Return policy
RETURNS, REFUNDS & CANCELLATIONS POLICY
At Nell, Nora & Nina, we aim to provide a transparent and straightforward shopping experience.
Please review this policy carefully before placing an order. By purchasing from our website, you agree to the terms outlined below.
1. RETURN PERIOD
Eligible items may be returned within 30 days of delivery, subject to the conditions below.
Sale items are not eligible for return unless otherwise required by applicable consumer law.
2. CONDITIONS FOR RETURNS
An item is eligible for return if:
-
It is unused, unworn, and undamaged.
-
It is in its original condition.
-
All original labels and packaging are intact.
-
The return request is submitted within the applicable return period.
-
The return has been pre-authorized by our customer service team.
Trying on items for sizing purposes (similar to trying on clothing in a physical store) is permitted. However, if there are visible signs of wear, washing, odors, stains, or damage, a reduction in the refund amount may apply.
3. ITEMS EXCLUDED FROM RETURNS
Returns are not accepted for:
-
Products with broken hygiene seals.
-
Personalized or custom-made items.
-
Products damaged due to improper use.
-
Underwear, shapewear, and bras where the hygiene seal has been removed.
4. RETURN SHIPPING & RESTOCKING FEE
All approved returns must be shipped to our central warehouse in Asia.
Customers are responsible for:
-
All return shipping costs.
-
Choosing a shipping provider that supports customs clearance.
-
Paying any customs duties, taxes, or handling fees.
-
Completing all customs documentation correctly.
Nell, Nora & Nina is not responsible for return parcels that are delayed, rejected, or lost due to customs issues or incorrect shipping methods.
Restocking Fee
A 15% restocking fee applies to all approved returns. This fee covers inspection, processing, and inventory handling.
The same 15% restocking fee also applies to:
-
Unopened packages.
-
Parcels refused upon delivery.
-
Parcels left unclaimed and automatically returned to us.
Exceptions
The restocking fee may be waived if an item arrived damaged or defective. Every request is reviewed individually.
5. RETURN ADDRESS
Returns may only be sent to the return address provided by our customer service team after your return request has been approved.
Returns sent without authorization or to another address cannot be processed.
6. HOW TO START A RETURN
To request a return, please email:
Please include:
-
Your order number.
-
The item(s) you wish to return.
-
The reason for the return.
-
Clear photos (required for damaged or incorrect items).
-
Your full name and shipping address.
You will receive return instructions within 24 business hours (Monday–Friday).
7. SALE ITEMS & MULTIPLE SIZE PURCHASES
During promotional periods and sales, we offer limited-stock products at reduced prices to as many customers as possible.
Purchasing the same item in multiple sizes with the intention of returning unwanted sizes is not permitted for sale items.
Because many discounted items are part of limited or final collections, returns may be declined where multiple sizes were purchased solely for fitting purposes.
We encourage customers to carefully review our size guide before ordering. If you are unsure about sizing, our customer support team is happy to assist before purchase.
All sale items discounted by 50% or more are considered Final Sale and are not eligible for refunds.
At our discretion, store credit may be offered instead.
8. ORDER CANCELLATIONS
Orders may be cancelled within 4 hours after purchase.
Orders with a total value exceeding $100 are not eligible for cancellation.
Due to our fast fulfillment process, once order processing has begun, cancellation is no longer possible.
After delivery, eligible items may be returned in accordance with this policy.
9. REFUNDS
Once your return has been received and inspected:
-
You will receive confirmation of the outcome.
-
Approved refunds will be issued to your original payment method.
-
Please allow 5–10 business days for your bank or payment provider to process the refund.
Where applicable:
-
The 15% restocking fee will be deducted.
-
Original shipping charges are non-refundable.
-
Optional insured shipping purchased at checkout is also non-refundable.
10. HOW DISCOUNTS ARE RECALCULATED
If your order included a promotional discount (such as bundle offers, Stack & Save promotions, or Buy More Save More discounts) and you return part of your order, your refund may be adjusted.
Discounts are recalculated based on the items you keep rather than the items originally purchased.
Example
If returning products causes your order to no longer qualify for the original promotion, the discount will be removed and your refund will be recalculated accordingly.
Any applicable 15% restocking fee will still apply, and return shipping remains the customer's responsibility.
11. STORE CREDIT
In certain situations, Nell, Nora & Nina may offer store credit at its sole discretion.
Store credit:
-
Cannot be exchanged for cash.
-
Is non-refundable.
-
May only be issued once per order.
12. FAILED DELIVERY OR INCORRECT ADDRESS
If an order is returned because an incorrect or incomplete delivery address was entered during checkout, we may:
-
Arrange reshipment after the parcel has been returned to our warehouse and the correct address has been confirmed; or
-
Offer store credit as a gesture of goodwill, depending on the condition of the returned merchandise.
If the returned products are no longer in their original condition, a reduction in value may be applied.
13. POLICY UPDATES
Nell, Nora & Nina reserves the right to amend or update this Returns, Refunds & Cancellations Policy at any time.
Changes become effective immediately upon publication on our website.
14. CONTACT INFORMATION
If you have any questions regarding this policy or your order, our customer support team is happy to assist.
Email: info@nellnoranina.com
Contact Form: https://www.nellnoranina.com/pages/contact