Frequently
Asked Questions
Currently, we just selling through our website, Instagram, and Facebook.
The Nicolétte House is based in Ho Chi Minh City, Vietnam. We have our own private garment manufactor dedicated to the shop, ensuring that all our products are crafted and completed in Vietnam.
You may request to cancel your order within 24 hours of placing it, before processing begins.To request a cancellation, please contact us via live chat or email, providing your
order confirmation and reason for cancellation. We will review your request and confirm the outcome within 24 hours.
Cancellation requests submitted after the 24-hour window will not be accepted, as your order will have entered processing and may proceed to dispatch.
If you wish to cancel your order after this period, you may return the item in accordance with our Return Policy once it has been delivered.
All return shipping costs will be the responsibility of the customer.
We are committed to keeping you informed at every stage of your order, from placement and dispatch to final delivery.
Once your order has been handed over to the shipping carrier, a tracking number will be automatically sent to your email address. Please note that tracking information may occasionally be delayed, temporarily unavailable, or fail to update in real time. This does not necessarily mean that your package is lost.
We remain committed to assisting you with any shipping or tracking issues and will work with you to resolve them. If you experience any difficulties with your shipment, please contact us through the Contact page on our website, and our team will be happy to assist you.
An email address is required at checkout. Once your order has been successfully placed, an order confirmation will be automatically sent to your registered email address.
If you do not receive your confirmation within 24 hours, please check your spam or junk folder before contacting us, as the email may have been filtered there.
For orders placed through Instagram or Facebook without an email address, we will send your invoice via live chat. Your order will only be processed and dispatched once we have received your confirmation.
We typically cancel orders for the following four reasons :
1.There is a stock issue with the item.
2.You requested to cancel the order.
3.Payment has not been made (or the invoice has not been completed) within 24 hours.
4.The provided information is incomplete or missing.
For any of these issues, we will proactively contact you via email or text message. Please ensure you check your messages carefully.
If you have entered incorrect or incomplete order information, please contact us within
48 hours of placing your order so we can assist you with the necessary corrections. Once your order has been dispatched, cancellations and refunds due to incorrect information provided at checkout will not be accepted.
Please refer to our Shipping Policy for further information on how such cases are handled and the available resolution options.
We are committed to ensuring your satisfaction with our products. To help you select the correct size, please refer to the size chart and measurement guide provided on each product page before placing your order.
If you have ordered the wrong size, please review our Exchange & Return Policy for information on eligibility, conditions, and the exchange or return process.
We are committed to ensuring your satisfaction with our products. Each made-to-measure piece is exclusively crafted to your measurements and personal specifications.
As every bespoke order is individually made, all made-to-measure orders are final sale and cannot be cancelled, returned, refunded, or exchanged under any circumstances.
To ensure the best possible fit, one complimentary alteration is included with every bespoke order.
Please note that all shipping costs associated with alterations, including both outbound and return shipping, are the responsibility of the customer.
By placing a bespoke order, you acknowledge that you have read, understood, and agreed to our Made-to-Measure Order Policy.
Yes, international customers can browse and shop on our website in their local currency by selecting their country from the dropdown menu located at the bottom of the site.
If your tracking information has not been updated or your package appears to be delayed, please note that tracking updates may occasionally be delayed or temporarily unavailable. This does not necessarily mean your package has been lost.
If you believe your package has been lost or stolen, please contact us through the
Contact page on our website. Our team will assist you in investigating the shipment with the shipping carrier and determining the appropriate next steps.
We are committed to assisting you in resolving shipping issues and will work with you and the carrier to address the situation as appropriately as possible.
If your order arrives damaged, please contact our customer service team as soon as possible via email or direct message on Instagram or Facebook. Please include clear photos or videos of the damaged item to help us assess the issue.
For further information regarding eligibility and the resolution process, please refer to our
We do our best to ensure timely delivery of all orders. However, delivery times are estimates and may be affected by customs clearance, carrier operations, or other unforeseen circumstances.
Please ensure that someone is available to receive and sign for your package when required, and that all applicable import duties, taxes, and customs fees are paid. Delays or delivery failures caused by unpaid fees or refusal to accept delivery are not eligible for refunds or cancellations.
If you require delivery by a specific date, please contact us before placing your order to confirm available shipping options. If you have already placed your order, please contact us within 48 hours to inquire about a shipping upgrade. Additional shipping fees may apply.
Delivery by a specific date can only be guaranteed if confirmed in writing by our team before your order is placed.
For full details, please refer to our Shipping Policy.
Please Note:
Once your order has been handed over to the shipping carrier and proof of dispatch has been provided, refund requests due to shipping delays or pending tracking updates will not be accepted. Tracking information may take time to update, and this does not necessarily indicate that your package has been lost.
If you require delivery by a specific date or need expedited shipping, please contact us
before placing your order so our team can advise you on the available shipping options.
Each shipping option includes an estimated timeline outlining the following:
Order processing and packing time
Carrier pickup schedule
Estimated transit time
Please note that delivery timelines may be affected by circumstances beyond our control, including customs clearance, the selected shipping service, and unpaid import duties, taxes, or other applicable fees. Any additional charges imposed by the destination country are the responsibility of the recipient.
By placing an order, you acknowledge and agree to the shipping terms and conditions outlined above.
