We dispatch orders as quickly as we can, and standard delivery usually arrives within 2–5 working days from dispatch.

As soon as your parcel leaves us, we’ll send you a dispatch confirmation email with a tracking link, so you can follow its journey to you.

At the moment we’re only able to deliver within the UK, due to strict shipping regulations.

However, we do have a small number of stockists — so if you’re outside the UK, just email us at hello@norfolknaturalliving.com and we’ll be happy to let you know whether there’s a local stockist in your country.

If your parcel seems delayed, please email us at hello@norfolknaturalliving.com with your order number, and we’ll look into it straight away.

We mainly ship with DPD, as we’ve found them to be reliable and careful with our handcrafted goods.

If your order hasn’t been dispatched yet, email us as soon as possible and we’ll do our very best to update your delivery address before it leaves our workshop.

Oh no — we’re so sorry about that.

Please email us at hello@norfolknaturalliving.com with a photo of the damage (and your order number), and we’ll arrange a replacement as quickly as possible.

Yes — simply add your gift message at checkout and we’ll handwrite it on one of our notecards.

We don’t currently offer gift wrap, but every parcel is beautifully presented, making it perfect for gifting.

We include a printed order slip so you can see what’s inside your parcel — but no prices are shown, in case it’s a gift.

We offer free returns on all orders.

If you change your mind, just email us at hello@norfolknaturalliving.com within 365 days of receiving your order, and we’ll take care of the rest.

Please return items unused and in their original condition, and we’ll guide you through the return process.

Of course — once we’ve received your return, we can arrange an exchange for an alternative scent or product of your choice.

If there’s any difference in cost, we can either refund the difference or send an invoice for any additional amount.

As soon as we’ve received and checked your return, we’ll process your refund.

Refunds are issued back to your original payment method within 14 days (bank processing times can sometimes slow this down).

If you’d prefer a store credit, we can issue this instantly.

We use plant-based, naturally derived ingredients, blending essential oils, gentle naturals and carefully crafted botanical formulas. Our approach is rooted in “slow luxury” — products that feel indulgent, but are made with real care and consideration.

Yes. All Norfolk Natural Living products are vegan and never tested on animals.

No — we don’t use parabens or phthalates, and we avoid the harsh chemicals commonly found in conventional home and body care. We’re proud to be completely free from ingredients like phthalates, bleach, chlorine and artificial colours.

(And for Fine Fragrance specifically: our scents are naturally derived and free from parabens, phthalates and other “nasties you can’t pronounce.”)

Our fragrances are created using real essential oils (not phthalate-loaded synthetic fragrance “trickery”). You’ll see this reflected across our ingredient lists, where our parfum is described as a blend of pure essential oils.

We formulate with sensitive skin in mind and avoid harsh, irritating ingredients. Our products are made to be gentle and are selected with care so they can be enjoyed by those with sensitive skin or allergies.

That said, everyone’s skin is different — so we always recommend patch testing first, especially if you’re prone to sensitivity.

Our formulas include gentle, naturally-derived preservatives to keep products fresh and stable (you’ll see ingredients such as Sodium Benzoate / Potassium Sorbate in our glossary and ingredient lists).

For the most accurate guidance, always refer to the product label (as ingredients and formulations can occasionally vary).

To keep your products at their best:

Perfume

• store in a cool, dry place
  
• keep out of direct sunlight
  
• avoid leaving in warm bathrooms or near radiators
  

Candles

• store upright
  
• keep away from heat/direct sun to prevent softening or sweating
  
• trim the wick slightly before lighting for a clean, even burn

Yes — refills are a big part of how we reduce waste while keeping everyday rituals beautifully considered. You can refill many of your favourites across home care, body care and home scent.

You can explore our full refill collection here

Our parfums are made to be enjoyed and savoured. Once opened, we recommend storing your fragrance carefully (cool, dry, away from direct sunlight) so the scent stays at its very best.

If you’d like help choosing a parfum with extra longevity, we’re always happy to recommend one based on the notes you love.

Yes — we completely understand that finding your scent takes time. That’s why we offer a few ways to explore the collection before committing to a full-size bottle:

• 2ml Parfum samples — perfect for trying a scent on your skin and seeing how it develops throughout the day
  
• Parfum Discovery Set — a curated set of 2ml vials so you can explore the range and find your signature scent
  
• Mini Discovery Sets — beautifully packaged sets featuring four 2ml fragrances, ideal for gifting or sampling
  

You can also browse all discovery options in one place here.

Occasionally, pumps can become stiff or blocked — especially in natural formulations.

We recommend:

1. Removing the cap and gently wiping the nozzle
   
2. Pressing the pump a few times firmly
   
3. If it still isn’t working, email us and we’ll help straight away
   

Please contact us at hello@norfolknaturalliving.com and include your order number if possible.

Our fragrances are designed to be unisex — inspired by place, nature and memory, rather than traditional “for him / for her” categories.

That said, many of our scents are especially popular with men — if you’d like a little guidance, you can explore our most gifted picks in Gifts for Him, or browse Hugo’s Favourites for a curated selection of the scents and rituals that are particularly adored.

Yes — our parfums are unisex / gender neutral, created for anyone who connects with the notes, mood and story behind the scent