Returns & Refunds

We want you to love your NAROVELLA shoes. If for any reason you are not completely satisfied with your purchase, we offer a straightforward 30-day return policy. Returns are accepted within 30 days of the delivery date, provided the items are in their original, unworn condition with all tags attached and in the original packaging.

To begin a return, please contact our customer service team at hello@narovella.com with your order number and the reason for your return. Our team will provide you with return instructions and a return authorisation number within one business day. Please do not send items back without first receiving a return authorisation — unauthorised returns may not be processed.

Once your return is authorised, securely package the item(s) and include your order number inside the parcel. Ship the return to the address provided by our team. We recommend using a trackable shipping method, as we cannot be responsible for items lost in return transit.

Return shipping costs are the responsibility of the customer, except in cases where the item received was defective, damaged, or incorrect. In those cases, we will provide a prepaid return label at no cost to you. We recommend retaining your return shipping receipt until your refund has been processed.

Once we receive and inspect your returned item(s), we will notify you by email of the approval or rejection of your refund. Approved refunds are processed to your original payment method within 5–10 business days. Please note that your bank or payment provider may require additional time to post the credit to your account.

We are happy to exchange items for a different size or colour, subject to availability. To request an exchange, please follow the same process as a return and indicate your preferred replacement in your initial email. Exchanges are processed as a new order once the original item has been received and inspected. If the requested exchange item is unavailable, a full refund will be issued.

If you receive an item that is defective, damaged, or different from what you ordered, please contact us within 7 days of delivery with photographs of the issue. We will arrange a replacement or full refund at no additional cost to you, including return shipping.