NOX & NEEDLE
Buyer Protection
Guarantee
Buyer Protection
Four commitments that apply to every order placed on this site, whether you spend $50 or $5,000.
Authenticity
Checked by hand
Every piece is inspected before it is listed and again before it ships. A piece that fails either check is never sent.
Returns
30 days
Unworn, with box and tags. Wrong size, wrong item or a defect we caused — we cover the return label.
Delivery
Tracked door to door
Lost after 10 days without a scan: we open a carrier claim and replace or refund once it is confirmed.
How a claim works
- Start with a message — order number plus photos of the item and the outer carton. Voice notes are fine.
- We answer in two hours — during working hours, a person reads it. No ticket queues, no bots.
- Resolution choice is yours — replacement, exchange or refund. Where a defect is ours, return shipping is on us.
- Refunds land in 3 to 5 business days — back to the original payment method, once the parcel is scanned in transit.
Payments
Cards are processed by Stripe, wallets and PayPal by PayPal. Both run on their own hosted checkout, so card numbers never touch our servers. You will see the charge as NOX & NEEDLE on your statement.
Your data
We keep the name, address and contact details needed to ship an order, plus the order history for returns. We do not sell or rent customer data. Ask us to delete your account and the record goes with it.
Full detail sits in our Privacy Policy and Returns & Refunds pages.