FAQ

Do you reply on Instagram or TikTok?

No. All customer service enquiries must be sent via email only to ndtbynicole@outlook.com. Please include your order number.

How long does it take to get a reply?
We aim to reply within 1–2 business days.

Can I return my order if I change my mind?
No, we do not accept returns or exchanges for change of mind.

Can I return or exchange my item?
Returns or exchanges are only accepted if the item is faulty or if you received the wrong size/item. You must email us within 7 days of receiving your order.

Do you offer refunds?
We offer store credit instead of refunds once the return has been approved and received.

Who pays return postage?
The customer is responsible for return postage costs.

Can I return sale items or discounted items?
No. Items purchased on sale or with a discount code cannot be returned, exchanged, or refunded.

Can I change my shipping address after ordering?
If your shipping label has already been created and paid for, we cannot change the address. You will need to contact Australia Post directly.

What happens if my parcel is lost or stolen?
Once your order has been handed to Australia Post, delivery is managed by Australia Post. If your parcel is lost or stolen, you will need to contact Australia Post directly.

How long is the pre-sale wait time?
Pre-sale wait time is 4–6 weeks after the pre-sale closes.

Can I cancel my pre-sale order?
No. Pre-sale orders cannot be cancelled once placed.