Customer Care
Return & Refund Policy
North & Noel’s current standard products use fixed designs and are not personalized to an individual order. EU/EEA consumers may exercise statutory withdrawal rights for these products. Printing a fixed-design product after you order does not, by itself, remove that right.
Outside applicable statutory rights and the European EUR-market policy described below, ordinary change-of-mind, size or color returns and exchanges are not available. Only genuinely customer-personalized goods made to your individual specifications, if offered, may qualify for a legally applicable withdrawal exception.
Please review product descriptions, measurements, size guides and product options carefully before placing your order.
Damaged, defective or incorrect items
If your order arrives damaged, defective, misprinted or incorrect, please contact North & Noel and, where possible, include clear photographs within 30 days of receipt. This is the reporting period for our fulfilment-partner claim process; it is not a general return deadline and does not limit any longer mandatory consumer rights.
North & Noel handles the matter with Printful and its fulfilment partners and remains responsible to you. Exercising a legal remedy is not conditional on a partner approving a claim.
If a physical return is required for a damaged, defective, misprinted or incorrect item, North & Noel pays the necessary direct return shipping. We do not charge a restocking fee.
Lost orders
If your package has not arrived and appears to be lost in transit, please report the issue within 30 days of the estimated delivery date.
We will investigate the shipment and, where appropriate, arrange a replacement or refund.
Wrong size, color or change of mind
Outside applicable statutory rights and the European EUR-market policy described below, we do not offer discretionary returns or exchanges for these reasons:
- Ordering the wrong size
- Ordering the wrong color or variant
- Change of mind
- Personal preference after receiving the product
This restriction does not affect statutory rights. Our current standard products have fixed North & Noel designs; they are not customer-personalized simply because they are printed after an order is placed.
Voluntary order changes and cancellations
For a voluntary order change or cancellation, email hello@northandnoel.com with your order number as soon as possible.
We can make voluntary changes or cancellations only before production has progressed beyond the point where changes are possible. Once an order has entered production, we may no longer be able to cancel or modify it voluntarily.
This production cutoff applies only to voluntary order changes and cancellations. It does not limit EU/EEA statutory withdrawal or the 14-day European EUR-market change-of-mind return policy described below.
The start of Printful production does not remove an applicable statutory right to withdraw. Statutory withdrawal and the European EUR-market policy take precedence over the voluntary limits described above.
Returns
Please do not send a product to Printful or any other address without first receiving the correct return destination and instructions from North & Noel.
Requesting return instructions is not a reason to refuse a timely statutory withdrawal notice. Send your notice through the route described below, then contact us for the correct return destination. No restocking fee applies.
Direct return shipping: For an EU/EEA statutory withdrawal or a change-of-mind return under the European EUR-market policy below, you are responsible for the direct return shipping cost when this was disclosed before purchase. If it was not disclosed, North & Noel pays that cost where required by law. North & Noel pays necessary direct return shipping for faulty, damaged, misprinted or incorrect goods.
European Union and EEA customers
EU/EEA consumers may notify us that they are withdrawing from a purchase of our current standard fixed-design products within 14 calendar days after receiving the goods. If an order is delivered in separate shipments, the period runs from receipt of the last item in that order.
Statutory withdrawal route: Submit a clear withdrawal notice through return or cancellation requests in your customer account, or email hello@northandnoel.com with your order number and a clear statement that you wish to withdraw. Email is available without a customer account.
Send the goods back within 14 calendar days after notifying us. Contact us for the correct return destination; do not ship blindly to Printful. Asking for destination instructions does not prevent you from giving timely notice or invalidate a timely withdrawal.
Direct return shipping for a statutory change-of-mind withdrawal is your responsibility only when that cost was disclosed before purchase. If it was not disclosed, North & Noel pays it where required by law. For faulty, damaged, misprinted or incorrect goods, North & Noel pays necessary direct return shipping.
Only genuinely personalized goods made to a customer’s individual specifications, if offered, may qualify for a legal withdrawal exception. A fixed-design product printed after ordering is not personalized on that basis.
Nothing in this policy limits any consumer rights that cannot legally be excluded.
European EUR-market change-of-mind returns
A 14-calendar-day change-of-mind return and cancellation window applies to orders for delivery throughout our existing European EUR market. EU/EEA customers have the statutory withdrawal rights described above. The same 14-day window also applies under North & Noel’s return policy to the four non-EU destinations in this market: Andorra, Monaco, San Marino and Vatican City.
For these four destinations, notify us within 14 calendar days after receiving the goods; if an order is delivered in separate shipments, the period starts when you receive the last item. Send the goods back within 14 calendar days after notifying us. Contact us for the correct return destination and instructions, and do not ship blindly to Printful.
Submit your notice through return or cancellation requests in your customer account, or email hello@northandnoel.com with your order number and a clear statement that you wish to return the goods. Email is available without a customer account.
For a change of mind, you pay the direct return shipping cost when this responsibility was disclosed before purchase. There is no restocking fee. North & Noel pays necessary direct return shipping for faulty, damaged, misprinted or incorrect goods. Applicable mandatory rights always take precedence.
Refunds
If a refund is approved, it will be issued to the original payment method.
For an EU/EEA statutory withdrawal or a return under the European EUR-market policy, we issue the refund without undue delay and within 14 calendar days after you notify us. Where applicable law allows, we may withhold the refund until we receive the goods or evidence that you sent them, whichever happens first. We refund the original standard delivery charge when required by law.
Approved refunds for damaged, defective, misprinted or incorrect goods are processed without undue delay and no later than 14 calendar days after approval.
Your bank or card provider may take additional time to post a refund after it has been issued.
Items returned to sender
Orders that are returned because of an incorrect or incomplete shipping address, an unclaimed shipment, or another delivery issue may require additional shipping charges before they can be resent.
Please ensure that your shipping information is correct before completing your order.
How to request help
For the statutory withdrawal route, use return or cancellation requests in your customer account, or contact us directly by email without an account:
Please include your order number. For damaged, defective, incorrect or missing products, also include photographs showing the problem where possible.