FAQs
We are here to help you for your pleasant shopping experience.
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 within 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, and 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.
If you haven’t placed your order yet, you can make changes directly in your shopping cart.
If you’ve already submitted your order and need to update the shipping address, size, or product, please get in touch with our customer support team or email us at [email protected]. We’ll get back to you within 24 business hours.
You can shop at Noirelle without creating an account. However, register with us and you’ll be able to enjoy the following benefits:
1) Be the first to know about upcoming sales, special events, and collections
2) Review past purchases
3) Request a return or exchange directly from your account
4) Add items and products you love to your wishlist
5) Preview our new collections
Once your order has been shipped, Noirelle will automatically send you a shipping confirmation email.
If your order status shows as “Shipped” but you haven’t received this email, please check the following:
– Email Accuracy: Ensure that you entered the correct email address when placing your order.
– Spam/Junk Folder: Sometimes emails may be redirected there. Please check your spam or junk folder.
– Email Filters: Your email settings or filters may be blocking our messages. Check if our email has been filtered out.
If you still cannot find the shipping confirmation email, please contact our customer support team or email us at [email protected]. We aim to respond within 24 business hours to resolve any issues promptly.
You can view the items in your order by logging into your account and checking the Order History section under My Account.
If you placed your order as a guest (without logging in), please email [email protected] with your order confirmation number.
Our team will get back to you within 24 hours.
We offer free standard shipping on all orders over $250. For orders under $250, a flat rate of $10 of delivery fee applies to major areas, remote and rural areas.
Noirelle is headquartered in Brisbane, Australia, where our main office and warehouse are located.
All orders are processed and shipped directly from Brisbane.
Our primary shipping partner is Sendle. Should you wish to track or verify your order, you may do so here.
Orders are typically dispatched 1–2 business days after payment is confirmed.
To ensure the best possible service, the Noirelle team reviews order details twice a day—at 10 AM and 3 PM to ensure your order is shipped as quickly as possible.
Once your order is dispatched from our Brisbane warehouse, delivery typically takes between 3 to 10 business days.
If you are located in Brisbane, you may receive your order sooner, while delivery times to other regions may vary.
You can track your parcel at any time using the tracking number provided (shipping and tracking), which will give you real-time updates on your order’s location for your shopping experience.
Once your order has been dispatched, you will receive a delivery confirmation email with a tracking number.
You can track the status of your order through the tracking details here: shipping and tracking
If you do not receive the email or if the tracking number is incorrect, please contact us and we will get back to you within 24 business hours in most cases.
Noirelle currently operates within Australia only and does not offer international shipping at this time.
There are several possible reasons for this situation:
– Delivery Scan Error: Occasionally, a package may be marked as “delivered” due to a scanning error or early status update. It may still be in transit or awaiting final delivery. We recommend waiting 1–2 more business days.
– Signature Required: If your parcel requires a signature, the courier may have attempted delivery while you were not home. Please check for any missed delivery notifications or instructions for redelivery or pickup.
– Misdelivery: In rare cases, the courier may have delivered the package to the wrong address. We suggest checking with neighbors, your building manager, or front desk to see if the parcel was received on your behalf.
– Theft: Unfortunately, unattended parcels may sometimes be stolen. If you suspect this has happened, please report the incident to the courier to begin an investigation and gather more information.
If none of the above apply or if you still haven’t received your package after a reasonable time, please contact our customer support team for further assistance.
We are able to deliver to an alternative address as long as both are in the same country. You will be able to specify the preferred delivery address during checkout.
If you ordered multiple items, your order may arrive in separate packages to ensure safe and efficient delivery.
Don’t worry, there are no additional shipping fees for split shipments.
If you have any questions about tracking your packages, feel free to contact our customer support team or email us at [email protected], we’re here to help.
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 team directly. We’ll be happy to assist you.
If you haven’t placed the order yet, you can update your shipping details directly from the my cart page.
Once an order is placed, address changes are only possible before the package is shipped. Please contact us as soon as possible to request an address update. Be sure to include all relevant details clearly and accurately, including city, street address, and region to ensure proper delivery.
Please note:
Once the order has been shipped, we’re unable to modify the shipping information or cancel the order. We recommend checking your order details carefully and promptly to avoid any issues.
Yes, we offer free shipping on orders over $250.
You’ll be able to see whether your order qualifies for free shipping while adding items to your cart or before completing checkout. All qualifying details will be clearly displayed for your convenience.
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“.
You can request a return by either contacting our customer support team or email us at [email protected].
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.
We offer a full refund for all returned items that meet the following conditions:
The item must be unwashed, undamaged, and returned in its original condition with all original tags attached. Please note that return shipping fees and any non-returnable items are not eligible for a refund. Once we receive the returned package, we will carefully inspect its condition and accuracy before processing a refund.
To begin the exchange process, please contact our customer support team or email us 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.
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 our customer support team or email us 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.
Once your return or exchange request has been submitted, our customer support team will keep you updated on the progress via email — so you can rest assured your request is being handled.
Once we receive the returned items, it will take up to 3 business days to closely examine the item. The refund will be processed within a maximum of 14 business days after receipt and validation of your return, using the same payment method that was used for the original payment. If you couldn’t receive the money in time, please feel free to our customer support team or email us at [email protected].
We gladly accept returns to your order for most items that are in good condition. For the ones that couldn’t be returned, please check below:
● Items on Clearance & Flash Sale
● Washed or Used Items
● Items over our 15-day return time
● Disposable non-returnable tags have been removed, broken or damaged, etc.
Items purchased on sale are considered final and are not eligible for return or exchange.
Unfortunately multiple discount codes cannot be used in conjunction with each other. If you require assistance with applying discounts to your order please get in touch with us through our contact page.
Please be sure that the code has not expired before you applying. Please be sure that the code meets the conditions of use. Some codes are only available for certain selected items or require more than a specific price. And kindly note that some promo coupon codes only apply to full priced items, they will not apply to an item that is on sale.
Payment may be declined for several reasons since you paid via different payment methods.
If you have trouble paying via credit card:
Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or your card is not suspended by the bank for a review.
In the case that your payment is still refused, we suggest you try another card at checkout or pay us via PayPal.
If you want to know further information about being declined, you are suggested to contact the payment method provider directly or if you paid via PayPal, and your payment was declined, you may need to:
- Confirm the email address associated with PayPal.
- Update the expiration date or billing address associated with your credit or debit card.
- Confirm your credit or debit card so we know you’re the card owner.
- Go through a security check so we can confirm your identity.
- Resolve a limitation placed on your account.
You can try these methods as follows：
- We suggest you change a device or browser and try again. Sometimes certain aspects of checkout won’t display or function properly.
- And you are suggested to try and check outusing PayPal express check out to see if that helps
If you’re still having trouble, please feel free to contact us to [email protected], and let us know in detail, and we’ll investigate further.
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, Alipay, Apple Pay, Google Pay and PayPal.
It’s easy to reset your password with Noirelle.
Here are the steps that will help you to reset your password.
- Go to my account
- Select “Forgot my password”
- Enter your registered email address in the provided box
- A new password will be created via the link in your registered email.
If you’re having problems logging into your account, here are some reasons that may cause this:
1, You do not create any accounts on the Noirelle website.
2, You may have entered the wrong email or password
3, You may have logged into the wrong store instead of the one which you have registered
4, You have multiple accounts
If you still could not log into your account after checking, please feel free to our customer support at
[email protected] for help.
The reason for this is that you used our express checkout feature, which allowed you to pay for your order without logging into our website.
Since our ordering system has no way of knowing which account to associate your order with if you don’t log in, it cannot put the order on your account.
If you want to link your order to your account, please feel free to contact our customer support at [email protected] for help.