Refund policy

Return & Refund Policy

At Nocturna, every product is made on demand specifically for each customer. Because our items are custom-produced after an order is placed, we do not accept returns or refunds for buyer’s remorse, wrong size selection, change of mind, or incorrect shipping information provided by the customer.

Made-to-Order Policy

All Nocturna products are produced only after an order is placed. For this reason, all sales are final unless the item arrives damaged, defective, misprinted, or incorrect.

Please review your order carefully before checkout, including size, color, design, quantity, and shipping address.

Eligible Refunds or Replacements

You may be eligible for a refund, replacement, or store credit if:

The item arrives damaged
The item has a manufacturing defect
The print is incorrect or misprinted
You received the wrong item
Your package is confirmed lost in transit

To request help, please contact us within 7 days of delivery with:

Your order number
Clear photos or videos of the issue
A short description of the problem

Requests sent after 7 days may be harder to review and may not qualify for a refund or replacement.

Non-Refundable Reasons

We do not offer refunds, returns, or exchanges for:

Ordering the wrong size
Choosing the wrong color
Change of mind
Buyer’s remorse
Minor color differences caused by screen settings
Slight print placement differences
Incorrect shipping address entered by the customer
Packages marked as delivered by the carrier but lost or stolen after delivery
Delays caused by the shipping carrier, customs, holidays, or incorrect customer information

Size Exchanges

Because each item is made to order, we do not offer free size exchanges.

Please check the size chart before placing your order. If you ordered the wrong size, you may place a new order for the correct size.

Damaged or Defective Items

If your item arrives damaged or defective, contact us within 7 days of delivery. Please include photos of the product and packaging so we can review the issue.

If approved, we may offer a replacement, refund, or store credit depending on the situation.

Wrong Item Received

If you receive the wrong product, size, color, or design due to a fulfillment error, please contact us within 7 days of delivery. We will review the issue and provide a solution if approved.

Lost Packages

If your package appears to be lost in transit, please contact us within 7 days after the estimated delivery date. We will review the tracking information and work with the fulfillment or shipping provider to determine the next step.

Delivered But Not Received

If tracking shows that your order was delivered but you did not receive it, please check with your local carrier, neighbors, household members, or building office.

Nocturna is not responsible for packages that are marked as delivered by the carrier but are stolen, misplaced, or lost after delivery.

Returns

Do not send any product back without contacting us first. Unauthorized returns may not be accepted.

If a return is approved, we will provide the correct return instructions. Items must be unused, unworn, unwashed, and in their original condition unless the issue is related to a defect or fulfillment error.

Order Cancellations

Orders may only be canceled if production has not started yet. Once an order enters production, we may not be able to cancel or refund it.

Please contact us as soon as possible if you need to cancel an order.

Refund Processing

If your refund is approved, it will be issued to the original payment method used at checkout. Processing times may vary depending on your bank or payment provider.