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.
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
CLOSED Saturdays, Sundays and on Holidays or where announced.
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.
USPS Priority Mail includes USPS Tracking and up to $50 of insurance with most shipments (restrictions apply) *USPS has changed this to $50 as of April 2021.
Shipping pricing is as follows as of January 10th, 2022 with increase
USPS Priority Small Box is $9.45 and our shipping is $8.25!
“Signature Required” option available at checkout for an additional cost. Please select this option at checkout. Please note USPS postal workers (during covid) may ring your doorbell or knock instead of retrieving a Signature for safety reasons.
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 over the amount of $350.
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:
File After 15 Days
If a filing is not completed online by the customer, USPS will not refund nor are claims applicable without filing online.
File Before 21 Days
Nocturne Alchemy is not liable for the lost order without you filing the claim.
If you continue to run into issues, please contact us at support@NocturneAlchemy.com and provide details of your USPS Claim.
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.
We apply a $1.00 processing fee for all cancellation requests and any applicable transaction fees from the order will not be returned.
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.
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 our 5 mL or 10 mL amber 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.
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?
File with USPS as every order is insured to $50.
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
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.
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.
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.
DO YOU HAVE FILL LEVEL AMOUNTS FOR YOUR PERFUME BOTTLES AND VIAL SAMPLES?
We promise 5 mL of perfume in the bottle (which is just above the label), we fill slightly more in quantity within the bottle but note 5mL is what you are paying for, anything over this is simply a generous pouring hand. Requests for more perfume if not exactly at the shoulder will be denied as you are paying for 5 mL. 2 mL vial is the proper name for the glass sample vial, while 2 mL cannot be filled to the top of the glass vial as a lid must be inserted and needs the room, it is as close to as possible while allowing an air bubble in for travel. The Orifice for both bottle and vial captures some of the oil so after shipping it may appear less. Leave all bottles to sit upright when perfume has been received to allow the oil that goes up into the insert during travel or temperature changes to return back to the bottle. You can tap the cap/lid during this process. We will be changing bottles to 5.5ml in the very near future.
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?
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.
© 2022 Nocturne Alchemy. House of NA, Inc.
