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 you as soon as possible but please allow between 24-48 hours.

 

What are my delivery options?

NOIR|LDN Delivery Details

Courier Transit Time Cost Free Delivery

UK

My Hermes

Next Day Delivery on all orders (if orders placed before 8pm Mon-Friday ,before 3pm Sat and before 1pm Sun. Outside of these times, order will be sent the next day.

£4.99

Free deliveries on orders over £75

Europe

DHL 

2-5 business days

£8.99

Free delivery on orders of £100

USA and Rest of World

DHL

2-4 business days

£9.99

Free delivery on orders over £150

 

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 tracking number to become live.

 

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

In the very rare circumstance you have any 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 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 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 a order?

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

 

RETURNS

What is you returns and exchange policy?

NOIR|LDN aims to deliver the best customer satisfaction. We therefore accept refunds and exchanges based on our 14 returns 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 transacted. 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. 

Furthermore, on all qualifying exchanges/returns, we only offer free returns to UK customers compliant to our returns policy. However, ALL customers will need pay an additional delivery charge for their requested item of exchange before it is dispatched. 

How do I return an item?

Please follow these simple steps:

    1. Download our return forms HERE (this must be filled out and sent with your parcel - you can find this in your parcel also)
    2. To create your FREE UK Returns, click HERE and follow the simple steps. Once completed, you will receive a tracking link.
    3. For International Returns (to be paid by customer), please send your parcel and completed returns form to the return address below 
RETURNS ADDRESS:

    NOIR|LDN

    Unit 1-3 Orion Park

    Orion Way

    Crewe, UK

    CW1 6NG

     

    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 returned 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/complaints to our customer care team, customercare@noirldn.com. If you are unhappy as to how you complaint has been handled or the outcome, then we advise you to contact an independent resolution service such as an alternative dispute resolution provider.

     

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