Welcome to Puella Noors Customer Care!
At Puella Noors, we deeply value your satisfaction and are committed to providing you with the best customer care experience. If you have any questions, concerns, or simply want to connect with us, our dedicated team is here to assist you. Here's how you can reach us:
Contact Information:
- Email: puellanoors@gmail.com
Our Services:
General/Order Inquiries: If you have questions about your order, tracking, or need assistance with the ordering process, our team is here to help. Simply reach out via email or phone, and we'll ensure a prompt response.
Product Information: Unsure about sizing, fabric, or styling options? We can provide detailed information about our products to help you make the right choices
Returns and Exchanges: If you're not completely satisfied with your purchase, our customer care team will guide you through the return or exchange process. Your satisfaction is our priority
Please review our Exchange and Refund Policy for a smooth and transparent experience.
Exchange & Refund Policy
Thank you for shopping with Puella Noors. We kindly ask that you review all product descriptions, measurements, fabric details, and care instructions carefully before placing your order.
Exchange & Refund Eligibility
Items may only be considered for exchange or refund if:
- The wrong item was received.
- The item received has a manufacturing defect.
- The item differs significantly from the order placed.
All requests must be submitted via email within 24 hours of receiving your order.
Return Conditions
To be eligible for review, items must be:
- Full-priced items.
- Unworn, unwashed, undamaged, and unaltered.
- Returned with original tags, packaging, ziplock bag, and any accompanying accessories.
- Free from perfume, deodorant, makeup stains, pet hair, or any signs of wear.
Please note that meeting the above return conditions does not automatically qualify an item for an exchange or refund. The item must also meet the eligibility criteria stated above.
Non-Eligible Reasons
We do not accept exchanges or refunds for:
- Sizing concerns.
- Fit or comfort preferences.
- Personal preference or change of mind.
- Colour, fabric, or design expectations.
- Minor variations in embroidery, print placement, or handcrafted details.
- Sale, promotional, discounted, or clearance items.
Free Size Garments
Most Puella Noors pieces are designed as free-size garments. Customers are responsible for reviewing all measurements provided before purchase. Differences in body shape, height, proportions, or personal fit preferences are not considered defects.
Refunds
Where a refund is approved, it will only be issued if:
- A confirmed defective item cannot be replaced; or
- An incorrect item was sent and a replacement is unavailable.
Refunds will be processed using the original payment method where applicable.
Return Shipping
For approved returns due to a confirmed defect or an error on our part, return shipping costs will be borne by Puella Noors.
For all other approved return requests, shipping costs shall be borne by the customer.
Final Assessment
All exchange and refund requests will be inspected once the returned item has been received by us. Puella Noors reserves the right to reject any request that does not meet the conditions above. The final decision regarding eligibility for exchange or refund remains at the sole discretion of Puella Noors.
Please note that exchanges are subject to the terms outlined in our Return & Exchange Policy. If you have any questions or concerns during this process, feel free to reach out to us at puellanoors@gmail.com. We appreciate your understanding and cooperation.
We value your feedback! Whether it's a compliment or a suggestion for improvement, we'd love to hear from you. Your insights help us enhance our products and services. Don't forget to tag us @puellanoors !
Thank you for choosing Puella Noors. We appreciate your trust in us and look forward to serving you with the utmost care and attention.
Warm regards,
Puella Noors Customer Care Team