Refund policy

Returns & Refunds

We want you to feel confident when shopping with Nia & Rose. If your purchase isn’t quite right, we’re here to help.

Return Requests
Email support@niaandrose.com within 14 days of receiving your order, with your order number and the item(s) you wish to return. Once reviewed, we will send you the return address and instructions. Please do not ship anything before receiving them.

Return Eligibility
Items must be unworn, unused, with all original tags, in the original packaging and presentation box, and free from wear, damage, alterations, perfume, makeup or stains. All returns are inspected on arrival, and returns that do not meet these requirements may be declined.

Sale & Promotional Items
Items purchased on sale, or with a promotional offer or discount code, are final sale and are not eligible for return or refund. The only exception is purchases made with the welcome discount code, which are not final sale and remain eligible for return under this policy.

Return Shipping
For standard returns, the customer pays the return shipping. We recommend a tracked service, as we cannot be responsible for parcels lost in transit. If your item arrives damaged, defective or incorrect, Nia & Rose will cover the return shipping (see “Damaged or Incorrect Items” below).

Refunds
After your return is received and inspected, we will email you. Approved refunds go to the original payment method and typically arrive within about 15 business days, depending on your bank or payment provider. Shipping fees paid at checkout are not refundable.

Customs, Duties & Taxes on Returns
Import duties and taxes charged by your country are paid to your local customs authority, not to Nia & Rose, and are therefore not included in your refund. Depending on your country, you may be able to claim them back from customs when returning goods, so we recommend keeping your customs paperwork.

Exchanges
We do not offer direct exchanges. For a different size or style, place a new order and return the original item under this policy.

Refused or Unclaimed Parcels
If a parcel is refused, or the recipient does not pay the customs charges due, the parcel may be returned to us or held by customs. In this case, the cost of the return shipment is the responsibility of the customer, and the order is not eligible for a refund. See our Shipping Policy for more details.

Damaged or Incorrect Items
If your order arrives damaged or if you receive an incorrect item, please contact us within 7 days of delivery at support@niaandrose.com with your order number and photos of the item and packaging. In these cases, Nia & Rose will cover the return shipping cost.

Need Assistance?
Panama Office: +507 6849 6064
Email: support@niaandrose.com