Refund policy

RETURNS POLICY

We want you to be happy with your purchase, but if in any case you are dissatisfied, we will be more than happy to assist you with a return and/or exchange. 

  • We offer exchanges and full refunds on products with a receipt within 15 days of purchase. Products received outside this date will not be accepted. 
  • New Zealand/International orders are accepted within 21 days from the date of purchased. Items received outside this date will not be accepted.
  • Please be acknowledged that only products placed in original packaging with tags and in an unworn, unwashed, non-ironed condition can be accepted as returns. 
  • To return items please send us an email at sales@shopnocturne.com.au and one of our representatives will be able to guide you.
  • To make return and exchange process simple and easier, shipping fee is covered by us.
  • We will issue a refund to the original form of payment. Please allow us up to 14 days to check whether returned products are compatible with our return requirement and for your transaction to process. Your refund will be issued in the original form of payment, such as the credit card used for the order. 
  • Shipping and handling costs are not refundable. 

RETURN STEPS

  1. To return item’s please send us an email at sales@shopnocturne.com.au and one of our representatives will be able to guide you.
  2. Let us know the reason for returning the product in the email and add any additional notes, if required.
  3. Please let us know how we can resolve the return by informing either exchange, refund to original payment method or refund to store credit.
  4. Once your return has been approved, prepaid label will be provided by us. 
  5. Returns for refund shipping fee is covered by us.
  6. To exchange an item, within 15 days please send us an email at sales@shopnocturne.com.au with your preferred exchange SIZE/STYLE and one of our representatives will be able to guide you. Please note, to make an exchange experience simple and easy, shipping cost for an exchange is covered by us.
  7. Pack and label the items. Pack your return item(s) using the original packing provided. Attach the label securely to the satchel, ensuring the previous delivery label is covered.
  8. Your refund will be issued in the form of original payment, such as the credit card used for the order. Shipping and handling costs are not refundable. 
  9. You will receive a confirmation email when your merchandise has been processed. Please allow up to two weeks for the credit to appear in your account.


EXCHANGE POLICY

  1. After the first 15 days of delivery, we DO NOT accept exchanges.
  2. To exchange an item within 15 days please send us an email at sales@shopnocturne.com.au with your preferred exchange SIZE/STYLE and one of our representatives will be able to guide you.
  3. To make an exchange experience simple and easy for our consumer, shipping cost for an exchange is covered by us.
  4. If we do not have your desired item, we will assist with a refund or credit note.

Please note: Items exchanged must be of equal or greater value. If you prefer items in another colour or size, just return the items you don’t like and place a new order @ https://shopnocturne.com.au. 

SALE ITEMS RETURNS AND EXCHANGES

Please note, all the items placed in our SALE are final sale and cannot be returned for refund, but we are happy to provide a Store Credit. Should you wish to exchange you can do this following our exchange policy.


INTERNATIONAL RETURNS 

  1. Please initiate your refund/exchange following our refund/exchange policy or simply email us at sales@shopnocturne.com.au and one of our representatives will be able to guide you.
  2. Please note, that for international returns the return shipping and any reverse duties & taxes are the responsibility of the customer.
  3. Once your return is received and inspected, your refund will be issued. Please allow up to 7-10 business days for the refund to be processed back to your original form of payment.


Note: Customer happiness is our ultimate priority, and we do our best to give you the best service so do not hesitate to contact us. Our Customer Service Department is there to answer your questions.