Refund policy
Refund Policy
Recommended return timeframe
To help us process your return as quickly as possible, we recommend contacting us within 7 days of receiving your order. Starting the return within this timeframe helps us coordinate with our fulfillment partner and resolve your request more efficiently.
This 7-day recommendation does not reduce any longer return period stated in this policy or any mandatory consumer rights that apply to your order.
Right of Withdrawal (EU/EEA Customers)
If you are located in the EU or EEA, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period is 14 days from the day you, or a third party indicated by you, received the last item of your order. The 14-day withdrawal period is counted in calendar days. If the final day falls on a weekend or public holiday, the deadline may move to the next working day where required by applicable law.
To exercise your right of withdrawal, log in to your account and submit a return or cancellation request at https://account.nessabella.com. Alternatively, contact us at customerservice@nessabella.com before the withdrawal period expires.
After submitting your request, you must return the items within 14 days. We will refund the eligible payments, including the cost of the standard delivery option paid at checkout, without undue delay and within 14 days of receiving your withdrawal request. We may withhold the refund until we receive the returned items or proof that you have sent them back.
Return shipping costs
For change-of-mind returns, the customer is responsible for the return shipping cost. We will provide return instructions upon request.
If an item is defective, damaged, incorrect, or not as described, please contact us before returning it. We will help arrange the appropriate return solution.
This does not limit any mandatory consumer rights that apply to your order.
Exceptions and reduced refunds
The right of withdrawal may not apply to:
- Custom or personalised items
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Sealed goods that have been unsealed after delivery and are not suitable for return for hygiene reasons
Customers may inspect an item as they would in a shop. However, if an item has been worn beyond a normal try-on, washed, damaged, or handled beyond what is necessary to assess its nature, characteristics, and function, we may reduce the refund to reflect any loss in value, where permitted by applicable law.
General Return Policy (All Customers)
We have a 14-day return policy, which means you have 14 days after receiving the last item in your order to request a return. To be eligible for a full refund under our general return policy, items should be returned in their original condition: unworn except for a normal try-on, unused, unwashed, with tags attached and in their original packaging. If an item has been handled beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any loss in value where permitted by applicable law.
To start a return, contact us at customerservice@nessabella.com and we will provide you with return instructions.
You can always contact us for any return question at customerservice@nessabella.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we may evaluate the issue and make it right.
Refunds
We will notify you once we have received and inspected your return. If approved, we will issue your refund to the original payment method within 14 calendar days after receiving the returned items or proof that you have sent them back. We may withhold the refund until we receive the items or proof of shipment.
Your bank or card issuer may need additional time to process the refund. If you have not received your refund 14 days after we confirm that it has been issued, please contact us at customerservice@nessabella.com.