Refund & Returns

At NOELANII, we want you to be happy with your purchase. Your rights depend on where you are located. Please read this policy carefully before ordering.

Important: how and where returns are sent

All returns are shipped to our fulfilment centre in China. The full return address is provided by email once you have notified us of your return.

Unless your item is faulty, damaged or incorrect, you are responsible for the cost of returning it. As this is an international return, tracked postage typically costs between £15–£25 (approx. €18–€30) depending on your courier and location. Please check this cost with your courier before ordering or returning.

We do not provide prepaid return labels for change-of-mind returns.

A simpler alternative: if you would prefer not to pay international postage, contact us before returning. In many cases we can offer you a partial refund to keep the item instead, with nothing to send back. This is entirely optional and does not affect your legal right to return the item for a full refund.

United Kingdom customers

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order within 14 days of receiving it, without giving a reason.

Notify us first. Email hello@noelanii.com with your order number before sending anything back. We will confirm the return address and instructions. You may use the cancellation form at the end of this page, but you do not have to.
After notifying us, you have a further 14 days to send the item back. Returns sent after this period may not be accepted.
You bear the direct cost of returning the item (see above).
We refund the price of the item plus the standard delivery cost you originally paid. If you selected an upgraded, express or priority delivery option, we refund the standard rate only — the difference is not refundable.
Your refund is issued within 14 days of us receiving the item back, or of you supplying evidence that you have sent it — whichever is earlier.
Refunds are made to your original payment method.

Condition of returned items and value deductions

You may handle and try on items as you would in a shop. However, if an item is handled beyond what is necessary to establish its nature, characteristics and functioning, we will deduct an amount from your refund reflecting the reduction in its value.

Deductions apply where an item is returned in a condition that prevents resale, including but not limited to:

security tags, swing tags or hygiene strips removed or detached
signs of wear beyond trying on (marks, stretching, pulled threads, damaged embellishments)
make-up, fake tan, deodorant or other cosmetic marks
perfume, smoke, pet hair or other odours
items that have been washed, altered, taken up or otherwise modified
missing original packaging or accessories

Deductions are assessed case by case against the item's resale value and may be up to the full price of the item where it cannot be resold. We photograph all returns on arrival and will share this evidence with you on request.

European Union / EEA customers

You have the same 14-day right of withdrawal on the same terms set out in the United Kingdom section above, including the conditions on returned items and value deductions. These rights derive from the EU Consumer Rights Directive as implemented in your national law (in Ireland, the Consumer Rights Act 2022).

United States customers

Please read this section carefully before ordering. All sales to US customers are final except as set out below.

There is no general right of return on US orders. We do not offer cash or card refunds for change-of-mind returns.

Change of mind — store credit only:

You must contact us at hello@noelanii.com within 14 days of delivery to request a return. Returns sent without prior authorisation will not be processed.
Items must be unworn, unwashed, and with all original tags and hygiene strips attached.
Return shipping is at your own cost, and items are returned to our fulfilment centre in China (address provided on request).
Approved returns are refunded as store credit only. Store credit is valid for 24 months from the date of issue and can be used on any NOELANII product.
A restocking fee of 15% of the item price is deducted from the store credit issued.
Original shipping charges are not refundable.
Personalised items, sale items and sealed hygiene items (including pierced earrings) cannot be returned at all.

Faulty, damaged or incorrect items:

These are not covered by the above restrictions. If your item arrives faulty, damaged in transit, or is not the product you ordered, you are entitled to a full refund or replacement at no cost to you, including return shipping. Please contact us at hello@noelanii.com with your order number and photographs of the issue.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or is not what you ordered, this is not a change-of-mind return and different rules apply:

You are entitled to a full refund, replacement or repair.
We cover all return costs, and no fees or deductions are applied.
Please email hello@noelanii.com within a reasonable time of delivery with your order number and clear photographs of the issue, so we can assess it and arrange the resolution for you.

This does not affect your statutory rights.

Items that cannot be returned

The right of withdrawal does not apply to:

Personalised or made-to-order items produced to your specification.
Sealed items that are not suitable for return for hygiene reasons where the seal has been broken after delivery. This includes pierced earrings and similar jewellery, which cannot be returned once removed from their sealed packaging.

All other items, including sale and discounted items, may be returned under the 14-day right of withdrawal.

Free gifts and promotional items

Where a free or promotional gift was included because your order met a qualifying threshold, and your return brings the order below that threshold, the gift must be returned with your items. If the gift is not returned, or is returned in unsaleable condition, its stated retail value will be deducted from your refund.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order for the item you would like instead. Return postage for the original item is at your own cost unless the item is faulty or incorrect.

How to return an item

Email hello@noelanii.com with your order number before returning anything. Tell us the reason for your return — it helps us improve, and lets us check whether a simpler option is available to you.
We will confirm the return address and instructions by email.
Return the item using a tracked service and keep your proof of postage. Untracked returns cannot be traced, and we are unable to process a refund for a parcel we have no record of receiving and for which no evidence of sending can be provided.
Include a note inside the parcel showing your order number. Parcels arriving without identification may be significantly delayed while we trace them.
Once received and inspected, we will process your refund and email you confirmation, including details of any deduction applied.

Depending on your bank or card provider, it may take a few additional days for the refund to appear in your account. If more than 14 days have passed since we confirmed your refund, please contact us.