CUSTOMER CARE 

ORDERS and SHIPMENT 

SHIPMENT COSTS 

We offer free shipping for orders over 50 € (or the equivalent of your currency). For the order under 50 € we do not offer free shipping. 

WHEN WILL I GET MY ORDER? 

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as the follows:   
           • USA: 3–4 business days
           • Europe: 6–8 business days
           • Australia: 2–14 business days
           • Japan: 4–8 business days
           • International: 10–20 business days

[COVID-19] WHEN WILL I GET MY ORDER? 

Our fulfillment times may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.

WHERE WILL MY ORDER SHIP FROM?

We work with an on-demand order fulfillment company with facilities worldwide.

WILL I BE CHARGED CUSTOMS FOR MY ORDER?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases. 

HOW DO I TRACK MY ORDER? 

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at

HOW DO I TRACK MY ORDER? 

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info.noluxury@gmail.com.

MY ORDER SHOULD BE HERE BY NOW, BUT I STILL DON'T HAVE IT. WHAT SHOULD I DO? 

Before getting in touch with us, please help us out by doing the following:
            • Check your shipping confirmation email for any mistakes in the delivery address.
            • If the shipping address is correct, get in touch with us at info.noluxury@gmail.com with your order number.
            • If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost. 

RETURNS, EXCHANGES and REFUNDS 

7 DAYS FOR FREE EXCHANGES 

After the date you receive your item, you have 7 days to make your exchanges.
After 7 days, we can’t offer any free exchanges (in this case you have to take charge of all shipment costs and we can’t offer any refund).

KEEP IN MIND We offer exchanges or refunds only for customers that receive the wrong items or damaged items (different from what you have ordered)

TIP: If you’re unsure which size would fit better, check out our sizing charts, we have one for every item listed on our store, in the product description section. 

SPECIFY THE REASON FOR THE EXCHANGES 

Before proceeding with any exchanges, you must contact us at info.noluxury@gmail.com with an exchanges request, specifying what the issue is.
To avoid any misunderstanding, explain clearly the issue as we need a detailed issue description and HIGH QUALITY photos of:
          • the product, showing the return reason. You can choose one of these reasons:
                - damaged item or mislabelled.
                - wrong item (another item or graphics, wrong size, wrong colour = different from what you ordered)
          • the date of your item receivement, this will be shown on your online tracking or via a card left by your local postal service.
          • your order number, and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible.

IMPORTANT

Keep in mind that we can’t offer any free exchanges and any refund on these cases:
          • without detailed issue description
          • without photos or with low quality photos (where for us it’s difficult to understand the exchange reason, order number or receivement date)
          • with different exchanges reasons of those listed above
          • Past 7 days you received the items.
          • You proceed to send back the items without contacting us before. In this specific case all shipment extra costs are not covered by us.
Any item being returned MUST be sent to: Flat 2, Dudley Mansions, 17 Hanson Street, London, W1W 6TJ.  

WHERE AND WHEN TO MAKE THE EXCHANGES 

Before proceeding with any exchanges, you must contact us at info.noluxury@gmail.com to find together an issue solution and we will let you know how to carry on. After you contact us with detailed issue description and high quality photos we can tell you how to proceed.
For damaged or wrong items ( another item or graphics, wrong size, wrong colour = different from what you ordered) we will send to you a new item (without any costs) or we will send you a refund. In both cases you don't need to send the item back.

IMPORTANT If you want to send back the item, in this case you will have to cover all shipment costs yourself, so we suggest you don't need to send the item back, you can keep the incorrect order and keep the new item that will be posted to you or alternatively accept a refund. 

WHEN YOU GET YOUR REFUNDS

If you prefer a refund instead of an exchange and the reason is that you received damaged or wrong items, we will proceed to complete a refund in the same method of payment of your original purchase.

CAN I EXCHANGE AN ITEM FOR A DIFFERENT SIZE/COLOR?

No, if you ordered the wrong colour or size, we cannot offer exchanges for these reasons, since your product is unique and on demand and not produced in bulk. So we suggest you make sure and double check the colour and size you are ordering.

TIP: If you’re unsure which size would fit better, check out our sizing charts, we have one for every item listed on our store, in the product description section, or contact us here for some advices: info.noluxury@gmail.com  

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