Refund policy
Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Return Eligibility
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging.
You will also need the receipt or proof of purchase.
How to Start a Return
To start a return, please contact us first at:
Returns must be approved before sending any item back. Once your return request is reviewed and accepted, we will provide you with the correct return instructions and return address.
Please do not send your purchase back without contacting us first. Unauthorized returns may not be accepted.
You can always contact us for any return questions at contact@nanaestore.com.
Damages and Issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
We will evaluate the issue and help make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including perishable goods, custom products, personalized items, and personal care goods.
We also do not accept returns for hazardous materials, flammable liquids, or gases.
Unfortunately, we cannot accept returns on sale items or gift cards.
Please contact us at contact@nanaestore.com if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have first. Once the return is accepted, you can make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.
As stated above, the item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected your return, and we will let you know if the refund was approved or not.
If approved, you will be automatically refunded to your original payment method within 10 business days.
Please remember that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at: