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FAQs - Frequently Asked Questions
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Noëlle and her team cover as many of the questions that you may have about www.noelleadam.com, her designs and other important matters in this section. If you have any other questions feel free to contact us through the "Contact us" page of the website.
Sales Region - European Sales Only
Return & Exchange Policy
Design & Range
Size & Fit
Technical & Web Site
Payment & Credit Cards
Shipping & Delivery
Sales Region - European Sales Only
I do not see my country in the list of countries to which you sell?
We currently sell to the UK, France, Germany, Denmark, Greece, Luxembourg, Hungary, Czech Republic, Poland, Slovakia, Portugal, Finland, Sweden, Ireland, Italy, Austria, Spain, Belgium and The Netherlands. Unfortunately we can only sell and ship to these countries at this time. If you are not currently residing in one of the countries listed above please feel free to register with us and we will update you as we expand our sales to your country.
Return & Exchange
Can I exchange my dress if I order the wrong size?
Yes you may, so please inform us within 7 (seven) days of receiving your order so we can start the process, which is both fast and efficient. We will pay for the courier charges for the new size requested. Please remember however that you should always measure yourself as recommended in the "Size & Fit" section so that you buy the right size in the first place. Each item has all the relevant details required to buy a beautifully fitted garment. If you require a change of size you will need to cover the costs of the return registered postal charges.
Do you guarantee the manufacturing quality of your garments?
Yes, we do absolutely. If you detect any major manufacturing fault when you receive the garment you should immediately return it and we will exchange it free of charge. We will cover any direct expenses such as return postage costs as well as courier costs for the replacement. We will replace your garment with a replacement from our stock and generally do not give refunds or credits. In the event that we have no stock (e.g. in the case of the ‘Limited Editions’) we will give a complete refund of all direct costs including VAT and shipping. Please refer to the "Return and Exchange Policy" for complete details.
What if I find a manufacturing fault in the garment? Will I get a replacement?
Yes, you will receive a replacement garment at no extra cost. If we are out of stock of the item and we do not plan to replenish the stock you will get a full refund of the amount debited from your account. Of course we will have to inspect the purchased item on its return to make sure it is a manufacturing fault. Please download (Noelle Adam Return & Exchange Request.doc), fill the form out completely, scan and email to return@noelleadam.com within 7 (seven) calendar days of receiving your purchased if you have such a problem.
How do I return or exchange an item?
To start the exchange process please download the form (Noelle Adam Return & Exchange Request.doc), fill the form out fully and email to return@noelleadam.com within 7 (seven) calendar days of receiving your purchase. We will then give you, by return email 1. "Return & Exchange" (R&E) code number and 2. The address you can send the item. Only use registered post for returns. Once you have the confirmation email, return the item no later than 7 (seven) days later. Once we have received the item back in our facility we will check that it is undamaged, unworn (for more than the initial fitting), without lipstick and/or make-up stains and has all the inner and outer packaging attached (with product stickers and bar codes etc.) plus the free ‘rucksack’ if applicable. We may not accept returned items that are not received in the above-specified condition. For further details see our "Return and Exchange Policy" in our "Terms and Conditions" section.
Design & Range
Are these clothes designed by Noëlle - from start to finish?
Yes, absolutely. All designs on www.noelleadam.com are created, designed and developed by Noëlle personally.
Why are there "Sketches" on the website. Can we buy these?
Noëlle thought it would be interesting for you to see a small piece of the creative and design process. The sketches are hand drawn by Noëlle and are an integral part of very early development of the garment or item. The sketches are not for sale.
What do you mean by 'Limited Edition'?
'Limited Edition' is an integral part of having exclusive fashion available to our clients. It means that once the current stock is finished we do not produce this particular garment again. Typically for a 'Limited Edition' no more that 10-75 pieces are produced for all of Europe.
Are the Necklaces ‘one of a kind pieces’?
Yes, indeed they are. All of Noëlle’s necklaces are handmade by Noëlle and her team. The signature pieces are made to match a particular dress design, style, fabric pattern or color. We recommend that you buy a particular dress with the suggested necklace to fully compliment both pieces.
The Sleeves are sold separately, why ?
We have produced the sleeves in limited quantities to maintain the exclusivity of the range. As with the Necklaces, the Sleeves are specifically designed to enhance & amplify the beauty of one of the designs. We have produced only a limited number of Sleeves so get in quick as they look great and add a very special dimension to the outfit!
Can I buy garments and other items designed by Noëlle Adam in stores or retail outlets in my country?
No you cannot buy anywhere else & I guess that really is the point! We only sell this range of items and garments through www.noelleadam.com. This guarantees that the items are 100% genuine originals from Noëlle. We want to get you’re the latest fashions as fast as possible so we have chosen to come directly to you.
My dress seems to be slightly different than in the photo on your site?
Sewing, embroidery & stitching by hand will always give some natural variation between garments. Natural fabrics will also always vary in terms of colour & weave.
Size & Fit
What size am I? UK, Italian, Dutch and US sizes vary don't they?
We have created a size conversion chart to help you with this issue. This chart is the industry standard and is used by nearly all designers. Please go to "Size Guide" in the "Size & Fit" section for more details.
Do you have the measurements of each dress so I can make a good choice?
Yes, absolutely – you should have no trouble with fitting what you buy. We have made sure that all relevant information is available for you so you can make a very well informed choice. In the "Size & Fit" section you will see a detailed chart on the actual measurements of the dresses. We strongly recommend that you measure yourself so that you get the right dress and right size. See "Size Guide" for more information.
Can I buy an item on the web site and send it as a gift to a friend's address?
Unfortunately not as we believe that determining the right size and fit is very important when deciding what to buy so to avoid returns and exchanges issues we think a person should buy directly.
Which size should I choose?
Please initially refer to the details beside the items. You will be able to see detailed information on the dimensions of the garment – bust, waist, hips & length. We make all our products to generally accepted international sizing norms. Make sure you check the relevant information on the site to make sure you have chosen the right size. We have also provided a "Size Guide" for different country sizing systems.
Technical & Website
Buying on www.noelleadam.com, how do I do this?
Buying online is easy, safe and straightforward. Just follow the steps on the website by starting with "Start Shopping" or "Add to Bag" or click on the photo of the dress you like. You can choose to stop the purchase process right up to the point where you click the button 'Confirm Order' so you have plenty of time to fully consider your purchase. You will be taken through the buying process, step by step, and can go backwards (by clicking the 'back' tab at the bottom of the page) so you can amend, change or cancel the information given at any stage before final 'Confirm Order' click.
Can I share the designs and site information with my friends and social network sites?
Yes, you can as long as this is for private, non-commercial purposes. We have made this process easier for you by placing "E-mail to a Friend" and "Share This" in web site. By allowing the sharing of Noelle's designs we do not however compromise our copyright.
Is it safe to shop on the Internet ?
Yes, it is. Your security and the security of your personal information is very important to us. We therefore use Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. SSL technology enables encryption (scrambling) of sensitive information during your online transactions. All of the pages on our site are secured with SSL technology so your personal information stays safe. For more information on this please go to "Your Data" in the "Terms and Conditions" section.
Why should I register with www.noelleadam.com?
By registering you will have the opportunity to get information on great new items and products from Noëlle. By being registered your next visit to www.noelleadam.com will be personalized. Additionally you will be able to save your "Shopping Bag" from your previous visit. This will give you a head start to make your purchase as you will not need to go back to square one.
I cannot remember my password?
Click on "Forgot password?" on the home page. We will send you a new password once we have received your request. Please make sure you then change that password. Make sure the new password is long enough or complex enough not to be guessed by others. We suggest a password at least 6 digits long has a combination of uppercase and lower case letters as well as numbers. We also recommend that you change your password regularly.
Do I need to be registered to keep my shopping bag contents for my next visit?
Yes you do, however we only request very basic details such as your name and email address to be registered, which should only take a few moments. You will be asked to create your own, secure password.
Payment & Credit Cards
What payment methods are accepted?
We accept Visa, Verified by Visa, MasterCard, MasterCard Securecode, MasterCard, American Express, PayPal, Maestro, V PAY, Giropay (DE) & IDEAL (NL). We do not accept any other methods of payment apart from those listed.
Is it safe to use my credit card online?
Your personal online security is very important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information. Should the billing and shipping addresses not match each other your credit card company or we may refuse to accept and supply the order.
Will you store my credit card details once I have completed my purchase?
You can opt in or out of us storing your credit card details as you go through the purchase process. This means you do not have to enter them again for future purchases, making it quicker and simpler to shop. To get more information on this topic please read our "Privacy Policy" and "Your Data" in the "Terms and Conditions".
I am logged in and go through to my credit card details and I only see the last 4 numbers for my credit card. Why is this?
For added security we only show the last four digits of your credit card when you log back in. You can proceed with your purchase as the numbers before the four digits shown are encrypted.
Can I remove from www.noelleadam.com my saved credit card details?
Yes, you can. There are two ways to remove previously saved credit card details:
1) During your next purchase at www.noelleadam.com, simply deselect the option "remember my payment details" on the payment page.
2) You can email us at accounting@noelleadam.com with your request to deregister your details. We will do this as soon as possible but normally within 1 working day.
What currency can I be billed in? What will I see on my credit card bill?
You can choose from 4 (four) international currencies to be billed in - Euros, Pound Sterling, Swiss Francs or $US. You can change the currency on the site by using the drop down box marked 'Currency'. You will see International Fashion Designs AG appearing on your credit card bill.
What VAT (Value Added Tax) and import duty are applicable?
VAT is levied as per the VAT rate in your country of residency, which is also where the delivery will be made. As you go through the buying process you will see the VAT rates for Denmark, Greece, Luxembourg, Hungary, Czech Republic, Poland, Slovakia, Portugal, Finland, Sweden, France, UK, Ireland, Italy, Germany, Austria, Spain, Belgium and The Netherlands.
When will payment be deducted from my credit card?
We will debit your credit card at the time of the credit card acceptance by your credit card company as part of the purchase process. You cannot order an item that is not in stock so as soon as we have your order your order will be processed. We send items Monday – Friday (excluding French public holidays). Your purchase, once received, should be dispatched within 24 hours in a normal workweek.
Shipping & Delivery
Can I have my purchase shipped to my Post Office box?
We do not courier to Post Office boxes in any circumstances.
How soon can I get my order and how much will it cost to get it to me?
We have provided the best quality shipping option for you with UPS in FRANCE. The guide below gives an example of cost and time for deliveries to several destinations in Europe. Please note that the exact calculation for costs will be automatically calculated and be clearly shown as you go through the purchasing process. At the current time approximate courier rates for one Maxi Dress with beads (0.621 kg's gross weight, pack dimensions = height 5cm x depth 29cm x length 36cm) are :
At the current time approximate courier rates for one Maxi Dress with beads (0.621 kg's gross weight, pack dimensions = height 5cm x depth 29cm x length 36cm) are :
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Paris |
Amsterdam |
London |
Helsinki |
Budapest |
Mailand |
Madrid |
Berlin |
Warschau |
Courier (Euros) |
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0.00 |
0.00 |
0.00 |
0.00 |
0.00 |
0.00 |
0.00 |
0.00 |
Delivery time (days) |
1-2 |
1-2 |
2-3 |
5-6 |
3-4 |
3-4 |
3-4 |
3-4 |
3-4 |
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What happens if my purchase is lost during delivery?
At no cost to yourself we have arranged for your purchase to be fully insured from the time the item is purchase by you until it is delivered to you.
What if the package looks badly damaged or is in bad condition on delivery?
If, for any reason, your delivery and it's packaging (e.g. totally crushed, open or ripped) is damaged when it arrives then we strongly recommend that you refuse the delivery and it will be returned to us at no cost to yourself. Once it is returned we will resend the order at no additional cost to you.
Do I need to sign for my order when it is delivered?
Yes, this is essential to protect you by making sure that your order is delivered to you and only to you. It is also important for us to have confirmation that you have received the items in good condition and the date on which you received the order. We require proof of delivery for all orders.
How will I know you have received my order?
Following the approval of you credit card details you will be sent a confirmation of your order by email.
Can I track my order?
You will be sent a confirmation about your order and will be able to track the delivery with UPS online. To track your order follow the instructions on the email you receive from our logistics company.
Is my personal information kept private?
Yes we are fully aware of the issues and requirements of customers about their personal information and have taken all necessary steps to protect your privacy. Please be assured that all the information you share with us is private and confidential. Our goal in collecting personal information from you is to provide an efficient, meaningful, and customized experience. For a fuller explanation for this question please read our "Privacy Policy", "Your data" in "Terms and Conditions" section.
If you have any other questions, additional queries or require more explanation
please feel free to contact us through the "Contact us" page of the website.
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