Refund policy
Return & Refund Policy
At THE NOIR MAISON, we want you to shop with confidence. If something isn't right with your order, we're here to help.
This policy applies to purchases made through thenoirmaison.com.
1. Our 14-Day Return Policy
We offer a 14-day return period for online purchases.
You may notify us that you wish to return an item within 14 days of receiving your order. If your order arrives in separate deliveries, the period begins when you receive the final item.
Once you have notified us, please send the items back within a further 14 days.
For eligible returns, you do not need to give a reason, although your feedback is always appreciated.
These terms do not limit any statutory rights that apply in your country.
2. How to Return an Item
To arrange a return:
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Email contact@thenoirmaison.com with your order number and the item you wish to return.
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Tell us whether you would like a refund or assistance with an exchange.
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We will provide the appropriate return address and shipping instructions.
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Pack your items securely and use a tracked shipping service where possible.
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Keep your shipping receipt and tracking information until your return has been resolved.
Your statutory right to withdraw is exercised by notifying us within the applicable period and does not depend on receiving our prior approval.
Please contact us before sending an international return so we can provide the correct customs documentation.
3. Condition of Returned Items
You may inspect and try on clothing as you would in a physical store.
We ask that returned items are handled with care and, where possible, are returned with their original tags and packaging.
If an item has been worn beyond what is reasonably necessary to assess its fit and characteristics, washed by the customer, altered or damaged, a deduction for diminished value may apply where permitted by law.
Removing packaging or trying on an item does not automatically remove your statutory right of withdrawal.
Certain items may be excluded from change-of-mind returns where the law allows, including clearly personalised goods and qualifying sealed hygiene products after their seal has been broken.
Sale and discounted items remain eligible for statutory returns.
4. Colour, Wash & Finish Variations
Certain garments available at THE NOIR MAISON feature specialised manufacturing treatments, including stone washing, acid washing, garment washing, pigment dyeing, garment dyeing, fading and distressed finishes.
These treatments are intentionally used to create distinctive textures, tonal effects, washed appearances and individual character.
Natural variations in colour intensity, fading, wash patterns, shading, texture and finish may occur between individual garments of the same design. These variations are characteristic of the manufacturing processes used and may form part of the intended appearance of the product.
We make reasonable efforts to display product colours and finishes accurately. However, the appearance of colours may vary depending on screen settings, device calibration, lighting conditions and photography.
For products described as washed, garment-dyed, faded or distressed, slight differences in shade, fading placement and wash distribution may be expected.
Such minor variations, where consistent with the product description and intended finish, do not necessarily indicate a manufacturing defect.
If you believe that the item received differs materially from its description, photographs or stated characteristics, please contact us with your order number and clear photographs so we can review the concern.
Nothing in this section limits your statutory right to withdraw from an eligible online purchase or your rights when goods are faulty, materially misdescribed or not in conformity with the contract.
5. Return Shipping Costs
Change-of-mind returns
If you change your mind, order the wrong size or prefer a different colour, you are responsible for the direct cost of returning the item to us, except where applicable law requires otherwise.
Faulty, damaged or incorrect items
If you receive a defective item or an item that does not match your order, please contact us with your order number and, where possible, photographs of the issue.
Where THE NOIR MAISON is responsible, we will arrange an appropriate solution and cover the necessary return shipping costs in accordance with applicable consumer law.
Restocking fees
We do not charge restocking fees.
6. International Returns and Customs
International returns are handled through our returns process in Bulgaria.
If you are returning an item from outside the European Union, including the United States, the United Kingdom, Japan, China or Hong Kong, please contact us before sending the parcel.
To help avoid unnecessary customs delays and charges, return shipments must be accurately identified as:
“Returned Merchandise – Customer Return – No New Sale.”
Please include the original order number and declare the accurate value of the returned merchandise. Where required, we will provide supporting documentation relating to the original purchase and export.
Do not declare returned purchases as gifts or use an artificially reduced customs value.
Where applicable, we will work with our shipping or customs partners to request available relief for returned goods. Any such relief depends on the relevant customs requirements and is not guaranteed.
For change-of-mind returns, the customer is responsible for return postage unless otherwise required by law.
7. Refunds
Once a return is received or sufficient proof of return shipment is provided, we will process any refund due in accordance with applicable consumer law.
For customers exercising statutory withdrawal rights in the European Union, we will reimburse eligible payments within 14 days of receiving the withdrawal notice. Where permitted, we may withhold reimbursement until we receive the goods or proof that they have been sent back, whichever occurs first.
For eligible full-order withdrawals, the refund includes the original standard delivery cost where required by law. Additional charges for an upgraded delivery service are not refundable beyond the standard delivery cost.
Refunds are issued to the original payment method unless another arrangement is expressly agreed and legally permitted.
Your bank or payment provider may require additional time to display the refunded amount.
8. Exchanges
Need a different size or colour? Contact us at contact@thenoirmaison.com.
Exchanges are subject to stock availability. If a direct exchange is unavailable, we may suggest returning the original item and placing a new order.
For voluntary exchanges, customers are responsible for applicable return shipping costs. This does not affect your legal rights concerning defective or incorrectly supplied goods.
9. Order Cancellations
If you wish to cancel an order before it has been fulfilled, please contact us as soon as possible.
Once an order has been dispatched, the return and withdrawal procedures outlined above will apply.
Your statutory cancellation and withdrawal rights remain unaffected.
10. Consumer Rights and Product Guarantees
Nothing in this policy excludes or limits your mandatory consumer rights.
If a product is defective, not as described or otherwise fails to comply with applicable consumer protection laws, you may be entitled to repair, replacement, a price reduction or refund, as required by law.
For consumers in the European Union, the statutory legal guarantee for goods generally provides protection for at least two years.
11. Contact Us
For returns, refunds, exchanges and order-related questions, contact:
THE NOIR MAISON
Website: thenoirmaison.com
Email: contact@thenoirmaison.com
Our team will provide return instructions and the correct receiving address for your shipment.
12. Model Withdrawal Form
Complete and send this form only if you wish to withdraw from your purchase. Using this form is optional; you may also exercise your withdrawal rights by sending us a clear statement by email.
To: Nikol M Concept EOOD, trading as THE NOIR MAISON
81 James Bourchier Blvd, 1407 Sofia, Bulgaria
Email: contact@thenoirmaison.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
Product(s): ____________________
Order number (if available): ____________________
Ordered on / Received on: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature (only if submitted on paper): ____________________
Date: ____________________
This policy applies to online orders. Purchases made at a physical retail location may be subject to a separate in-store returns policy, without limiting statutory rights.