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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.

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.

 

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

File Before 60 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.

 

CAN I CANCEL MY ORDER AND RECEIVE A REFUND?
We only accept cancellation requests for orders that have not yet shipped.

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 60 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.

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.
  3. Include your order number.
  4. Submit the total dollar amount for the add-on.
    • 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 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.


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.
  • 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 amber dropper bottles.  Each 5ml and 10ml comes with a Tamper Evident Euro Orifice Dropper.  We also offer a phenolic cone that does not require the dropper 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 amber dropper bottle and 10 mL amber bottle.
  • Studio Limited perfumes are available in 5mL and 10 mL amber 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. 
  • 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, 5ml and 10ml bottles for you direct from the Master Bottle only.

 

DO YOU OFFER PERFUME SAMPLES?

Nocturne Alchemy provides a free sample of our choice with each 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.

 

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

We promise 5 mL of perfume in the bottle (which is just above the label), we fill from 6 to 6.5 mL worth in 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. 

 

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.

 

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 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 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.