Norwex Customer Care: A Complete, Practical Guide

Who to Contact and When

If you purchased through a Norwex Consultant, your Consultant is your first line of support for order status, exchanges, party orders, and product questions. Consultants can access order history, apply host rewards, and coordinate returns directly with Norwex Customer Care on your behalf. Have your order number, order date, and the email used at checkout ready; this speeds up resolution significantly.

If you purchased through a country website or you can’t reach your Consultant, contact Norwex Customer Care for your market using the official “Contact Us” page. Before you reach out, gather your order number, photos of any defects or shipping damage, and the product tag (for microfiber) that shows the item’s lot/batch code. This documentation is often required to approve returns or warranty claims and helps avoid back-and-forth emails.

How to Reach Norwex in Your Country

Go to the official Norwex website and select your country to see the correct phone numbers, hours, and mailing instructions. Support availability and return addresses are country-specific and change over time, so always use the current details provided on your local site. Response times for email/web tickets are typically 1–3 business days; phone queues are fastest during mid-morning local time.

Use only official domains to protect your order and personal data. As of 2024, country portals include the following:

• United States: https://us.norwex.com (Customer Care via Help/Contact on the site)
• Canada: https://ca.norwex.com (English and Français support)
• Australia: https://au.norwex.com
• United Kingdom: https://uk.norwex.com
• New Zealand: https://nz.norwex.com

Guarantees, Returns, and Warranties (2024 Policy Snapshot)

Norwex offers a 60-day satisfaction guarantee from the date of purchase. Within 60 days, you can typically return or exchange products if you’re not satisfied, even if items have been gently used as intended. Refunds are generally issued to the original form of payment after the return is received and inspected; allow standard payment processor timing once Norwex finalizes the return.

Norwex Microfiber textiles (e.g., EnviroCloth, Window Cloth, Body/Face Cloths) carry a 2-year warranty against manufacturing defects when used and cared for as directed. Keep the product tag intact—its codes help verify authenticity and production details. The warranty does not cover normal wear and tear, damage from misuse (e.g., bleach, fabric softeners, dryer sheets), scorching, or commercial/industrial use unless stated otherwise.

Many other items carry a limited warranty against manufacturing defects; exact terms vary by product and market. Check your item’s product page or the Guarantee/Warranty page on your country site for the current coverage period and any product-specific conditions. When in doubt, open a ticket with photos and your proof of purchase—Customer Care will confirm eligibility before you ship anything back.

Step-by-Step: Filing a Return or Warranty Claim

Prepare thorough documentation before you start a claim. Clear, well-lit photos of the issue and a concise description of what happened (and when) help avoid delays. If shipping damage is involved, photograph the outer carton, packing materials, and the item itself; keep all packaging until your claim is resolved.

• Step 1: Find your order number, purchase date, and the email used at checkout; locate your Consultant’s contact (if applicable).
• Step 2: For microfiber, photograph the tag (front and back) and the defect; for shipping damage, include box and packing material photos.
• Step 3: Visit your country site (e.g., us.norwex.com) and open a Customer Care ticket via Help/Contact. Attach images and your proof of purchase.
• Step 4: Wait for instructions. Customer Care will confirm whether the item should be returned, replaced, or refunded, and whether a prepaid label is provided.
• Step 5: If returning, package items securely. Include the RMA or case number inside the box and on the label if requested.
• Step 6: Ship with tracking and keep your receipt. Upload the tracking number to your case if there’s an upload option.
• Step 7: Monitor updates. Processing typically occurs within a few business days of warehouse receipt; allow bank/credit card timelines for funds to post.
• Step 8: If you don’t see progress after the stated timeframe, reply to the same case thread or call your country’s Customer Care with your case number.

Order Problems and Shipping Issues

For missing or incorrect items, compare the packing slip and your online order confirmation first, then contact your Consultant or Customer Care with photos of what you received. Provide the lot codes or barcodes on the items you did receive; this helps the warehouse trace the pick/pack event. If your order shipped in multiple boxes, check all tracking numbers in your shipping confirmation.

For damage in transit, contact Customer Care promptly after delivery with photos of the box, packing materials, and item. Many carriers require timely reporting to approve claims. If your tracking shows “Delivered” but you can’t locate the package, check with neighbors or your building office, then ask Customer Care to begin a trace with the carrier; provide the safest alternate delivery instructions for future shipments (e.g., signature required, hold at depot) if available in your market.

Care, Use, and Documentation That Protect Your Coverage

Follow Norwex care instructions exactly to preserve performance and warranty eligibility. For microfiber: launder in warm water (up to 60°C/140°F), avoid bleach, fabric softeners, and dryer sheets, and wash with lint-free loads. Air-dry or tumble dry low. Avoid ironing or exposing to high heat. Document your care routine if a performance issue arises; Customer Care may ask about detergents and wash temperatures.

Keep your proof of purchase (digital receipt or order confirmation) and do not remove product tags on microfiber. Tag and batch information are often required for warranty review. Store products in a dry, ventilated place; prolonged damp storage can affect textiles and may be considered misuse if it leads to odor or degradation.

Privacy and Security When Working With Customer Care

Customer Care may verify your identity using your order number, shipping address, and email. They will not ask you to disclose your full credit card number or account password. If you receive a suspicious request, contact your country’s official site directly and reference your existing case number.

Submit documents only through the country website’s secure contact form or via a reply to an official Norwex case email. Redact sensitive payment details on receipts before uploading. Using official channels protects your personal information and ensures your request is linked to the correct order and market.

Key Facts at a Glance

Founded: 1994 (Norway). Satisfaction Guarantee: 60 days from purchase. Microfiber Warranty: 2 years against manufacturing defects with proper care and intact tag. Best first step: contact your Consultant; otherwise, use your country’s official Norwex site (e.g., us.norwex.com) and open a case with photos and your proof of purchase.