FAQ

ORDERING

DO I NEED AN ACCOUNT TO ORDER?
No, you can also place an order as a guest. However, there are some advantages to having an account.  With an account, you can have a faster checkout process, easy viewing of order status and history, and receive information on promotions and new releases.

WHAT IF I FORGET MY PASSWORD?
On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.

WHAT IF I TYPED THE WRONG EMAIL ADDRESS?
Please contact our Customer Service team to change your email address. We can change your email address, name, and address, but we cannot change your order.

WHAT IF I DO NOT PAY IN US DOLLARS?
All prices are quoted in US Dollars. If your credit card or other payment method uses a different currency, the amount in local currency will be calculated based on exchange rates dictated by your card or other payment method issuer.

CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?
Promotion and discount codes cannot be combined unless specifically stated otherwise.

WHAT PAYMENT METHODS ARE ACCEPTED?
We accept all major credit and debit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.

HOW SECURE IS MY ONLINE ORDER?
When you purchase online using your credit card, your information is entered into an SSL-secure web page. Your information is then SSL-encrypted and sent directly to our payment processor’s network, where the transaction is authorized and approved. Your credit card information is not stored on our servers.

HOW DO I CHANGE OR CANCEL MY ORDER?
We reserve the right at any time after receiving the order to accept or decline any change to the order at our sole discretion, even after the customer receives an order confirmation or the credit card has been authorized. If the order is canceled or reduced after the credit card has been authorized, we will issue a credit to the original payment method.

Any cancellation made after an order has been placed will be subject to a cancellation fee of up to 30% of the total price.  The length of time after the order was placed does not matter because the payment process is immediate on order placement and the payment processor charges us a cancelation fee.  Any orders packed or shipped cannot be canceled.

HOW DO I ENTER A NON-ENGLISH SHIPPING ADDRESS?
This website conducts business in English. If your address contains non-English letters, you are advised to use similar English ones. For example, you may change the letter "ç" to "c".

CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
Your shipping address cannot be revised once the order has been processed or shipped. Please use your primary residential address as the shipping address instead of any temporary address as we cannot be responsible for timing problems with the receiving country’s customs service.

WHEN WILL MY ORDER BE PROCESSED?
Orders will be processed within 2-3 business days and shipped the following day. Please allow extra time for your order to be processed during holidays and sale seasons. Due to local postal services, we may be unable to ship on weekends.

Please contact our Customer Service team if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

WHEN WILL MY ORDER ARRIVE?
The delivery time is based on the shipping option that you have chosen. It may take 10 – 14 days for your package to arrive. We are not responsible for delays caused by the delivery country’s customs services.

HOW DO I TRACK MY ORDER?
Usually, you will receive the tracking number one day after we have shipped your order. We will email your tracking information as soon as it is available.

WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?
If something is still missing, please contact our Customer Service team immediately.

RETURNS

HOW DO I RETURN AN ITEM?
If you are not happy with your purchase and wish to return an item, please email our Customer Service team at notturall.comnotturall.com within 90 days of receiving your order.  You will need to provide your order number and the reason for your return. Our customer service team will review the return request and respond.  You may be asked to provide photos of the item(s) to be returned.  We will send further instructions to you if the return is approved.

WILL SHIPPING BE COVERED FOR MY RETURNS?
No.  You are responsible for all return shipping fees.

IS THERE ANY PROCESSING FEE FOR MY RETURN?

Yes. You will be charged a $1 processing fee for each return. This will be deducted from your refund.

WHAT IF THE ITEM(S) I RECEIVED IS DEFECTIVE/INCORRECT/DAMAGED?
Please contact our Customer Service team within 7 days of receiving your order if you have received incorrect, missing, or defective merchandise. Please include your order number, photographs of the item(s), and all related references. We will do our very best to resolve these issues.

HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. You will receive a confirmation email after the return process is completed.

WHEN WILL I RECEIVE REFUNDS
All refunds will be credited to your original form of payment. If you have paid with a credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of us receiving the returned item.

Your card-issuing bank may delay posting the refund. Please check with them for any delays.