FAQ
SHIPPING
How long will my order take?
Every order is a unique journey—an unfolding story woven just for you. The moment we receive your request, it begins its path through our hands, where each detail is thoughtfully curated and crafted to perfection. As every piece is bespoke and tailored, the process takes 21 working days. Our artisans pour their heart and expertise into every stitch, ensuring that your order is a masterpiece of its own.
Once your creation is complete, it sets off on its journey to you. Shipping times may vary depending on your location, but don’t worry—we’ll keep you updated. As soon as your piece is on its way, we’ll send you a tracking link. Please allow 24 hours for the status to reflect the most current information.
We truly appreciate your patience and trust in this process. Your piece is a work of art, and we can’t wait for you to experience it.
What should I do if I have received only a part of my order?
We understand how important it is to receive your complete order, and we’re here to make sure everything is right. While we strive to send all products in one package, there are moments when a part of your order might arrive separately. If this happens, simply reach out to us at illuminate@noorbymisa.com within 48 hours of receiving your package, and let us know which item is missing along with your order details.
Our team will look into it immediately and get back to you with an update. We’re committed to ensuring that your full order reaches you as swiftly as possible.
Thank you for your understanding and patience. We’re here to ensure your experience is nothing short of perfect.
Do you ship globally?
Yes, we do! Our creations are meant to be cherished by women all over the world. We proudly offer international shipping to bring the artistry and elegance of Noor By Misa to your doorstep, no matter where you are.
Please note that shipping times and costs may vary depending on your location, and customs regulations may apply. Rest assured, we’ll keep you informed every step of the way, and once your order is dispatched, you’ll receive a tracking link to monitor its journey.
Thank you for choosing us, and we can’t wait for you to experience the beauty of Noor, wherever you are.
How much duties and taxes will I have to pay?
Taxes are included. Shipping charges do not include the applicable import duties that are due upon entry into the destination country. All import duties are the responsibility of the customer, and must be paid at the time of delivery. Please contact your local customs office for more information.
How much do you charge for delivery?
We believe in making your experience as seamless and transparent as possible, which includes our delivery process. Shipping charges vary based on your location and the size of your order.
For domestic orders, we offer standard shipping, with fees calculated at checkout based on your delivery address. International orders may have additional shipping charges, which will also be displayed at checkout before you complete your purchase.
We’ll always make sure to keep you informed about the exact shipping cost before your order is confirmed. Thank you for trusting us with your order; we look forward to delivering a little piece of luxury straight to your door.
ORDER COMMUNICATION
You will receive order-related emails in two stages.
1. An order confirmation email once you place the order.
2. A shipment email once the order is dispatched from our studio to your address.
The tracking code in the second email will allow you to track your order on the website of the relevant courier company.
Please ensure someone is there at the given address to receive your order.
Delivery will be attempted three times before the shipment is returned to our studio. There will be additional fees for further delivery attempts.
Please note that we will be unable to schedule shipping for orders with incomplete addresses or wrong telephone numbers.
If you desire express shipping, please write to illuminate@noorbymisa.com with the subject: EXPRESS SHIPPING to inquire about the additional charges to your city.
RETURN / REFUND / REPLACEMENT
I received a damaged product. What do I do?
We’re truly sorry to hear that your order arrived in less-than-perfect condition. We take great care in ensuring each piece reaches you in impeccable shape, but if something goes wrong, we’re here to make it right.
If you receive a damaged product, please contact us within 24 hours of delivery. Kindly email us at illuminate@noorbymisa.com with your order details and photos of the damaged item. Our team will swiftly review the issue and guide you through the return or exchange process.
Please note:
- Shipping charges and custom charges are non-refundable
- Due to the time and craftsmanship involved in creating each order, we do not offer refunds for change of mind or sizing issues.
- Refunds are only processed for fulfillment errors, such as incorrectly shipped or missing items. If a refund is issued, it will be processed via the original payment method within 7 to 10 days of initiation.
We do not accept returns or exchanges unless the product is damaged. Your satisfaction is our priority, and we appreciate your understanding.
My tracking link shows 'delivered' but I have not received the package. What do I do?
If your tracking link shows 'delivered,' but you haven’t received your package, we’re here to help.
Please email us at illuminate@noorbymisa.com within 24 hours of the delivery notification. Our team will promptly investigate with the courier service to locate your package.
Please note: We can only initiate an investigation with the courier service if we are informed within 24 hours of the delivery notification. After this time, we may not be able to assist with the investigation.
We appreciate your understanding and are committed to resolving this as quickly as possible.
CANCELLATION
How can i cancel my order?
If you wish to cancel your order, please email us at illuminate@noorbymisa.com within 24 hours of placing your order. After this period, we won’t be able to process the cancellation, as we may have already started crafting your piece.
We appreciate your understanding and are here to assist you within the 24-hour window!
When can I cancel my order?
Orders can only be cancelled within 24 hours of placement. After 24 hours, we will not be able to cancel your order as all our pieces are bespoke and made-to-order.
Can I cancel my order once the product has been shipped?
Unfortunately, once your order has been shipped, we cannot accept cancellation requests.
Thank you for your understanding!
When will I receive my refund for a cancelled order?
Refunds will be processed via the original payment method within a minimum of 7 days and a maximum of 12 days from the initiation date.
If the payment was made via credit/debit card or net banking, the refund will be credited back to the respective account. Refunds typically take 7 to 12 working days to process.
Please note that we rely on the credit card issuing bank to ensure the money is refunded to your account. We can only control the release of funds from our side, and if there is a delay on the bank’s end, unfortunately, we cannot expedite it.
We do not offer refunds for cancellations, as each product is bespoke and involves significant time and labor. Refunds are only processed for fulfillment errors, such as incorrectly shipped or missing items.
Do you do bulk/Customized orders?
Yes, we do offer customization for bulk orders, provided the quantity meets our criteria. For more details, please feel free to get in touch with us at illuminate@noorbymisa.com.
We look forward to working with you on your customized order!