FAQs

Delivery

What is your order cut-off time?
Our cut-off is 3:00 PM. Orders placed before it are dispatched the same working day. Orders placed after it, or at weekends and on bank holidays, are dispatched the next working day.

How much is delivery and how long does it take?
Standard Delivery is free, and takes 2 to 5 working days from dispatch.

Which carriers do you use?
Royal Mail, DPD or Evri, depending on your postcode and parcel size.

Do you deliver outside the UK?
Not at the moment. We deliver within the United Kingdom only.

How do I track my order?
We email you a tracking number and link when your order is dispatched.

Can I change or cancel my order?
Yes, if it has not been dispatched yet. Email help@nooricollections.shop as soon as possible. If it has already been dispatched, you can return it through the Return Center.

My parcel says delivered but I cannot find it.
Check around your property and with neighbours, then email help@nooricollections.shop within 14 days and we will investigate with the carrier.

Will I pay customs or import charges?
No. Orders stay within the UK, and prices include VAT.

Returns and Refunds

How do I return an item?
Open our Return Center, enter your order number and email, choose the item and submit your request. Once approved, we email you a free prepaid return label.

How long do I have to return something?
30 days from delivery. Items must be unworn, unwashed and have their original tags and packaging.

Does it cost anything to return an item?
No. The return label is free.

Can I post a return straight to your address?
No. Please use the Return Center first, as we cannot accept unapproved parcels.

How are refunds paid?
Through Shopify Payments, back to the card or payment method you used. It happens within 7 working days of us receiving and checking your return.

What if my item is faulty or the wrong one?
Start a return in the Return Center with photos and your order number. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement or refund, and we cover the return cost.

Can I swap for a different size?
We do not offer direct exchanges. Return the item through the Return Center and place a new order.

Can I return a sale item?
Yes, sale items are returned and refunded in the same way as full-price items.

More details are in our Return & Refund Policy.

Payment

Which payment methods do you accept?
Visa, Mastercard, American Express and digital wallets such as Apple Pay, Google Pay and Shop Pay where shown at checkout.

What currency are prices in?
Pounds sterling (£)

When is my card charged?
When you place your order.

My bank asked me to confirm the payment. Is that normal?
Yes. UK banks usually ask for confirmation through an app, text or passcode as a security step.

Why was my order reviewed?
We sometimes check orders to prevent fraud. If we need anything from you, we will email or call.

My payment was declined. What should I do?
Check your card details and balance, or try another card. Your bank can tell you why it was refused.

Still Need Help?

Email help@nooricollections.shop or call +44 1213 288222, then see our Contact Us page for opening hours.