This Refund Policy forms part of our Terms of Service and is governed by the laws of England & Wales.
Your Statutory Rights
As a consumer based in the United Kingdom, you have the following rights under English law:
- Consumer Contracts Regulations 2013 — a 14-day cancellation right from delivery, for any reason. We extend this to 30 days as a courtesy.
- Consumer Rights Act 2015 — items must be of satisfactory quality, fit for purpose, and as described. You are entitled to a refund, repair, or replacement for any item that does not meet these standards.
30-Day Returns
You may return unworn, unwashed items with tags attached and in original packaging within 30 days of delivery. UK returns are free via Royal Mail returns label.
Refund Method & Timing
- Refunds are issued to your original payment method (card, PayPal, or Klarna).
- Once we receive your return, your refund will be processed within 5–7 working days.
- Bank processing times may add a further 2–5 working days depending on your provider.
- The original outbound delivery charge is non-refundable unless the item is faulty.
Faulty, Damaged or Mis-described Items
If your item arrives damaged, faulty or differs significantly from the product description, you are entitled to a full refund including original delivery costs. Please report any faults within 7 days of receipt at hello@noor.co.uk with photos, and we will arrange a free returns label.
Non-Returnable Items
- Custom-stitched bridal or made-to-measure pieces.
- Pierced jewellery (earrings, nose-pins) for hygiene reasons.
- Items showing signs of wear, washing, or with tags removed.
- Gift cards and downloadable items.
Late or Missing Refunds
If you have not received your refund after 10 working days from our confirmation email, please first check your bank account again, then contact your card provider. If you have done both and still have not received it, contact us at hello@noor.co.uk.
Right to Reject
Under the Consumer Rights Act 2015, you have a 30-day right to reject and a full refund where goods are not of satisfactory quality, not fit for purpose, or do not match the description.