Pre-Order Policy

Last Updated: April 2026

1. What is a Pre-Order?

A pre-order is a purchase of a NORDLUXE piece that is made-to-order based on your specifications. Each piece is handcrafted after you place your order, ensuring uniqueness and customization to your exact preferences.

2. Pre-Order Payment Structure

Pre-order purchases operate on a two-stage payment model:

• Stage 1 - Deposit (40%): Payable immediately at checkout to secure your order and initiate production
• Stage 2 - Full Balance (60%): Due when your piece is complete and ready for shipment

This structure allows us to source premium materials and begin crafting your piece immediately while spreading the investment across two manageable payments.

3. Production Timeline

Estimated production timelines vary by piece complexity:

You will receive production updates via email at key milestones: order confirmed, materials sourced, production started, final inspection, and ready for shipment.

4. Deposit Terms

• The 40% deposit is non-refundable but transferable to other ordering options
• Your deposit secures your position in our production queue
• Deposits are held in reserve and used to source materials specific to your order
• If production is delayed beyond 25 weeks, we will provide alternative options (see Section 7)

5. Customization & Specifications

Pre-orders may include customization options:

• Size, color, and finish specifications
• Personalization (engraving, monogramming)
• Material upgrades and premium finishes
• Packaging and presentation options

All customization details must be confirmed within 7 days of order placement. Changes after this period may incur additional delays or charges.

6. Modifications & Requests

Within 7 days of order: Free modifications to specifications and customization

After 7 days, before production starts: Modifications subject to feasibility review; additional charges may apply

After production begins: No modifications can be made; full deposit remains non-refundable

7. Cancellation Policy

Within 7 Days of Order

Full refund of deposit amount.

After 7 Days, Before Production Starts

Deposit is 50% refundable; 50% retained as cancellation fee.

After Production Begins

Deposit is 100% non-refundable. You will own the piece once completed and must pay the remaining 60% balance upon completion. We will work with you to ensure you receive the finished piece.

Production Complete, Ready for Shipment

Remaining 60% balance is due upon final invoice. Failure to pay by the due date (30 days) may incur storage fees (₦5,000/week) and the right to offer the piece to another customer.

8. Production Delays

If your pre-order is delayed beyond the estimated timeline:

• Delay of 8+ weeks beyond estimate: We will contact you to discuss options
• Your Options: Wait for completion, cancel with 50% refund, or select an alternative piece
• Extended Delays (25+ weeks): You may cancel with 75% deposit refund

9. Quality Assurance

Each piece undergoes rigorous quality inspection before shipment:

• Materials quality verification
• Craftsmanship and finish inspection
• Functionality testing (where applicable)
• Packaging integrity confirmation

Any quality issues are addressed before handover. If defects are discovered, we will offer repair, replacement, or partial refund at our discretion.

10. Balance Payment

When your piece is complete:

• You will receive a detailed invoice with final price breakdown
• Remaining 60% balance will be due within 30 days
• Payment can be made via the same methods available for deposits
• Piece will not ship until full balance is received

11. Shipping & Delivery

Standard shipping is included in the preorder price. Expedited shipping is available for an additional fee. Risk of loss transfers to you upon shipment; we recommend insurance for high-value pieces.

12. Insurance & Liability

NORDLUXE is not liable for:

• Damage during shipping (covered by carrier insurance)
• Cosmetic wear from normal use
• Loss of market value or resale value
• Indirect or consequential damages

Optional insurance is available at checkout (1.5% of piece value).

13. Returns & Exchanges

Pre-order pieces are custom-made and typically cannot be returned. Exchanges are possible in the following cases:

• Manufacturing defects discovered upon receipt
• Damage during shipping (with photographic evidence)
• Significant deviation from specifications (with documentation)

Requests must be made within 7 days of delivery. Accepted exchanges will incur shipping costs.

14. Contact & Support

For pre-order questions or issues:

• Email: preorder@nordluxe.com
• WhatsApp: +234 701 7298 740
• Response time: Within 24 business hours
• Available Monday - Friday, 9 AM - 6 PM (WAT)