Policies

Refunds and Cancellations

At Chateau Noir, we take pride in providing quality products and a thoughtful shopping experience. While we hope you are completely satisfied with your purchase, we understand that returns or cancellations may sometimes be necessary. Please review the following policy to understand your rights and responsibilities as a customer.

Order Cancellations

Orders may be canceled only before they have been processed for shipment. Once items have been marked as processed, cancellations can no longer be accepted.
For items marked as Final Sale, please see the section below for details on cancellation timeframes.

Return Requests

To initiate a return, please use the Contact page to begin the RMA (Return Merchandise Authorization) process.
Return requests must be submitted within 14 days of receiving your item(s).
An RMA number is required for all returns and must be clearly visible on the outside of the return package.

Return Conditions

Items must be returned in 100% new condition, including original packaging, tags, and materials.
Returns showing signs of wear, use, damage, or mishandling will not be accepted.
All returns are subject to a 25% restocking fee.
Original shipping costs are non-refundable.
Customers are responsible for all return shipping costs, and items must be sent back using the same shipping method as originally used. We strongly recommend using a trackable and insured shipping service.

Refund Processing

For items returned directly to Chateau Noir (rather than the manufacturer), refunds will be processed only after we have received and inspected the returned item.
If the item is not returned in its original condition, the refund may be reduced or forfeited, depending on the extent of damage or missing components.

Manufacturer Defects & Shipping Damage

If your item appears to be defective, please contact the manufacturer directly. These issues must be resolved through the manufacturer’s warranty or return process.
In the case of damage caused during shipping, please contact us for assistance with filing a claim with the shipping carrier. Chateau Noir does not accept returns for items damaged in transit, but we’re happy to assist you—just reach out through our contact page.

Undeliverable Packages & Refused Deliveries

For packages returned due to non-delivery, refusal, or failure to pay import duties, the original shipping charges, any applicable import fees, and the cost of returning the package will be deducted from the refund.

International Orders & Import Fees

Customers are responsible for all import duties, taxes, and fees associated with receiving products shipped from outside the United States.
The country of origin for each product is clearly listed on the product listing page to assist with estimating any potential fees.

Final Sale & Brand Exclusions

Certain products, including those from specific featured brands or made-to-order items, may be designated as Final Sale and are not eligible for cancellation, return, or refund, in accordance with the manufacturer’s policies.
All Final Sale items will be:

Clearly marked on the product listing page
Noted at the shopping cart and checkout stages
Confirmed via automated email at the time of purchase

Questions or Concerns?

We’re here to help! If you have any questions, comments, or concerns at any point during your purchasing process, please don’t hesitate to reach out to us through our contact page. We’re happy to assist and ensure your experience with Chateau Noir is a positive one.

Shipping Policies

At Chateau Noir, we are committed to ensuring your order is handled with care and delivered as smoothly as possible. Please review the following shipping information to understand what to expect when placing an order with us.

Processing Times

Orders for in-stock items are typically processed for shipment within 1–3 business days from the time payment is received, unless otherwise noted.
Please note that business days refer to Monday through Friday, excluding holidays.

Shipping & Delivery Timelines

While we make every effort to ensure timely delivery, shipping and delivery times are determined by the carrier and may vary due to external factors such as weather, customs clearance, or logistics delays.
As such, we cannot guarantee specific delivery dates, but we will do our best to keep you informed every step of the way.
When available, we will provide tracking numbers and shipment updates.

Made-to-Order Items

Some items are made-to-order, meaning production begins once your order is placed.
These products will be clearly labeled on the product page, and an estimated lead time will be provided at checkout or on the product listing.
Because production begins immediately, made-to-order items will not be eligible for cancellation or return, and will fall under our Final Sale policy (see Return & Cancellation Policy).
We will share all available updates regarding production and shipping timelines as they are available.

Split Shipments

Orders containing items from multiple manufacturers will be shipped separately, and shipping charges will apply to each shipment.
If your order includes both in-stock and made-to-order items, expect to receive multiple shipments, each with its own shipping fee.

Freight Shipping

Certain large or heavy items must be delivered via freight carrier. These items will be clearly marked on the product page, with a reminder at checkout.
Please ensure that the delivery location can accommodate freight shipping before placing your order. Freight companies may not be able to deliver to locations with access restrictions (e.g., limited driveway access, gated communities, or apartment complexes without freight support).
A valid phone number is required at checkout. The freight company will contact you directly to schedule delivery.
In most cases, someone must be present at the delivery location to receive the shipment.
Additional fees may apply if the freight carrier is unable to complete the delivery due to access limitations, missed appointments, or incorrect contact information.
In some cases, the decision to return an undeliverable item may be made by the freight carrier, and associated fees will be the customer’s responsibility and will be deducted from any refunds.

Need Help?

If you have any questions about your shipment, delivery options, or tracking, please don’t hesitate to reach out to us through our contact page. We’re always happy to assist!

Contact & Customer Service Policies

At Chateau Noir, we are committed to providing exceptional customer service at every stage of your shopping experience. Whether you have questions before placing an order or need assistance after delivery, we’re here to help.

How to Reach Us

For all inquiries, please use our Contact Page to get in touch. This allows us to route your request to the appropriate team member and respond as efficiently as possible.

What We Can Help With

We welcome questions, comments, and requests related to:

Product details or availability
Order status or tracking updates
Return or cancellation inquiries
Shipping or delivery assistance
Freight shipment coordination
Clarification on final sale or made-to-order items
Product or brand requests – Couldn’t find what you were looking for?
If there’s a specific item or brand you’d love to see in our collection, don’t hesitate to reach out. We’re always seeking new ways to expand our offerings and fulfill all of your dark desires.

Response Times

We do our best to respond to all inquiries within 1–2 business days. During holidays or high-volume periods, responses may take slightly longer, but we will always do our best to keep you informed and updated.

Business Hours

Our customer service team is available during the following business hours:

Monday–Friday: 9:00 AM – 5:00 PM (CST)
We are closed on weekends and major U.S. holidays

Order & Return Support

If you're contacting us about an existing order, please include your order number so we can assist you as quickly as possible.

To initiate a return, please use our contact form and include your order number and a brief description of the issue. We will guide you through the next steps of the RMA process.

Freight Shipping Assistance

If you need help with a freight shipment or have questions about delivery access, please reach out before placing your order. We are happy to confirm shipping compatibility for your location and help ensure a smooth delivery experience.

Final Note

At Chateau Noir, we believe in attentive, personalized service. Please don’t hesitate to reach out with any questions, concerns, or comments at any point during your shopping journey. We’re here to support you every step of the way.