Shipping and Order Processing Policy

1. Shipping Address

It is the customer’s responsibility to verify the accuracy and completeness of the delivery information provided at the time of ordering.
Any error, omission, or inaccuracy in the address (house number, postal code, access code, phone number, etc.) is the sole responsibility of the customer.

In the event of delivery issues caused by an incomplete, incorrect, or unreachable address, Noor Gourmet cannot be held responsible for loss, delay, or return of the parcel.

If additional information is required, Noor Gourmet reserves the right to contact the customer to obtain the necessary details, which may result in a delay in shipment.

2. Order Preparation and Shipping

Orders are carefully prepared and dispatched within an average timeframe of 1 to 3 business days after payment confirmation.

Each shipment is handled by a carrier specialized in food transportation, ensuring optimal safety and preservation conditions.

Our products are packaged using materials specifically adapted to their nature to maintain their quality throughout transit.
All products offered by Noor Gourmet can be stored and shipped at ambient temperature, in accordance with their stability and nature.

Delivery methods and estimated timelines are specified at checkout.
They are provided for informational purposes only and may vary depending on destination, seasonal periods, or logistical factors beyond Noor Gourmet’s control.

3. Premium Processing

For customers requiring expedited handling, Noor Gourmet offers a “Premium Processing” service.

Orders with this option are prioritized and processed within 24 hours, and may be shipped the same day for orders placed before 12:00 PM (excluding weekends and public holidays).

This service ensures priority handling while maintaining our standards of excellence and quality control.

4. Delivery Delays or Incidents

In the event of delays, partial delivery, or temporary inability to deliver, the customer will be informed as soon as possible.

The risk of loss or damage to the products is transferred to the customer once they (or a third party designated by them) take physical possession of the parcel.
Until delivery occurs, this risk remains with Noor Gourmet.

If a claim is made for a “parcel not received” while tracking indicates otherwise, a carrier investigation will be initiated.
No refund or reshipment will be processed until the investigation is officially closed.
The customer agrees to cooperate in good faith throughout the investigation.

5. Unclaimed or Refused Parcels

As Noor Gourmet products are perishable, any intentional non-acceptance, refusal, or failure to collect a parcel within the carrier’s timeframe constitutes a breach of the customer’s obligations.

In the event the parcel is returned due to non-collection within the carrier’s timeframe (generally 7 business days), or refusal without legitimate reason:

• No refund will be issued.
• Noor Gourmet may, at its sole discretion, offer reshipment after verifying product quality, at the customer’s expense.
• If product quality has deteriorated due to delays, no reshipment or refund may be claimed.

In accordance with applicable consumer law "L221-28", the right of withdrawal does not apply to perishable goods liable to deteriorate rapidly.

6. Damaged or Altered Products

If a product is delivered visibly damaged, the customer must notify Noor Gourmet customer service within a maximum of 24 hours after receipt by email at:
📩 contact@noor-gourmet.com

The claim must include:

• a photo of the affected product,
• a photo of the outer packaging,
• the order number.

After review, Noor Gourmet will inform the customer of the proposed solution (replacement, store credit, or partial refund).

Any return made without prior approval from customer service will not be eligible for compensation.

7. Lost or Missing Parcels

If the order has not been delivered to the address or pickup point within 7 business days following shipment, the customer must immediately inform Noor Gourmet customer service.

A carrier investigation will then be initiated to determine the cause of the issue.

If the loss is confirmed by the carrier, Noor Gourmet will proceed with either a new shipment or, failing that, a refund depending on the circumstances.

8. Quality and Commitment

Each order is prepared manually with strict quality control prior to shipment.
Our packaging and logistics partners are selected with the highest standards to ensure freshness, safety, and preservation of flavor.

By placing an order on noor-gourmet.com, the customer acknowledges having read and accepted this Shipping Policy, which forms an integral part of the Terms and Conditions of Sale.