FAQ

If you have any questions email info@nourehaute.com!

Please keep in mind we are humans too and we want to help you! Please no rude, demanding, and unkind emails :)

You can expect a response in 1-3 business days! Weekends are not business days!

Please don't send multiple messages about the same issue! 

Most Frequently Asked Frequently Asked Questions:

  • If your shipment is lost or was marked as delivered please reach out to your local post office first!
  • Nourehaute cannot be held responsible for tracking or refunding any orders sent to the wrong address. Please be careful when choosing your shipping address!
  • We will not send complimentary replacement items or refunds for items marked as delivered. If an item is delivered and is stolen, it is not our responsibility to replace the item unless the item is insured. Please have all items shipped to a safe address and please buy the extremely affordable insurance we offer!
  • If your payment was declined, check that your billing address matches what's on your credit card account. Our payment gateway only accepts payments with information that matches billing exactly :)
  • If there are any problems with your order you have 30 days to contact us so we can make it right

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Still need more help?

  • My item arrived damaged/broken! Oh no! Send an email to info@nourehaute.com with a photo and description of the issue. If you received a broken item please hang on to all packaging until we can process a replacement! Please keep in mind much of our inventory is handmade and may contain slight variations in color, finish or shape. Small abnormalities should be expected! If your item has a small manufacturing flaw that does not affect the design or the function it is not eligible for a replacement. All inventory goes through a quality inspection before shipping so rest assured that this is an unlikely situation. If anything was damaged during shipping please reach out to me!

  • I need to update my address! mail info@nourehaute.com with the correct address ASAP! We'll do our best to make any changes before your order ships. If your order has already shipped we are not responsible for tracking or refunding any packages sent to the wrong address. Please be careful and double/triple check your shipping address at checkout!

  • My package was returned to sender! Please email info@nourehaute.com with your order number and the correct shipping address! Once your package arrives back at our warehouse we can either reship it or refund your order minus the cost of shipping and a 20% restocking fee. We cannot reship or refund orders until they arrive back. If the package was returned due to an error in the address the customer is responsible for the cost of shipping it again. If the original address was correct we will cover the cost of reshipping to a different address. You have 30 days to reclaim your order from the date it was returned!

  • My order was marked as delivered but isn't here. Occasionally packages get marked as delivered and end up arriving sometime later. Be sure to check your porch, neighbors, apartment offices, etc. If a few days have passed reach out to your local post office. Don't call the 1-800 number, you'll be on hold for hours! Google "post office" in your zip code and call their direct number. You can also speak with your mail carrier or leave a note. If you did not add shipping insurance we are not responsible for lost, missing or stolen packages.

  • Can you give more detailed tracking info? We have the exact same tracking information you do! If your package is lost or delayed your best option is to reach out to your local post office.

  • My tracking has stopped updating! Sometimes USPS misses a scan which results in inaccurate tracking information and delays. The good news is packages do usually arrive! If the tracking hasn't been updated for a week please email us. If you did not purchase shipping insurance please reach out to USPS directly.

Shipping:

  • Does Nourehaute ship internationally? Yes, we do! Right now we can ship to North/South/Central America, and Europe. Please keep in mind there are still major international shipping delays due to COVID, sometimes over 6 weeks! 
 International orders are shipped via USPS and are typically handed off to your local postal service for final delivery. Once the package leaves the United States the tracking stop updating or may be marked as "delivered." Once an international order has left our warehouse we are unable to make any changes and are no longer responsible for your package. You may be required to pay customs fees to receive your package – these are completely out of our control and are the responsibility of the buyer. We ask that you consider the following before placing an international order: We absolutely CANNOT ship lighters or matches outside of the US. Any international orders placed with either will be canceled and refunded minus a 15% transaction fee. Please double and triple-check your shipping address before placing your order. We cannot make any changes once your order is shipped, and international orders are not eligible for refund/replacement if lost. 


  • When will my order ship? All orders ship between 1-5 business days, unless your item is handmade, a preorder, or there is a disclaimer during checkout. We usually ship orders the same day if the order is placed before 11 am! Check out our product and Etsy reviews to see how many people said their order shipped super quick! You'll receive a separate email with tracking once your order has shipped. If you don't see it after a few days check your *sPaM fOlDeR*!

  • How long will it take for my order to arrive? Orders are typically in transit for 1-3 business days, however with current delays at the post office some packages take much longer, so please be prepared for this. We do not guarantee any shipping times. Please note transit time does not include the time it takes to prepare and ship your order from our warehouse!

Returns and Exchanges:

  • What if I want to cancel my order? Once an order is shipped it cannot be cancelled or refunded. Please be sure you want to make a purchase before clicking submit! If we are able to cancel your order it is subject to a 15% fee to cover the cost of processing the transaction both ways. We are a small business and this is the best we can do!

  • What's the return/exchange policy? All sales are final once an order has been processed and shipped. We're a small business and that's all we can manage at this time. If you have an issue with your order feel free to email info@nourehaute.com. If there are any problems with your order you have 30 days from the day the package is marked as "delivered" to contact us so we can make it right :)