Refund policy
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
Due to the handmade nature of most of our products, we do not accept returns, exchanges or cancellations on handmade bags and jewelry.
All sales of handmade bags and jewelry are final.
Returns are accepted only for clothing items within 15 days of delivery, provided that:
- The item is unworn, unused and in its original condition.
- All original tags are attached.
- The item is rreturned in its original packaging.
Customers are responsible for return shipping costs unless the item arrives damaged or incorrect.
If you have any questions regarding your order, please contact us before making a purchase.
Nelena Fashion reserves the right to refuse any returns that do not meet the above conditions.
To start a return, you can contact us at nelenastudio8@gmail.com. Please note that returns will need to be sent to the following address: Georg-Hennch-Str. 31, 90431, NURNBERG
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at nelenastudio8@gmail.com.