NOIR SAINTS HELP CENTRE
Frequently Asked Questions
Find clear answers about orders, shipping, returns, refunds, product sizing, payments, app access, Shadow Society™, customs, and customer support.
Orders
Order confirmation, cancellations, payment review, changes, and order status.
View AnswersShipping
Processing, tracking, free delivery, address issues, missing packages, and delays.
View AnswersReturns
Return eligibility, refund timing, exchanges, damaged items, and final sale items.
View AnswersApp Access
NOIR SAINTS app launch, Shadow Society™, private drops, and exclusive rewards.
View AnswersSUPPORT STANDARD
Start here before contacting support.
Most questions can be answered below. For order-related help, always include your order number, checkout email, product name, size, colour, and clear details so our team can review your request faster.
FAQ Categories
Orders Shipping Returns & Refunds Products & Sizing Payments App & Shadow Society™ Customs & Imports SupportOrders
Order confirmation, changes, cancellations, processing, and order review.
How do I know my order was placed successfully?
After checkout, you should receive an order confirmation email with your order number and purchase details. Check your inbox, spam, junk, or promotions folder if you do not see it immediately.
Can I change or cancel my order?
Contact us as soon as possible. Changes or cancellations may be possible only if the order has not been processed, packed, labelled, or shipped. Once fulfilment starts, changes cannot be guaranteed.
Why was my order cancelled?
Orders may be cancelled because of unavailable stock, payment failure, payment review, incorrect customer information, suspected fraud, shipping restrictions, pricing errors, or promotion misuse.
Can I edit my shipping address after ordering?
Contact support immediately. Address changes are not guaranteed after an order is placed, especially once the order has been processed or shipped.
Shipping
Processing times, tracking, free delivery, delivery issues, and missing packages.
When will my order ship?
Most orders require processing before shipment. Processing can take longer during launches, sales, holidays, high-volume periods, address review, or payment review.
Do you offer free delivery?
Free delivery may be available on eligible orders over $99, subject to checkout conditions, shipping availability, order value, and exclusions.
How do I track my order?
When tracking is available, it will be sent to the email or phone number provided at checkout. Tracking may take time to activate after the shipping label is created.
What should I do if my package says delivered but I cannot find it?
Check your mailbox, front door, side door, parcel locker, building concierge, reception desk, neighbours, household members, and carrier delivery notes. Then contact the carrier and NOIR SAINTS support with your order number and tracking number.
Where do you currently ship?
NOIR SAINTS currently ships Canada-wide. We are preparing future expansion to the United States, followed later by the United Kingdom and Australia.
Returns & Refunds
Return window, item condition, refunds, exchanges, damaged items, and final sale products.
What is your return window?
Eligible items may be returned within 30 days of delivery. The item must meet all return condition requirements.
What condition must return items be in?
Items must be unworn, unused, unwashed, undamaged, free from odours, stains, makeup, pet hair, smoke, or visible wear. Original tags, labels, packaging, and proof of purchase should be included where applicable.
Which items cannot be returned?
Clearance items, final sale items, gift cards, and hygiene-sensitive products are not eligible for return unless required by applicable rules.
How do I start a return?
Contact support before sending anything back. Include your order number, checkout email, item name, size, colour, reason for return, and photos if the item is damaged or incorrect.
Do you offer exchanges?
Exchanges depend on product availability. The fastest option may be placing a new order and returning the eligible original item separately.
Products & Sizing
Fit, sizing, colour accuracy, product care, and garment details.
How do NOIR SAINTS products fit?
Many NOIR SAINTS pieces are designed with premium streetwear proportions. Some items may have oversized, relaxed, boxy, heavyweight, or structured fits. Always review the product description and size guide before ordering.
How do I choose the right size?
Use the size guide on the product page and compare it to a garment you already own. If you prefer a fitted look, check the measurements carefully. If you prefer a streetwear look, consider the intended silhouette.
Will the product colour look exactly like the photos?
Product colour may vary slightly because of photography, lighting, editing, screen settings, device display, fabric texture, and production variation.
How should I wash NOIR SAINTS clothing?
Wash cold, inside out, with similar colours. Avoid bleach. Air dry when possible or use low heat. Do not iron directly over graphics, embroidery, or branding.
Payments
Payment methods, secure checkout, payment review, discounts, and gift cards.
What payment methods do you accept?
Available payment methods are shown at checkout. These may include major cards, Shop Pay, Apple Pay, Google Pay, and other secure payment options depending on store settings.
Is checkout secure?
Payments are processed through secure third-party payment providers. NOIR SAINTS does not directly store full card numbers on the website servers.
Why did my payment fail?
Payments may fail because of bank decline, incorrect details, expired card, insufficient funds, payment-provider review, fraud protection, or checkout interruption. Try another payment method or contact your payment provider.
Can discounts be applied after ordering?
Discount codes must be applied at checkout. We are not required to apply discounts after an order has already been placed.
App & Shadow Society™
Mobile experience, private access, app rewards, and exclusive products.
Is the NOIR SAINTS app live?
The NOIR SAINTS mobile experience is currently being prepared for launch. App Store and Google Play access will be announced once ready.
What is Shadow Society™?
Shadow Society™ is the private NOIR SAINTS community experience being built around early access, hidden rewards, private drops, exclusive products, and a stronger connection to the brand.
Will app users get exclusive access?
The app experience is being built for private access, early drops, app-only rewards, exclusive products, and priority brand updates.
Where can I learn more about the app?
Visit the official mobile app launch page here: Explore App.
Customs & Imports
Current shipping region, future expansion, duties, taxes, and import responsibilities.
Do you currently ship internationally?
NOIR SAINTS currently ships Canada-wide. We are preparing future expansion to the United States, followed later by the United Kingdom and Australia.
How will I know when my country is available?
A country or region is available only when shipping options appear at checkout. Future expansion updates may also be shared through the website, email, app launch page, or Shadow Society™ updates.
Will international customers pay duties or taxes?
Once international shipping becomes available, duties, taxes, brokerage fees, customs charges, or import costs may apply depending on the destination. Unless clearly stated otherwise at checkout, customers may be responsible for these charges.
Support
How to contact NOIR SAINTS and what to include for faster help.
How do I contact NOIR SAINTS?
Email support at support@thenoirsaints.com.
What should I include in my support message?
- Order number.
- Email used at checkout.
- Product name, size, and colour.
- Tracking number if available.
- Clear explanation of the issue.
- Photos for damaged, defective, or incorrect items.
How long does support take to reply?
Response times may vary depending on order volume, launches, weekends, holidays, and request complexity. Complete details help us review your request faster.
Where else can I get help?
You can also visit the Help & Support page or the Contact page.
STILL NEED HELP?
Contact NOIR SAINTS support.
If your question is not answered here, contact us with your order number, checkout email, and complete details so we can review your request faster.