Shipping policy

Shipping Policy

This Shipping Policy explains how Nocturne House processes, ships and delivers orders.

By placing an order, you agree to this Shipping Policy, our Terms of Service and our Return and Refund Policy. Nothing in this policy limits any consumer right or remedy that cannot legally be excluded.

Order Processing

Most in-stock orders are prepared for shipment within 1–3 business days after payment is successfully processed.

Business days generally exclude Saturdays, Sundays and public holidays observed by the applicable fulfillment location or shipping carrier.

Order processing time is separate from shipping transit time. For example, an order requiring two business days to process and an estimated 7–15 business days in transit may take approximately 9–17 business days to arrive.

Processing may take longer during:

major promotions or sales;
holidays and peak shopping periods;
periods of unusually high order volume;
product restocks or backorders;
payment or fraud-verification reviews;
address-verification requests; or
circumstances outside our reasonable control.

If a product has a different processing or preorder timeframe, the information displayed on the product page or communicated before purchase will apply to that product.

We will notify you if we become aware of a material delay affecting your order.

Shipping Destinations

Nocturne House ships to the countries and regions available for selection during checkout.

If a country, territory or postal code cannot be selected or no shipping option appears, we are not currently able to ship the order to that destination.

Delivery availability may depend on:

the products in the order;
applicable shipping restrictions;
carrier availability;
customs or import regulations;
the delivery address; and
the destination country or region.

We may be unable to ship certain products to destinations where they are prohibited, restricted or cannot safely be transported.

Shipping Costs

Where Free Standard Shipping is displayed at checkout, no standard shipping charge will be added to that order.

Free shipping:

applies only to eligible destinations and products;
does not include customs duties, import taxes, brokerage charges or other government or carrier fees;
does not include upgraded or expedited shipping unless expressly stated; and
may be changed or discontinued for future orders.

The shipping rate and method displayed at checkout when the order is submitted will apply to that order.

If a shipping fee is required, it will be displayed before payment is completed.

Estimated Delivery Time

Standard shipping is generally estimated at 7–15 business days after dispatch.

This is an estimate, not a guaranteed delivery date. Actual delivery time may vary depending on:

destination and distance;
carrier performance;
customs clearance;
local postal operations;
weather or natural disasters;
public holidays;
peak-season volume;
security inspections;
transportation disruptions;
inaccurate or incomplete addresses; or
other circumstances outside our reasonable control.

An estimated delivery date displayed at checkout or in an order-status page is provided for convenience and may change as updated carrier information becomes available.

If a product page, checkout or order confirmation provides a different timeframe, the more specific timeframe provided for that order will apply.

Order Confirmation and Tracking

After an order is placed, we will send an order confirmation to the email address provided during checkout.

A shipping confirmation containing tracking information will normally be sent after the order is dispatched, when tracking is available.

Tracking information may take 2–5 business days after dispatch to begin showing movement. A temporary absence of tracking updates does not necessarily mean the parcel has stopped moving.

Customers are responsible for providing an accurate email address and checking spam or junk folders for order communications.

If you have not received a shipping confirmation after the stated processing period, contact us at:

nocturnehouse.shop@gmail.com

Include your full name and order number.

Fulfillment Locations and Multiple Parcels

Products may be shipped from different fulfillment facilities, including facilities located outside the destination country.

The shipping origin does not necessarily indicate where a product was designed or manufactured. Product-origin information, where applicable, should be reviewed separately on the product page or packaging.

An order containing multiple products may arrive in separate parcels and on different dates. When available, separate tracking information will be provided for each parcel.

You will not be charged additional standard shipping solely because we divide an order into multiple shipments.

Address Accuracy

Customers are responsible for providing a complete and accurate:

recipient name;
street address;
apartment, suite or unit number;
city;
state, province or region;
postal or ZIP code;
country;
telephone number; and
email address.

Review your address carefully before completing checkout.

If you notice an error, contact nocturnehouse.shop@gmail.com immediately. We will try to make the correction, but cannot guarantee address changes after processing or fulfillment begins.

Nocturne House is not responsible for a delivery failure caused solely by an incorrect or incomplete address supplied by the customer.

If an order is returned because of an incorrect address, failed delivery, refusal or failure to collect it, we will contact you after receiving the returned parcel. Where permitted by law:

reshipping costs may be charged to the customer; or
actual, non-refundable delivery or return costs may be deducted from an eligible refund.

These charges will not apply when the failure was caused by Nocturne House, the carrier acting on our behalf, or circumstances for which the customer cannot legally be held responsible.

Customs, Duties and Import Taxes

International orders may be subject to customs duties, import taxes, brokerage fees, handling charges or other assessments imposed by the destination country, carrier or customs authority.

Unless checkout expressly states that these amounts have been collected, they are not included in the product price or free-shipping offer and may be payable by the recipient.

Nocturne House does not control these charges and cannot guarantee their amount. Customers should contact their local customs authority for information before ordering.

Customers are responsible for providing information reasonably required for customs clearance.

We will not intentionally declare an incorrect product value or describe a commercial order as a gift to avoid customs charges.

If an order is refused or abandoned because customs charges were not paid, any eligible refund may be reduced by actual outbound shipping, return shipping, customs or carrier costs that we cannot recover, where permitted by law.

Nothing in this section limits mandatory consumer rights or makes a customer responsible for charges that were legally required to be disclosed and collected before purchase.

Shipping Delays

We will make reasonable efforts to dispatch orders within the timeframe communicated at purchase.

If we learn that an order cannot be shipped within the stated timeframe, we may contact you with:

an explanation of the delay;
a revised estimated dispatch date; and
the option to continue waiting or cancel the unshipped order for a refund, where required by law.

For orders covered by United States law, sellers generally must have a reasonable basis for advertised shipping timeframes. If an order cannot ship within the promised period, the customer may need to be offered the choice to accept the delay or cancel for a prompt refund. U.S. Federal Trade Commission

A delay caused by a carrier after dispatch does not automatically qualify an order for an immediate refund. However, we will assist with tracing the shipment and provide any remedy required by applicable law.

Delayed or Missing Tracking

If tracking has not updated:

Allow up to five business days after receiving the shipping confirmation for the first carrier scan.
Check the carrier’s tracking page directly.
Confirm that the delivery address in the order confirmation is correct.
Check with household members, reception staff or neighbors where appropriate.
Contact us if no meaningful update appears for seven business days.

Contact:

nocturnehouse.shop@gmail.com

Include your order number and tracking number.

We may need to open an investigation with the carrier before issuing a replacement or refund. Carrier investigations may require additional time, but this does not remove any remedy or deadline required by law.

Orders Marked Delivered but Not Received

If tracking shows “Delivered” but you cannot locate the parcel:

Check the mailbox, porch, entrance, reception area and other safe locations.
Ask household members, neighbors, building management or reception staff.
Wait until the end of the delivery day because some carriers record delivery shortly before arrival.
Contact the carrier using the tracking number.
Notify us promptly if the parcel remains missing.

We will review the order information and may request a carrier investigation, delivery confirmation, photograph, GPS record or written statement.

A “Delivered” scan does not automatically remove rights available under applicable consumer law. The available resolution will depend on the carrier’s findings, the delivery circumstances and applicable law.

Lost Parcels

A parcel may be treated as lost when:

the carrier confirms that it is lost;
tracking shows no meaningful movement for an extended period and the carrier cannot locate it; or
the maximum reasonable delivery period has passed without delivery.

If a parcel is confirmed lost before lawful delivery, we will offer an appropriate remedy, such as a replacement or refund, subject to product availability and applicable law.

Ownership and risk of loss transfer only as permitted by applicable consumer law. In jurisdictions where the merchant remains responsible until the customer or an authorized recipient physically receives the goods, that protection will apply.

Damaged, Defective or Incorrect Orders

Inspect your order promptly after delivery.

If an item arrives damaged, defective or different from what you ordered, contact us as soon as reasonably possible at:

nocturnehouse.shop@gmail.com

Include:

your order number;
a description of the issue;
photographs of the item;
photographs of the external and internal packaging; and
a photograph of the shipping label, when relevant.

Do not discard the item or packaging until we have reviewed the claim and provided instructions.

Where appropriate, Nocturne House will offer a replacement, refund or other remedy required by law. Reasonable return or replacement shipping costs for an accepted damaged, defective or incorrect-item claim will be covered by Nocturne House.

Additional conditions are provided in our Return and Refund Policy:

https://nocturnehouse.shop/policies/refund-policy

Failed Delivery, Refused and Unclaimed Parcels

A carrier may return an order after:

repeated unsuccessful delivery attempts;
an incorrect or incomplete address;
failure to collect the parcel;
refusal by the recipient; or
non-payment of lawful customs or import charges.

After the parcel is returned and inspected, we will notify you of the available options.

Where permitted by law, actual unrecoverable shipping, return, customs or carrier charges may be deducted from a refund when the failed delivery resulted from the customer’s actions or information.

No deduction will be made for a delivery failure caused by our error or where prohibited by law.

Delivery Restrictions

Some carriers cannot deliver to PO boxes, parcel lockers, military addresses, remote regions or restricted locations.

If the selected delivery address cannot be served, we may request an alternative address. If no suitable address can be provided, we may cancel and refund the affected order.

Customers must not use freight-forwarding addresses to bypass a destination or product restriction. If a freight forwarder is used voluntarily, our responsibility may end when lawful delivery to the forwarder is completed, except where applicable law provides otherwise.

Order Changes and Cancellations

nocturnehouse.shop@gmail.com

We will try to assist, but cannot guarantee changes or cancellations after an order enters processing or fulfillment.

An order that has already shipped cannot normally be cancelled through the shipping process. An eligible return may instead be requested under our Return and Refund Policy.

Where applicable law gives a customer the right to cancel before dispatch or within a statutory withdrawal period, that right will apply.

Returns to Sender

Do not return an item to the sender address shown on the parcel unless we specifically instruct you to do so.

Before returning any product, follow the authorization process in our Return and Refund Policy. The correct return address may be different from the original fulfillment address.

Unauthorized returns may be delayed, rejected or returned to the sender where permitted by law.

Refunds Related to Shipping

Approved refunds are issued to the original payment method in accordance with our Return and Refund Policy.

Original shipping charges are generally non-refundable for voluntary change-of-mind returns, except where reimbursement is required by law.

Where statutory withdrawal rights require reimbursement of outbound delivery charges, reimbursement may be limited to the least expensive standard delivery option offered for the order.

If an order is cancelled before shipment because we cannot fulfill it, the affected amount, including any shipping charge paid for the cancelled products, will be refunded.

Country-Specific Consumer Rights

Shipping, delivery, cancellation and refund rights differ between countries and regions.

Customers may have mandatory rights concerning:

delivery deadlines;
risk of loss;
order cancellation;
delayed shipments;
damaged or non-conforming products;
refunds of standard delivery costs; and
remedies for lost or undelivered goods.

Those mandatory rights apply in addition to this policy and are not excluded by it.

Nocturne House does not represent that Shopify creates or replaces these country-specific rights. Shopify provides the ecommerce and checkout platform; Nocturne House remains responsible for the store’s shipping representations and fulfillment practices.