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FAQs

We've listed some frequently asked questions below. If you have a question that doesn't appear on here, please email hello@bornnouli.com and we'll aim to get back to you as soon as possible.

Delivery

Q: How much does delivery cost?

A: We offer free delivery for all orders placed within the UK.  We ship via Royal mail and you can expect your order in 3-4 working days.

Q: Do you deliver worldwide?

A: Due to delivery times, we have currently suspended our international shipping and are only sending orders within the UK. 

Q: When will my order be dispatched?

A: We are dispatching orders on a Monday, Wednesday and a Friday.  If you order is placed at a weekend or outside of our dispatch day it will be dispatched the next working day. 

Contact

Q: How can I contact you if I need assistance?

A: If your questions weren't answered by our FAQs, please contact us via email, stating your order number (if you have already placed an order) and your name at orders@bornnouli.com and we will aim to help you within 24 hours. Monday - Friday. We do not offer customer service on the weekend because we're a small business and this is time off to spend with our families, but we'll get back to your question on Monday.

Payment

Q: What payment methods do you accept?

A: Payments can be made via credit or debit card as well as PayPal and Apple Pay. We accept Visa, Mastercard & Maestro.

Sizing

Q: What size should I order?

A: Please refer to our size guide but if you are still unsure, do drop us an email at hello@bornnouli.com and we will be more than happy to help to ensure you get your perfect fit.

Returns

 

Q: How long do I have to return my item?

A: We offer a 14 day return policy on all unworn items returned to us in perfect condition with all of the original packaging and tags intact. 

Unfortunately we will not accept any returns which are found to have make-up stains, are washed or have any noticeable smells or marks (including sweat marks) on the garment.

 

Q: How do I get a refund?

A: Please complete the returns paperwork enclosed with your order, detailing if you wish to have a refund or an exchange. Please send your item(s) to our returns address detailed on your returns form. 

Q: How can I get my item(s) exchanged?

A: Please send your item(s) to our returns address, filling in the bottom of the dispatch note to tell us clearly which item(s) and size(s) you would like to have as an exchange. We will then swiftly exchange for any other item(s) (stock permitting). If you no longer have the dispatch note, please include a note of your name, order number, and item(s) and size(s) you would like to have as an exchange.

Q: What postage method should I use?

A: If you choose to return to an item to us then you will need to pay for the return postage. We recommend using Royal Mails registered post to be sure it arrives with us as some carriers do not ship to PO BOX addresses. 

Q: How long will it take to process my return?

A: Once your item has arrived at our warehouse, your exchange or refund will be processed. Please allow 7 days. (working days Monday - Friday). Please bear with us during Christmas and other busy periods, as it may take slightly longer.

Q: How long will it take for the money from my refund to be credited to me?

A: Your refund will usually be processed within 72 hours of receiving your return. The length of time it takes to credit your account depends on the refund method, so please refer to the your card issuer's or PayPal's terms for further information.