FAQ
🚚 Shipping
How long will my order take to arrive?▼
Orders are processed within 2–3 business days (Monday to Friday). Transit then takes 3–10 business days, for a total delivery time of 5–13 business days. You'll receive a tracking number by email as soon as your order ships. More details in our Shipping Policy.
Is shipping free?▼
Yes. Shipping is free on all orders to Canada, with no minimum purchase.
Will I pay customs duties or import fees?▼
No. Orders are delivered with duties paid, so there are no customs duties or import fees to pay on delivery.
Where do you ship to?▼
We currently ship to addresses in Canada. We don't deliver to PO boxes.
Can I track my order?▼
Yes. We email you the tracking number as soon as your parcel ships. You can also check it on Track My Order.
↩️ Returns and refunds
Can I return an item?▼
Yes. You have 30 days from the day your order arrives to request a return. The item must be unworn, unwashed, with tags attached and in its original packaging.
When will I get my refund?▼
Once we have received and inspected the item, we process your refund within 5–10 business days to the payment method you used.
Do you offer exchanges?▼
We recommend returning the item for a refund and placing a new order in the size or colour you'd like.
💳 Orders and payment
How do I place an order?▼
Choose your size, add the item to your cart and complete checkout. You'll receive a confirmation email with your order summary.
Can I change or cancel my order?▼
Yes, as long as it hasn't shipped yet. Email us as soon as possible at info@noravancouver.com with your order number.
Which payment methods do you accept?▼
We accept American Express, Visa, Mastercard, Maestro, Apple Pay and Google Pay. The available methods are always shown at checkout.
Is it safe to pay in your store?▼
Yes. Payment is made over an encrypted (SSL) connection and we don't store your card details on our servers.
Which currency are your prices in?▼
All prices are shown in Canadian dollars (CAD). Any applicable taxes are shown at checkout before you pay.
👗 Products and sizing
What sizes do you offer?▼
We offer sizes XS to XL. Each product page includes a size chart in centimetres.
How do I know which size to choose?▼
Compare the size chart with a garment you already own that fits you well. If you're between two sizes, we recommend choosing the larger one.
How should I care for my jacket?▼
Please follow the care label on your jacket. For most of our puffer jackets we recommend a cold gentle cycle, closing all zips first, and drying flat or on a low tumble setting.
💬 Customer service
How do I contact you?▼
Email us at info@noravancouver.com or call us at +1 778 819 8166, Monday to Friday, 9:00 AM – 6:00 PM (PT).
How quickly do you reply?▼
We reply to all messages within 24–48 business hours.
Contact information
Store name: Nora Vancouver
Company name: L.M. E-Com
Address: Binsigweg 84, Dittelbrunn, Bavaria, 97456, Germany
Warehouse address: 3955 W Broadway, Vancouver, BC V6R 2C2, Canada
Phone: +1 778 819 8166
Email: info@noravancouver.com
Monday to Friday: 9:00 AM – 6:00 PM (PT) · Saturday and Sunday: Closed · Reply within 24–48 business hours.