Refund policy

Refund Eligibility

We accept returns and offer refunds for items purchased from NOUVELAYA within 30 days of delivery. To be eligible for a refund, your item must be:

  • Unworn, unwashed, and in its original condition
  • In the original packaging with all tags attached
  • Accompanied by proof of purchase (order number or receipt)

Final sale items marked "Non-Refundable" cannot be returned.

How to Initiate a Return

  1. Contact customer service
  2. Pack your return securely using the original packaging when possible
  3. Ship your return using the provided return label

Refund Processing

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved:

  • Refunds will be processed to the original payment method within 5-7 business days
  • Shipping costs are non-refundable unless the return is due to our error
  • International returns may be subject to customs fees which are non-refundable

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service within 7 days of delivery. We will arrange for a replacement or full refund, including return shipping costs.

Exchanges

We currently do not offer direct exchanges. To exchange an item, please return the original item for a refund and place a new order for the desired item.

Non-Returnable Items

The following items cannot be returned:

  • Final sale items
  • Items without original tags
  • Personalized or custom-made items
  • Swimwear and lingerie (for hygiene reasons)

Late or Missing Refunds

If you haven't received your refund within 10 business days after approval, please check with your bank or credit card company first. Some processing time may be required before the refund posts to your account.