Returns, Refunds & Exchange

Returns, Exchanges & Refund Policy

At NOOR, every creation is handcrafted with intention, artistry, and devotion. Our garments are made-to-order using artisanal processes that honour time, skill, and heritage. To preserve the integrity of our craft and bespoke nature, we follow a strict and transparent returns and refunds policy.

While we do not offer refunds on made-to-order purchases, we are committed to resolving genuine fulfillment issues with care, fairness, and efficiency.

 

 

Returns

Eligibility
Returns are accepted only in the case of verified fulfillment errors, including:

  • Incorrect item shipped

  • Missing item(s) from the order

Exclusions
Due to the bespoke nature of our creations, the following are not eligible for return:

  • Custom-made or made-to-order garments

  • Altered pieces

  • Sale or discounted items

Return Process
To initiate a return request, please email orders@noor.luxe within 24 hours of receiving your order, mentioning:

  • Order number

  • Clear description of the issue

  • Supporting images or videos (mandatory)

Requests raised beyond 24 hours will not be entertained.

Condition of Return
All approved returns must be:

  • Unworn and unwashed

  • In original condition

  • With all tags intact

Items failing quality inspection will be returned to the customer without refund or credit.

 

 

Refunds

Eligibility
Refunds are issued only for verified fulfillment errors approved by NOOR.

Processing Timeline
Approved refunds will be credited to the original mode of payment within:

  • Minimum: 7 working days

  • Maximum: 10 working days from approval

Non-Refundable Charges

  • Shipping and handling charges (if applicable) are strictly non-refundable.

 

 

Damaged or Defective Items

We sincerely regret if you receive a damaged or defective product.

Please notify us within 48 hours of delivery at orders@noor.luxe, along with:

  • Order number

  • Clear images of the damage

Upon verification, we will arrange a replacement or refund, at our discretion.

Claims made after 48 hours will not be accepted.

 

 

Exchanges

We do not offer direct exchanges.

If eligible for a return due to a fulfillment error, customers may place a fresh order for the desired item separately.

 

 

Store Credit

If approved, store credit will be issued post quality inspection and will be:

  • Valid for 6 months from the date of issue

  • Non-transferable

  • Redeemable only on www.noor.luxe

Store credit cannot be encashed or extended.

 

 

Reverse Shipping

Customers are responsible for securely shipping the approved return back to NOOR.
NOOR is not liable for loss or damage during reverse transit.

 

 

Artisanal Disclaimer

NOOR garments are handcrafted by master artisans.
Natural variations in embroidery, dye, weave, and texture are inherent to handmade processes and are not considered defects.

Each piece is:

  • One of a kind

  • Made-to-order

  • Created exclusively for you

 

 

How to Raise a Return Request

Email: orders@noor.luxe
Subject Line: Return Request – Order No. ______

 

 

Our Promise

Your NOOR creation is made with devotion — one artisan, one needle, one stitch at a time.
If there is ever a genuine concern, we will always support you and stand firmly behind our craftsmanship.

 

 

Important Notes

  • All returns, refunds, and credits are subject to inspection and approval.

  • NOOR reserves the right to decline any request that does not meet policy guidelines.

  • Policy decisions made by NOOR are final and binding.

For further assistance, please contact orders@noor.luxe.