Versand
Shipping Policy
This page explains how your order gets to you: how quickly we pack it, how long it travels, what it costs, what happens at customs, and what we do when something goes wrong on the way. Delivery is the part of an online order you have the least control over, so we would rather over-explain it here than leave you guessing at the tracking page.
This policy works together with our Return and Refund Policy (https://houseofnoem.com/policies/refund-policy), which covers what happens once a parcel has arrived.
1. At a glance
- We ship to: every country we can reliably deliver to — our checkout will let you know if your address is out of range.
- Processing: 1 to 2 business days. Many orders leave us the same or next day.
- Delivery: 5 to 10 business days after dispatch.
- Cost: free on every order, worldwide, no minimum required.
- Tracking: every order, no exceptions. You receive a link by email when the parcel leaves us.
- Import charges: not included in the price you pay us. See section 8.
2. Where we ship
We ship internationally. If a destination cannot be reliably served, our checkout will not accept the address rather than take your money for a delivery we cannot make.
We deliver to residential and business addresses, and to most PO boxes and parcel lockers, though tracking updates for those can be slower.
3. Processing time
Orders are checked and packed within 1 to 2 business days. Business days are Monday to Friday, excluding public holidays.
- An order placed early in the week usually leaves within a day or two.
- Orders placed Friday evening, Saturday or Sunday are processed on the next business day.
- During sale periods and the weeks before major holidays, processing can take a little longer — we’ll say so on the site when that’s the case.
You’ll receive an order confirmation immediately after checkout, and a separate dispatch email with tracking once the parcel is handed to the carrier. If you don’t receive the confirmation within an hour, check your spam folder, then contact us — it usually means the email address was mistyped at checkout.
4. Delivery times
After dispatch, delivery takes 5 to 10 business days. Counting processing, allow roughly one to two and a half weeks from placing your order.
These are estimates, not guarantees. What can push a delivery toward the longer end of the window:
- customs clearance, the single biggest variable and something that can add several days
- deliveries to rural, remote or island addresses
- peak periods such as Black Friday, Christmas and other major holidays
- weather, strikes and other disruption at the carrier
We don’t currently offer an express or next-day service. If we add one, it will appear as a paid option at checkout.
5. Shipping costs
- Standard shipping is free on every order, to every destination we serve, with no minimum purchase required.
Shipping is quoted before you confirm your order. We never add a handling fee, packaging fee, or surcharge after the fact. The price at checkout does not include import duties or taxes charged by your own country — see section 8.
6. Carriers and tracking
Once your parcel is dispatched you’ll receive an email with a tracking number and link. Tracking can take 24 to 48 hours to show its first scan, and it’s normal for it to go quiet for a few days while the parcel is in transit or awaiting customs clearance — silence in tracking is not the same as a lost parcel, and it almost always resolves itself. Section 12 explains when you should be concerned.
The carrier used is chosen per parcel and destination, so the name on your tracking email may vary.
7. Where your order ships from
House of Noem is based in Greece, and orders are dispatched from our facilities and fulfillment partners. Our registered address is published on this site for company identification and correspondence — it is not a returns address. If you need to send something back, follow the process in our Return and Refund Policy and we’ll give you the correct address.
8. Import duties, taxes and customs
The price you pay at checkout covers the goods and shipping. It does not include import duties, tariffs, or customs processing fees charged by the country your parcel is delivered to. Those are set by your government, not by us, and where they apply they are payable by the recipient. Rules vary by country and can change, so we recommend checking with your local customs office if you have questions before ordering.
We declare every parcel accurately, at the price actually paid. We will not mark an order as a gift, understate its value, or misdescribe its contents — those requests are illegal, invalidate any insurance on the parcel, and leave you personally exposed if the declaration is checked.
If you refuse to pay an import charge and the parcel is returned or destroyed, section 14 explains what happens to your money.
9. Orders sent in more than one parcel
Where an order contains several items, we may send them in separate parcels so nothing waits on the slowest item. You’re never charged more than once for shipping when this happens, and you’ll receive a separate tracking number for each parcel.
If part of your order arrives and the rest doesn’t appear within a few days, check whether you received more than one dispatch email before contacting us.
10. Delivery addresses and changes
Please check your address carefully before paying, including apartment/unit number and postal code — address errors are the most common cause of a parcel going astray, and once dispatched a parcel cannot be redirected.
If you spot a mistake, email us immediately at help@houseofnoem.com with your order number and the corrected address. If the parcel hasn’t yet left us, we’ll change it at no charge — that window can be very short, so please write rather than wait.
If a parcel is undeliverable because the address given at checkout was incomplete or incorrect and it comes back to us, we’ll contact you. You can either have it sent again for a new shipping charge, or take a refund of the item price less the original outbound shipping cost.
11. Delivery, missed deliveries and safe places
Most orders don’t require a signature and may be left in a safe place or with a neighbor at the carrier’s discretion. Where a carrier records a safe-place delivery, it usually attaches a photo to the tracking — that’s the first thing to check if a parcel shows as delivered but isn’t in hand.
If nobody is available, the carrier will normally leave a card and either attempt delivery again or hold the parcel at a local depot. Parcels are usually held for one to three weeks depending on the country, then returned to sender — please collect promptly, as a returned parcel takes weeks to make its way back and can’t always be recovered.
13. Parcels damaged in transit
Please open and check your parcel when it arrives. If an item is damaged, photograph the item and the outer packaging before disposing of anything, and email the photos to help@houseofnoem.com with your order number. We’ll send a replacement or refund you in full, including shipping costs, and you won’t be asked to pay to return a damaged item.
14. Refused parcels and returns to sender
If a parcel is refused at the door, left uncollected, or returned because an import charge wasn’t paid, it travels back to us. Once we confirm it has arrived back, we refund the price of the goods, less the original outbound shipping cost and any return charges passed on to us by the carrier — we’ll tell you the amounts before processing the refund.
If you’ve simply changed your mind, accepting the parcel and returning it under our Return and Refund Policy (https://houseofnoem.com/policies/refund-policy) is usually cheaper and faster than refusing delivery.
15. Peak periods and events outside our control
Our estimates assume normal conditions. We can’t be held responsible for delays caused by customs authorities, carrier disruption, industrial action, extreme weather, or other events outside our reasonable control — but we will keep you informed if we know your order is affected, rather than waiting for you to ask. None of this limits your rights if an order is never delivered at all; an undelivered parcel is dealt with under section 12.
16. If we cannot dispatch on time
If we can’t dispatch your order within the time stated on this page, we’ll contact you with a revised date and offer the choice of waiting or cancelling for a full refund. You can also cancel any order yourself before it’s dispatched — just email us with your order number, and if the parcel hasn’t gone we’ll cancel and refund it, usually the same day.
17. Your statutory rights
Nothing on this page limits the rights the law gives you as a consumer in your own country. Where our policy and your statutory rights differ, whichever is better for you applies.
18. Contact us
House of Noem
- Address: Old Town, 461 00 Igoumenitsa, Greece
- Email: help@houseofnoem.com
- Support hours: Monday to Friday
We aim to answer every message within 24 hours. For anything to do with a parcel in transit, please include your order number and tracking number so we can look it up before replying.