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Returns & Exchanges

Are you unhappy with the product you ordered and want to return it?  No problem, we're here to help.

We offer free returns for full priced items (items purchased on sale or with a discount code are not eligible for a prepaid return label.)

Once you receive your order, you have fourteen (14) days to request a return authorization code and return the unwanted item(s).

 

For the return, please follow the steps listed below:

1. Make sure that the product is in perfect condition, unused, has the original packaging, bearing the original labels and accessories as well.

2. Contact our Customer Support team via customercare@nanushka.com to request a return authorization code. In the email, please include your order number, the list of items you would like to return. We would love to hear your thoughts about the pieces you are returning, so any additional feedback is highly appreciated!

3. Pack the items properly. Please make sure to use either the original packaging when returning multiple items, or you can also choose to send back the items in a mailer, just ensure that your return parcel is packed and closed securely.

4.a If your order is eligible for a free return, use the prepaid return label. Just stick it on the parcel and use the 10 digit tracking number on the return sheet to schedule a collection for the parcel at your preferred location. Visit www.webshippy.com/return and enter the tracking number.

4.b If your purchase was made during a sale or promotion period, or a discount code was added to your order, the costs of the return are on you. You can choose any delivery company you wish, however, we are not accepting returns sent via regular post outside of the EU.

When you are not eligible for a free return, you still have the possibility to purchase a DHL return label provided by us, that you can use for the return. The price of the return label is the equivalent of the shipping cost to your shipping region, and the cost of the service will be deducted from the amount of the refund. For more information, please contact customercare@nanushka.com.

 

How to prepare your item(s) for a return?

Clothing

Please make sure that the item is in perfect, unused, unwashed, and undamaged condition, and that all labels are still attached to the garment. Please carefully try on each garment. As darker pieces might transfer their color on other pieces, please make sure to pack each garment separately when returning two or more pieces in the same box.

Shoes

Protect the soles when trying on the shoes by standing on a carpeted surface. When returning, make sure to return the dust bag and/or the shoebox just as your shoes came in.

Bags

Please return bags with all the accessories that were included in the parcel, including the dust bag and extra handles, otherwise we are unable to accept the return.

Swimwear

For hygiene reasons, please try all swimwear items on over your underwear and make sure that the hygiene tape is still on the piece.

 

Important information

We are accepting returns from the same country your order was delivered to.
We are not accepting returns sent via regular post from outside of the EU.
Please note that in case your order was delivered by GLS, the free return process is slightly different from what is described above. Please contact customercare@nanushka.com and we'll assist you ins scheduling a pickup for the parcel.

 

You will receive a written notification via e-mail that we have received your returned item. Any item returned exceeding the fourteen (14) day deadline is not be eligible for a refund and will be returned to the sender.

You are not entitled to exercise the right of withdrawal when the item was prepared especially upon your own instructions, or on your expressed demand, or in case the item was unambiguously personalized to you.

The right of withdrawal cannot be exercised by an enterprise, namely such entity who acts in the scope of its profession, independent occupation or its business activity.

 

1.1.2   Original items

As Nanushka receives the returned item, a quality control procedure shall take place in order to determine the appropriateness of the returned item.

To be eligible for the return, your item must be unused, unworn, and unwashed. The returned item shall include the original tags and the packaging. You are liable for the amortization of the products as a result of the use of the product which exceeds the necessary measure in order to assess the nature, the characteristics, and wear/operation of the item.

Returned items that are used or damaged may not be accepted and your refund shall be refused.

We will notify you on the approval or rejection of your refund within 3-5 working days of the receipt of the returned item.

 

1.1.3   Refund

If the return is approved, then your refund will be processed in the same way as the original method of payment within fourteen (14) days from the reception of the returned item. We shall refund the original price that you have paid for the purchased your item. In case of sale items, we are able to refund the sale price of the items.

In the unlikely event that you have not received an e-mail within the time period referred to above, please contact our Customer Service Team via e-mail at customercare@nanushka.com and we will get back to you as soon as possible.

 

1.2   Exchanges

You can return any item for a direct exchange within fourteen (14) days of receiving your original order, without reasoning. Any item returned exceeding the fourteen (14) day return deadline is not be eligible for an exchange.

In order to be eligible for an exchange, your request has to be eligible for a return.

If you wish to do a direct exchange for the same product in another size or color, please contact our Customer Service Team via email at customercare@nanushka.com, and send your item back with the provided free return shipping method or at your own cost.

If you wish to have a different item, or the requested item has a different price than the price you have paid for the original item, then you will need to return the unwanted original item for a refund, and place a new order.

If the item you want to exchange is out of stock in the size and/or color you have opted for, then a refund will be taken place instead.

Depending on your place of residence, the time of shipping of the new exchanged product may vary.

 

1.3   Sale items, products with discounted price

In case of items bought on sale, or if a discount code was added to your purchase, we are only able to refund the deducted price of the product(s).

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