option you chose is not refundable under the withdrawal rules.

Refunds are made within 14 calendar days after we receive your withdrawal notice, using the same payment method unless you expressly agree otherwise, without refund fees. We may withhold reimbursement until we receive the goods or proof that they have been sent back, whichever is earlier, unless we offered to collect them.

You bear direct return postage for a change-of-mind return only if you were informed of this before purchase; otherwise it is borne by the seller. Return-cost information must be disclosed before sales open. For a justified lack-of-conformity claim, the seller bears the necessary remedy costs, including transport.

For consumer purchases subject to Portuguese law, the seller is liable for lack of conformity appearing within three years of delivery of new goods. A lack of conformity appearing within the first two years is generally presumed to have existed at delivery, subject to the statutory exceptions. These rights also cover personalized pieces.

Depending on the legal conditions, remedies include repair or replacement free of charge, and a proportionate price reduction or termination of the contract. Repair or replacement must take place within a reasonable time and without significant inconvenience. Where a lack of conformity becomes apparent within 30 days of delivery, Portuguese law also provides a right to immediate replacement or termination.

Contact us with your order reference and a description of the problem. Photos can help assessment, but are not a condition for your legal rights. No short reporting deadline imposed by the store overrides statutory rights. Ordinary wear, accidental damage or misuse are not in themselves a lack of conformity; care advice does not exclude genuine manufacturing defects.

To NORBY ARTE: I hereby notify you that I withdraw from my contract for the following non-personalized goods: [items / order reference]. Ordered on: [date]. Received on: [date]. Consumer name: [name]. Consumer address: [address]. Date: [date]. Signature only if submitted on paper.

This example is optional; any unambiguous statement of withdrawal is sufficient. The seller’s full postal and email details will be added before sales open.

These conditions do not restrict mandatory consumer rights. Portuguese Decree-Law 24/2014 governs distance contracts and withdrawal; Decree-Law 84/2021 governs consumer-goods conformity. Other mandatory consumer protections may apply depending on your habitual residence.

• EU consumer information on returns and guarantees ↗
• Portuguese product-guarantee information ↗