FAQs
WE GOT ANSWERS
CONTACT
How do I get in touch?
Contact our customer service team here:
noctuidae.co@gmail.com
SHIPPING and DELIVERY
Shipping Information
Orders are processed Monday–Friday, excluding federal holidays. Check your shipping email for your tracking information.
Orders are usually delivered within 8-14 business days after dispatch.
*The shipping times for Collaboration items are usually shorter , check the items for more info.
We have the estimated delivery times up to 45 days in case there are delays which are out of our control.
Buyers are responsible for local duties, taxes and advancement fees at delivery in countries where applicable.
How do I track my order?
Once your order has been shipped (3-5 business days) you will recieve an email with a tracking number.
Simply head to our "Track my Order" page and input your tracking number.
* Please note tracking may not be updated immediately, we can assure you its on its way.
*If the tracking page doesn't work use this link:
How much does shipping cost?
All orders come with free worldwide shipping and tracking.
*This doesn't apply to collaboration items
When can I expect my order to be delivered?
Orders are usually delivered within 8-14 business days after dispatch.
Kindly note that deliveries to certain remote locations may take a few extra days.
We have the estimated delivery times up to 45 days in case there are delays which are out of our control.
*The Collaboration items usually have shorter shipping times, check items for info.
RETURNS
Returns
We accept returns within 30 days of placing your order. If you received a damaged or defective item, please check out our Troubleshooting page.
The returned items have to be in the original state,unworn and undamaged.
Once we receive the package back we will issue a full refund for your order.
We do not accept returns on collaboration, sale and customized items.
We are not liable for any returns that are lost or stolen while in transit.
The customer is responsible for return shipping costs and obtaining a return tracking number.
Refunds and Returns Policy
You can request a refund or reshipment for ordered products if you do not
receive them within the guaranteed time (45 days not including 3-5 days
processing).
We accept refund or exchange if the product arrived damaged, just contact us within 24 hours after receiving the product.
If there is a damage from shipping, there is anything wrong with your product, be sure to take some photos and message them to us maximum of 24 hours after receiving the package.
We’ll get things sorted out for you as quickly as possible.
Exchanges
We recommend that you return the item/s and re-order a new one.
TROUBLESHOOTING
Damaged Order
- Claims must be filed within 7 days of the delivery date
- Photos of packaging and item(s) are required when filing your claim
- Please note, if your order has defects or you suspect it was damaged during manufacturing, contact us with your order number and photos of the damage.
Missing Order Marked as Delivered
If your order was marked delivered by the carrier but you have not received it:
- Double check the shipping address on your order—if it’s missing an apartment number or has a missing digit somewhere, your package was likely delivered to the wrong address and you should contact the carrier for more information.
- Check with your neighbor(s) to see if they may be holding it for you (it’s more common than you might expect!)
- Wait 2 days—it can take this long for a carrier to correct their mistake
Haus ov Noir is not responsible for missing, stolen, lost or tampered packages .
If the tracking says the package has been delivered but you haven’t received it please contact your local Post Office.
Further actions may be required, like filing a missing goods report or theft report.
Package theft is not covered with Shipping insurance and we will not replace it at our expense, you have to contact your local post office for recovery.
Lost Package
If your order ends up being lost, our support team helps ensure that your order gets replaced or credited as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Incorrect Items Received
If you have accidentally been sent a different item or size to the one you purchased, please email us photographs of the item and the original packaging with the tracking number visible. We will send you a replacement or refund you the amount once your request has been approved.
We will not ask you to return the item you received.
Wrong Address
Packages that are delivered to an incorrect and/or old address , unfortunately,
will not be exchanged. Please double check your address. If you notice an error, contact us within 24 hours and we’ll get things fixed.
If you didn’t receive the package due to incorrect address,that you provided, you will be responsible for re-shipping cost.
Please keep track of your delivery day so you know when it’s being delivered.
Can I cancel, update or change my address?
If you need to make any changes to your order, including adjusting and
cancelling of the order, or changing the shipping address, please reach
out within 24 hours of placing the order.
Kindly note that as our team works hard to get your order dispatched as quickly as possible, we may not be able to cancel or update your order upon request.
Old Orders ( over 120 days )
Packages older than 120 days can no longer be tracked by shipping company, hence cannot be reported lost or refunded.
*You can submit refund requests within 3 days after the guaranteed period for delivery (45 days) has expired.