Orders are prepared in 1–2 business days. You will get a tracking link by email the moment your parcel is dispatched.
Delivery options
| Option | Time after dispatch | Cost |
|---|---|---|
| Standard | 3–5 business days | Free on every order |
| Express | 1–3 business days | Calculated at checkout |
Total time to your door is the preparation time plus the delivery time. A standard order placed on Monday typically arrives the following Monday to Wednesday.
Tracking
Tracking can take up to 48 hours to show its first scan. If it has been longer than that, email us and we will chase it.
Returns
You have 30 days from the day your order arrives to request a return.
What we can accept
Shoes must be unworn and in the same condition you received them — with tags, in their original packaging, with your receipt or proof of purchase. Try them on indoors, on carpet, before you decide. Soles that show outdoor wear cannot be returned.
How to start a return
Email hello@bynovanoir.com with your order number and which items you would like to return. We will reply with instructions.
Returns sent back without requesting one first cannot be accepted.
Refunds
Once your return arrives and is inspected, we will let you know whether it is approved. Approved refunds go back to your original payment method. Your bank or card issuer may take a few more days to post it.
Exchanges
The fastest way to change size or colour is to return the pair you have and place a new order once the return is approved.
Faulty or wrong items
Check your order as soon as it arrives. If anything is damaged, defective, or not what you ordered, email us straight away and we will make it right.
Non-returnable
Sale items marked final and gift cards cannot be returned.
Questions
Email hello@bynovanoir.com. We answer Monday to Friday, 9:00 AM – 6:00 PM EST, usually within 24 hours on business days.