FAQ

How can I contact your customer service team?

Our customer service team is available Monday to Friday (excluding public holidays) from 09:00 to 18:00 (CET).
You can contact us via email at support@niora.co.uk .
We also have a contact form available on our website.

How quickly can you answer my question?

We respond to all messages and emails in the order they are received, usually within 24 hours on business days.

Can I change the delivery address after I have placed my order?

We can only make changes to the delivery address if the order has not yet been shipped.
If you would like to update your delivery address, please contact us within 24 hours of placing your order. support@niora.co.uk or by phone.
Once the order has been sent, it is no longer possible to change the address.

When will I receive my order?

Below you will find estimated delivery times for all packages within the United Kingdom:

Order deadline: 12:00 AM GMT. Orders placed after this time will be processed the next business day.
Processing time: 1 to 5 business days (Monday–Friday).
Transport time: 1 to 5 working days (Monday–Friday).
Estimated delivery time: 2 to 10 business days.

Which transport companies do you use?

We work with reputable carriers for deliveries within the United Kingdom, including:

Royal Mail

How can I track my order?

Once your order has been shipped, you will receive an email with tracking information (if available). You can also track your order via our Track My Order -page.

Why is my tracking number not working?

Tracking numbers may take 24-48 hours to become active after shipping. If the tracking does not update after this time, please contact us at support@niora.co.uk .

Sold out items

If an item is out of stock after you have placed your order, we will notify you via email. If the item cannot be restocked within a reasonable time, a full refund will be issued.

I have received a damaged or incorrect item – what do I do?

If your order arrives damaged or incorrect, please contact us immediately at support@niora.co.uk . We will assess the matter and arrange a replacement or refund as quickly as possible.

How do I return an item?

Contact us:
Send an email to customer service at support@niora.co.uk with your order number and the reason for the return.

Pack the item:
Pack the item securely in the original packaging, including all accessories, labels and documentation.

Return the item:
Follow the return instructions you receive from customer service after your return request is approved.

Who pays the return shipping?

Defective or incorrectly delivered goods: We cover the costs of return shipping.
Return by reorder: The customer is responsible for return shipping.

How long is the return period?

You have a 14-day right of return from the day you receive your order, in accordance with Norwegian consumer legislation.

What condition must the goods be in to be returned?

The items must be unused and in original condition.
Returned in the original packaging.
Items with obvious wear, damage or missing parts that are not due to our fault cannot be returned.
Returns requested after 14 days from delivery cannot be accepted.

Do you charge a return fee?

No, we do not charge any return fees.

When will I receive my refund?

Once we have received and inspected the return, you will be notified of approval.
Approved refunds are processed within 7-10 business days to the original payment method.
It may take additional time for your bank or payment provider to post the refund.

What if the refund is delayed?

If you have not received your refund after 10 business days, please check your bank account. If the refund is still not visible, please contact us at We will respond within 24 business hours.

Contact information

Store name: Niora
Email: support@niora.co.uk

Customer service opening hours:
Monday - Friday: 09:00 - 18:00 GMT

We endeavor to answer e-mails within 24 hours (Monday–Friday). Messages received at the weekend will be answered the next working day.

FAQ