NOX & NEEDLE
Contact
Support
Talk to a human, not a bot.
Sizing, stock, QC photos, tracking or an exchange — write to us and a person on the team answers. Messages are handled in the order they arrive.
Fastest route. Photos, videos and voice notes welcome. Usually answered within 2 hours during working hours.
Best for order changes, invoices and anything you want in writing. Replies within 12 hours, Monday to Saturday.
Hours
Mon – Fri 09:00 – 18:00
Saturday 10:00 – 14:00 · GMT+8. Anything sent later is answered on the next working morning.
Before you write
- Order number — it starts with # and sits at the top of your confirmation email.
- Item and size — the exact product name plus EU, US or UK size saves a round trip.
- Photos — if something looks wrong, send two clear shots: the whole item and a close up of the detail.
- What you need — exchange, refund, tracking update, or QC photos before dispatch.
Shipping
In stock orders leave the warehouse within 24 to 48 hours, Monday to Saturday. Tracking is issued the moment the parcel is scanned and normally updates every day after that.
Typical delivery is 7 to 15 days on express routes, longer for remote areas and peak season.
Returns and exchanges
Thirty days from delivery, unworn, with box and tags. Wrong size is the most common reason — tell us the size you need and the replacement ships as soon as the first parcel is on its way back.
Footwear tried on indoors only. Apparel must be unwashed with tags attached.
Questions we get every day
Can I see the actual item before it ships?
Yes. Ask for QC photos on WhatsApp and we photograph the exact piece you are buying — heel, toe, label and outsole — before it goes into the box.
How long does dispatch take?
24 to 48 hours for stock items. Restocks and made to order pieces show their own timeline on the product page.
How is customs handled?
Parcels ship with duties prepaid on the routes we serve. Where a destination requires payment on delivery, it is stated before checkout.
Can I change my size after ordering?
Yes, as long as the parcel has not been scanned yet. Message us with the order number and the size you want.