Refund policy
Returns & Refunds
You have up to 14 days to return your item(s) from the day you receive your order.
All item(s) must come back in original and unused condition, i.e. not be worn, altered or washed, with no stains, markings, pulls or snags.
Item(s) must have all original Noir tags attached. If not, Noir reserves the right to deny the refund or exchange.
If you find the product is faulty, you may also have a right to return these. Please do not use any faulty items after finding the fault, or we may not be able to provide a refund. Please take photos of the item and faults, explaining what is wrong and include them in your email to lisa@noirvelocity.com together with your order number and what you'd like to do (exchange or refund) within 14 days of delivery.
We are dedicated to creating technical products that last. If your product fails to perform or is damaged due to a material or manufacturing error, we’ll replace it or work with you on another solution.
Exchanges only apply for full-priced items and must be for the same item in a different size/colour depending on availability. On sale items, if you would like to size up, down or a different colour on sale items, we recommend placing another order and returning your original purchase.
Refunds are only applicable to the cost of product and original shipping fees where the whole order has been returned. Any customs duties and sales taxes are non-refundable through Noir. Refunds are issued to the original payment method only — we don't offer cash, gift card, or third-party account refunds.
Following an inspection, please allow 5 to 10 business days for us to process your exchange or refund. Please keep in mind, it can take up to 10 business days for the funds to appear back to your original payment method or bank account. You will receive an email confirmation once actioned.
Refund requests on purchases made via third-party affiliates must be directed to the appropriate retailer.
How to start a return or exchange
1. Email us at lisa@noirvelocity.com with your order number and what you'd like to do (exchange or refund) within 14 days of delivery.
2. We'll confirm eligibility and send you return instructions, including the address to send items back to and the tracked shipping requirement. Returns must be sent using a tracked, trackable shipping method
3. Once the item is received and inspected, we'll process your exchange or refund within 5–10 business days.
We do not accept or process any return that arrives without a prior return request and reference number. If something turns up unannounced, it will be held for a limited period pending contact from you, and may be returned to sender after that. Refunds and exchanges are only processed once we have physically received and inspected the returned item.
Returns & Refunds from the US
Applies to orders shipped from the UK to addresses in the US
You have 14 days from delivery to request a return or exchange. Because your order crosses an international border, a few things work differently to a UK return — mainly around customs duty and who covers the cost of shipping. We've tried to make this clear and workable in both directions, and we'd rather sort you out with the right size or colour than have a parcel cross the Atlantic twice.
Eligibility
To qualify for a return or exchange, items must be:
● Unworn, unwashed, and in their original condition
● With all original tags and labels attached
● Returned in (or with) their original packaging where possible
Items marked as final sale at checkout are not eligible for return or exchange, except where required by law or in the case of a manufacturing fault.
Requests made after 14 days from delivery will not be accepted. We're a small team without the capacity to process late or open-ended returns, so this window is firm.
Faulty or incorrect items
If something arrives faulty, damaged, or isn't what you ordered, that's on us. Contact us within 14 days of delivery with photos of the issue, and we'll cover the full cost of return shipping and send a replacement or refund. This is the only circumstance in which we cover return shipping — see below.
How returns and duty actually work internationally
Here's the part that's specific to US orders, and worth reading before you send anything back.
When your order arrived, it will have had US import duty applied (currently a 10% tariff on declared value, charged at the border under the U.S.'s IEEPA tariff arrangements, plus a small handling fee). That duty is collected by US Customs and Border Protection — not by Noir Velocity — and once collected, it is not automatically refunded when goods are returned to the sender. Reclaiming it (a formal "duty drawback" claim) is a real but slow and paperwork-heavy process that isn't practical for individual garment-level returns, so we don't rely on it.
What this means in practice:
● Refunds cover the price you paid for the garment only. Duty included in your postage cost and any handling fee already charged at import are non-refundable, in line with standard practice for cross-border ecommerce returns.
● Exchanges are the better option where possible. Swapping a size or colour means we're not asking customs to process the same garment twice, and it avoids a second round of duty being charged on the replacement. Where you're exchanging like-for-like value, we'll cover the outbound shipping on the replacement.
● If you'd prefer a refund over an exchange, that's absolutely fine — just note that the refunded amount reflects the garment price, not postage and duty already paid at import.
We know this is a slightly unusual thing to have to explain in a returns policy — most UK brands don't spell it out. We'd rather you know upfront than be surprised later.
Who pays for return shipping
● Our error (faulty, damaged, or wrong item): we cover return shipping in full, and refund or replace the item once we've confirmed the fault.
● Change of mind, sizing, colour, etc.: return shipping is the customer's responsibility, and is non-refundable. This includes the original outbound shipping cost paid on the order, which we do not refund.
We don't offer prepaid return labels or reimburse return postage for change-of-mind returns. This isn't a workaround for us to avoid cost — it reflects the genuine cost of a garment crossing the Atlantic twice, and is standard practice for small international retailers.
Refunds: how and when they're issued
To protect both you and us against error and misuse, refunds and exchanges are only processed once we have physically received and inspected the returned item. We don't issue refunds on the basis of a tracking notification, a photo, or a claim that an item has been sent.
● Returns must be sent using a tracked, trackable shipping method. We're not able to process a refund or exchange for a parcel we have no record of receiving, so untracked returns are sent at the customer's own risk.
● Refunds are issued to the original payment method only — we don't offer cash, gift card, or third-party account refunds.
● Items must meet the eligibility conditions above (unworn, tags attached, original condition) on arrival. Items that show signs of wear, use, or alteration will be returned to the customer rather than refunded, and we may charge return postage for that.
● Faulty item claims require photos at the time of the request, before you post anything back to us. This lets us resolve genuine faults quickly without needing the item to travel back to the UK in every case.
How to start a return or exchange
1. Email us at lisa@noirvelocity.com with your order number and what you'd like to do (exchange or refund) within 14 days of delivery.
2. We'll confirm eligibility and send you return instructions, including the address to send items back to and the tracked shipping requirement above.
3. Once the item is received and inspected, we'll process your exchange or refund within 5–10 business days.
We do not accept or process any return that arrives without a prior return request and reference number. If something turns up unannounced, it will be held for a limited period pending contact from you, and may be returned to sender after that.
Your rights under US law
No federal law requires retailers to accept returns for a change of mind, and no federal or state law sets a minimum return window a retailer must offer — the only requirement in states with disclosure rules is that whatever policy we do offer is posted conspicuously, in plain language, before you buy, which is why this policy lives on our website and at checkout. If a product is defective, you're covered regardless of the above by standard consumer protection law, and by the faulty items terms set out here.
This policy may be updated from time to time to reflect changes in customs, duty, or shipping arrangements; the version live on our website at the time of your order applies.