Frequently Asked Questions

PLACING AN ORDER

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for your NOUR goods - we will ship your package within 4-7 business days.

Our NOUR Support Team is always happy to guide you at any step!

 

CAN I UPDATE MY ORDER?

Kindly note that as our team works hard to get your order ready to ship as soon as possible, we may not be able to cancel your order upon request.

If your order has not yet been fulfilled please contact us at nourbyfarhana@gmail.com with your order number and details on the change.

Your order cannot be updated if it has already been fulfilled.

 

CAN I CANCEL MY ORDER?

Kindly note that as our team works hard to get your order ready to ship as soon as possible, we may not be able to cancel your order upon request.

If your order has not yet been fulfilled, it can be fully refunded. Please contact us at nouryfarhana@gmail.com with your order number and we can take care of it for you!

Your order cannot be refunded if it has already been fulfilled.

 

WHAT IS MY ORDER STATUS?

Once you place your order, you will receive an order confirmation within 15 minutes. After your order has shipped, you will receive a shipping confirmation email. Your order can take 3-5 business days to be fulfilled. A friendly reminder that business days do not count as holidays and or weekends. All packages are shipped through DHL Express.

If you did not receive an order confirmation after placing an order, contact NOUR Support to verify your email address.

 

CAN I REFUSE SHIPMENT?

Should you choose to refuse the delivery of your order to avoid duties and taxes or if you change your mind, you will be responsible for the return shipping fee charged to NOUR.CO FZE LLC. This amount is dependent on your country. If you want to make any adjustments to your address, please be sure to reach out to us at nourbyfarhana@gmail.com before your order is shipped.

 

WHERE CAN I FIND MY ORDER NUMBER?

If you have a NOUR account, simply log in and select “My Orders” in the drop-down menu under your name. There, you can find the order number! If you haven't created an account, no worries! You can create one anytime with the same email address used to place the order.

With every order we send an order confirmation email, which is sent to the same email used to make the purchase. Be sure to check all inboxes as it can make its way to junk/spam folder.

 

HOW CAN I TRACK MY ORDER?

Already have an account?

First, log into your NOUR account at any time and select "My Orders" to review your order status. Once your order is packaged and ready to ship, you’ll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.

Keep in mind that orders shipped with Standard Untracked shipping will not have a tracking number and have a 9-12 business days transit time.

Don't have an account?

No worries! You can use the same email address that you placed your order with to create an account and it will appear under "My Orders".

Tracking numbers are automatically sent as soon as your order is packed! Once the courier picks up the package and scans it into the system, the tracking number can be used to see the information about your order. If the order was packaged on the weekend, it will be updated the next available business day!

 

WILL I HAVE TO PAY CUSTOMS OR TARIFFS IF I’M ORDERING FROM THE U.S.? 🇺🇸

Some U.S. orders especially those containing abayas may be subject to customs duties or tariffs upon delivery. These charges are determined by U.S. customs and are not included at checkout or collected by us.

While not all orders are affected, if a tariff is applied, it will be your responsibility to pay it before your package is released by customs. Upon delivery you will receive a bill from the courier to pay the fee that is determined by them upon the spot. It would be estimated around 30% of your order for the tariff fee and an additional 10-20% paid to the courier's fee too. We understand this can be frustrating and wish we had more control over it, but unfortunately, it's out of our hands once the order crosses the border from our country, Dubai, United Arab Emirates.