Returns & Exchanges
Noctelle sells intimate apparel. Like every reputable lingerie and nightwear retailer, we cannot resell a piece once it has been worn or unsealed — so our policy is built around hygiene, and we would rather be upfront about it before you order than after.
What we cannot take back
For hygiene reasons we cannot accept returns or exchanges on any piece that has been worn, washed, or had its hygiene seal removed. This includes all lingerie sets, briefs and bodywear.
Size exchanges
If a piece does not fit, we will exchange it for a different size — provided it is unworn, unwashed, with all tags and the hygiene seal still attached and intact, and you contact us within 14 days of delivery.
Return postage for an exchange is paid by you; we cover the cost of sending the replacement out. Please try pieces on over underwear, and check the size guide before ordering — it will save you both the wait and the postage.
Faulty, damaged or wrong item
This one is simple. If a piece arrives damaged, faulty, or is not what you ordered, email us within 14 days with your order number and a photo. We will send a replacement or refund you in full, including postage. You will not be asked to pay to put our mistake right.
Cancelling an order
Orders can be cancelled for a full refund any time before dispatch — usually a window of 1–2 business days. Email us as soon as you can and we will stop the parcel if it has not already gone.
EU and UK customers
You have a statutory 14-day right to withdraw from your order. Under the EU Consumer Rights Directive and the equivalent UK regulations, that right does not apply to sealed goods that are unsuitable for return for health or hygiene reasons once unsealed. Sealed, unopened pieces can be returned within 14 days.
How to start
Email us from the address you ordered with, quoting your order number and what you would like to do. We reply within one business day and will send return instructions if your item qualifies. Please do not post anything back before we confirm.