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FAQ


SHIPPING INFO
We ship internationally worldwide. Once your order has been verified and the payment method is approved, you will receive an email from Bastet Noir's customer service manager confirming your order. The delivery will then arrive according to the below:
  • Macedonia - Orders will arrive within 1-3 business days**
  • The rest of the world (Express Shipment) - Orders will arrive within 3-5 business days** (not counting the days for production on custom made orders)
  • The rest of the world (Standard Shipment) - Orders will arrive within 15-20 business days** (not counting the days for production on custom made orders)
Bastet Noir has partnered with DHL Express and Makedoska Poshta for all deliveries. A representative from DHL or your local post office will contact you to arrange the delivery at your convenience.

We've also partnered with VELOSIPEDIST for all deliveries made in Skopje. Saving the enviroment, one delivery at a time!
TRACK YOUR ORDER
You can easily track your order and shipment status through your tracking number sent on your registered email.

**Saturdays, Sundays and Public Holidays are not considered business days.
RETURN POLICY 
At Bastet Noir we ensure that we display all items as accurately as possible, including detailed material information, sizing guides and colors.

Bastet Noir offers a return policy for damaged goods and size exchanges only.
IF YOU HAVEN'T RECEIVED YOUR ORDER
If your order has not arrived by the estimated delivery date, we're here to help. Before getting in contact with us, try:
  • Checking the tracking link via your confirmation email to view the up to date tracking. Signing into My Account to check we have the correct delivery address for your order and your contact details are up to date 
  • Checking if you have a text message, email or attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery. 
  • If you still can't find your parcel, please email us using the contact us form and quote your order number. We'll reply within four hours and do our best to locate your parcel straightaway. If it cannot be found, we will arrange a replacement or refund for you. 
DAMAGED GOODS
We want to sort out any issues with damaged items straightaway. As soon as you discover a fault, please contact our Customer Care team within 24 hours of receiving the order. You should state the order number, the faulty item's name and number, and a description of the fault. If the item is out of stock we will provide you with information when the item would arrive in our warehouse. If the time is ok with you, you can order the item straight away and we'll deliver it to you within the specified timeframe. Please note that damaged goods can only be replaced within 5 days of receipt. We'll get back to you within 3 hours and send you a replacement item as quickly as we can. As soon as your order has been received and checked by our warehouse we'll email you to let you know.
EXCHANGES
We encourage you to read our Size chart in detail prior to completing a purchase. Should you receive an item that does not fit you, please contact us within 24 hours of receiving your order. If the size you are looking for is not available we will provide you with a credit voucher that can be used at Bastet Noir within 6 months. Please note items can only be exchanged within 5 days of receiving them.

All items should be returned new, unused, and with all Bastet Noir tags still attached. Items should be placed in the original packaging to ensure they are adequately protected in transit.

If a returned item shows any signs of use, has been washed, worn, or is not provided back with the original packaging, the item will not be accepted and will be returned to the customer.

Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new piece separately.

Unfortunately, we still do not offer free return nor exchanges, therefore if you wish to return any item you'll have to return it on your own expense which makes it your responsibility until it reaches us.
CUSTOM MADE ITEMS 
Please note that we do not have a return policy on custom-made items, made according to the measurements you send us. Every item that is made by the following brands
- BASTET NOIR
- JOVANA FILIPOVIC
- IRINA TOSHEVA
- BABY DOLL SHOP
- ROSICA MRSIK
is elligable for CUSTOM MADE order. Please check your own measurements and make sure they are the the right measurement details before sending them to us. 
CONTACT
For all exchanges please contact us at info@bastetnoir.com referencing your order number and reasons for exchanging the goods.