Refund policy
Returns & Refunds
We want you to feel confident when shopping with Nia & Rose. Please review the conditions below before requesting a return.
Return Requests
Email support@niaandrose.com with your order number and the items you wish to return.
Eligible returns must be requested and shipped back within 14 days of delivery. The shipping date is the date the return parcel is handed to the carrier, not the date it arrives at our facilities.
Please contact us promptly so we can provide the return address and instructions. Do not ship your return before receiving these instructions. We recommend trying on your items upon receipt to allow sufficient time for a return.
Proof of purchase is required.
Return Eligibility
Unless otherwise required by applicable law, returned items must meet all the following conditions:
- Be unworn, unused, unwashed and unaltered.
- Have all original tags attached.
- Include the original packaging and presentation box.
- Be free from perfume, makeup, stains, damage and signs of wear.
- Not have been worn for events or used in photography shoots, social media content or commercial activities, beyond trying on the item to assess its fit.
All returns are inspected upon arrival. Returns that do not meet these requirements may be declined. Trying on an item to assess its fit is permitted, provided it remains in its original condition.
Sale & Promotional Items
Items purchased on sale, with a promotional offer or with a discount code are final sale and are not eligible for return or refund.
The exception is purchases made with the welcome discount code, which remain eligible for return under this policy.
Final sale exclusions do not limit your rights concerning damaged, defective or incorrect items, or any rights available under applicable consumer protection laws.
Return Shipping
For standard returns, the customer is responsible for return shipping costs and arranging the shipment.
Please use a tracked service and retain proof of shipment until your return has been received and processed. Nia & Rose does not provide prepaid return labels for standard returns.
If your item arrives damaged, defective or incorrect, contact us before arranging a return. Nia & Rose will cover the return shipping cost in these cases.
Refunds
Once your return has been received and inspected, we will email you to confirm whether your refund has been approved.
Approved refunds are issued to the original payment method. Please allow approximately 15 business days from refund approval for the funds to appear, depending on your bank or payment provider.
Original shipping fees are not refundable for standard returns. This exclusion does not apply where reimbursement is required due to a damaged, defective or incorrect item, or under applicable law.
Customs, Duties & Taxes
Import duties, taxes and customs fees paid directly to a carrier or customs authority are not collected by Nia & Rose and are not included in refunds issued by us.
Depending on your country, you may be able to claim these amounts back from the relevant customs authority when returning goods. Please retain your customs documentation.
Exchanges
We do not offer direct exchanges. To purchase a different size or style, return the original item under this policy and place a separate order for the replacement.
A replacement order does not guarantee approval of the original item’s return. Availability and pricing apply at the time of the new purchase.
Damaged, Defective or Incorrect Items
Please inspect your order upon receipt. If an item arrives damaged, defective or incorrect, email support@niaandrose.com promptly with your order number, a description of the issue, and photographs of the item and packaging where possible.
We ask that you report visible issues within 7 days of delivery to help us resolve them promptly. This reporting period does not limit any rights or remedies available under applicable consumer protection laws.
Nia & Rose will cover the return shipping cost for confirmed damaged, defective or incorrect items and provide instructions for resolving the issue.
Refused or Unclaimed Parcels
If a parcel is refused, left unclaimed or returned because customs charges have not been paid, please contact support@niaandrose.com.
Return shipping and other charges arising from a refusal or failure to collect may be the customer’s responsibility. Any refund eligibility will be assessed according to the circumstances and applicable law.
Consumer Rights
This policy does not exclude, restrict or replace any rights or remedies that cannot lawfully be excluded under applicable consumer protection laws.
Contact Us
Email: support@niaandrose.com
WhatsApp: +507 6849-6064