Returns PoliciesUpdated a year ago

Please note that we are a small business, and cannot make exceptions for our returns policies.

For regularly priced items (including those purchased with a promo/discount code) we have a 10+20 day return policy.

• Please complete a return request at our Returns Center or otherwise contact us within 10 days of receiving your item to begin the returns process. This is the date marked 'delivered' on your tracking.
  • If your order is split into two separate shipments, you can submit a Return Request once you receive your final shipment
  • Refunds and Exchange Store Credit are issued when your return is received at our studio
  • Refund and Exchange Store Credit amounts will be issued for the total paid on an item/s, including promo/discount codes
  • Exchanges are issued in store credit as a gift certificate for the amount originally paid on an item (ie., including non-sale discount codes). Store credit will be issued once returned item(s) are received at our studio.
    • NOCTEX Gift Cards are issued in USD, meaning your exchange gift card may appear with a different amount than what you paid. This will be your exchanged amount in USD; purchases made with the exchange gift card will be converted to and processed in your local currency
  • Damaged or incorrect items must be claimed within 3 days of arrival. Please either make a note in your return submission or email us directly at [email protected] if your item was damaged or incorrect. 
  • We cannot accept return requests after the 10 day request submission period.
  • Returns must be shipped out within 20 days of return request approval on our end. If more time is needed to send out a return, please reach out to us.
  • Customer is responsible for shipping costs for returns
    • USA customers will receive a shipping label via email with our business labels. The cost of return shipping will be deducted from the total refund amount
    • To be eligible for a return, your item must be unused and in the same condition that you received it (unwashed with no deodorant stains, pet hairs, odour, etc)
    • If there are any deodorant stains, significant pet hair or odour, a restock fee of $5 will be removed from your refund total
    • As we are no longer able to provide direct item exchanges, we are now offering exchanges for store credit in the form of a gift card. Store credit will be issued once returned item(s) are received at our studio
    • Any customs fees charged to our account on returned packages will be taken off your refund. Please ensure you follow returns directions emailed to you to avoid this.
    • Refunds can only be issued through the original payment form. Visa/Mastercard Gift-Cards also cannot be refunded within this system. Please read all details of your pre-paid cards before purchasing anything online, as we are not associated with any pre-paid third-party systems.
    • Price adjustments are not offered.