Do you ship to my country? Yes, we ship worldwide! Where and how are your items made?
All NOCTUA products are made by hand in England however the crystals and gemstones are mined ethically from Brazil, Madagascar, Arkansas, India, Mexico, Australia, China, Alps, France, USSR and Tibet.
How long does it take to get my order if I live in the UK?
Our company sells hand-made and hand-packaged products. Many items are made to order. Therefore, we do mass shipping four to five times per week. It typically takes 1-2 weeks to receive your item(s) after purchase. Please keep in mind if your order is taking longer than usual to reach you that if there is always the possibility of a delay with the post office (which is out of our hands).
How long does it take to get my order if I live overseas?
Overseas shipping can take anywhere from 2-4 weeks depending on your region’s customs policies and what country your item is being shipped to. Most international shipping options do not offer tracking for overseas packages.
I put the wrong shipping address on my Paypal. What do I do now?
If you have made this mistake, please email us at firstname.lastname@example.org right away with your order details and the correct address you’d like your order shipped to and we will work with you to make sure your item(s) reach you. The sooner you email us, the better. Please note that we ship 4-5 times per week, and we cannot change delivery information once the package has left our studio.
I emailed you and haven’t received a reply. When can I expect to hear from you?
Our customer service staff is only in the office one to two days per week and may not be immediately available to respond. Emails received on a weekday can usually be answered within two to four business days, although exceptions may occur due to scheduling. Please be patient. In the unlikely event that an email or inquiry has gone unanswered for a week or more, please send us a new message, as your original may have been misfiled. Please note that emails sent during the weekend will not be received by our staff until the beginning of the work week.
What are your hours of operation?
In most cases, shipping and customer service staff are in the studio from 9:30-5:30 on Mondays to Thursdays. Occasionally, these hours may differ due to external circumstances. Please note that most of the time, this means that an email sent to us on a Thursday evening may not be viewed until Monday morning.