Client Care

Frequently Asked

Quick answers to the questions we hear most. If you don't see what you're looking for, write to us.

Shipping

We currently ship internationally to most countries, including the United States, United Kingdom, EU, Australia, Singapore, Japan, and Indonesia. For other destinations, write to client care.
Standard delivery takes 5–7 business days for international orders, 2–4 days within Indonesia. Express options are available at checkout.
Yes. All pieces ship in plain ink-coloured boxes with no exterior branding. The Nuit Velours name appears only on the inside of the lid.
Orders placed before noon local time ship the same day Monday through Friday. Weekend orders ship Monday morning.

Pieces may be returned within 30 days of receipt, unworn and with original tags. For hygiene reasons, we cannot accept returns of pieces that have been worn.
Exchanges are complimentary on a first-time fitting. If your size is wrong, we will replace the piece at no cost. Write to fitting@nuitvelours.com.
Refunds are processed within three business days of receiving the returned piece. Your bank may take additional days to display the credit.
Sale and limited-edition pieces are final sale unless they arrive faulty.

III

Our pieces are drafted on a fit block built from real body measurements. Use the size guide on each product page, or write to fitting@nuitvelours.com with your measurements for a personal recommendation.
We currently size XS through XL for most pieces, with select styles in XXS and XXL. We are working to expand the range.
Most of our pieces run true to size. For close-cut bodysuits and the Velvet Plum Slip, size up if you are between sizes.
Yes. For clients ordering three or more pieces, we offer a complimentary custom fitting at our atelier or via video. Write to fitting@nuitvelours.com.

All major credit and debit cards via Stripe. Local payment methods (GoPay, OVO, DANA, QRIS, bank transfer) are available for Indonesian customers via Midtrans.
All payment processing happens on the providers' servers (Stripe and Midtrans). Card details never touch our systems. Both providers are PCI-DSS Level 1 certified.
Yes, via Stripe's pay-in-4 option for orders above $500 in supported regions.
A receipt is emailed automatically on order confirmation. For VAT-style invoices, write to client care with your order number.

Hand-wash in cool water with a small drop of pH-neutral soap is best. A delicate machine cycle in a mesh bag is acceptable, but hand-washing extends the life of the piece by years.
Never. Lay flat on a clean towel, away from direct sun. Reshape the piece while still damp.
Folded flat in their original tissue, with the silk-spined pieces laid hook-side up to avoid catching. Avoid hanging Chantilly lace. It will stretch over time.
Reach out to client care. We offer a complimentary mending service for the first year of ownership.

Anything else?