Return & Refund Policy
Return & Refund Policy – Nicola London
At Nicola London, we are committed to offering our customers first-class service and a smooth shopping experience. Our return and refund policy has been carefully designed to ensure maximum customer satisfaction, subject to certain conditions. Please review the guidelines below before returning any item.
30-Day Right of Withdrawal
Right of Withdrawal (Return of Goods)
You have the right to withdraw from your purchase within 30 days from the date you received your item, without giving any reason. The withdrawal period starts on the day after you receive your order. This right applies to all products except promotional and sale items.
Order Cancellation
Orders must be cancelled within 24 hours of being placed. After this period, the order can no longer be cancelled, and you will need to await delivery. Once your package has been received, you may initiate a return process in accordance with this policy.
Return Guarantee on New Products
We offer a full return guarantee on all new products, excluding items purchased during promotions or sales. Discounted products cannot be returned or exchanged, even if the size does not fit.
Return Costs
All return costs are the responsibility of the customer, including any customs duties. Returns must be sent to our supplier in China, as instructed once the return request has been approved.
Nicola London does not refund return shipping costs and is not liable for any fees or charges incurred during the return process, including customs or import duties.
Important: Do not return your parcel to the address printed on the shipping label. This is a general return facility of the carrier and is not our warehouse address. Parcels sent to this address will not reach us and cannot be refunded. Always contact us first for the correct return instructions.
Return Timeframe
Returns must be requested within 30 days of receiving delivery, using our return form.
After this period, no returns will be accepted, unless the item is defective.
No Exchanges on Sale Items
Products purchased on sale cannot be exchanged, even if the size does not fit.
We strongly advise checking your size carefully before completing your purchase.
Guarantee on Defective Items
We offer a full guarantee on items that are defective or contain manufacturing faults.
If an item is defective, you may choose either a full refund or an exchange, depending on your preference.
Misuse of Multi-Buy Promotions
Our promotions must not be misused by ordering multiple sizes or colours with the intention of keeping only one.
In cases of misuse, returns will only be accepted in exchange for store credit. Store credit will be applied to your account once the return has been received in good condition at our warehouse.
Return Process
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Submit a Return Request
Email us at info@nicolalondon.co.uk to initiate your return and state whether you prefer a refund or an exchange. -
Wait for Approval
Once approved, you will receive detailed instructions on how to proceed. -
Send Back the Product
The return address will be provided upon approval of your request. -
Refund
Refunds are processed within 14 business days after the returned item has been received and inspected.
We recommend using a trackable shipping method, as Nicola London is not responsible for returns that are lost or delayed in transit.
Mandatory Return Form
All returns must include a correctly completed return form. Returns sent without this form cannot be processed.
Summary
Nicola London is dedicated to ensuring your satisfaction. By following this return and refund policy, we can resolve matters quickly, fairly, and efficiently.
If you have any questions, please contact our customer service team at info@nicolalondon.co.uk.