Refund policy
At Atra Nox, we want you to be happy with your order. If something is wrong, damaged, or not as expected, contact us and we’ll do our best to resolve it fairly.
Change-of-Mind Returns
You have 14 days from the day your order is delivered to tell us you would like to return your item.
After notifying us, you then have another 14 days to send the item back.
To be eligible for a change-of-mind return, your item must be:
- Unworn and unused
- In its original condition
- Returned with any original packaging, tags, pouches, or inserts where possible
- Not damaged, altered, or marked
To start a return, email us at:
Please include:
- Your order number
- Your full name
- The item you would like to return
- The reason for the return
Please contact us before sending anything back. Items returned without contacting us first may not be accepted.
Return Shipping
For change-of-mind returns, the customer is responsible for return shipping costs.
We recommend using a tracked service and keeping proof of postage. We are not responsible for returns that are lost or damaged on the way back to us.
Faulty, Damaged, or Incorrect Items
If your item arrives damaged, faulty, or incorrect, contact us within 30 days of delivery.
Email us at:
Please include:
- Your order number
- A clear photo or short video showing the issue
- A brief description of the problem
If your claim is approved, we will offer a suitable solution. This may include a replacement, refund, or another resolution depending on the issue.
For faulty, damaged, or incorrect items, we may not always require the item to be returned. However, we reserve the right to request a return before issuing a refund or replacement.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept change-of-mind returns for:
- Earrings that have been worn or removed from sealed hygiene packaging
- Items that have been worn, used, damaged, altered, or marked
- Personalised or custom-made items, unless faulty
- Gift cards, if offered
This does not affect your rights if the item is faulty, damaged, or incorrect.
Refunds
Once your return has been received and inspected, we will email you to confirm whether your refund has been approved.
Approved refunds will be issued to your original payment method.
Refunds are usually processed within 3–5 business days after approval, but your bank or payment provider may take longer to show the funds in your account.
Where required, we will refund the standard delivery cost paid at checkout. If you selected a more expensive delivery option, only the standard delivery amount may be refunded.
Late or Missing Refunds
If your refund has been approved but you have not received it yet, please first check with your bank or payment provider, as processing times can vary.
If you have still not received your refund after several business days, contact us at:
Lost or Delayed Orders
If your order has not arrived within the estimated delivery window, please contact us so we can investigate with the shipping carrier.
If your package is confirmed as lost in transit, we will offer a replacement or refund.
Exchanges
If you need a different size or would like to exchange an item, contact us at:
Exchanges are subject to stock availability. If the item is unavailable, we may offer a refund or alternative solution.