1. General Information
What is Norvale Studio？
We are an independent brand focused on creating handcrafted umbrellas and umbrella accessories. Each piece is carefully prepared after an order is placed, allowing us to pay close attention to quality, materials, and small details.
Instead of mass production, we believe in making practical items that are thoughtfully designed and built to last. Our goal is to bring simple, well-crafted umbrella essentials to customers who appreciate craftsmanship.
Are product photos accurate？
All photos represent the actual product, but colors may appear slightly different due to variations in screen settings. Although rare, errors may occur in product details, such as price, images, or descriptions. If this happens, Norvale Studio will correct the information and reserves the right to cancel any orders placed under those conditions.
2. Ordering & Payment
What payment methods are accepted?
Currently, we only accept payments through PayPal. To pay in this way, you must have or create a Paypal account. By selecting this payment method, you will be redirected to the Paypal page where you must log in or create an account to confirm the payment.
Is payment secure?
All payments are encrypted and processed via certified, PCI-compliant providers. Norvale Studio never stores full card details.
What currencies can I pay in?
All prices are displayed in US Dollars (USD), and all payments are processed in USD as well. For international orders, your bank or payment provider will convert the amount based on the current exchange rate, and may charge a conversion fee.
Can I change or cancel my order after placing it?
Your order can be canceled within 24 hours of payment. After that, production begins and cancellations are no longer accepted, also you will receive an email notification.
If you need to update your delivery address after the order has shipped, the shipping company may apply a fee, which will be the customer’s responsibility. For any changes, please contact us immediately with your order number.
3. Shipping & Delivery
Do you ship internationally?
We ship across Europe, America, Asia, Oceania with fast and tracked courier services. Delivery times may vary slightly depending on your location and local postal services.
What are the delivery times and shipping costs?
Standard Shipping
Estimated delivery: 15–20 business days.
Shipping cost: Free.
Expedited Shipping
Estimated delivery: 10-15business days.
Shipping cost: $10 USD.
Will I pay customs duties or taxes?
Orders may be subject to customs duties or local taxes, in accordance with the regulations of the destination country. Any such charges are the sole responsibility of the customer.
How can I track my order?
Once shipped, you will receive a tracking link by email to track your delivery details.
What if my order is delayed?
Check your tracking link for updates. If the estimated delivery date has passed, contact us for assistance.
What happens if my order is lost?
If your order is lost by the carrier, please contact us with your order number. We will open an investigation with the carrier, and once officially confirmed, arrange either a replacement or a refund.
What happens if my order arrives damaged?
If your parcel or products arrive damaged, please send us clear photos of the packaging and items within 48 hours of delivery. Our support team will carefully review your case and assist you with priority, ensuring the best possible solution for you.
4. Returns & Refunds
What is the return policy?
As our products are made to order, we generally do not accept returns unless the item arrives damaged or defective. Norvale studio will cover all return costs.
Please note that Norvale studio cannot refund an amount higher than what was originally paid to us.
How do I request a refund?
Contact us with your order number and reason. We’ll reply with step-by-step instructions.
How long do refunds take?
Refunds are issued after the returned product has been inspected. They are issued back to the original payment method, it may take a few days for the refund to appear in your account, depending on your bank’s processing times.
Do you refund customs duties or taxes on returns?
Customs duties and taxes are applied by the destination country’s customs authorities directly to the customer. As these are legal charges, they cannot be refunded or covered by Norvale studio.
5. Account & Membership
How do I create a Norvale studio account?
Click “Register” on our site, enter your details, and confirm by email.
In this case, your Norvale studio account will be registered with the email associated with that service, and your access will always be validated through it.
Do I need an account to order?
Guest checkout is available, but an account is recommended for order tracking, returns, and rewards.
How do I delete my account and personal data?
Submit a GDPR request and contact us. We’ll verify and process the deletion.
6. Security, Privacy & Ethics
Is shopping on Norvale studio safe?
Our site uses HTTPS encryption, fraud protection, and secure payment gateways.
Do you comply with GDPR?
Customers can access, modify, or delete their data according to GDPR rights.
7. Customer Support
What is the return policy?
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
Are any purchases final sale?
We are unable to accept returns on certain items. These will be carefully marked before purchase.