FAQ
Frequently Asked Questions (FAQ)
Noire Berliné
Orders
How can I place an order?
Select the desired product, add it to your cart, and follow the checkout process. Once your order has been completed, you will receive an order confirmation by email.
Can I change or cancel my order after placing it?
Changes or cancellations are only possible within a short time after the order has been placed, as long as the order has not yet been processed. Once the status changes to “Processed”, cancellation can no longer be guaranteed.
Shipping & Delivery
How long does order processing take?
Processing usually takes 1 to 3 business days. Orders placed on weekends or public holidays may take slightly longer.
How long is the delivery time?
After dispatch, the average delivery time is 8 to 12 business days.
Where is my order shipped from?
Our products are shipped through international shipping centres. In some cases, shipping may take place from outside the European Union.
Are there any additional costs?
Depending on the destination country, import duties, customs fees, or taxes may apply. These costs are the responsibility of the customer.
Returns & Withdrawal
Can I return my order?
Yes. You may request a return within 30 days of receiving your order, provided that the return conditions are met.
Where should I send my return?
Returns must be sent to our international return centre outside the European Union. The exact return address will be provided once your return request has been approved.
Who covers the return shipping costs?
The customer is responsible for the return shipping costs.
Are there any items that cannot be returned?
For hygiene reasons, underwear, lingerie, and sealed hygiene items cannot be returned once opened.
How does the statutory right of withdrawal work?
Consumers have the right to withdraw from the contract within 14 days of receiving the goods, without giving any reason. Further information can be found in our withdrawal policy.
Refunds
When will I receive my refund?
Once your return has been received and inspected, your refund will be issued within up to 30 days to the original payment method.
What can I do if I have not received my refund yet?
Please first check your bank account or credit card statement. If the refund is still outstanding, please contact our customer service team.
Products & Sizes
Do the products fit true to size?
Most items fit true to size. Please refer to the product description and any size recommendations provided on the relevant product page.
Are the product images realistic?
We aim to present our products as accurately as possible. However, colours may vary slightly depending on screen settings.
Payment & Security
Which payment methods are accepted?
All available payment methods will be displayed during checkout.
Is my payment secure?
Yes. All payments are processed through secure and encrypted payment systems.
Contact
How can I contact customer service?
If you have any questions about orders, returns, or general enquiries, you can contact our customer service team at any time. We will be happy to assist you.