FAQ
Quick answers about ordering, delivery, payment and returns
Ordering
How do I place an order?
Choose your product, select the size or option you want, add it to your basket and go to checkout. As soon as your payment is accepted, we email you an order confirmation – usually within a few minutes.
Can I change or cancel my order?
Yes, as long as it has not been dispatched. Email contact@norvalia.shop with your order number as soon as possible and we will update or cancel it free of charge.
Will I get a receipt?
Yes. A receipt with your order details is emailed to you when your order is dispatched. Norvalia is not VAT-registered, so no VAT is charged or shown.
Are your products new?
Yes. Every product we sell is brand new and supplied in its original packaging.
Delivery
Where do you deliver?
We deliver to every address in the United Kingdom, including the Scottish Highlands, the Scottish Islands and Northern Ireland. We do not deliver outside the UK.
Is delivery really free?
Yes. Standard delivery is free on every UK order, with no minimum spend and no extra charges at checkout.
How long will my order take?
We prepare and dispatch orders within 1–2 business days (orders placed after 2:00 PM UK time, at weekends or on bank holidays are processed the next business day). Delivery then takes 2–5 business days, so allow 3–7 business days in total.
How will my garden building be delivered?
Garden buildings are delivered in flat-pack kit form by our specialist pallet delivery partner. They will contact you to confirm your delivery day, and the driver will unload at the kerbside or nearest safe, accessible point. Please arrange help to carry the parts into your garden. Smaller items such as planters are delivered to your door by tracked parcel courier.
How can I track my order?
When your order is dispatched, we email you a tracking number and a link to the carrier's tracking page. Tracking usually becomes active within 24 hours. You can also use our Track Your Order page.
What if my parcel is lost?
If tracking has not updated for 5 business days, or your order has not arrived 10 business days after dispatch, contact us. Once the carrier confirms it is lost, we send a free replacement or give you a full refund.
Payment
Which payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay and Google Pay, all processed securely by Stripe.
Is it safe to pay on your website?
Yes. Every page is protected by 256-bit SSL encryption and payments are handled by Stripe, which holds the highest level of payment security certification (PCI DSS Level 1). We never see or store your full card details.
When will I be charged?
You are charged once, when you place your order. There are no pre-authorisations, split payments or hidden fees.
Returns and Exchanges
How long do I have to return something?
You can request a return within 30 days of delivery for any reason, as long as the item is unused, unassembled and in its original condition and packaging.
How do I return an item?
Email contact@norvalia.shop or call +447552478089 with your order number and reason for returning. Once your return is authorised, we email you a free prepaid tracked label for small items, or arrange a free collection for garden buildings.
Do returns cost anything?
No. Returns are always free, whatever the reason – we cover the cost of the label or collection.
Can I exchange an item?
Yes, within 30 days of delivery for unused, unassembled items in their original packaging, subject to availability. If the item you want is unavailable, we will refund you instead.
How long does a refund take?
Once we have received and inspected your return, approved refunds are issued within 10 days to your original payment method.
What if my order arrives damaged or with parts missing?
Contact us within 48 hours of delivery with your order number and photos. We will send replacement parts or a replacement product, or give you a refund.
Our Products
Where do your products come from?
Norvalia is an independent UK retailer. We buy our garden cabins, arbours and raised planters from trusted UK and European manufacturers and resell them. We do not manufacture products or own any factories.
Do your products have a warranty?
Where a manufacturer provides a warranty, it is shown on the product page. You are also always protected by your statutory rights under the Consumer Rights Act 2015.
Still Have a Question?
You can reach our customer service team using the details below. We usually reply within 24 hours on business days.
• Email: contact@norvalia.shop
• Phone: +447552478089
• Opening hours: Monday to Friday, 9:00 AM – 6:00 PM (UK time)
• Business address: Norvalia, 74 North Western Street, Manchester M12 6DX, United Kingdom (correspondence address only – not a shop or showroom)