Exchanges and returns
At Catnoir, you can return your order within 14 days of receipt – no questions asked.
Please ensure all items are returned unworn, unwashed, and in their original condition, with all tags attached and in the original packaging. Trying items on is of course allowed – we recommend testing shoes on soft surfaces (such as carpet) to avoid any signs of wear.
If the return conditions are not met, we reserve the right to reject the return or charge a handling fee.
HOW TO RETURN YOUR ORDER
1. Register your return
Visit our returns portal to register your return using your order number and email address. Once you’ve paid the return fee (€5.95), you can download and print your return label.
2. Prepare your package
Place the items securely in a shipping box and seal it properly. Your order number will be printed on the return label.
3. Attach the label
Affix the return label clearly on the outside of the package, preferably covering the original shipping label.
4. Ship the package
Drop the package off at your local post office. Always keep your shipping receipt and tracking number for reference.
5. Return processing
Once we receive your return, we aim to process it within 10 business days. You’ll receive an automatic email confirmation once your return has been handled.
RETURNS WITHIN GERMANY
• Returns within Germany are processed via our returns portal at a flat rate of €5.95.
• If you choose not to use our returns portal, you are responsible for return shipping costs and Catnoir is not liable for lost packages.
• Please note: return shipping costs and any import duties from outside Germany are the customer’s responsibility.
RETURNS FROM SWITZERLAND
Return shipping costs and any customs clearance fees for returns from Switzerland are at the customer’s expense.
ISSUE WITH YOUR ORDER?
If an item arrives damaged, please contact us within 2 days of delivery by email at support@catnoir.com. Include your order number and at least two clear photos of the damage so we can resolve the issue as quickly as possible.
PRICE ADJUSTMENTS
If a product you ordered changes in price within 48 hours of your purchase, we’ll gladly refund the difference. Flash sales or limited-time promotions are excluded. Please reach out to our customer support for assistance.