Frequently Asked Questions (FAQ)

Welcome to Norva Klyne’s FAQ section. Here, you’ll find answers to common questions about our products, policies, and processes. If you need further assistance, feel free to contact us atSupport@norvaklyne.com.

1. Orders & Payments

How do I place an order?

Simply browse our collections, select your preferred items, and add them to your cart. Proceed to checkout, enter your details, and complete your purchase. You’ll receive a confirmation email once your order is placed.

What payment methods do you accept?

We accept major credit and debit cards, PayPal, and other secure payment methods available at checkout.

Can I modify or cancel my order after placing it?

Orders can only be modified or canceled within5 hours of purchase. Since our products are made-to-order, once production begins, changes cannot be made.

2. Shipping & Delivery

Where do you ship?

We ship worldwide! However, some locations may have restrictions due to our fulfillment partners.

How long does shipping take?

Norva Klyne's estimated delivery time (EDT) is our delivery time prediction. We follow a simple equation to calculate EDT:

estimated fulfillment + estimated shipping = estimated delivery time

Our average order fulfillment takes 2–5 business days for all production techniques.

We consider the current order volume and our fulfillment capacity when calculating our estimated fulfillment time. Similarly, we calculate estimated shipping time according to our historical shipping data for deliveries to your area.

But the estimated delivery timeis just an estimate, not a guarantee. Here are some of the reasons why an order might arrive past its EDT:

  • Issues with print or embroidery files
  • Products being out of stock
  • Shipping related delays like failed delivery attempts, service disruptions, or harsh weather conditions

Nonetheless, we work hard to meet our delivery estimates with each order.

If you’re ever in a situation where the EDT has passed, please wait a bit longer. Then, once 5 business days have passed, get in touch with us via email or chat, and we’ll take a look.

How can I track my order?

Once your order is shipped, you’ll receive a tracking number via email.

What if my order is delayed or lost?

If your order has not arrived within the estimated timeframe, please contact us. We will work with our fulfillment partners to resolve the issue.

3. Returns, Refunds & Exchanges

How do I start a return?

You can request a return within 30 days of delivery by contacting us at support@norvaklyne.com. Once approved, we’ll guide you through the return process.

Can I return any item?

No. Items marked as non-returnable are not eligible for returns or refunds.

What condition should my item be in?

Items must be:

  • Unworn and unwashed

  • In original condition

  • With tags and original packaging intact

Returns that do not meet these criteria will not be accepted.

Do I have to pay for return shipping?

In most cases, yes. Return shipping costs are your responsibility unless the return is due to a defect or fulfillment error on our side.

Can I get my refund as store credit?

Yes. During your return request, you can choose to receive your refund as NK Reserve credit for faster reuse on future purchases.

How long does it take to receive my refund?

Refunds are typically processed within 5–7 business days after we receive and inspect your return. Timing may vary based on your payment provider.

What if I received a damaged or incorrect item?

We’ll fix that right away. Contact us at support@norvaklyne.com with your order number and a photo of the issue. We’ll take care of it.

Are shipping fees refundable?

Shipping charges are non-refundable unless your return is due to our error (e.g., incorrect item shipped or manufacturing defect).

4. Products & Sizing

How do I choose the right size?

Each product page includes a detailed size chart. We recommend checking the measurements before purchasing.

Will my item look exactly like the images?

Slight variations in color and print positioning may occur due to different screen settings and the made-to-order process.

How should I care for my Norva Klyne products?

Follow the care instructions provided on each product page to maintain quality and longevity.

5. Privacy & Security

Is my personal information safe?

Yes! We comply with GDPR, POPIA, and other data protection laws to keep your information secure. For more, see ourPrivacy Policy.

Do you use cookies?

Yes, we use cookies to improve your browsing experience. You can manage cookie preferences in your browser. Check ourCookie/Privacy Policy for details.

6. Troubleshooting and Support

I’m having trouble accessing the website. What should I do?

First, check your internet connection. If the issue persists, try clearing your browser cache or using a different browser. If you’re still having trouble, contact our support team for assistance.

I'm having trouble placing an order, what should I do?

If you encounter any technical issues during the ordering process, please try clearing your browser cache or contact our support department for assistance.

What browser is best for viewing your website?

Our website is optimized for the latest versions of popular browsers such as Chrome, Firefox, Safari, and Edge.

What should I do if I encounter a technical issue on the platform?

If you encounter any technical issues, please report them to our support team via email at Support@norvaklyne.com with a description of the problem and any relevant screenshots.

7. NK Reserve Wallet

What is The NK Reserve?

The NK Reserve is your personal store wallet at Norva Klyne. It allows you to earn, store, and redeem credits — including 50% back on qualifying shipping costs — and simplifies future checkouts.

How do I earn NK Reserve credit?

Place an order with a subtotal of R1,400 / $75 or more, and you’ll automatically receive 50% of your shipping fee back as store credit — deposited into your NK Reserve within 24 hours of your order shipping.

Can I add funds to my NK Reserve?

Yes. You can top up your NK Reserve at any time through your account dashboard, making checkout faster and more seamless.

How do I use my NK Reserve balance?

At checkout, your NK Reserve balance will appear as a payment option. Simply log into your account and select it. No codes needed.

Does NK Reserve credit expire?

  • Shipping reward credit expires 30 days after it’s issued.

  • Reloaded funds (that you add manually) do not expire unless otherwise stated.

What happens to my credit if I return an order?

  • If you return your full order, your NK Reserve shipping reward will be revoked. If you’ve already used it, it will be deducted from your refund.

  • If you return part of your order and your subtotal drops below the qualifying threshold (R1,400 / $75), your credit will also be voided.

  • Reloaded funds are unaffected by returns.

Can I transfer or withdraw my Reserve balance?

No. NK Reserve credit is non-transferable and cannot be exchanged for cash. It can only be used for purchases on norvaklyne.com.

How can I check my NK Reserve balance?

Log into your Norva Klyne account and navigate to the Reserve / Wallet section. You’ll see your available balance, transaction history, and expiration dates.

Will I be notified when I receive credit?

Yes. You’ll receive an email confirmation when credit is added to your Reserve — whether from a shipping reward, return refund, or manual top-up.

8. Ship & Save

What counts towards the $75?

Only the total cost of the items in your cart before shipping is added. This is your "Merchandise Subtotal".

When do I get my credit?

We add it to your account within 24 hours of your order shipping. You'll get an email!

How long is the credit good for?

Use it within 30 days of your original order date. After that, it expires.

What if I return something?

 If you return the whole order, the credit is cancelled (or deducted from your refund if used). If you return part of the order and your item subtotal stays at $75+, you keep the credit. If the subtotal drops below $75, the credit is cancelled/deducted. See full policy.

My order came in multiple boxes. How is shipping calculated?

You get 50% back on the total shipping fee you paid for the entire order, no matter how many boxes it came in.

9. Other Questions

Do you offer discounts or promotions?

We occasionally run special promotions. Stay updated by subscribing to our newsletter or following us on social media.

How can I contact you?

For any questions, reach out to us at:
Email: Support@norvaklyne.com