Frequently Asked Questions
On this page, you'll find answers to all your questions. If you need further assistance or have inquiries not covered here, feel free to reach out to us at hey@nyxandnovem.com—we're always happy to help.
Product Information
What are your products made of?
Our pillow cases and sleep masks are crafted with 22 momme silk (highest quality). Our silk is treated with silver ions and therefore eliminates 99.7% of bacteria.
What does momme mean?
Momme is a Japanese unit of measure and says something about the quality of the silk. The higher the momme, the higher the quality. 22 Momme is one of the highest quality there is. All our Nyx & Novem essentials are made of 22 Momme 100% Mulberry silk.
What is Oeko-Tex?
STANDARD 100 by OEKO-TEX® is a certification meaning that all products are tested and approved to support ecological safety and non-toxic substances are used.
What does silver ion technology mean?
We use the most advanced nanosilver technology where we penetrate silver ions into the fibre. A silver ion is a single particle of the silver element. It is a natural mineral which has antimicrobial functions, meaning it kills 99.7% of bacteria, mold and stops them from growing.
Is the application of silver ions to the products certified?
Yes it is a well known treatment to kill bacteria. We have passed all tests and inspectations.
How long are the silver ions effective on the pillowcase
Our research has shown that the first 18 months of our silver embodied products are most effective, eliminating 99.7% of bacteria. After that, a small reduction will take place.
Can you wash off silver ions?
You cannot wash off the silver ions as they are infused in the silk. After 1.5-2 years, the silver ions will be less active, but before that they will stay 100% active.
What is the life time of a pillowcase?
To maintain the best results and effectiveness, we recommend a lifetime of 1.5 / 2 years when washed appropriately
Sustainability & Ethicality
Is it ethically responsible & not tested on animals?
Our products are absolutely not tested on animals. All products are Oeko-Tex certified which means they are ethically made
Is it sustainable?
To produce 1 kilo of cotton, 20.000 liters of water is needed. Whereas to produce 1 kilo of silk, 100 times less water is used. Making it more sustainable and better for the environment. We strive to minimize the impact on the environment with our brand.We are 100% safe and certified. We have passed all SGS tests, and inspections and our products are Oeko-Tex certified.
Is silver bad for me or the environment?
Absolutely not, there are no negative effects for the environment or yourself.
Washing & Care
How should i wash my silk items?
We always recommend using our washing bag and PH-neutral liquid wash detergent. Use the program delicate or hand wash at 30 degrees and don't spin dry (centrifuge). Air/hang dry and iron the pillowcase for a soft effect once dry.
- turn inside out
- wash colors separately
- use a washing bag
- do not rub on stains
- do not tumble dry
- do not wring
- iron on low inside out
- DO: use silk detergent
- DON'T: use fabric softener, shampoo, or conventional detergent
- HACK: place a dry towel on the spin cycle to soak up excess fluid and for a faster drying
How often should i wash my silk items?
We recommend washing your pillowcase every 10-14 days for optimal hygiene.
For sleep masks:
- Daily use: Wash your sleep mask at least once a week.
- Occasional use: Wash it at least once every two weeks.
Shipping
Track my order
To track your Nyx & Novem order, simply click the link below. You'll be taken to our order tracking page, where you can easily monitor the real-time status and location of your shipment.
Where is my order?
You have received a track & trace code so you can keep an eye on your package. Worried something went wrong? Please send us a mail to hey@nyxandnovem so we can help you out.
My tracking shows no update
Nyx & Novem operates on a global scale, utilizing strategically located warehouses to ensure your order is shipped without additional duties or taxes. Once you receive a tracking link from us via email, it typically updates within 48–72 hours after your order clears customs. This standard process ensures smooth compliance with international regulations.
If there are still no updates after 10 days of you reciving the tracking number.Please write us on hey@nyxandnovem.com Our friendly customer support will handle this for you and will make sure you will get your order.
Shipping Methods
We offer various shipping methods to ensure your order reaches you safely and promptly. Once your order is processed, you will receive tracking information to keep you updated on your shipment’s progress. Please note that delivery times and fees will vary depending on the destination country and chosen shipping method.
International Shipping
We ship globally. Delivery times and fees will depend on the destination country and local customs policies. Please note that international shipments may experience delays due to customs clearance and might subject to customs fees depending on the carrier that will be used that is available on your country destination. You may contact us for more information at hey@nyxandnovem.com.
Missing or Damaged Item
If your package is missing items or arrives damaged, please contact us within 7 days of delivery to file a claim. Be sure to provide your order number, photos of the packaging (if damaged), photo of the packing slip (missing item claims), and a description of the issue. Claims submitted after 7 daysmay not be eligible for resolution.
Note for Packaging Damage:
We always aim to deliver your items in great condition, and we carefully package every order to ensure they arrive safely. However, please note that if the packaging gets damaged during transit but the item itself remains fully functional, it won’t be eligible for a replacement or refund. For any questions, please reach out to our team at hey@nyxandnovem.
Delivered but Not Received
If your tracking shows that your package has been marked as “Delivered,” but you have not received it, please file a claim directly with the carrier. You will need to provide us with the proof of loss or a formal claim confirmation from the carrier. Claims for packages marked as delivered will not be eligible after 7 days from the delivery date.
Order Modification
If you wish to modify your order, such as changing the quantity, address or product, we can accommodate this request within12 hoursof placing the order. After 12 hours, the order may already be in the shipping process, and modifications will no longer be possible.
Order Cancellation
If you wish to cancel your order, we can process the cancellation within12 hoursof the order being placed. After 12 hours, the order may already be in the shipping process, and cancellations will no longer be possible. Please reach out to us as soon as possible if you need to cancel your order.
Returns
How do I return my package?
It's super easy. To start a return, you can contact us at hey@nyxandnovem. We'll send you instruction on how to return the item/order. Items sent back to us without first requesting a return will not be accepted.
For more information, please review our Refund Policy
When will I be refunded?
If your return is accepted, we will notify you by email. Your refund will be processed, and will automatically be applied to either original method of payment or store credit. Shipping costs are non-refundable. If an order is refunded and your order qualified for free shipping we will deduct the shipping cost from your refund. Restocking fees may be deducted if applicable.
What is the refund and return policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
For more information, please review our Refund Policy