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Contact Us/FAQ

Welcome to Nocturne Alchemy and thank you for stopping by.  Below are a lot of frequently asked questions with answers to assist you on your journey on our store and into the art behind our perfumes including add-on information, shipping and general questions that pertain to a small business of perfume artists.  We hope you find the answers that you are looking for and if you do not, please feel free to write us at the email below.  Thank you again for stopping by and welcome!  We also update Thoth's Scroll regularly and this is a place we highly suggest to stop in for a read about the current Limited Collection dates, what's current, contests and the latest free perfume in your Limited order. 

Thoth's Scroll can be found here: Thoth's Scroll

CONTACT US

Our Customer service would be delighted to assist you as you discover Nocturne Alchemy and is available Monday - Friday 9 am to 4 pm Pacific via email only.  Summer business hours Monday- Friday 8 am to 3 pm Pacific

You may contact us at support@NocturneAlchemy.com.

Please allow 24-48 hours to receive a response via email.

Inquiries submitted during weekends will receive a reply within 24-48 hours from the start of the next business week.

Thank you for your patience.

 

MAILING ADDRESS

House of NA, Inc.

PO Box 81586

Las Vegas, NV  89180

 

FAQ

 

HOURS OF OPERATION

Monday - Friday 9-4pm Pacific

Summer Hours June - August Monday-Friday 8am-3pm Pacific

Autumn/Fall Hours November - May M-F 9am-4pm Pacific

CLOSED Saturdays, Sundays and on Holidays or where announced.

New Year's Day – January 2,3 2023

MLK Day - January 16, 2023
Spring Holiday – 2023
Memorial Day – May 29th 2023 Post Office closed

Juneteenth (June 19) - US Post Office Closed - no mailing
Independence Day – July 4, 2023  We are closed July 3rd and 4th.
Labor Day – September 4, 2023

Halloween break - TBA

Holiday break - TBA

New Year break - TBA

 

SHIPPING:

HOW MUCH DOES NOCTURNE ALCHEMY CHARGE FOR SHIPPING?

Nocturne Alchemy ships via USPS Priority Mail.  We offer U.S. Domestic shipping only.  TAT is 1-3 weeks before USPS scans your order and the 2-3+ days it takes to ship Priority Mail begins.  You will receive a 2nd email with tracking to the email address you provided once the USPS has received the order and scans it.

Once your order has been 'delivered' by USPS it is out of our hands, so in the unfortunate scenario of theft, damage or loss you must file a claim with USPS and file a Police Report (theft). Please add signature confirmation at check-out. Supply USPS with photos and tracking when filing the claim online or in person at your local Post Office.

Shipping pricing is as follows as of January 10th, 2023 with increase

USPS Priority Small Box Rate $9.00 while commercial base is $10.40 we do have a discount to pass on for our customers.

“Signature Required” option available at checkout for an additional cost.  Please select this option at checkout.  Please note USPS postal workers may ring your doorbell or knock instead of retrieving a Signature for safety reasons.  This is one extra precaution, especially during the holidays. Please add signature confirmation at check-out for assurance of successful delivery.   For ALL signature confirmation - you can go to USPS.com and put in your tracking information and have the package delivered at your convenience if you cannot get to the Post Office. 

Turnaround time for Shipping

Limited Collection orders is 1-3 weeks (business days only as we are closed on the weekend}.  Typically we ship much faster than this and appreciate your patience.  Regular store orders are 1-3 weeks.

 

DOES NOCTURNE ALCHEMY OFFER FREE SHIPPING?

Nocturne Alchemy provides Free Shipping for individual orders at/over the amount of $350 (excluding shipping).  If you did not automatically receive the free shipping, please contact so that we can credit your account. 

Our Complimentary Free Shipping offer is not applicable to multiple, combined orders and/or post-purchase add-ons that exceed the amount of $350.

 

DOES NOCTURNE ALCHEMY SHIP INTERNATIONALLY?

Nocturne Alchemy offers U.S. Domestic shipping only.  International shipping is not available at this time.  We will update this if/when things change.

 

I PLAN TO BE OUT OF TOWN, CAN YOU HOLD SHIPPING MY ORDER?

Please contact Customer service at support@NocturneAlchemy.com and we can arrange to hold your paid order for several weeks.  We do not hold orders for impending collection releases or other releases featuring custom presentations cannot be held for any reason or time-frame due to the special nature of decorative bottles.

 

DO YOU SUPPORT “CARE OF” or “C/O” SHIPPING?

Nocturne Alchemy ships to any address you provide within the Domestic U.S.  Please note that we are not liable for lost or damaged items or packages when shipping to an intermediary contact that forwards to a second mailing address. USPS Priority Tracking and Insurance remains applicable only to the original shipping address provided in your order.  Please check with your c/o contact for providing or adding insurance to your order. 

 

ORDERS:

HOW CAN I TRACK MY ORDER?

Please track the progress of your delivery using the tracking button provided in the original confirmation email receipt  OR you will receive a second email with the tracking number upon Nocturne Alchemy processing and shipping your order and USPS has scanned the order.  The tracking number will be provided by the United States Postal Service.

 

WHAT DO I DO IF I HAVE NEVER RECEIVED MY ORDER?

As a first step, please track the progress of your delivery using the tracking number provided in the confirmation email at the following address: https://www.usps.com.

If you are still unable to determine the status of your delivery via USPS Priority mail tracking or if there appears to be an issue with your delivery, please file a claim with the USPS directly at the following address: https://www.usps.com/help/claims.htm

Please note that USPS claims for lost packages contain the following Filing Period:

If a filing is not completed online by the customer, USPS will not refund nor are claims applicable without filing online.  We cannot do anything without your due diligence and filing with USPS.

File Before 21 Days

Nocturne Alchemy is not liable for the lost order without you filing the claim.

Once your order has been 'delivered' by USPS it is out of our hands, so in the unfortunate scenario of theft, damage or loss you must file a claim with USPS and file a Police Report (theft). Please add signature confirmation at check-out. Supply USPS with photos and tracking when filing the claim online or in person at your local Post Office.

If you continue to run into issues, please contact us at support@NocturneAlchemy.com and provide details of your USPS Claim (including claim number).

While you have purchased the postage through us, that postage goes directly to the USPS and their service.  When a package is lost or not received, they must be contacted by the receiver and forms filled out by the customer so that they may contact you.  You may send your filing # assigned to you when you fill out the paperwork in person at your local Post Office or online, to us so that we can add any updated information you receive from the PO into your order notes.

 

HOW CAN I GET A RECEIPT FOR MY PURCHASE?

For all orders placed on our NocturneAlchemy.com website, you will receive an order confirmation and receipt via email. Please be sure to retain the confirmation email for your personal records.

 

CAN I CANCEL MY ORDER AND RECEIVE A REFUND?
Transparency is very important to us and we insist on letting our customers know  that they are paying for a refund fee when a refund is requested, up front when other businesses will just increase the price of the product to cover the cost of fees.  We only accept cancellation requests for orders that have not yet shipped or if an item(s) is requested to be removed from an order.  We apply a $1.00 processing fee for all cancellation requests or removal of a item(s) and any applicable transaction fees from the order will not be returned in addition to the processing fee from payment processors (see below).  This includes if you order multiple times and want to combine, $1 fee will not be refunded to each ship fee after the original ship fee allocated for the order.  In addition, depending on the payment processor used they take a small fee directly from the refund as these costs are not recoverable to us when a refund is issued;
~

For example, if you selected PayPal as your payment option during checkout, this includes a fee of 3.5% and a $.49 processing fee from Paypal itself and will be subtracted from your total order refund.

Shopify's standard credit card processing fees are 2.9% + 30¢ for online transactions. When a refund is issued, Shopify does not return the processing fee to the merchant.

This is because payment processors, like Shopify Payments or PayPal, incur costs for each transaction they process, and these costs are not recoverable when a refund is issued. 

 

DO YOU HAVE A RETURN POLICY?

Nocturne Alchemy does not offer refunds or exchanges for our products as perfume oil is a cosmetic product. No exceptions.

As you start to get a feel for our precious oils, we recommend that you try samples where applicable before purchasing larger bottles.

 

WHAT DO I DO IF I RECEIVED AN INCORRECT/DAMAGED ITEM WITHIN MY ORDER?

Please accept our apology in advance and contact Customer Service at support@NocturneAlchemy.com. as soon as possible. Per our policy, you must notify Customer Service within 90 days of receiving your order.  Nocturne Alchemy is not liable for issues reported after this 90 day period.  It is pertinent you check your order upon arrival.

Once your order has been 'delivered' by USPS it is out of our hands, so in the unfortunate scenario of theft, damage or loss you must file a claim with USPS and file a Police Report (theft). Please add signature confirmation at check-out. Supply USPS with photos and tracking when filing the claim online or in person at your local Post Office.

Simply provide a photo of the incorrect/damaged perfume bottle for our records, order number and the perfume details and we will do our best to send the correct bottle to you in a black bubble envelope as soon possible.  If the bottle can be cleaned and only a label is damaged, we can provide a new lid/insert/label.  We always appreciate your patience while we rectify the matter.  Please note this process only applies to bottles sent in error/damaged items not from the Post Office.  In the event for an incorrect replacement bottle being out of stock, a refund will be issued. 

 

WHAT DO I DO IF MY ORDER WAS DAMAGED DURING SHIPPING?

Once your order has been 'delivered' by USPS it is out of our hands, so in the unfortunate scenario of theft, damage or loss you must file a claim with USPS and file a Police Report (theft). Please add signature confirmation at check-out. Supply USPS with photos and tracking when filing the claim online or in person at your local Post Office.

Please note that USPS claims for damaged packages contain the following Filing Period:

File Immediately

File Before 21 Days

Please file a damaged goods claim with the USPS directly at the following address: https://www.usps.com/help/claims.htm

TRAVEL SHOCK/Temperature flux
Our perfume is not affected long-term by brief warm shipping temperatures within the ranges caused by weather. Summer heat and even colder seasons during shipping may contribute to a temporary phenomenon known as "travel shock," which can cause a perfume to smell weaker or different than its true scent for up to a week after receipt. (Physical agitation and pressure changes during shipping also contribute to this.) So be sure not to pass final judgment on your perfumes until you've had them at least a week! Also please note that long-term storage at extreme temperatures or exposed to sunlight will indeed shorten the shelf life of your perfume, so be sure it's stored snug and safe once it arrives and it will give you many fragrant experiences.
Certain Vanilla can become opaque slightly in a blend.  This is a natural occurrence with natural vanilla used in blends.  When adding alcohol to vanilla, like a baking vanilla, the alcohol works as an agent to not allow temperature flux to effect the vanilla and remain clear.  For perfume; steam distillation and vanilla can become slightly opaque but does not hurt the blend.  Store your perfumes at room temperature and avoid extreme cold or heat as perfume is sensitive.  You can wear your perfume even with this occurrence but it is suggested to store at room temperature.

WHY DO I NOT SEE THE PERFUME NAMES ISIS OR TEMPLE OF ISIS DISPLAYED IN YOUR OPTION DROP-DOWNS OR WITHIN MY ORDER CONFIRMATIONS?

Due to Government regulations, Paypal policy places any order containing the name “Isis/ISIS” on hold.  In order to process your perfume order, “Goddess” is populated in the option drop-down and will display in your confirmation from Nocturne Alchemy.  Your perfume label will still contain the appropriate Isis perfume names.

 

CAN I ADD-ON TO MY ALREADY SUBMITTED ORDER?

Nocturne Alchemy supports add-ons for already submitted orders but requests must be emailed prior to shipping.  Please note requesting an item does not reserve the perfume, especially the very limited ones, only a prompt payment reserves the perfume(s) and is then added to your order notes.  Your original order receipt does not change.

Add-ons will now have a processing & handling fee of $1 per bottle.  Vial samples will incur a .50 per vial processing & handling fee. You can add-on as many as you like but we’ll include the $1 per bottle or .50 per sample vial in our payment information reply. This processing fee will begin February 1, 2023

If you wish to request that additional perfumes be added to your order, please follow the below process:

  1. Please contact Nocturne Alchemy Customer service within the applicable add-on times provided in Thoth's Scroll at support@NocturneAlchemy.com to add-on perfumes rather than placing a second order through our website. 
  2. Provide the list of perfumes you wish to add on to your order.  Politeness is tolerated with open arms.
  3. Include your order number.  The first five digits.
  4. Submit the total dollar amount for the add-on.
  5. While we are customer service we are people and we may choose not to add-on if rudeness is a factor or you emailed to add-on after your order has already processed and/or shipped.
    • Only include the purchase price for the add-on.
    • No need to account for shipping as the additional perfumes will be shipped with the initial order.
Please wait for a reply from Nocturne Alchemy Customer service confirming add-on availability. Upon confirmation, Nocturne Alchemy Customer service will provide next steps and specific Paypal payment instructions for the additional items.  PLEASE NOTE add-ons cannot be added on the very last day of an update after 3pm Pacific.

Please note the following information regarding our add-on process and policy:

  • For new Limited Collection releases, the add-on cut off time is available in Thoth's Scroll. All add-on requests received after this time period will not be accepted and you will be required to place an additional order via our website.
  • Please submit Paypal payments for add-on requests in a timely manner. If payment is not received post confirmation from Nocturne Alchemy customer service, your add-on request will not be honored.
  • We only respond to add-on inquiries during our hours of operation.   
  • Nocturne Alchemy only acknowledges add-on email requests as documented records that you wish to add items to your original order.
  • We may be unable to support your add-on request for the following reasons:
    • Your order is packed for shipping or has already shipped.
    • The requested item is out of stock.
  • We cannot manually change the original order receipt and your add-on request email in combination with the Paypal payment will serve as record of the additional transaction.
  • Please do not add-on more items at Paypal than contained within your initial email request as you will not receive those without emailing us the specific add-on(s).
    • Sending a direct Paypal payment without a prior email confirmation from Nocturne Alchemy Customer service will result in an immediate refund.
    • Any additional items you add via Paypal payment without a documented email request will not be honored and refunded.

WHY IS SOMETHING LIMITED IN NUMBER?

Bottle limitations are to manage our inventory such that our customers have a fair chance at purchasing a full bottle. We sometimes obtain small supplies of rare/costly perfume materials that inspire our creativity, and though that means a smaller total volume of a perfume and a more limited run, we would rather offer these special perfumes for sale than to refrain from creating them altogether, stifling our continually evolving creativity and artistic freedom.  This is what we base Limited Collections around; themes and perfume materials and are ultimately only available in a small window or while supplies last.

ALLERGIES/Sensitivity

If you have an allergy or sensitivity to a known perfume note, please do not purchase.  We cannot know everyone's fragrance sensitivity not even ourselves until we happen upon it - if a new accord/note becomes sensitive with your skin, wash area with cold water and soap.  If pregnant/nursing, please consult your practitioner or Doctor before purchasing essential oils/blends/perfume oil.  Test perfume on a tiny spot if you are not sure on the skin before slathering with perfume goodness.


ORDER POLICY

We reserve the right to Decline orders or withdraw service as applicable.

Replacement labels can be requested only for items purchased directly through our store and if available from the customer making the request (most older LC are no longer available).  Order number must be provided for requests.  We cannot provide our original images for personal printing due to proprietary policy. 

 

NOCTURNE ALCHEMY PRODUCTS:

TELL US MORE ABOUT NOCTURNE ALCHEMY PERFUMES
  • Nocturne Alchemy perfumes are tested and approved for skin wear only.  Tested on House of NA Crew, family and friends.
  • Nocturne Alchemy uses only the finest ingredients for perfume oils. 
  • As the pH value of skin varies from person-to-person, we cannot reply to requests or offer guidance on how each perfume will smell on you.  We suggest purchasing samples (where applicable), from our perfumes to learn how our perfumes interact with you.
  • Our perfume oils do not contain alcohol and are phthalate and phthalate ester free. 
  • We are a vegan and cruelty-free company; our perfume does not contain any animal product.
  • Our concentrated perfume oils generally come in 5 mL bottle.  Each 5ml comes with a phenolic cone that does not contain a dropper.  Special colored bottles have a dropper insert.  The cylindrical bottles (Musks) have a tiny insert dropper in the bottle.  We began moving to phenolic lid Summer 2022 due to quality control with the dropper lids after 17 years and we want only the best for our art and our customers.  If you prefer, you can purchase euro dropper lids and swap them out in the Bazaar at the link below:
  • https://nocturnealchemy.com/collections/studio-limited/products/studio-limited-bazaar
  • Permanent Collection perfumes are available in three sizes: 2 mL sample vial, 5 mL bottle.  Please note due to supply issues for 2ml  you may receive a white (clear) or black (solid) lid.
  • Studio Limited perfumes are available in 5mL bottles (where applicable).  Studio Limited perfumes are not available in sample form.
  • We hand pour each perfume for every order.
  • Why are some product photos without a lid?  It's about the visual of an aromatic experience of what's to come and also, we want to display and celebrate the bottle and artwork without a lid for photo purposes.
  • Our perfumes are created in house and placed in Master bottles and do not go through any other procedures after being blended by the perfumer.  We fill the 2ml and 5ml for you direct from the Master Bottle only.

PERFUMES REFORMULATIONS/Formulations:

From time to time we may reformulate a perfume based on many reasons; the Covid/Corona pandemic has endangered so many suppliers and shipping constraints that may have destroyed our pure perfume notes that were stuck on a ship for months on end with no climate control (we will not use these notes).  We will do our best to reformulate as close to possible with new accords/notes necessary and while they may not smell exact, the alternative is to end that specific product if we cannot get it as close to possible with alternative ingredient methods.  We do not wish to go the route of the latter but when multiple suppliers/botanical suppliers are part of one blend and they have now closed their doors, we do sample alternatives until we can find the right note that is as close to possible to the original.  We apologize for any inconvenience this may cause.  After 17 years in business, this is bound to occur more and more frequently, given the pandemic has changed our resources and shipment chains have failed us.  Please try a sample of a reformulation before purchasing the reformulation and accept our apologies.  Formulations are using the exact same ingredients for a new Master bottle but is extremely fresh to that year and is advised to allow to age a little as the perfume notes come together naturally in the way you remember them.  Resins, Vanilla and Amber accords need more time to age when they are fresh formulations.

SOLD OUT ITEMS AT THE STORE:

As we continue to grow, not only in a customer base, but also in our perfume library, we will tend to sell out of something.  We have a schedule to create perfumes for upcoming Limited or special releases and it is difficult to schedule in a new batch of perfume for something sold out as all the components must be found from our sources and shipped to us to recreate a new Master bottle as either a formulation or reformulation.  We will do our best to recreate as close to possible the original and in a timely manner.  Sending emails asking when does not speed up the process, so we ask patience until everything is aligned and we can put it back on the site and we truly appreciate your understanding during our process.

DO YOU OFFER PERFUME SAMPLES?

Nocturne Alchemy provides a free sample of our choice with each order in 1 or 2ml depending on your order.  We are not able to accommodate requests for specific samples, as stated on our website. If you have a particular Permanent Collection perfume that you want to sample, our 2 mL sample size vials are available for purchase.  Please note due to supply chain issues, you may receive a black or semi-clear white lid for your 2ml vial sample.

DO YOU HAVE FILL LEVEL AMOUNTS FOR YOUR PERFUME BOTTLES AND VIAL SAMPLES?

5ml traditional amber/cobalt bottle: 5ml is promised. Specifications: 5ml traditional amber bottle with phenolic lid (no insert).  5ml Slender Blue are 5ml.  Cylindrical bottels are 6ml and special colored bottles are 6ml

2ml sample vial: The 2ml glass vial holds a liquid volume of 1.7ml, because the container requires headspace to accommodate the wand cap insert and prevent leakage. Dimensions: 9/16th Dram, 5.75cm x .75cm long glass vial with white/clear wand cap insert.

WHAT HAPPENS TO LIMITED COLLECTION PERFUMES WHEN THEY LEAVE YOUR WEBSITE?

Limited Collections are available for purchase for up to 7 weeks. Limited Collection perfumes are available until the defined cut off time (see paragraph above each Limited Collection and in Thoth's Scroll). After this period, there are no more. We do not retain back stock in our available inventory at all.  LC perfumes may return one year later as a Resurgence; however, we cannot guarantee in advance whether a LC perfume will return at all. We maintain our focus on the current and upcoming Limited Collections; and once a particular Limited Collection comes down, they are strictly unavailable. We do not and will not re-batch previous Limited Collection perfumes until a possible resurgence. Occasionally, select collections may return for one final encore in Thoth's Archive (for example: Cotton Candy, Honey Bees, Eternal Ankh Collection, etc). We also enjoy occasionally un-vaulting small selections of previous LC perfumes via CryptaObscura dot com, so please peruse their offerings! In short, we do not maintain back stock of anything that has 'sold out' or has run the course of a Limited debut, Resurgence and/or Thoth's Archive.

 

CAN YOU TELL ME WHAT THE UPCOMING LIMITED COLLECTION WILL INCLUDE?

We do not provide details on Limited Collections prior to release as we wish to surprise and delight our customers. There are no exceptions but we may give away "secret squirrel" hints of things to come over on our official page at Facebook.  Make sure to sign up!

 

ARE NOCTURNE ALCHEMY PERFUMES AVAILABLE ON OTHER ONLINE SHOPS OR PLATFORMS (i.e. AMAZON, eBAY, ETSY, etc.)?

We are not on Amazon or Etsy or eBay at this time.  Our perfumes are solely available on our NocturneAlchemy.com website and via exclusive collaborations. Links to Exclusives can be found on our homepage.  Exclusives are only available for purchase via the linked company websites.

 

DO YOU HAVE RECOMMENDATIONS FOR STORING NOCTURNE ACLHEMY PERFUMES?
  • Keep Nocturne Alchemy perfumes out of direct sunlight and away from heat sources for prolonged shelf-life. 
  • Our dark amber/cobalt blue or Slender Blue and coloured bottles provide wonderful protection from sunlight but all perfumes should be stored in a cool, dry place when not in use.  
  • Always store your perfume upright to prevent any spills. 
  • Make sure there is no oil on the bottle if placing near or on wood and plastic surfaces as essential oil can eat through varnish. 
  • After applying perfume, lightly wipe the lip of the dropper before screwing the lid back on to prevent any spilling. 

 

DO YOU HAVE RECOMMENDATIONS FOR TESTING NOCTURNE ALCHEMY PERFUMES?

  • Please allow our perfume oils to rest up to a week once perfume has been received for peak molecular scent to smell the way it was intended, (exclusively for softer notes) - accords and absolutes like musk and vanilla and softer florals this is ideal.
  • When receiving Nocturne Alchemy packages in the mail, allow perfume to adjust from travel and changes in temperature, one to two days (upward to a week if weather is extreme) and perfume will be ready to wear. Climate change during travel can give perfume oil 'travel shock' and it is ideal to allow perfume to rest after the journey to you between 24-48 hours and sometimes up to a week for certain softer scents. 
  • Go outdoors or inhale some fresh coffee beans if you are feeling like you cannot smell the perfume.  This will aid in cleansing the olfactory.  A steam bath or shower is also a great way to improve olfactory cleanse before applying perfume. 
  • Before opening or applying your perfume, please get into a good habit of holding the bottle to a light source and moving the bottle around slightly to look at the viscosity of the perfume oil.  This will help with being careful when applying from the dropper.  More viscous oil like Temple NA vs a thinner oil like Eternal Ankh are all based on different source components and each perfume viscosity will differ significantly.  Doing this will assist in not pouring but dropping oil on the skin. 

IS NOCTURNE ALCHEMY ON SOCIAL MEDIA?

  • Please sign up on our Facebook page for updates.  We are also on Pinterest, Instagram and Twitter.  You can find these icons on the top or bottom menu of our website’s homepage.
  • Due to the substantial amount of social media available online, we are unable to monitor all posts.  Please note that we are unable to address all positive comments, complaints or issues if we do not hear direct from you.  We recommend that you contact Customer service at support@NocturneAlchemy.com with any available feedback.  We strive to deliver a positive experience with our products and welcome all opportunities to hear from you.

 

TELL US ABOUT YOUR PERFUME COMPANY

Nocturne Alchemy is a House of NA, Inc. company and is based in Las Vegas, NV. We are an online presence only at this time. Due to strict regulatory requirements regarding environmental controls, manufacturing clearance, and avoidance of cross-contamination, (as well as protection of our IP) our Studio facility is not open to the public. Please read more About Us in the About Us section of the store.