GENERAL QUERIES
HOW DO I TRACK MY ORDER?
We strive to process and ship orders promptly within 1 - 2 business days of placement. Once your order has been dispatched, you will receive an email notification containing tracking information. You can track your package directly through our website using the provided tracking details to monitor the progress of your order easily. If you have any questions or need assistance, feel free to reach out to our customer service team.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
We always strive to deliver your parcel with the best carrier. All information about the shipping times can be found on our shipping page.
HOW LONG WILL IT TAKE TO RECEIVE A REFUND?
Once you’ve sent your items back to us, you should receive your refund within 7 business days after the items have reached our warehouse.
You can track the progress of your return using the provided track and trace of your chosen carrier which indicates when the package reaches our warehouse. The 7-workday processing period commences from this point onward. Once the refund has been issued, you will receive a notification.
WHAT IS YOUR RETURN POLICY?
You can return your product within 14 days of receiving it, no questions asked. We don’t charge any return or handling fees—customers are only responsible for the cost of the return label.
HOW DO I MAKE A RETURN?
Making a return is easy! Here's what you need to do:
1. Within 14 days of receiving your order, send an email to support@noirandpearl.co.uk indicating that you want to exchange one or more products.
2. Our team will promptly provide you with return instructions.
3. Follow the provided instructions to complete the return process.
WHAT PAYMENT METHODS CAN I USE?
We offer a variety of payment methods to make your shopping experience convenient and secure. Here are the payment methods we currently accept:
Credit or Debit Cards: We accept major credit and debit cards, including Visa, Mastercard, American Express.
PayPal: You can use your PayPal account to make purchases on our website for added convenience and security.
Mobile Payment Services: Depending on your location, we may accept mobile payment services such as Apple Pay and Google Pay
Gift Cards or Store Credit: If you have a gift card or store credit issued by us, you can use it to pay for your purchases.
Please note that the availability of payment methods may vary depending on your location and the specific products you're purchasing. If you have any questions about payment methods or need assistance with your payment, please don't hesitate to contact our customer support team.
PRODUCT
HOW DO I FIND THE RIGHT SIZE?
We advise you to check the size guide on the product page. You can find this by clicking on "size finder" which is located right below the size selector. By doing so, you will find the perfect size for you.
HOW SHOULD I WASH MY BOTTOMS OR TOPWEAR?
Proper care ensures your garments stay in great condition for longer. Here's a guide on how to wash your bottoms and topwear:
Step 1: Check the Care Label: Before washing any garment, always check the care label for specific instructions. Different fabrics and designs may require different care methods.
Step 2: Sort by Color and Fabric: Separate your garments into light and dark colors to prevent color bleeding. Additionally, separate delicate fabrics from sturdier ones to avoid damage.
Step 3: Pre-Treat Stains: If there are any stains on your garments, pre-treat them with a stain remover or gentle detergent before washing. Follow the instructions on the product label for best results.
Step 4: Choose the Right Washing Cycle: Select the appropriate washing cycle on your washing machine based on the fabric and level of soiling. Use a gentle or delicate cycle for delicate fabrics and a regular cycle for sturdier materials.
Step 5: Use a Mild Detergent: Use a mild detergent that is suitable for the fabric of your garments. Avoid using bleach or harsh chemicals, especially on delicate fabrics.
Step 6: Wash in Cold Water: To prevent shrinking and color fading, wash your garments in cold water. Cold water is also gentler on fabrics and helps to preserve their integrity.
Step 7: Turn Garments Inside Out: Turn your garments inside out before washing to protect the outer surface and minimize friction during the washing cycle.
Step 8: Use a Gentle Cycle: If your washing machine offers a gentle cycle option, use it for delicate fabrics or garments with embellishments to minimize wear and tear.
Step 9: Air Dry or Tumble Dry Low: After washing, air dry your garments by laying them flat or hanging them on a drying rack. If using a dryer, choose a low heat setting to prevent shrinkage and damage to the fabric.
Step 10: Iron or Steam as Needed: Once dry, iron or steam your garments as needed to remove wrinkles and maintain a neat appearance. Follow the ironing instructions on the care label to avoid damaging the fabric.
By following these steps, you can ensure that your bottoms and topwear are washed effectively while preserving their quality and longevity.
DO YOU OFFER GIFT CARDS?
To purchase a gift card, simply visit our website and navigate to the gift cards section. From there, you can choose the desired amount for the gift card and add it to your cart. During the checkout process, you can provide the recipient's email address and a personalized message if you'd like to send the gift card directly to them.
Once the purchase is complete, the gift card will be delivered electronically to the recipient's email inbox, along with instructions on how to redeem it. Recipients can then use the gift card to shop for their favorite items on our website at their convenience.
DO YOU OFFER WARRANTY ON YOUR PRODUCTS?
We stand behind the quality of our products and aim to address any concerns or issues promptly. Our warranties typically cover manufacturing defects and workmanship issues for a specified period from the date of purchase. However, please note that warranty terms and conditions may vary between products.
ORDERS & DELIVERY
HOW DO I TRACK MY ORDER?
We strive to process and ship orders promptly within 1 - 2 business days of placement. Once your order has been dispatched, you will receive an email notification containing tracking information. You can track your package directly through our website using the provided tracking details to monitor the progress of your order easily. If you have any questions or need assistance, feel free to reach out to our customer service team.
WHAT IS THE DELIVERY TIME?
We are currently experiencing a very high order volume, all orders will be dispatched within 1-2 business days, and shipping will take around 7-10 business days.
Delivery details will be provided during checkout & in your confirmation email.
WHAT ARE THE SHIPPING COSTS?
We offer free shipping on all orders within the United Kingdom, ensuring a seamless shopping experience. Rest assured, there are no hidden fees—every cost is transparently displayed at checkout for your convenience.
CAN I CANCEL OR CHANGE MY ORDER?
We understand that circumstances may change, but our commitment to quick processing means we're already working diligently to prepare your order for shipment as soon as it's received. Therefore, we kindly ask our customers to double-check their orders before finalizing payment.
If you have any questions or concerns regarding your order, please don't hesitate to contact our customer support team. We're here to assist you in any way we can within the constraints of our rapid processing system.
If the item(s) are not to your liking you can always return them within 14 days.
HOW DO I REDEEM MY GIFT CARD OR VOUCHER?
During the checkout process, you'll have the option to enter your gift card or voucher code in the designated field. After entering your code, click or tap the 'Apply' button to redeem your gift card or voucher. The total amount will be adjusted accordingly. Once your gift card or voucher has been successfully applied, continue with the checkout process as usual. Review your order details, enter any additional information required, and complete your purchase.
If you encounter any difficulties while redeeming your gift card or voucher, please don't hesitate to reach out to our customer support team for assistance. We're here to help ensure a smooth and enjoyable shopping experience for you.
MY TRACKING SAYS MY ORDER HAS BEEN DELIVERED, BUT I HAVEN'T RECEIVED IT?
If your tracking information indicates that your order has been delivered but you haven't received it, here are a few steps you can take:
Check Your Delivery Location: Double-check the delivery address to ensure that it was entered correctly when placing the order. Sometimes, packages may be delivered to a neighbor, front desk, or a different location on your property.
Look for Delivery Notes: Check for any delivery notes left by the carrier. Sometimes, carriers leave packages in secure locations or with a receptionist if you're not available to receive the delivery.
Contact the Carrier: Reach out to the shipping carrier listed in your tracking information. Provide them with your tracking number and explain the situation. They may be able to provide additional details about the delivery or initiate an investigation into the matter.
Contact Customer Support: If you're unable to locate your package after following the above steps, contact our customer support team. Provide them with your order details and tracking information. We'll work with you to resolve the issue and ensure that you receive your order as soon as possible.
File a Claim: In some cases, if a package is marked as delivered but not received, you may need to file a claim with the shipping carrier. Our customer support team can assist you with this process and provide any necessary documentation.
Rest assured, we're here to help resolve any delivery issues and ensure that you receive your order. Please don't hesitate to reach out to us for assistance.
I ENTERED A WRONG SHIPPING ADRES, WHAT CAN I DO?
If you realize the mistake shortly after placing your order, contact our customer support team immediately. The sooner you reach out, the better the chances of correcting the address before the order is shipped.
If your order has already been processed or dispatched and you're unable to update the address through our customer support team, contact the shipping carrier directly. Depending on the carrier's policies, you may be able to request a package redirection or rerouting to the correct address. This often involves an additional fee and is subject to carrier approval.
To avoid similar issues in the future, double-check your shipping address before finalizing your order. Ensure all details, including apartment numbers, street names, and postal/ZIP codes, are accurate.
WILL I BE CHARGED WITH VAT?
VAT is covered in the listed prices for all purchases made through our website. You won't encounter any additional charges related to VAT during the checkout process. We strive to provide transparent pricing to make your shopping experience as straightforward as possible. If you have any questions or need further clarification, feel free to reach out to our customer support team for assistance.
I HAVEN'T RECEIVED A ORDER CONFIRMATION, WHAT SHOULD I DO?
You will receive an order confirmation by e-mail immediately after placing your order. This e-mail contains the order number (consisting of minimum 4 digits), order summary and the shipping address.
Sometimes, order confirmation emails may be filtered into your spam or junk folder by mistake. Take a moment to check these folders in your email account to see if the confirmation email is there.
If you've checked your spam folder, waited for some time, and verified your email address but still haven't received an order confirmation, reach out to our customer support team. Provide them with your order details, including your full name and order number, and they'll assist you in verifying your order status and resend the confirmation email if necessary.
RETUNS & EXCHANGES
WHAT IS YOUR RETURN POLICY?
You can return your product within 14 days of receiving it, no questions asked. We don’t charge any return or handling fees—customers are only responsible for the cost of the return label.
HOW CAN I MAKE RETURN?
The exchange or return of an order is very easy.
Send within 14 days after receipt of your order an email to support@noirandpearl.co.uk in which you indicate that you want to exchange one or more products. We will send you the return instructions right away. :)
WHAT ARE THE RETUN COSTS?
Return costs may vary depending on your location and the reason for the return. We advise using a tracked shipping method from a trusted carrier to ensure your return reaches us safely. Please note that return costs are non-refundable. For more details on return shipping and costs, please refer to our return policy or contact our customer support team.
HOW LONG DOES A REFUND TAKE?
We do our best to process returns as quickly as possible. After receiving your return in our warehouse we process it within 7 business days. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse. From then on the 7 business days start. After the refund has been made, you will receive a message about it.
CAN I MAKE AN EXCHANGE?
Yes, you can make an exchange! We will send the first exchange from our warehouse for free. For any subsequent exchanges, you will be required to cover the cost of delivery.
Simply follow these steps:
1. Send an email to support@noirandpearl.co.uk within 14 days of receiving your order to initiate the exchange process.
2. Provide details about the item(s) you wish to exchange and the reason for the exchange.
3. Our team will provide you with instructions on how to proceed with the exchange.
4. Follow the provided instructions to complete the exchange process.
5. Once we receive your returned item(s), we'll process the exchange and send out your replacement item(s) as soon as possible.
International: Please note we are not responsible for paying any customs charges (import duty or tax) on any returns for the exchanges. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot exchange lost returns
If you have any questions or need further assistance, feel free to reach out to our customer support team. We're here to help!
HOW LONG DOES IT TAKE TO EXCHANGE A PRODUCT?
After your return shipment is received by our warehouse, we will process your return within 7 days. In most cases your exchange wish will be executed in just a few days. You will always receive a confirmation email with a tracking code once your new order is fulfilled.
WHAT CAN I DO WHEN MY EXCHANGE PRODUCT IS NO LONGER AVAILABLE?
Contact our customer service team to inquire about the possibilities. We'll provide you with an update on when we expect to have the product back in stock or if there are any alternative options available.
WHERE CAN I FIND MY ORDER NUMBER TO REGISTER MY RETURN?
Your order number can be found in the confirmation email you received after placing your order. This is a five digit code. If you have not received this e-mail correctly, our customer service will be happy to help you.
If you've already initiated the return process and the product is sold out, we'll reach out to you directly. Our team will work with you to find a suitable solution, whether it's selecting a different product, receiving storecredit or exploring other options.
WHAT SHOULD I DO IF A PRODUCT IS DELIVERED FAULTY OR DAMAGED?
If you receive a product that is faulty or damaged, we're here to help! Follow these steps to resolve the issue:
1. Take a photo of the damaged or faulty product.
2. Send an email to support@noirandpearl.co.uk with the picture of the complaint attached. In your email, please include your order number and a brief description of the issue.
3. Our customer service team will review your message promptly and work with you to find a solution as quickly as possible.
We're committed to ensuring your satisfaction and resolving any issues with your order. Don't hesitate to reach out to us if you encounter any problems
WHAT SHOULD I DO IF I WANT TO RETURN MY ORDER OUTSIDE THE RETURN PERIOD?
We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days. In the unlikely event that this does not work out, we offer you the option of exchanging the product for a replacement or a store credit. Please ask our customer service for the possibilities.
HOW LONG DOES IT TAKE FOR MY RETURN TO BE PROCESSED?
We do our best to process returns as quickly as possible. After receiving your return in our warehouse we process it within 7 working days. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse. From then on the 7 working days start. After the refund has been made, you will receive a message about it.
PRESS & CAREERS
HOW DO I CONTACT YOU FOR PRESS ENQUIRIES?
For any press enquiries, please contact us at support@noirandpearl.co.uk
HOW DO I CONTACT YOU FOR CAREER ENQUIRIES?
Great to hear that you are interested in working at NOIR & PEARL! Please send us a message at support@noirandpearl.co.uk and we will get back to you as quickly as possible.
CONTACT
HOW CAN I CONTACT THE CUSTOMER SERVICE?
If you have any questions, don't hesitate to contact us, we are happy to help. Our experts are available 5 days a week to answer all the questions you may have.
Contact: support@noirandpearl.co.uk or click here
WHAT IS THE RESPONSE TIME OF THE CUSTOMER SERVICE?
We aim to reply within 24 hours on business days. Please note that our Customer Service opening hours are 9am-5pm, Monday to Friday.
