all things shipping.
Your Order
Please note - We reserve the right at any point to cancel your order without providing a reason however should an item be out of stock or unavailable we will always contact you prior to doing so!
Packaging
All of our packaging is plastic free and eco friendly. Our boxes are sourced from FSC certified suppliers and our peanuts are completely biodegradable and will disintegrate in water. Our paper tape, thank you notes and paper goods are also completely recyclable. To read more on our packaging click here. Any plastic packaging present in our boxes have been re-used from packages we have received from suppliers.
Shipping + Handling
We aim to ship all orders within 2-3 working days of receiving them! We have recently partnered with a small business specialist fulfilment team who work closely with small and independents to provide the best quality shipping experience possible for our amazing customers.
Standard Shipping (Free when you spend £40.00 or more) - Royal Mail Tracked 48, delivered within 2-3 working days. - £3.95
Royal Mail Tracked 24 (1 working day) - £5.00
DPD Next Day (Mainland UK) - up to 5kg: £7.95 | over 5kg: £9.50
DPD before 12.00 (Mainland UK) - up to 5kg: £9.50 | over 5kg: £10.50
DPD Saturday delivery (order by 11am on Thursday) - £13.50
DPD Sunday delivery (order by 9am on Friday) - £13.50
DPD shipping is currently available for Mainland UK, Wales, IOW (Postcodes; PO30-PO40) and Lowland Scotland (Postcodes; AB10-AB30, FK1-FK16, KA1 - KA30, PA1-PA19, PH1-PH14)
If you are located within a surcharge region your order by default (even if DPD is selected) will ship with our standard royal mail service. This does not apply to the London congestion zone and is included within our DPD services.
The following areas are impacted by surcharge limitations; Inverness, The Scottish Highlands + Islands, Isle of Wight (postcodes not listed above) | Isle of Man | Northern Ireland | Channel Islands & Scilly Isles | Jersey.
Please ensure that your address details are correct for failure to do this can lead to your parcel being delayed or go missing. If your address is incorrect and the selected courier are unable to validate it your parcel will be returned to sender. Unfortunately we are unable to alter the address details once the order has been picked and if returned to us we will not refund you for the original shipping charges and will deduct a £0.35p restocking fee for each item in your order. If your order goes missing due to an address error we are not liable for this and will not replace or refund goods if the address is proven incorrect.
*** During busy periods it may take us slightly longer to dispatch your orders, should you have any questions please contact us.
Missing Packages
Should you believe your package to be missing please get in touch with us and let us know so we can investigate this further for you! Unfortunately we cannot see anything more on tracking than what you can and once the package leaves our studio we have little to no control over what happens to it once it is in the hands of the courier. The courier however can access much more than us and if necessary can investigate this further for you. Thankfully missing packages are few and far between, but when they do go missing 95% of them are found and delivered and if not we are more than happy to ship a replacement, process a refund or a store credit voucher to the value of the items!
International Shipping
Our international service is fulfilled by our courier UPS and Royal Mail. Depending on where you are in the world parcels can take between 2 and 15 working days to arrive. You can track your parcel on every step of the journey too. *We also will never ship to a country that require our products to be tested on animals.
If your country is not listed at checkout please contact us and we will be happy to help.
returns and cancellations
30 days to return | fuss free refunds :)
If for any reason you are unhappy with your purchase, or have simply changed your mind we have a 30 day fuss free refund policy granted the item is unused, in its original packaging, in a re-sellable condition and returned to us safely. You can return items to our packaging team within the above specified time frame for your money back.
If you wish to make a return please include a note within your parcel with the following; Your name, Your Order Number, Items being returned + the reason for return. If you believe the item to be faulty please email us - hello@shopnoa.co.uk before proceeding with the return!
Returns take 5-7 working days to process and funds will be refunded to the original payment method.
Please do not send returns back without notifying us beforehand, failure to notify us may result in your return being lost and us not being able to find your order details. Notify us of your return by emailing us - hello@shopnoa.co.uk so we can let the team know to expect a return. Orders returned to us with no name, order number, items you are returning or reason for return will be rejected and you will not be refunded for the items as we will not be able to find you!
Unfortunately once the products have been used we are unable to accept refunds unless the product is deemed faulty. Please take care when packaging items for a return and ensure the items are protected in transit. If the item is sent back carelessly and not packaged appropriately (resulting in damage) we are unable to process a refund for you.
Items not included in our returns policy: End Of Line, Sale Items and products from our ‘perfectly imperfect’ collections.
If you have purchased an end of line, discounted, perfectly imperfect or sale item we are unfortunately unable to accept a return or issue a refund for items that fall into this category. any items non returnable are clearly stated within the product listings for them!
Return Cost
Unfortunately we are unable to cover the cost of postage or process a refund for the original postage charge. It is your responsibility to ensure that goods are well packaged and in one piece, should these items get damaged in transit we are unable to issue a refund for this.
Cancelled orders
If your order has not been picked we are happy to cancel your order for you free of charge. However, if your order has already been picked and/or is ready for dispatch wish we charge a flat rate of £1.50 to restock the items in your order which is deducted from your order cost prior to refund.
