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 with 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 are currently an online-only store, but if you're interested in having our perfume in your store, drop us a line! We hope you find the answers you are looking for, and if you do not, please write us at the email below. Thank you again for stopping by, and welcome! We also update Thoth's Scroll regularly. This is a place we highly suggest stopping by 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
Do to PT CS support - our Customer service is available for store order inquiry only. Please refer to the House of NA Tent forum at Facebook where customers can suggest perfume or specific types of perfume or any favorite forum can assist. CS is available Monday-Friday. We are closed on weekends and holidays.
You may contact us at support@NocturneAlchemy.com.
Please allow 24-48 hours to receive a response via email.
Store order inquiries submitted during weekends will receive a reply within 24-48 hours from the start of the next business week. FAQ may be altered, edited and added or subtracted with new Q&A and information where applicable.
We ship following the queue of orders received. Your order will ship 7-10 business days (not including weekends/holidays) from the date the order was placed and then USPS will pick up your order and begin its journey to you. Please allow this time frame before contacting CS. We are not a big box retailer, we are a specialized online small business and processing orders takes time to pour, label and process your order. We appreciate your patience for our independent perfume oil company.
MAILING ADDRESS
House of NA, Inc.
PO Box 81586
Las Vegas, NV 89180
FAQ
HOURS OF OPERATION
Monday - Friday 8am - 3pm Pacific (Business days)
CLOSED Saturdays, Sundays and on Holidays or where announced.
Scheduled NA Closure for CS and Studio
New Year's Day – January 1 - 2
MLK Day - January 20 Post Office Closed, NA CS/STUDIO Closed
Memorial Day – May 27th Post Office closed, NA CS/STUDIO Closed
Juneteenth (June 19) - US Post Office Closed, NA CS/STUDIO Closed
Independence Day – July 4 We are closed July 3rd and 4th. NA CS/STUDIO Closed
Labor Day – September 2, NA CS/STUDIO Closed
Columbus Day - October 14 US Post Office Closed - NA CS/STUDIO Closed
Thanksgiving Day, Christmas Day, New Years Day = any day USPS is closed, so are we.
Holiday break - December 24/25
New Year break - December 31/January 1
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 7-10 business days from date order was placed (Mon-Friday), before USPS scans your order and the 2-3+ days it takes to ship Priority Mail and arrive to your front door. 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 October 29, 2024 with increase
USPS Priority Small Box Rate $9.35 while commercial base is $11.00 we do have a discount to pass on for our customers.
“Signature Required” option available at checkout for an additional cost ($3.85 added to the $9.35 ship fee). 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 physically get to the Post Office.
Turnaround time for shipping from the day the order is placed.
Orders take 7-10 business days (Monday- Friday) from the day the order is placed; you will receive a tracking number in your email once the order has shipped, or click the button in your initial order that was emailed to you right after you place the order. Please remember that we're closed on weekends and holidays, which will be added to the time it takes to ship. Also, the USPS is inundated during the holidays, so please allow a few more days for this. Typically, we ship much faster than this, and we appreciate your patience. Regular store orders/Limited take 7-10 business days, and it does not matter what is ordered. Orders are made numerically through the queue of orders placed, so there may be hundreds before you, especially if placed during a Limited Collection weekend.
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 during checkout, please contact so that we can credit your account.
Our Complimentary Free Shipping offer is systematic and 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. If you use a C/O (care of) business to place your order with, please contact them for any updates as there are currently EU regulations that are legally changing how International shipping occurs and it is best to contact your C/O business prior to placing the order for all updated information as this may affect your order.
I PLAN TO BE OUT OF TOWN, CAN YOU HOLD SHIPPING MY ORDER?
Please contact Customer Service at support@NocturneAlchemy.com for a formal request so that we have a record of your request, and we can arrange to hold your paid order for up to ten days with no changes to your order. We reserve the right to deny a hold request that is repetitive, if you are not going to be at your address, please forward your order to a different address or PO Box or hold service where they will hold it as you requested. We do not hold orders for upcoming collection releases or other releases featuring custom presentations that cannot be held for any reason or time frame due to the special nature of decorative bottles. Hold requests or changes cannot be added to/adjusted as your order will be packaged up, sealed ahead of time, and ready to ship at the agreed-upon date.
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. If you use a C/O (care of) business to place your order with, please contact them for any updates as there are currently EU regulations that are legally changing how International shipping occurs and it is best to contact your C/O business prior to placing the order for all updated information as this may affect 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 ASAP with your local USPS.
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.
HOW DO I USE STORE CREDIT?
After you have been given store credit, it will go to your account, you can apply your store credit at checkout when logged in at the store in your customer account.
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.
We do require 24-48 hour notice as your order may have already processed and/or have already shipped to you.
2025 Add-ons imposed a $1.35 per bottle or .75 per vial fee from Paypal itself to be added to the add-on(s). Exchanges from your order for bottles impose a .50 fee per bottle/vial.
Please note we do not exchange or add-on after a collection has left the site, in order to maintain our targeted turnaround time because bottles are filled to order. If you still would like to exchange and/or add, there is a $5 fee per bottle in addition to the exchange/add-on fee (see above).
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
DO YOU USE AI FOR YOUR LABEL ART?
No. The House of NA follows an educated artistic perspective to originality when it comes to art for our labels and perfumes. Controversy for Artificial Intelligence stems from copyright, originality, and creativity. For a product to be copyrighted, a human creator is needed and only our label art and perfume is copyrighted as this is the product and label we sell and create. All our label art is created in the Studio via multiple platforms drawn by hand like Wacom or Adobe, or our labels are from directly licensed sources that provide small artist commissions from their creations and pride ourselves in supporting artists across all mediums and being artists ourselves. We also commission directly with artists but none of our in-house label art is Artificial Intelligence.
DO YOU USE AI FOR YOUR MARKETING OR WEBSITE IMAGES?
Yes, but only for backgrounds and marketing reels of our product photos, we use a paid AI program that utilizes only licensed stock images as source material. A lot of the time, the images are ours and manipulated via Art programs or come directly from our own renderings and/or paintings, so AI is very minimal. As our product is perfume and you cannot smell it, we wish to add more visual color to the canvas. We leverage all available tools in the digital marketing industry in combination with our backgrounds in advertising and art to deliver a fabulous visual representation evocative of our perfume products. We only use Artificial Intelligence to create backgrounds for marketing and website images and re-contextualize as a setting tool. As we are a small business our marketing approach drives efficiency for our valued customers and helps reduce our company’s footprint. We do not violate any copyright usage laws by using paid for and licensed background art in our marketing nor does AI affect our actual perfume product in any capacity. Education in AI continues to be part of our studies as well as the use of by licensing and copyright.
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 DO NOT make a payment before emailing a formal request so that we can have a record for it and take it out of inventory and placed in your order. 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 Cut-off for add-ons will always be the day before at 3pm closing time. Please have your add-on requests in before 3pm PACIFIC the day before the conclusion of a Limited update. Also note, if you're adding on to an order prior to a new collection going live but you're adding from that new collection, you will not receive the gift sample but the sample your original order would receive.
Add-ons as of December 26th, 2024 will now have a processing & handling fee of $1.35 per bottle. Vial samples will incur a .75 per vial processing & handling fee. You can add-on as many as you like but we’ll include the $1.35 per bottle or .75 per sample vial in our payment information reply. This processing fee will begin December 26th, 2024. Exchanges/refunds within an order impose a .50 per bottle/vial fee.
If you wish to request that additional perfumes be added to your order, please follow the below process:
Please note the following information regarding our add-on process and policy:
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 on your skin, wash the 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 unsure about your skin before slathering with perfume goodness. We are a vegan company.
PACKING PEANUTS
They are made of corn and are biodegradable (Packing peanuts decompose in water, leaving no toxic waste, and they are made with static-free organic starch). Occasionally, foam peanuts from our suppliers may accompany your order as we are recycling them.
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 PERFUMESPERFUMES 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. We often gift a sample when you order from a new Limited Collection (it's announced once the first orders from that collection begin to ship), if you ordered prior to a new collection and you add-on from the latest collection, you will receive your gift from your pending order not the new Collection, gift perfumes are based on the original order you made as there may be multiple Limited with different gift samples, so it's always based on the original order not the add-on.
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 bottles 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 8 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?
DO YOU HAVE RECOMMENDATIONS FOR TESTING NOCTURNE ALCHEMY PERFUMES?
IS NOCTURNE ALCHEMY ON SOCIAL MEDIA?
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. Art is not new to our Crew with degrees in the fields of Art; Painting, Art History, Advertising & Graphic Design, Photography, as well as Egyptology Degrees, Science, Digital Marketing, and studies in Linguistics, Hieroglyph, and Aromatherapy. We utilize our skills diversely throughout the House of NA and have been in the perfume business since 2005.
© 2025 Nocturne Alchemy. House of NA, Inc.
