RETURN AND REFUND POLICY

At Nouvelle, we are committed to offering high-quality products and outstanding service. If you're not completely satisfied with your purchase, our return policy outlines the steps you can follow to return an item.

Returns

Eligibility for Returns We accept returns within 30 days of receiving your order. To qualify for a return:

  • Items must be in their original condition, unused, unworn, and with all tags attached.
  • Items must be returned in their original packaging.
  • Proof of purchase (receipt or order confirmation) is required.

Important Note: Return Shipping Costs Are the Customer’s Responsibility

Customers are responsible for the cost of returning items. Returns must be sent to our central warehouse, and customers will need to cover the cost of shipping the item back to us. The return address will be provided once your return is approved.

How to Initiate a Return

Contact Us: Email us at info@nouvelle-fashion.co.uk with the following details:

  • Your order number
  • Reason for the return
  • Photos of the product (if damaged or defective)

Return Approval: Once your return request is approved, we’ll send you:

  • The correct return address for our central warehouse.
  • Instructions on preparing your return package.

Please Note: Items sent back to us without prior approval or to an incorrect address will not be processed.

Ship Your Return: Use a tracked shipping method to ensure safe delivery. Retain the tracking number as proof of shipment.

  • Returns must be shipped within 14 days of receiving return approval.

Damages and Issues

Upon receiving your order, please inspect the items carefully.

If the item is damaged, defective, or incorrect, contact us immediately at info@nouvelle-fashion.co.uk. Provide your order number and photos of the issue, and we will resolve the matter by issuing a refund or sending a replacement.

Refunds

Once we receive and inspect your returned items, we will notify you of the outcome.

  • Approved Refunds: Refunds will be processed to your original payment method within 7-14 business days.
  • Rejected Returns: If your return does not meet the eligibility criteria, the item will be returned to you, and no refund will be issued.

Late or Missing Refunds If you have not received your refund after 15 business days:

  • Check your bank or payment provider for pending transactions.
  • Contact your bank or credit card company, as processing times may vary.
  • If you need further assistance, email us at info@nouvelle-fashion.co.uk.

Exchanges

We do not offer direct exchanges.

To exchange an item, please return the original item following our return process. Once your return is approved, place a new order for the item you'd like to receive.

Right of Withdrawal for European Union Customers

If your order is shipped to an EU country, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.

To exercise this right:

  • Items must meet the return eligibility criteria mentioned above.
  • Email us at info@nouvelle-fashion.co.uk to begin the return process.
  • Returns must be shipped to our central warehouse within 14 days of initiating the return.

Refunds under the EU withdrawal policy will include the original shipping costs (if applicable), but customers are responsible for return shipping costs.

Important Notes

  • Return Shipping: Customers are responsible for return shipping costs to our central warehouse.
  • Central Warehouse Address: The return address will be provided upon approval. Items sent to any other address or without approval will not be processed.
  • Unclaimed Packages: If a package is undelivered due to incorrect information provided by the customer or remains unclaimed at a pickup point, the customer will be responsible for reshipping or returning the item.
  • Damaged or Incorrect Items: If you receive a defective or incorrect item, we will cover the return shipping costs and send a replacement free of charge.

Cancellations

Due to our automated order processing system, cancellations must be requested within 12 hours of placing the order. After this period, cancellations will not be possible, and the order will need to be returned once received.

Need Help?

If you have any questions or need assistance with a return, contact us at info@nouvelle-fashion.co.uk. We are here to ensure a smooth and satisfactory shopping experience with Nouvelle.