Questions, answered.
The short answers live here. If yours doesn’t, write to us - a person reads every note.
Where is my order?
The moment your parcel leaves us, we email you a tracking number. If it has been more than [2 business days] since you ordered and no tracking has arrived, check your spam folder, then write to us with your order number. We will find it.
Can I change or cancel my order?
Usually, if you are quick. Email us within [12 hours] of ordering and, if we haven’t packed it yet, we can change the size, the address, or cancel it outright. Once a parcel is on its way, the returns page takes over - it is simple, promise.
When will my order ship?
We pack orders within [1–2 business days]. NOOR rests on Shabbat and Jewish holidays, so orders placed while the shop rests are packed first thing when it reopens. Nothing is lost, and nothing is rushed.
How much does shipping cost?
[Flat rate of $X, free over $Y - final rates are set before launch.] The full breakdown is on the shipping page, and you will always see the exact cost at checkout before you pay.
Do you ship internationally?
[Shipping region - US only at launch, or wider - is set before launch.] The shipping page always lists the current answer.
What is your return policy?
If a piece isn’t right, you have [30 days] from delivery to send it back - unworn, unwashed, tags on. The returns page walks you through it in three steps.
How do exchanges work?
Write to us, send the original back, and we ship the new size. There is also a faster path if you don’t want to risk your size selling out. Both are on the exchanges page.
How do I find my size?
Every piece lists its real garment measurements - the piece itself, measured flat. Our size guide shows you how to measure yourself, or a piece you already love, and compare. Still unsure? Email us your measurements and the piece you’re eyeing, and we’ll suggest a size.
Does the shop close on Shabbat?
Yes. NOOR rests on Shabbat and on Jewish holidays. You can browse anytime; orders placed while the shop rests are packed as soon as it reopens, and notes sent then are answered then too.
What can I pay with?
Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Shop Pay. Payment is handled by the shop’s secure checkout - we never see or store your card number.
Something arrived damaged, or it’s the wrong piece.
That is on us, and we will make it right. Email [support email] with your order number and a quick photo, and tell us whether you’d like a replacement or a refund. We cover the shipping both ways.
Will a sold-out piece come back?
Our batches are small, so not always. Join the list at the bottom of the shop - restock notes and quiet launches go there first.
Can I send NOOR as a gift?
[Gift notes and gift wrapping - decided before launch.] Either way, our parcels never include prices, so sending one straight to someone you love is safe.