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FAQs
What is the returns and exchange policy?
We understand that not every purchase works out, which is why we offer a 15-day return policy to guarantee 100% satisfaction.
We’ve made the return process super easy. And for more information, please check our “Return & Exchange Policy“.
How long will it take for my order to arrive?
We are dedicated to ensuring the timely delivery of all orders.
Please note the following timeframes for receiving your purchase:
– Order Processing: Once you place your order, please allow 1-3 business days for it to be processed before shipment (excluding weekends & public holidays)
– Delivery Time: Depending on your location, shipping generally takes between 3 to 10 business days to Australia.
The exact arrival time can vary based on your place. For more detailed shipping information, please visit our Shipping Information page. During any public holidays or peak promotional times on our website, the processing time of orders can take slightly longer & we kindly request your patience during these busy periods.
If you encounter any issues tracking your order or if it has not arrived within the expected timeframe, do not hesitate to contact us at [email protected]. We are committed to responding within 24 hours to assist you.
What payment methods do you accept?
Noirelle are doing our best to ensure you a wonderful shopping experience with us.
Currently we do only accept digital banking such as Visa, Master, American Express, Pay pal and afterpay.
Why can’t I find a tracking number for my order?
When your parcel is in transit, there may be a delay before the courier updates the tracking information.
Updates usually appear once the parcel reaches the next sorting facility, and it can sometimes take a few days after dispatch for any activity to show.
If there is still no update after several days, please reach out to us through customer support ([email protected]) directly. We’ll be happy to assist you.
How do I return an item?
You can request a return by either contacting our customer support team at [email protected] or by clicking the “Request Return” button in the order details under My Page.
If you’re returning an item due to a fault or defect (not for reasons such as color or size preferences), please email us with photos of the issue. In these cases, return shipping costs will be covered by Noirelle.
For change-of-mind returns, please note the following:
- Items must be returned in original condition, unworn, unwashed, undamaged, and with all original tags and packaging intact.
- Returns sent without prior approval from our team cannot be accepted.
- In the case of change-of-mind returns, shipping costs are the responsibility of the customer.
If you have any questions, our team is here to help ([email protected]).
How can I exchange the size or color of the item I received?
To begin the exchange process, please contact our customer support team at [email protected].
Include the size and color you’d like to exchange for, along with your original order confirmation number, and we’ll assist you as quickly as possible.
Please note:
Any additional shipping costs related to the exchange will be the responsibility of the customer. We recommend carefully selecting the correct size and color when placing your order to avoid unnecessary charges.
What should I do if I received a defective or stained item?
All Noirelle products are produced under strict quality control standards.
However, if you happen to receive an item with a defect, please take clear photos of the issue and email them to our customer support team at [email protected].
We will assist you promptly to resolve the matter.
Please make sure not to return anything before sending the message so we can process the return for you and provide you with the necessary information for the return. When sending the message, please enclose the order number, the SKU number of the item, a description of the issue, and a few clear photos to show us the exact problem.