Return policies

14-Day Return and Replacement Policy

At Noéma, we understand that sometimes things don’t work out. That’s why we offer a 14-day window from the date you receive your item to request a return or replacement.

Eligibility Criteria

To ensure a smooth return process, please make sure that:

  • The item is sent back to our designated warehouse (with a tracking number).
  • It’s in its original condition—unworn, unused, with tags, and in the original packaging.
  • You include your order number with the return.

Please note: Items sent to intermediary shipping facilities won’t qualify for refunds. Only items returned to our approved warehouses can be processed.

Return Shipping Costs

  • You’ll need to cover the shipping fees for returns.
  • Original shipping charges are non-refundable.

Size Selection Guidance

To help minimise unnecessary returns, we encourage you to refer to the bag dimensions listed on our website before making a purchase. Need help choosing the right size? Don’t hesitate to reach out to us at enquiry@noema-au.com. We’re here to help!

Initiating a Return

To start the return process:

  1. Contact us at enquiry@noema-au.com to request a return.
  2. Once approved, we’ll provide you with the return address and step-by-step instructions on how to send the item back.

Please ensure all returns are authorised in advance, as items sent without approval won’t be accepted.

Refund Processing Time

Once we’ve received your returned item, please allow 5–10 business days for our team to review it. If your return meets the conditions, we’ll process your refund and notify you via email. Refunds will be issued to your original payment method within 10 business days.

Damaged or Incorrect Items

If your item arrives damaged or isn’t what you ordered, please let us know straight away! Email us with:

  • Your order number.
  • A brief description of the issue.
  • Clear photos showing the damage or incorrect item.

We’ll sort it out and send you a replacement at no extra cost.

Missing Items

If something is missing from your order, reach out to us with:

  • Your order number.
  • The missing item’s name.
  • A photo of the packaging and contents as they arrived.

We’ll investigate and make things right for you.

Thank you for chooseing Noéma 🤍