Client Care
FAQ
Orders & Shipping
How long will my order take?
Orders are processed in 1–2 business days. After dispatch: 3–7 days to the Middle East, 5–10 days to Europe, and 7–14 days worldwide.
Can I change or cancel my order?
Email us at hello@norae-luxury.com within 12 hours of placing your order and we will do our best to help. Once dispatched, changes are not possible.
Do you ship internationally?
Yes, we ship to most countries worldwide. See our Shipping page for regions, timelines and costs.
How do I track my order?
A tracking number is emailed to you once your order is dispatched. Allow up to 24 hours for tracking to activate.
Returns & Exchanges
What is your return policy?
Nightwear, loungewear and robes may be returned within 14 days of delivery, unworn and in original packaging.
Are lingerie items returnable?
Due to hygiene regulations, lingerie (bras, briefs, bodysuits) is final sale — unless defective or incorrectly sent.
How do I start a return?
Email returns@norae-luxury.com with your order number and reason. We will confirm eligibility and provide a return address.
When will I receive my refund?
Refunds are processed within 5–10 business days of receiving and inspecting the returned item.
Payment
What payment methods do you accept?
We accept credit/debit cards (via Stripe), bank transfer (including ShamCash), and cash on delivery in select regions.
Is my payment information secure?
Card payments are processed by Stripe under PCI-DSS Level 1 compliance. We never store your card details.
Do you offer installment payments?
Installment payment is not currently available.
Sizing & Products
How do I find my size?
Please refer to our Size Guide for detailed measurements and fitting advice.
What fabrics do you use?
We work with silk, lace and cashmere — visit our Craftsmanship page to learn more.
Can I be notified when an out-of-stock item returns?
Email us at hello@norae-luxury.com and we will add you to the waitlist.
Account
Do I need an account to order?
No — guest checkout is available. Creating an account lets you track orders and access exclusive benefits.
How do I reset my password?
Click "Forgot password" on the login page and we will send a reset link to your email address.