FAQs

How do I contact NOIR|LDN?

If you do not find the answers to your query or would like more information, you can contact one of our customer care team representatives via email:

 Email:

customercare@noirldn.com

Operational Hours Monday-Friday 9am-5.30pm

We will endeavour to get back to you as soon as possible but please allow between 24-48 hours.

What are my delivery options?

How can I track my order?

You will receive a confirmation email (and text message if signed up) from us after your order has been shipped and you can use the tracking number to check the status of your item. Please allow up to 2 hours for the tracking number to be live.

I haven’t received my order, what do I do?

In the very rare circumstance you have an issue with not receiving your order, then please contact our partnered courier services via their websites. Please have all information to hand such as order date and tracking number and they will be able to assist.

Please note, after the item has left our warehouse, we cannot accept any liability for missing/lost item through the delivery. However, the courier service team will be able to assist. If there are any issues, please contact our customer care team.

Can I amend my order after placing it?

Please note all orders are final after payment. However, if you have made an error, please contact our customer care team with your name, order details, query and order number.

Do I need to pay customs/duty charges for international orders? 

The prices exclude any custom/duty charged for orders outside the European Union. You may need to pay these depending on which country you reside in. Please check before ordering. If these are not paid, then your order maybe returned to NOIR|LDN.

Can you use multiple discount codes on an order?

One promotional/discount code is permitted to be used per order. 

RETURNS

What is your returns and exchange policy?

We have a 14 returns day policy from the date that your purchase was received. Garments must be returned unused with all tags and packaging intact. If these criteria are not met, then unfortunately, the refund/exchange will not be processed. We do not accept refunds (only exchanges) on our SALE items (including any items purchased with any discount codes).

We do NOT refund shipping costs. 

Customers will need to pay an additional delivery charge for their requested item of exchange before it is dispatched. 

How do I return an item?

1. Download our return forms HERE (this must be filled out and sent with your parcel - you can find this in your parcel)
2. We advise that you use a reputable tracked courier service. We are not responsible for any delayed/lost returns.
3. We do not provide pre-paid returns label and the returns shipping cost is covered by the customer.

NOIR|LDN c/o HUBOO

4 Vertex Park

Bristol

BS16 7LB

How long does it take for my return to be processed?

Please allow up to 10 days for your return/exchange to be processed. Payment for returns will be refunded to the same payment method used in the initial transaction.

What is your complaints procedure?

In the rare case you are dissatisfied and wish to make a complaint we will endeavour to resolve the issue as soon as possible. Please email details of any issues to our customer care team, customercare@noirldn.com. If you are unhappy as to how your complaint has been handled or the outcome, then we advise you contact an independent resolution service such as an alternative dispute resolution provider.