FAQ
How can I make be sure to order the correct size?
All our pieces have a measurement guide of the jacket dimensions specific to the style. We understand how important it is for you to have the perfect fit and we love to work closely with our clients to ensure the garment fits you perfectly. Please reach out to us via email on sales@nour-hammour.com or via Live Chat.
Are all pieces customizable?
Yes absolutely! When we talk about customization, it covers everything. From color, to specific fit alterations or studded initials, shapes and names on the a jacket! We work with you to to make the jacket special. Please send us an email at sales@nour-hammour.com.
Can I exchange a custom piece?
If your custom pieces is studded with initials or name, it’s automatically not eligible for return or exchange. However, we do want you to be in love with your jacket and we will can alter it if you need the size adjusted.
I need to exchange for a different size, how do I proceed?
Nour Hammour strives to ensure you are satisfied with your purchase and we want you to find a product you love. We are happy to offer free return and exchanges on all US and International orders, shipping, customs, duties and sales taxes.
All returns must be shipped with the original packaging and garment bag piece must be unused with tag still attached. We are unable to offer an exchange or refund on items that seem used or worn. Product will not be accepted if it has been worn outside, stretched or stained.
Please reach out to sales@nour-hammour.com if you need additional shipping labels or assistance.
HOW TO MAKE A RETURN
Please check eligibility of your order, if order placed during sale season, product with mention of FINAL SALE in the description will not be eligible.
- Please visit: https://nour-hammour.loopreturns.com
- Enter the email used to purchase the item/s
- Select the product/s you would like to return
- Print the prepaid shipping label
- Ship the product/s back to us within 30 days
- You’ll be refunded once item is returned to our warehouse on the original payment method used for the payment of your order.
Please check eligibility of your order, if order placed during sale season, product with mention of FINAL SALE in the description will not be eligible.
HOW TO MAKE AN EXCHANGE
- Enter in your order number, email or zip code
- Select the item your sending back and click ‘Exchange’ on the screen
- You’ll be prompted to select a new size or color
- Print your return label and mail back the original item
- You will get a shipment confirmation as soon as it ships out.
Once we receive your return, and the piece goes through a quality check to ensure its perfect condition, please allow 3-4 business days for the process of your refund, and about 7 days for it to appear in your account.
I can’t find a piece that you posted on Instagram, how can I purchase it?
If you can’t find the jacket that caught your eye on our website, send us an email! It might have been a custom piece made for a client or a new collection style that we were excited to share! Our customer service team will walk you through the order process via email sales@nour-hammour.com, and you should receive a response within 24 hours of your inquiry.
Where is my order?
Most of the pieces are made to order and are hand cut in our workshop the day you submit the order. You should allow approximately four days for us to produce the piece once your order is processed and then 2-3 days for shipping. As soon as your order leaves our atelier, you will receive a DHL tracking number to track your order. If you need to receive your package before a certain date, let us know and we will make sure to expedite it for you with no additional cost.
Will I have to pay duties and customs when I receive my package?
Duties and taxes are included in the price that you see on our website. You will not have any additional surprise shipping fees to pay when you receive a package from us.
What does Final Sale mean? (Sale Season)
All pieces stating Final Sale, during our Sample Sale or Black Friday Sale, mean that they are not eligible for exchange or refund.
Why is the Checkout in Euros?
As a company based in France, the checkout is processed in Euros. When you are viewing the website currency in USD, during the checkout process, it will revert to the Euros at the day’s exchange rate. Not to worry, your payment will be processed by your bank automatically to USD once processed. If you feel more comfortable doing a Wire Transfer, please contact us sales@nour-hammour.com and we will guide you through the process.
How do I care for my jacket?
Leather is a material that gets better with time. For the occasional cleaning, most leather specialist dry cleaners will be able to clean your jacket.
Keep your piece hanging in a non-humid environment, preferably in its garment bag. If your jacket is a light color, it’s very important that you don’t keep it next to any dark color garment as the color might rub off on the light leather and stain your jacket.
Some creams can be applied on your garment to maintain it in a perfect condition, feel free to send us an email on sales@nour-hammour.com and we will lead you through the cleaning process adapted to your piece.
Will you be having a pop up in my city soon?
We would love to meet all of you! We try to visit as many cities as possible during our pop-up season. Locations are often based on demand . We love suggestions about new locations, feel free to send us a DM on Instagram or email sales@nour-hammour.com
