Questions

Questions

How do I send something back or swap it?

To begin a return, raise a Return Reference (RR) from inside your Noctuary account. You can also ask the Client Services team to walk the return through with you. We keep a strict paper-free policy in the warehouse to cut waste, which is why you will not find a printed slip tucked inside the box.

We do not run direct exchanges. Send the piece back for a full refund and place a fresh order for the size or colour you would rather have, as early as you can. Every return is read against our returns policy.

Ordered as a guest? Open an account with the same address you checked out under. You can also use the self-service tool to raise a return, or write to Client Services and we will raise it for you.

Can I cancel or change an order?

An order can still be changed or stopped for as long as the merchandise has not moved into packing or dispatch.

If you hold a Noctuary account, to change or stop an order:

• Sign in to your Noctuary account
• Open the Order history tab on the left
• Under Amend, choose what your request is about
• Fill in the short form and send it to us

Write to Client Services if you do not hold an account and need an existing order changed. The team works around the clock and will push any amendment through before the order joins the dispatch queue.

Do note: an order placed through guest checkout can only be amended by you once an account exists under the same address. If you would rather not open one, Client Services can always make the change on your behalf.

When will my order arrive?

As soon as payment clears, a confirmation lands at the address we hold for you. That message doubles as your invoice and carries the order number.

Orders are usually prepared inside two working days. Through busier weeks — sale, holidays, a large drop — give us a day or so more.

Once the parcel leaves us you will get a second message carrying the tracking reference, so you can watch the delivery move.

How do I know if something will fit?

To help you land on the right size, every product page carries the following:

• A conversion chart that reads across international sizing.
• Measurements for that piece (sleeve length, leg opening and so on).
• The size worn by the model, next to the model's own measurements.

All of it sits under the Size guide tab on any product page.

Client Services can also talk you through measurements and fit at any hour.

Are duties and taxes covered?

Tax

Prices shown on a product page are worked out from wherever you are shopping. To be sure you are seeing accurate pricing, tax and delivery as you browse, set your delivery country at the foot of any page.

Do note: on the Noctuary app, allow location access so that regional pricing can be shown.

Duties

Domestic orders

Orders placed for delivery inside our home market are charged national and regional sales tax, which varies by the region the parcel travels to. Because we pack and ship from a single home warehouse, nothing crosses a border and no duty is raised on delivery.

International

We deliver to 47 countries with duty and tax already settled. Where that applies, both are folded into the price at checkout and the parcel travels duty paid, so nothing further is asked of you at the door.

Where duty and tax are not settled at checkout, the parcel travels duty unpaid and may attract duty, handling and import tax on delivery. Those charges are set by your local customs authority and must be paid before the parcel is released. Your local customs office can tell you more.

United States

By ordering from us you accept that the sale takes place outside the United States, and that you are importing the goods for personal rather than commercial use. You also accept that you will be named as the importer of record for customs purposes, and that the parcel enters the country under the requirements that apply to it.

To keep that simple, your order stands as your agreement for Noctuary to name a carrier or customs broker, where one is needed, as your unpaid agent for customs work on a single non-commercial parcel. The order also stands as your electronic signature against the following:

“The named carrier or customs broker is authorised to act as an unpaid agent with knowledge of the facts, to make the declarations that the consignee and owner are required to make, and to enter on my behalf the goods described on the attached invoice, which sets out the facts of the shipment truthfully and in full.”

That authority lets the carrier or broker file on your behalf: an administrative entry under the low-value allowance where the parcel qualifies; an informal entry where the rules permit one; or a formal entry for any order above the formal-entry threshold.

Any duty, tax and fee owed under local law remains yours to settle. Goods valued at or under the low-value allowance may enter without duty or tax, subject to the limits below:

1. A single order addressed to one person that sits above the allowance cannot be broken into several parcels to sidestep duty and tax;
2. Separate orders addressed to one person and consolidated by the shipper or carrier onto one air waybill are read as a single parcel, and lose the allowance where the combined value sits above it; and
3. Where separate waybills exist, the parcel qualifies unless several waybills are addressed to one person and travel on the same day with a combined value above the allowance, in which case customs reads them as one parcel.

It is our position that goods bought from us should enter the United States without duty or tax under the low-value allowance, but only where the allowance genuinely applies. Our carriers have been instructed to claim it on that basis alone.