FAQ

✦ Violet Merch FAQ ✦

Welcome to the official Violet Merch FAQ! 
Here you’ll find everything you need to know about pre-orders, production, shipping, and getting help with your order.

Violet’s merchandise is produced and fulfilled by Caramel Sheep, formerly known as Noir.

✦ Is this official Violet merchandise?

Yes! This is official Violet merchandise, created in collaboration with Violet and produced by Caramel Sheep (NoiR).

Each release is made especially for Violet and her community. 

✦ How do pre-orders work?

Once the pre-order period ends, we begin the main production process based on the orders received.

Because these items are made specifically for the release, your order may not be ready to ship immediately after you purchase it.

✦ How long does production take?

After pre-orders close, production usually takes approximately 1–2 months.

Once production is complete, orders will begin shipping as soon as they are ready.

Please keep in mind that production times are estimates and may occasionally change depending on order volume, manufacturing, quality checks, or unexpected delays.

We always want to make sure your merch is made properly before it reaches you! ♡

✦ When will my order arrive?

Your total wait time includes:

Pre-order period → Production → Quality checks → Shipping

Production usually takes around 1–2 months after pre-orders close, followed by the normal shipping time to your country.

Once your order has been dispatched, you will receive a shipping confirmation email. Tracking information will also be provided where available.

✦ Can I buy the merch after pre-orders close?

Once the pre-order period ends, the collection may no longer be available to purchase.

Some items may occasionally return in the future, but restocks are not guaranteed.

If there’s something you really want, we recommend ordering during the official pre-order period! 

✦ What happens to the website after the release ends?

The Violet merch website is a limited-release mini-site.

After the release and pre-order period are finished, the website may be closed or locked until the next release.

Don’t worry — even when the website is locked, you’ll still be able to find our support email on the lock page if you need help with an existing order.

✦ Where do you ship?

We ship to 75+ countries across:

🌎 North America
🌍 Europe
🌏 Asia
🌊 Oceania
🌎 Latin America

There are some countries and regions that we may be unable to ship to due to carrier restrictions, customs regulations, sanctions, or other shipping limitations.

Shipping to Russia and certain restricted regions may currently be unavailable.

The easiest way to check is to enter your address during checkout. If your country or region is available, the available shipping options will appear automatically.

✦ How much does shipping cost?

Shipping costs are calculated during checkout based on your:

  • Delivery country
  • Order size and weight
  • Available shipping method

You’ll be able to see the final shipping cost before completing your purchase.

✦ Will I receive tracking information?

Where tracking is available, you’ll receive a shipping confirmation email with your tracking information once your order has been dispatched.

Please allow a little time for the tracking page to update after receiving your shipping confirmation.

✦ Can I change my shipping address?

If you entered the wrong shipping address, please contact us as soon as possible.

We’ll do our best to update your address before your order ships.

Once an order has already been dispatched, we may no longer be able to change the delivery address.

When contacting us, please include your order number and the correct shipping address.

✦ Can I cancel or change my order?

Because many of our items are made specifically for each pre-order campaign, cancellations and order changes may become limited once production begins.

If you made a mistake or need to request a change, please contact our support team as soon as possible.

We’ll always do our best to help where we can. ♡

✦ What if my order arrives damaged or something is missing?

Please contact our support team and we’ll help you out.

Please include:

Your order number
A description of the problem
Clear photos of the item and packaging

This helps us understand what happened and resolve the issue as quickly as possible.

✦ I ordered a while ago. Where is my order?

Remember that this is a pre-order collection.

Your item may not have been manufactured yet when you placed your order.

Production usually begins after the pre-order period closes and typically takes around 1–2 months.

Once production and quality checks are complete, your order will be prepared for shipping.

We really appreciate your patience while your merch is being made! 

✦ Need More Help? ✦

Our support team is always happy to help with questions about your order.

📧 niasupport@noirclothings.com

When contacting us about an existing order, please include your order number so we can help you as quickly as possible.

Even after the Violet merch website closes or becomes locked, this support email will remain available on the lock page.

Thank you for supporting Violet! 
We hope you love your new merch as much as we loved bringing it to life. ✦

How Pay Shipping Later Works

✦ Violet Figurine: How to Pay for Shipping ✦

Shipping for the Violet Figurine pre-order is paid separately once your order is ready to ship.

We’ll email you when it’s time to pay, but you can also check your order status through your account at any time.

★ Who Does This Guide Apply To?

This guide currently applies only to the Violet Figurine pre-order.

Other future pre-orders may also use the Ship Later system. If another product uses this system, it will be clearly explained on its product page or during the ordering process, and the steps below will also apply.

If a product does not specifically state that shipping will be paid later, this guide does not apply. Shipping will instead be handled using the payment and shipping method shown when you place that order.

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✉ What the Shipping Email Will Look Like

When your Violet Figurine is ready to ship, you’ll receive an email notifying you that shipping payment is now available.

The email may look slightly different from the rest of the Caramel Sheep website. This is completely normal, and it is still an official shipping notification from us.

Here is an example of what the email may look like:

The exact wording or appearance may vary slightly, but the email will explain that your order is ready and direct you to complete your shipping payment.

If you are ever unsure about an email, you can avoid using its links and instead visit our website directly. Sign in to your account, open Held Orders, and check whether your order appears under Ready to Ship.

If it is not yet under Ready to Ship, you do not need to pay anything or take any action.

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STEP 01 ✦ Open Your Account

From the homepage, select the Account icon in the top-right corner.

Sign in using the same email address you used when placing your Violet Figurine pre-order.

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STEP 02 ✦ Open “Held Orders”

After signing in, select Held Orders from your account menu.

This is where you can:

  • Check the status of your Violet Figurine pre-order.

  • See when your order becomes ready to ship.

  • Pay your shipping cost when it becomes available.

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STEP 03 ✦ Check Your Order Status

Your pre-order will appear under one of two different sections:

◷ Waiting to Be Released

Your order is still being prepared and is not ready to ship yet.

You don’t need to make a shipping payment or take any action at this stage. Your order will automatically move to Ready to Ship when it has been released.

✓ Ready to Ship

Your order has been released and is ready for shipping payment.

You can now select your order and proceed to checkout.

✦ ───────────────── ✦

STEP 04 ✦ Pay for Shipping

When your order appears under Ready to Ship:

  1. Select the checkmark next to your order.

  2. Select Proceed to checkout.

  3. Confirm your shipping address and details.

  4. Review and pay the final shipping cost.

Once your shipping payment has been completed, your order will be prepared for shipment.

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⚠ Important Shipping Price Notice

The estimated shipping amount on the Held Orders page may temporarily appear as A$0.00.

This does not mean that shipping is free.

Your final shipping price will be calculated and displayed after you select Proceed to checkout. Please review the final total before completing your payment.

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✉ We’ll Remind You by Email

We’ll send you several email reminders when your order is ready to ship:

✦ First Email

Sent when your pre-order is released and ready for shipping payment.

✦ Second Email

Sent approximately one week later if shipping has not yet been paid.

✦ Final Reminder

Sent a few weeks after release in case you missed our previous emails.

Please check your spam, junk and promotions folders, and make sure the email address connected to your account is correct.

✦ ───────────────── ✦

★ Remember

You do not need to pay for shipping while your order is under Waiting to Be Released.

Shipping payment is only required once your order moves to Ready to Ship.

For now, this process applies specifically to the Violet Figurine pre-order and any future product that is clearly marked as using the Ship Later system.