All shipment costs are displayed based on price of purchase or volume at checkout. All shipments are processed within 2-5 business days. Time varies during high-volume seasons like holidays or sales.
Most packages will be transferred from USPS to the local postal company, and tracking will be available through those websites as well:
- U.S: USPS direct
- Canada: Canada Post via USPS
- International: Transferred via USPS to local postal company (ie., Royal Mail for Britain, Deutsche Post for Germany, etc)
- If your tracking information is provided through USPS, be sure to copy the tracking number into your local postal company's package tracking for last-mile delivery information
CUSTOMS AND DUTIES CHARGES:
Please note that we cannot guarantee whether or not customs fees will be charged upon receiving a package. We are not notified of local customs charges prior to orders being shipped out, and NOCTEX cannot assume responsibility for customs/duties fees, nor refund customs/duties fees.
DELAYED, LOST, OR STOLEN PACKAGES:
Undelivered packages are the fault of postal companies, and we cannot issue refunds for missing packages. We suggest contacting the postal company handling your package directly and submitting a help request form or missing mail ticket.
Returns Policies
Be sure to check out our Returns Center prior to purchase or submitting a return request for further information regarding returns and exchanges
Return for store credit is viable within 10 days of delivery of your package for regularly priced items (ie., no sale/last of/factory sale items). Please submit a return request at our Returns Center within 10 days of receiving your order. Once approved, you will have 20 days to ship out your return. Damaged or incorrect item claims must be within 3 days.
- As of Nov 1 2024, we are now offering return and exchanges for store credit for all eligible items. Store credit will be issued once returned item(s) are received at our studio and does not expire. To access store credit, log in to your customer account.
- Size exchanges will have shipping covered for all USA orders.
- Sale items, accessories, swimwear, intimates and cosmetics are Final Sale
- Returns must be shipped out within 20 days of return request approval on our end.
- Noctex does not cover return costs. USA customers will receive a shipping label via email for returns, the cost of which will be deducted from store credit totals.
- To be eligible for a return, your item must be unused and in the same condition that you received it (unwashed with no stains, pet hairs, odour, etc)
- Any customs fees charged to our account on returned packages will be deducted from store credit totals.
- Price adjustments are not offered
Gift Cards
- Returns on orders purchased with a NOCTEX gift card/exchange store credit will be refunded as store credit to the gift card.
- Purchased NOCTEX Gift Cards are non-refundable
- Third party pre-paid gift cards (ex., Visa and Mastercard gift cards) cannot be refunded. Please read all details of your pre-paid cards before purchasing anything online, as we are not associated with any pre-paid third-party systems.
Footwear
- All footwear must be returned in the original box with packaging intact
- Do not attach shipping labels directly to the shoebox, or tape the shoebox closed
Shipping Returns/Unclaimed Packages
- Customer is responsible for paying for shipping costs for returning your item. USA customers will receive a shipping label via email for returns, the cost of which will be removed from store credit totals
- If untracked shipping is chosen for a return, any lost packages are at the responsibility of the customer.
- Untracked return packages may take up to a month or more to be returned to our studios; you will be notified as soon as we receive your return.
- NOCTEX is not responsible for refunding any Shipping costs upon an approved refund, as that amount has already been paid to the Shipping Company.
- Customer must provide proof of shipping via email.
- Items must be sent with 'return/no sale value' listed. Any customs fees or accidental UPS/Fedex/DHL shipments will be subject to charge.
- Shipping costs are non-refundable.
- If your package is marked as unclaimed by the postal office and returned to our headquarters ('Returned to Sender'), the buyer must pay the postage fee of an unclaimed package as well as the cost of having the item re-shipped to them. If you no longer wish to have your package sent to you, a store credit of goods will be given minus the postage fees.
- Pre-order shipping dates can be subject to change due to production issues, shipping delays, etc. Any delays will be updated on the listing for the pre-order item. We apologize for any inconvenience.
- US CUSTOMERS:
- Pre-order items are sent separately within the month listed on the item
- Purchases including 2 or more pre-order items will be shipped when the later pre-order item is ready-to-ship
- Purchases with a discount code applied which include pre-order/s, and which total less than $200 will be shipped altogether when the pre-order/s are ready-to-ship
- INTERNATIONAL CUSTOMERS (OUTSIDE US): Purchases including pre-order item/s will be sent altogether when the pre-order/s are ready to ship. Purchase pre-order items separately to have regular ready to ship items sent immediately.
- Free gift items (Dagger Socks, Air Blush, Eyeshadow Palettes, etc) will be sent with Pre-order items if no other ready-to-ship items are included in an order
Fraud & Chargebacks:
NOCTEX strives to provide quality garments and customer service to our customers, and we are more than happy to help with order issues. Customers will always receive an email for cancelled orders notifying them if items are sold out, if the order was flagged as fraudulent, if a payment is incomplete/denied, or if there is another problem with an order.
- SOLD OUT ITEMS: Should a refund email notification be received by a customer for a single item in an order with multiple items, this indicates the single item is sold out, and unavailable to be sent. Customers may also receive an email giving the option to switch out the color or size of an item, or a cancelled order email if all items in an order are unavailable. Refunds should be processed within 24 hours of an above notification, if funds were processed. If there is an issue with the refund being processed, it is advised to contact the buyer’s bank or credit card company before contacting NOCTEX.
- FRAUDULENT ORDERS: Should an order be flagged as fraudulent, the customer may be contacted via the email address attached to the flagged order to verify their identity. Verification may be provided with a picture of a piece of mail or other identification which matches the name and/or shipping address used on the flagged order. High risk fraud orders will automatically be cancelled and refunded, and the customer will be notified.
- INCOMPLETE/DENIED PAYMENT: Should the payment method for an order be incomplete or denied, the payment will not be processed. The order will be cancelled and refunded if applicable, or the order will not be fulfilled or shipped out.
- INCORRECT OR DAMAGED ITEMS: Should an item in an order be incorrect, or received damaged due to a factory defect (ie., item was damaged PRIOR to transit), the customer must contact NOCTEX within 3 days of receiving the incorrect/damaged item in order to begin a return or exchange, or receive store credit, as stated above in our policies as well as at our Returns Center. Returns, exchanges, or store credits are be issued on a case-to-case basis. All other return requests for regularly priced items must be submitted at our returns center within 10 days of the package being marked as delivered on the customer’s tracking information. Further details regarding returns policies are available at the returns center, and customers are encouraged to read NOCTEX policies prior to purchasing and/or submitting a return request.
For all other order issues, please contact us directly at service@shopnoctex.com so that we may help resolve the problem.
CHARGEBACKS:
Chargebacks are a time-consuming and costly effort for small businesses such as NOCTEX to proceed with. Should a chargeback be submitted without contacting NOCTEX and following the correct policies regarding the chargeback reason, the customer submitting the chargeback will be blacklisted and blocked from making purchases on the NOCTEX site. Chargebacks will be responded to within 2 business days.
RETURNS AND REFUNDS ON ORDERS WITH CHARGEBACKS:
- Should an item be returned for store credit from an order with an open chargeback, the refund cannot be processed until the chargeback is closed; this can take up to 40 business days. When a refund is able to be issued, a fee will be deducted from the total refund amount to cover the chargeback fee. This fee may be anywhere between $5-$100USD, depending on the fee NOCTEX is charged. A screenshot of the fee amount is available upon request.
- Should item/s be returned for store credit after a chargeback is resolved in the customer's favor, a refund will not be issued as the funds will have already been returned to the customer from the chargeback
- Should item/s be returned for store credit after a chargeback is resolved in NOCTEX's favor, a refund will be issued with the deducted chargeback fee amount, as mentioned above. A screenshot of the fee amount is available upon request.
Disclaimers:
NOCTEX is not responsible for:
- Third party companies such as National and International package services.
- Delayed, lost, or stolen packages. Refunds are not offered for undelivered orders
- Additional customs fees, taxes or additional charges by the receiver's country.
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