Refund policy
We want you to be happy with what you order from Noori Collections LTD. This policy explains how returns and refunds work. It sits alongside your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which this policy does not reduce in any way.
Your 30 Days to Return
You can return an item for any reason within 30 days of receiving it. By law you can cancel most online orders within 14 days of delivery, and we give you extra time on top.
To be accepted, items must be unworn, unwashed and unused, in their original condition, with original tags and packaging.
How to Return an Item
All returns go through our Return Center. Please do not post anything to our address without approval, as we cannot accept unapproved parcels.
- Open our Return Center and enter your order number and email address.
- Select the item or items you want to return and tell us the reason.
- If the item is damaged, faulty or not what you ordered, upload clear photos of the problem.
- We review your request and reply by email, usually within 2 working days.
- Once approved, we email you a free prepaid return label with packing instructions.
- Pack the item securely and post it back within 14 days of approval.
Returning an item costs you nothing.
Refunds Through Shopify Payments
Returns and refunds are handled through Shopify Payments. Once your return reaches us and we have checked it, your refund is issued within 7 working days to the same card or payment method you used when you ordered. You will get an email as soon as the refund has been sent.
Banks and card providers can take a few extra working days to show a refund. By law, we always refund you within 14 days of receiving your return.
If you cancel a whole order, we also refund the standard delivery charge you paid. We do not charge restocking fees or any hidden deductions.
Faulty, Damaged or Wrong Items
If an item arrives faulty, damaged or not as described, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015. Start a return in the Return Center with photos and your order number, and we will arrange a replacement or a full refund, including the original delivery cost and the cost of returning the item.
You have a 30-day right to reject faulty goods for a full refund, and you can ask for a repair or replacement within 6 months of delivery.
Sale Items
Sale items can be returned in exactly the same way as full-price items.
Gifts
If you are returning a gift, the refund goes to the person who bought it, using the original payment method. Please enter the order number and email address used at checkout in the Return Center.
Changing a Size or Style
We do not offer direct exchanges. The quickest way to get a different size or style is to return the original item through the Return Center and place a new order.
Hygiene Items
Items sold sealed for hygiene reasons, such as underwear or pierced earrings, can only be returned if the seal has not been broken.
Items Returned Used or Damaged
If an item comes back worn, washed or damaged by the customer, we may refuse the return or reduce the refund to reflect the drop in value. We will tell you before we do this.
Lost Returns
Your prepaid label includes tracking. Keep your proof of postage until your refund has arrived, in case we need to trace a parcel with the carrier.
Refund Not Arrived?
First check with your bank or card provider, as processing times vary. If it has not appeared 7 working days after we confirmed the refund, contact us at help@nooricollections.shop with your order number and we will look into it.
Contact Us
Noori Collections LTD
Email: help@nooricollections.shop
Phone: +44 1213 288222
Address: 96 Alum Rock Rd, Alum Rock, Birmingham B8 1HZ, UK
Business Hours: Monday - Saturday, 10:30 AM – 6:30 PM | Sunday, 11 AM - 5 PM