I ordered the incorrect size as the sizing on page 2 automatically defaults to the smaller size I did not realize this until after I ordered. I emailed the service straight away and received an e-mai... See more
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See what reviewers are saying
The item I received was absolutely nothing like the product on their website. Cheap looking plastic tat from China that stinks! Much smaller than expected, no heat setting, no instructions and came in... See more
Company replied
I contacted Norelie to find out how long Insoles are expected to last as I am experiencing some discomfort. Ana was really helpful, polite and friendly. She answered my question, and also said she w... See more
Company replied
These insoles have been life changing for me! Nothing else has worked for my plantar fasciitis, not even the insoles from the podiatrist. I really do recommend the product. The customer care and help... See more
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Company details
Written by the company
It is Already the Choice of Thousands of People Originally founded in search of a solution to knee problems for family members, Norelie products have found the hearts of people and have already made the lives of thousands easier. This journey is just beginning. Every day we work on new, fun products and to improve our services.
Contact info
Philippines
- norelie-uk.com
Breach of guidelines
Do not buy from this company
Do not buy from this company. Customer service is shocking. Trying to make a return and apart from one reply to my email they are now ignoring me and I’m left with products I now do not need
July 30, 2025
Unprompted review
Reply from Norelie UK
Hi Elizabeth,
Thank you for taking the time to share your feedback, and I’m truly sorry to hear about your recent experience with us. Please accept our sincerest apologies for the inconvenience and frustration you've encountered while trying to arrange a return.
It’s incredibly disappointing to know that you've felt ignored after reaching out, and we completely understand how upsetting it must be to feel unsupported, especially when you're left with items you no longer need. This is not the level of service we aim to provide, and we’re genuinely sorry for falling short.
We’d like to make things right. I’ve escalated your concern to our team for immediate attention, and we’ll be in touch shortly to help resolve this for you as quickly as possible.
Thank you again for your honesty—we take feedback like this seriously and will use it to improve our processes moving forward.
Warm regards,
Norelie
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Return Issues
If the product is perfect, then you are fine but if you need to return the product, it's a nightmare. We might be in the UK and getting the goods from the warehouse here but if you need to return, they don't want to talk to you and then when you do get a response and on the third email confirm that you wish to return the unopened package, the company want it returned to the USA!!!!! - at your expense (or you can just have a 50% refund). This is because the company do not have a returns department in Europe.
July 28, 2025
Unprompted review
Reply from Norelie UK
Hi Dawn,
Thank you for your feedback. We're truly sorry for the frustration caused by the return process. We understand how inconvenient it is, especially with international returns, and we’re actively working on improving this experience.
Your concerns are valid, and we appreciate you bringing them to our attention.
Best regards,
Norelie
difficult to contact customer service
Many weeks ago I ordered some insoles, which, on arrival I realised that I had not fully checked the order and it had the wrong size. Their UK website has customer services contacts and a 90 day no quibble returns policy. However I found it difficult to contact customer services but they quickly responded to a trust pilot review and eventually I have received a full refund. The important thing was NORELIE UK came good in the end. I would suggest they improve contact details and provide product return arrangements without recourse to customer services.
I was recommended the insoles by a friend who swears by them, but since I never received my size I can not offer this review based on insole efficacy. Many thanks to Kristeen who finally resolved matters.
July 29, 2025
Unprompted review
Reply from Norelie UK
Hi there,
Thank you for your message, and we sincerely apologize for the trouble you've had reaching us. We understand how frustrating this must be—especially after receiving the incorrect size and not hearing back.
Please know that we’re looking into this urgently and will make things right. We truly appreciate your patience and for choosing to order directly from our site.
Best regards,
Norelie
Good company todeal with
Good communication with company and very helpful.
Product price good too.
July 25, 2025
Unprompted review
Reply from Norelie UK
Hi Pete,
Thank you for your positive feedback. We're pleased to hear that you were satisfied with our communication and found value in our pricing. Your support is truly appreciated.
Kind regards,
Norelie
Bad customer support
i ordered a AktivLife 2.0 which i received but upon finding it did not fit even though it was the biggest size i put in for a refund I have been trying since June 19th to get my promised refund...i emailed on the 4th July to say i still had not received it and was told on the 9th July after giving asked for information "Rest assured that your refund request has already been communicated to our finance department for approval. We've also sent a follow-up to the team to help speed up the process on your behalf. Once the refund has been initiated, you will receive a notification email confirming the transaction.
"
After waiting 9/10 days i sent an email to say there was still no sign of my refund which i got no response to
5 days ago i sent yet another email which yet again was not responded to
all this just to get a 50% refund which i was told i would get...while helpful at first customer support has since been very lacking in help and updates
July 28, 2025
Unprompted review
Reply from Norelie UK
Hi there,
Thank you for reaching out, and I sincerely apologize for the frustrating experience you've had regarding your pending refund.
We completely understand how disappointing and inconvenient it must be to wait this long—especially after following up multiple times without receiving proper updates. This is not the level of service we aim to provide, and I'm truly sorry that your experience has fallen short of expectations.
You're absolutely right to expect timely communication and resolution, and we acknowledge the delay and the lack of follow-up on our part. Please rest assured that I’ve escalated your case again to our Finance Team and flagged it as urgent. We will be making it a priority to process your promised 50% refund and ensure you receive confirmation as soon as it's completed.
Again, I appreciate your patience, and I'm very sorry for the inconvenience caused. If there's anything else I can assist you with in the meantime, please don’t hesitate to let me know.
Warm regards,
Norelie
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Nice massager pillow for my neck
Nice massager pillow for my neck, really an essential for all people have neck problems. It is really saving my life. Thanks
July 16, 2025
Unprompted review
Reply from Norelie UK
Hi Jing,
Thank you for your positive feedback. We're very pleased to hear that the massager pillow has been beneficial for your neck and overall comfort. It's always rewarding to know that our products are making a meaningful impact in our customers’ daily lives.
We truly appreciate you taking the time to share your experience.
Kind regards,
Norelie
Very poor customer service.
Very poor customer service.
I received my order on 15th July and requested a return the same day. Item completely unopened. Since then, I’ve chased twice and all I’ve had is a vague message saying my request has been passed on to a “human colleague” (whatever that means) but still no actual help or follow-up. Coming up to two weeks now with no resolution. Really disappointing experience.
July 15, 2025
Unprompted review
Reply from Norelie UK
Hi Umar,
Thank you for reaching out and for sharing your experience with us. We sincerely apologize for the frustration and inconvenience you’ve encountered.
We understand how disappointing it must be to have your return request go unanswered, especially after multiple follow-ups. This is certainly not the level of service we aim to provide, and we’re truly sorry for the delay and lack of communication.
Your feedback has been acknowledged, and we’ve escalated your return request to the appropriate team for immediate attention. You will receive an update as soon as possible.
We appreciate your patience and thank you again for bringing this to our attention.
Kind regards,
Norelie
First class service from Norelie…
First class service from Norelie Customer Service Department. My problem (caused by me) was sorted out quickly via email and I have received my insoles. Haven't used them long enough yet but am hoping they will sort my aching feet out, so far so good. Thank you for your excellent service Kathleen.
July 22, 2025
Unprompted review
Reply from Norelie UK
Hi Jennifer,
Thank you so much for your kind words! We're truly glad to hear that your issue was resolved quickly and that your insoles have arrived safely. It means a lot to know that you had a positive experience with our customer service team.
We hope the insoles bring you the comfort and relief you're looking for — and if there's anything else we can assist you with, please don’t hesitate to reach out.
Wishing you all the best, and thank you again for your thoughtful feedback!
Warm regards,
Norelie
Really not impressed
Really not impressed. Ordered insoles, from what I assumed was a,UK sight. The order processing changed my address to street only and immediately let them know of the error to which their response was, it's already with Evri, 3 weeks later, no delivery and no reply, Evri is showing as delivered and not able to query with either l....Waste of £20.
July 22, 2025
Unprompted review
Reply from Norelie UK
Hi Tania,
Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience and frustration you’ve experienced with your recent order. This is certainly not the experience we want any of our customers to have.
We understand the concern regarding the address issue and the lack of updates following your initial message. Please rest assured that we take this matter seriously. Our team will be reaching out to you directly via email to investigate the issue further and provide appropriate support.
We appreciate your patience and the opportunity to make things right.
Kind regards,
Norelie
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Excellent company to deal with.
I commend this company for their first class customer service. I ordered a knee support but due to knee swelling it was too small. Sent company an email and received a reply within hours offering me a refund. As yet I am awaiting this refund.
I have recommended this company to friends as I am very impressed.
June 4, 2025
Unprompted review
Reply from Norelie UK
Hi there,
Thank you so much for your kind words and thoughtful feedback. We truly appreciate you taking the time to share your experience — and we're especially grateful for your recommendation to others.
We're sorry to hear the knee support didn’t fit as expected due to swelling, but we’re glad our team was able to respond promptly and offer a solution. Please rest assured that your refund is being processed, and it should be completed shortly.
If there’s anything else we can do for you in the meantime, please don’t hesitate to reach out.
Warm regards,
Norelie
Reply from Norelie UK
Hi Alan,
Thank you very much for your kind feedback. We truly appreciate your recognition, and we’re pleased to know that our communication met your expectations.
Should you require any further assistance, please do not hesitate to reach out. We are always here to help.
Kind regards,
Norelie
Reply from Norelie UK
Hi Graham,
Thank you very much for taking the time to share your feedback. We truly appreciate your kind words about the ease of communication and the promptness of our responses.
Providing excellent service is our priority, and it is always rewarding to know that our efforts are recognized. Please do not hesitate to reach out if there is anything further we can assist you with.
Thank you once again for choosing us.
Best regards,
Norelie
Wrong size when opened
My parcel arrived and when opened I was disappointed to see that the Norelie insoles were the wrong size.I contacted Aimee by email at Norelie customer support, not expecting a response .Two emails and two hours later all sorted.Confirmation from Norelie of the correct size being delivered within the next few days.
July 9, 2025
Unprompted review
Reply from Norelie UK
Hi Nigel,
Thank you so much for sharing your experience with us! I’m sorry to hear that your parcel initially contained the wrong size insoles, but I’m very glad we were able to help get it resolved so quickly.
We really appreciate you taking the time to let us know. It’s wonderful to hear that our team could sort it out for you within just a couple of hours, and that your correct size is now on the way.
If there’s anything else you need or if you have any further questions, please don’t hesitate to reach out.
Thanks again for your kind words and for choosing Norelie!
Best regards,
Norelie
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Excellent communication
Very efficient service, deliverey was speedy and there was excellent communication. Customer service could not do enough for me when there was an issue that needed resolving.
July 8, 2025
Unprompted review
Reply from Norelie UK
Hi Claire,
Thank you very much for taking the time to share your feedback with us. We’re truly delighted to hear that you found our service efficient, our delivery speedy, and our communication clear and effective.
It’s especially rewarding to know that our customer service team was able to support you thoroughly and resolve the issue to your satisfaction. We pride ourselves on delivering not only quality products but also an outstanding service experience, and your comments affirm that commitment.
Your kind words mean a great deal to us, and they motivate our entire team to continue striving for excellence. Should you have any further questions, concerns, or needs in the future, please don’t hesitate to get in touch. We’re always here to help.
Thank you once again for choosing us. We look forward to serving you again soon.
Warm regards,
Norelie
Appalling customer treatment
No stars at all !!! We received some StepEase socks but found them not to be of the right size. Having followed the returns procedure, we received a message telling us to return the items to the "Norelie Returns Department" followed ... not by their business address.... but our own home address!! We emailed and then got through by telephone, greeted by apologies and a promise to come back with the correct address. Despite this promise, they never rang back but sent a further email ... AGAIN with our own home address shown as the address to which returns should be sent!! We tried a 3rd time ... with EXACTLY the same reply received ... i.e. we are supposed to return the items to our own home address!!!! A further attempt to resolve the matter by telephone to the "customer support" number shown on the website got a reply saying the number is "not found"!! A check on CoPilot refers to the company having "issues with returns and refunds" but reassuringly that there are "no clear indications that Norelie is experiencing financial difficulties". What is going on? We have never received such an extraordinary and frustrating level of customer service when buying online.
July 4, 2025
Unprompted review
Reply from Norelie UK
Hi SB,
Thank you for taking the time to share your experience. I’m truly sorry for the frustration and inconvenience you've had trying to return your StepEase socks.
It’s completely unacceptable that you were repeatedly given incorrect return instructions—especially your own address as the return destination. I also apologize for the broken promise to call you back with the correct information, and for the customer service number not working when you tried to get help again.
We understand how disappointing and upsetting this must feel. I want to assure you that this isn’t the level of service we aim to provide. Your feedback highlights clear failures on our part that we need to correct.
To fix this immediately:
We will send you the correct return address and instructions today.
Once your return is received, we will process your refund or replacement promptly.
Please reply to this email to confirm:
Your order number (if you haven’t already included it).
The best contact number and time if you’d like a call.
Again, I am very sorry for the runaround you’ve experienced. Thank you for your patience while we get this resolved for you once and for all.
Kind regards,
Norelie
An extremely good and helpful company to deal with
An extremely good company to deal with. I had a problem with packaging - customer support services were beyond helpful to solve this - a very reputable and transparent company who I highly recommend .
June 24, 2025
Unprompted review
Reply from Norelie UK
Hi Margaret,
Thank you so much for your thoughtful feedback!
We’re truly grateful for your kind words and delighted to hear that our customer support team was able to assist you promptly and effectively. It's always our goal to provide not only quality products but also reliable, transparent service you can count on.
Your recommendation means the world to us. We’re honored to have earned your trust and look forward to serving you again in the future.
If there’s ever anything more we can do for you, please don’t hesitate to reach out.
Warm regards,
Norelie
Plantar fasciitis
Firstly, as soon as I started to wear the insoles I had 'relief' from my plantar fasciitis! Secondly, I was unsure if I should use them in both shoes, so I emailed them and they replied within 15 minutes! I am very impressed and grateful!
June 27, 2025
Unprompted review
Reply from Norelie UK
Hi Joe,
Thank you so much for your kind words! We’re absolutely delighted to hear that you experienced immediate relief from your plantar fasciitis after starting to use the insoles. That’s exactly the kind of result we hope for!
We also appreciate you taking the time to mention our quick response time—our team is always here to help, and it's wonderful to know that you felt supported.
Your feedback means a lot to us, and we’re grateful for your trust. If there’s anything more we can do for you, please don’t hesitate to reach out.
Warm regards,
Norelie
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they worked really hard and patiently to resolve a matter for me
We had an issue with unsolicited emails but they worked really hard and patiently to resolve the matter and have offered reparation. Thank you!
June 25, 2025
Unprompted review
Reply from Norelie UK
Hi Helen,
Thank you so much for your kind words and understanding! We're truly grateful for your patience while we worked to resolve the issue with the unsolicited emails.
It means a lot to us that you recognized our efforts, and we're glad we could make things right. If there’s anything else we can do for you, please don’t hesitate to reach out—we’re always here to help.
Regards,
Norelie
I incorrectly ordered the wrong size…
I incorrectly ordered the wrong size shoe inserts from Norelie having been recommended their products. The company were excellent in dealing with this issue, confirming the correct size would be issued at no cost, and no requirement to send back the original product.
June 9, 2025
Unprompted review
Reply from Norelie UK
Hi Stuart,
Thank you so much for your lovely message and for choosing Norelie. We're delighted to hear that our team was able to resolve the sizing issue quickly and to your satisfaction.
Our goal is always to make things as easy and positive as possible for our customers, and it’s wonderful to know that our service met your expectations. Your feedback truly means a lot to us!
If you ever have any further questions or need assistance in the future, please don’t hesitate to reach out. We’re always happy to help.
Regards,
Norelie
Exceptional service …
I live in the UK and was having some trouble operating a device. Ana and Aimee were amazingly kind and helpful, sending me very responsive emails. The feedback from this company exceeded any other online marketing that I have experienced.
June 19, 2025
Unprompted review
Reply from Norelie UK
Hi,
Thank you so much for sharing your experience with us.
We’re absolutely delighted to hear that Ana and Aimee were able to assist you so kindly and effectively. Providing helpful, timely support is something we strive for, and it’s wonderful to know that our team made a positive impression.
Your kind feedback truly means a lot to us—especially your comment that our service exceeded your experiences with other online companies. That’s exactly what we aim for!
If you ever need further assistance, we’re just an email away. Thank you again for choosing us, and warm greetings to you in the UK!
Best regards,
Norelie
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