Refund policy

Return & Refund Policy

At Noctelle™, we want you to feel confident ordering from us. Because our products are apparel items, we maintain clear return standards to keep the process fair for customers while protecting against misuse.

Return Window

Eligible return requests must be submitted within 30 days of delivery.

To qualify for a return, the item must be:

• unworn except for a brief fit check
• unwashed
• free from stains, odors, makeup, pet hair, deodorant marks, or other signs of wear
• undamaged and unaltered
• returned with original packaging and tags where applicable

Items that have been worn, washed, damaged, altered, or returned in materially different condition may be denied a refund or may qualify only for a partial refund where permitted by law.

Contact Us Before Returning

All returns must be approved before being sent back.

Please contact NoctelleSupport@proton.me with:

• your order number
• the reason for your return
• photos if there is a product issue

Returns sent without prior authorization may not be accepted.

Sizing & Fit

Customers are responsible for reviewing the size chart before placing an order.

Ordering the wrong size or preferring a different fit does not automatically mean the product is defective.

Sizing-related returns may be accepted within the return window if the item is unworn, unwashed, and in resalable condition. Return shipping for sizing-related returns is the customer’s responsibility unless we sent the wrong size.

Change-of-Mind Returns

If you change your mind, you may request a return within 30 days of delivery as long as the item still meets the eligibility requirements above.

For change-of-mind returns:

• the customer is responsible for return shipping
• original shipping charges are non-refundable
• the item must be returned in resalable condition

Damaged, Defective, or Incorrect Items

If your order arrives damaged, materially defective, or incorrect due to our error, contact NoctelleSupport@proton.me within 7 days of delivery.

Please include clear photos showing the issue.

Once verified, we may provide an appropriate resolution, including:

• replacement
• exchange
• store credit
• refund where appropriate

Where a replacement or exchange can reasonably resolve the issue, we may offer that option before issuing a refund.

What Is Not Considered a Defect

The following generally do not qualify as manufacturing defects:

• ordering the wrong size
• personal preference regarding fit, feel, or appearance
• minor color differences caused by lighting or screen settings
• slight variation in denim wash, stitching, or lace placement
• normal fabric creasing from shipping
• damage caused by improper washing or drying
• damage caused by misuse, excessive stretching, alterations, or improper handling
• normal wear and tear

Worn or Washed Items

For hygiene and quality reasons, worn or washed items are generally not eligible for return unless there is a genuine manufacturing defect that could not reasonably have been discovered before use.

Please inspect your item carefully before washing or wearing it for an extended period.

Return Shipping

Customers are responsible for return shipping costs unless the item was incorrect, damaged on arrival, or confirmed defective due to our error.

We recommend using a tracked shipping method.

Noctelle™ is not responsible for returns lost during return transit.

Refunds

Once an approved return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method.

Original shipping charges are non-refundable except where required by law or where the return resulted from our error.

Refund processing times may vary depending on your bank or payment provider.

Order Cancellations

Orders may only be canceled before fulfillment begins.

Once an order has entered processing or shipped, it cannot be canceled and must follow the normal return process.

Packages Marked Delivered

If tracking shows your package as delivered but you cannot locate it, please first:

• check around the delivery location
• ask household members
• check with neighbors
• contact the shipping carrier

A package marked delivered does not automatically qualify for a refund, but we will help investigate legitimate delivery issues.

Fraud & Policy Abuse

We reserve the right to deny returns, refunds, replacements, or exchanges in cases involving:

• suspected fraud
• repeated policy abuse
• false or altered evidence
• intentional product damage
• chargeback abuse
• attempts to return worn merchandise as new

Contact

For returns, refunds, exchanges, or order issues, contact:

NoctelleSupport@proton.me

Please include your order number and any relevant photos.

Nothing in this policy limits any rights you may have under applicable consumer-protection laws.