Frequently Asked Questions

If you wish to change or cancel your order, please contact us within a few minutes of placing your order at customercare@nour-hammour.com with your order number in the subject.

If your order hasn’t shipped yet, we can update the shipping address as long as the delivery country remains the same. To change the shipping country, you’ll need to cancel and place a new order.

Once an order has been processed, we’re unable to add or remove items. If you’d like to purchase an additional item, please place a new order. If you no longer need any of the items, you may request a cancellation (if the order hasn’t shipped), or return them for a full refund once received.

We offer worldwide complimentary shipping. You will receive a shipping confirmation email with delivery details once your order has been delivered to courier.

For International shipping outside of EU, duties and taxes are included. Your package will not require any payment upon delivery. Price at checkout reflects final price of your purchase.

Size and fit details for each item are listed on each product page. We provide a sizing app on each product page, which will provide you with personalized assistance to help you choose the best size for every product. You can access the personalized assistance by clicking on Size Assistance on each sizing page. For further assistance, you can contact us on customercare@nour-hammour.com

We offer worldwide complimentary shipping on all orders. You will receive a shipping confirmation email with delivery details once your order has been picked up by the courier.

If you cannot see your country/location listed at checkout, then it is likely that we do not currently ship there.

As soon as your order leaves our atelier, you will receive a tracking number to track your order.

For ready to ship items, please allow 2-7 days for shipping.

For pre-order items, the estimated shipping date is listed on the product page and in your order confirmation. You’ll receive a tracking number by email closer to that date. Customs clearance is completely beyond our control, as are any delays resulting from inspections by the customs authorities.

If you need to receive your package before a certain date, you can email us at customercare@nour-hammour.com and we will do the necessary for you to have your piece in time.

We recommend that you track carefully your package, once delivery details have been sent to you. If you will not be able to receive your package at certain dates/times please notify us at customercare@nour-hammour.com

In the event that your order has already shipped please contact the courier to arrange specific delivery requests.

All duties and tax amounts are included in price. Your package will not require any payment upon delivery. Price at checkout reflects final price of your purchase.

We recommend that you track your package, once delivery details have been sent to you. If you will not be able to receive your package at certain dates/times please notify us at customercare@nour-hammour.com. Refused deliveries will not be refunded, please contact us prior to shipment if you wish to cancel the order or return the package via our portal for a full refund.

In the event that you have not received your package that claims to be delivered please contact us at customercare@nour-hammour.com and we will do our best to locate it.

Incorrect or Faulty Items

If you’ve received a faulty or incorrect item, please email us at customercare@nour-hammour.com with a clear photo of the item and a brief description of the issue. If the package was damaged in transit, kindly let us know so we can open an investigation with our courier. We're here to help and will work to resolve the issue as quickly as possible.

We offer free exchanges and returns on all orders within 15 days of delivery date. All exchanges and returns must be registered on the portal prior to shipping back the package.

During sales period all products are eligible for exchange or return unless « Final Sale » is mentioned in the product description.

All returns must be shipped with the original packaging and garment bag, product must be unused with original tag still attached. The return needs to be registered on our portal prior to shipping it back to us. 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 customercare@nour-hammour.com if you encounter any issue.

1. Please visit: https://nour-hammour.loopreturns.com
2. Enter your order number, email or zip code
3. Select the item you are sending back and click ‘Exchange’ on the screen
4. You’ll be prompted to select a new size, color or style
5. Please use the pre-paid label included in your original packaging to ship back the package. For US clients a return label will be sent to you once registered on the portal.
6. You will get a shipment confirmation as soon as your new piece ships out

START YOUR EXCHANGE

1. Please visit: https://nour-hammour.loopreturns.com
2. Enter your order number, email or zip code
3. Select the products you would like to return
4. Please use the pre-paid label included in your original packaging to ship back the package. For US clients a return label will be sent to you once registered on the portal.
5. You will be refunded within 7 business days of the order received back to the warehouse

START YOUR RETURN

Upon reception of your return, the item will be processed and a quality check will be done to ensure perfect condition. Please allow 7 business days for the process of your refund, and 3-5 business days for it to appear in your account.

All product details can be found in the description of each product, including features of product, model size, fit and silhouettes. Please make sure to read the product descriptions carefully as your size can vary depending on styles. You can also use our custom sizing tool to compare your measurements with standard sizes and ensure the perfect fit, or take our quick and easy questionnaire for a personalized recommendation based on your preferences.

We use French sizing, so please refer to our general size chart to compare it with your usual size. Each product also includes size assistance, where you can access standard body measurements and compare them to your own to ensure you're selecting the right size.

Our custom sizing assistance tool is designed to help you find your perfect size based on how you want the piece to fit. You can access it on the size assistance page of each product by selecting "Size Quiz." This quick questionnaire offers personalized guidance to ensure you choose the best size for every item.

If you wish to have special alterations made to your jacket, we can personally assist you with this. Extra fees will depend on the request. You can email us directly for personal assistance at customercare@nour-hammour.com.Please provide us with the following measurements in order to ensure proper assistance from our end. Use a supple measuring tape for accurate measurements.

• Chest: Measure around the fullest part of your chest, wrapping fully around the body.
• Waist: Measure around the smallest part of your waistline, wrapping fully around the body.
• Hips: Measure around the widest part of your hips or buttocks, wrapping fully around the body.
• Torso length: Measure from the dip between your collarbones down to your hip level.
• Biceps: Measure around your bicep at the fullest part of your upper arm.
• Shoulder width: Measure from the tip of one shoulder bone straight across to the other.
• Arm length: Measure from the shoulder bone down to the wrist where the thumb meets the wrist.

Clients with Allergies

At Nour Hammour, we hold quality and transparency at the heart of everything we do. We understand that some clients may have specific allergen sensitivities, and we encourage you to reach out with any questions regarding our fabrics, linings, leathers, shearling, or hardware. Below, we’ve provided some information we believe will be helpful.

Leather (Vegetable and Non-Vegetable Tanned)

Vegetable-tanned leather, made using natural plant tannins, is generally hypoallergenic and often the preferred choice for clients with sensitivities. If you’re interested in a style that doesn’t feature vegetable-tanned leather, please feel free to contact our sales team—we may be able to specially produce a jacket to meet your needs. Non-vegetable (chrome) tanned leather contains chromium salts, which can cause irritation for those with a chromium sensitivity. For clients with allergies, we recommend opting for vegetable-tanned leather whenever possible.

Shearling

Many of our shearling pieces are available in both vegetable-tanned and chrome-tanned options. For detailed information on specific products, we invite you to contact us directly.

Linings

Our linings are crafted from a blend of synthetic and natural fibers, free from harsh chemicals. The composition is always listed on each product page for your reference. If you have specific allergy concerns, we encourage you to reach out for more details on the materials used.

Zippers and Snaps

We use nickel-free zippers and snaps in all our products, making them safe for individuals with nickel allergies.

We accept payment by Debit Card, Credit Card, AMEX, Paypal, Apple Pay and via wire transfer. For any other requests, please contact us at customercare@nour-hammour.com for special assistance.

Credit Card Payment

We only charge your credit card upon dispatch of your order, so if your order has been canceled, you will not be charged.If you see a charge then it is a pre-authorization only, which will be automatically canceled by your payment provider.

PayPal Payments

Payments made via PayPal are immediate, so if an order was canceled, a refund will have been issued.

If you require an official invoice you can contact us on , we are unable to amend any information on the invoice such as name, billing or shipping address.

You are able to checkout in multiple currencies. In order to reach checkout in another currency, you must select your currency before adding a product in your cart. Nour Hammour is not responsible for any bank charges or any international fees, please make sure to speak to your bank before completing an order that is not in Euro.

Upon receival of your return, the item will be processed and a quality check will be done to ensure perfect condition. Please allow 10 business days for the process of your refund, and about 3-5 business days for it to appear in your account.

Store credit will be emailed to you under the form of a code.

Specifications: Our leather jackets are made from a buttery-soft lamb leather which lasts for years with the proper care. Follow these steps to ensure your piece remains in excellent condition, wear after wear.

Maintenance: Gently rub a dry cloth on the jacket to dust off any dirt between wears.

Cleaning: From time to time, have your coat cleaned professionally by a dry cleaner with experience in leather.

Ironing: If your jacket is wrinkled, you can safely use a dry iron with care. Place a clean cotton cloth over the jacket to act as a barrier between the heat and the leather. Set your iron to its lowest heat setting, preferably on the silk or wool setting. Gently press the iron onto the cloth-covered jacket in smooth motions, avoiding lingering in one spot to prevent scorching. Always test a small inconspicuous area first. Finish by hanging the jacket to air out and cool down before wearing. Do not use steam.

Your satisfaction and the longevity of your new garment are incredibly important to us. If you have any questions or need further assistance, please don't hesitate to reach out at customercare@nour-hammour.com.

Specifications: Our shearling pieces are made from the highest quality shearling to ensure softness, comfort, and warmth. Follow these steps to ensure your piece remains in excellent condition, wear after wear.

Storage: Store shearling in a non-humid environment in its dust bag.

Maintenance: If your piece comes in contact with rain, let it dry naturally and do not use any heated instrument.

Cleaning: From time to time, have your coat cleaned professionally by a dry cleaner with experience in shearling.

Your satisfaction and the longevity of your new garment are incredibly important to us. If you have any questions or need further assistance, please don't hesitate to reach out at customercare@nour-hammour.com.

Specifications: Our fabric pieces are made from organic cotton that lasts for years with the proper care. Follow these steps to ensure your fabric trench remains in excellent condition, wear after wear.

Wash: To maintain the quality of the piece, it is recommended to wash fabric items at 40 degrees.

Ironing: If your jacket is wrinkled, you can safely use a dry iron with care. Place a clean cotton cloth over the jacket to act as a barrier between the heat and the leather. Set your iron to its lowest heat setting, preferably on the silk or wool setting. Gently press the iron onto the cloth-covered jacket in smooth motions, avoiding lingering in one spot to prevent scorching. Always test a small inconspicuous area first. Finish by hanging the jacket to air out and cool down before wearing. Do not use steam.

Spot clean: For small stains, apply the Spot Cleaner, then use a mild detergent and a soft brush to gently scrub the stain. Let it air dry.

Storage: To store fabric pieces for a long period of time, use a protective cover to prevent dust and dirt from accumulating. You may use a garment bag or a cotton sheet to cover the jacket.

Your satisfaction and the longevity of your new garment are incredibly important to us. If you have any questions or need further assistance, please don't hesitate to reach out at customercare@nour-hammour.com.

Specifications: Our suede coats are crafted with the finest quality materials to provide luxurious comfort and style. Please be aware that suede is a delicate material, and although the material has been treated, some color transfer may occur onto other clothing, specifically when wearing contrasting colors. We recommend taking extra care when wearing and storing your suede garments to maintain their pristine condition.

Storage: Store suede in a non-humid environment in its dust bag.

Maintenance: If your piece comes in contact with rain, let it dry naturally and do not use any heated instrument.

Cleaning: From time to time, have your coat cleaned professionally by a dry cleaner with experience in suede.

Ironing: If your jacket is wrinkled, you can safely use a dry iron with care. Place a clean cotton cloth over the jacket to act as a barrier between the heat and the leather. Set your iron to its lowest heat setting, preferably on the silk or wool setting. Gently press the iron onto the cloth-covered jacket in smooth motions, avoiding lingering in one spot to prevent scorching. Always test a small inconspicuous area first. Finish by hanging the jacket to air out and cool down before wearing. Do not use steam.

Your satisfaction and the longevity of your new garment are incredibly important to us. If you have any questions or need further assistance, please don't hesitate to reach out at customercare@nour-hammour.com.