Frequently asked questions
Ordering and delivery
Where do you deliver?
To addresses in the United Kingdom: England, Scotland, Wales and Northern Ireland. We do not currently deliver to the Channel Islands, the Isle of Man or outside the United Kingdom.
How much is delivery?
£4.95 on orders under £50, and free on orders of £50 or more. The charge is shown at checkout before you pay.
How long does delivery take?
Orders are processed and dispatched within 1 to 3 business days. Delivery then takes 7 to 12 business days after dispatch. Business days are Monday to Friday, excluding public holidays.
Payment and prices
Which payment methods do you accept?
American Express, Maestro, Mastercard and Visa. The details are in our billing terms.
Do prices include VAT?
Yes. All prices are in pounds sterling (GBP) and include VAT. The delivery charge, if any, is shown at checkout before you pay.
After you order
How do I track my order?
When your parcel is dispatched, you receive an email with the carrier name and your tracking number. Step by step instructions are on our Track your order page.
Can I change or cancel my order?
Email support@noctalume.com with your order number as soon as possible. If the order has not been dispatched, we cancel it and refund you in full. We change the address if processing has not started, but we cannot guarantee a change after that. Once an order has been dispatched, you can cancel after it arrives, as described in our refund policy.
My tracking has not moved. What should I do?
The first scan can take 24 to 48 hours to appear, and a parcel can show no new scans for a few days while it is in transit. If nothing has changed for 7 business days, or tracking shows delivered but you do not have the parcel, email us with your order number and we will investigate with the carrier.
Cancellations and returns
Can I return an item?
Yes. You can cancel within 14 days, starting on the day after you receive your order, without giving a reason. Tell us by email, then send the items back within 14 days after that. We refund you within 14 days after we receive them, or after you give us proof of postage if that is earlier. The full terms are in our refund policy.
Who pays for return postage?
If you changed your mind, including about the fit or the colour, you pay the return postage. If an item is faulty, damaged, incorrect or not as described, we pay it. We do not charge a restocking fee.
What if an item is faulty or wrong?
Email us with your order number and photos. Within 30 days of delivery you can reject a faulty item for a full refund. After that, we offer a repair or a replacement, and a price reduction or a refund if that does not solve the problem.
Sizing and products
Which size should I choose?
Our size guide explains how to measure yourself. Measurements for each item are available on request: email us the item name and the size you are considering, and we send you that item's measurements. If you are still unsure, include your own measurements and we will help you choose.
What are the items made of?
The composition of each item is being collected from our suppliers and is added to the product page once confirmed. If you need to know it before you order, email us and we will ask on your behalf.
Contact
How do I reach you?
Email support@noctalume.com or use the form on our contact page. We reply within 1 business day, Monday to Friday, 09:00 to 17:00 UK time.