Returns and refunds
Are you not satisfied with your purchase and want to return or exchange it? Don't worry, we're here to help! You have the option to return or exchange your purchase up to 14 days after receiving delivery. This process is simple and direct and involves the following steps:
Step 1: Contact us by sending an email to nancylondon.shop@gmail.com and tell us if you want to make a return or exchange. We will immediately send you our return form.
Step 2: Fill out the attached return form found in your package. Make it clear which items you want to return and whether you prefer a refund or exchange. Please ensure that returned items are unworn, unwashed, have tags attached and are in resalable condition.
Step 3: Select a carrier of your choice and return the package to us within 14 days from the date of receipt.
Step 4: Once we receive your return in our warehouse, we will process it within 10 business days. Our returns department will keep you informed of the status of your return by email.
Step 5: If a customer refuses to accept the package upon delivery, an additional fee of €15 will be charged.
FAQ:
Return Policy: Our returns policy grants you the right to return your order within 14 days of receipt without giving any reason. Please ensure items are unworn, unwashed, have tags attached and are in suitable condition for resale. Please note that we do not accept returns on items purchased during a promotion or sale. Items purchased during a sale can only be exchanged for another product or a voucher.
Return shipping costs: Return shipping costs are the responsibility of the customer and vary depending on the courier service and the country from which the package is returned.
Duration of product exchange: If you tell us that you want to exchange a product, we will take care of it as quickly as possible so that the exchange is made within a few days.
Exchange Products Unavailable: If the exchange product you wish to exchange is not available, please contact our customer service team who will provide you with information on the estimated delivery time. If your product runs out of stock in the meantime and you have already created a return, we will contact you to find a solution together.
Find your order number: You will find your order number in the confirmation email you received after placing your order. It is a five-digit code. If you have not received this email or require further assistance, our customer service team will be happy to assist you.
Damaged or Defective Products: If a product is damaged or defective during shipping or production, please contact our customer service team and send a photo of the claim to nancylondon.shop@gmail.com. Our customer service will contact you as soon as possible to find a solution.
Late returns: We recommend that you send your return within 14 days before it expires. If for any reason this is not possible, we will offer you the option of exchanging the product for a replacement or a voucher. Please contact our customer service for more information.
Refund Duration: Our goal is to process returns as quickly as possible. Once your return is received in our warehouse, it will be processed within 10 business days. In your Track & Trace code, which you will receive with your return, you will be able to track when the package arrived at our warehouse. The 10 working days begin to count from that moment. Once the refund is completed, you will receive a notification. Please note that it may take up to 3 days for the refund to appear in your bank account.
Please note that this policy is subject to change at any time without notice. We strongly recommend our customers read our cancellation policy carefully before placing an order to avoid any potential confusion or misunderstanding.
Contact:
Ms Zhou
+86 188 0204 4979
Address :
+86 188 0204 4979
Return Address :
Hao ke dong jie
No.29, Shi xi, Ruibao street, Haizhu District
Guangzhou City, Guangdong 510000
Contact: Ms Zhou
