Please ensure that the photos clearly display the tags attached to the item(s). This will help us confirm that the tags have not been removed and ensure a smooth return process. We will process your return request within 24 hours and provide you with further instructions.
Refund Policy
RETURN POLICY
Our products are all hand-made with love and attention to detail, but we know they are not always perfect. If there's a product defect, you can submit a return request within 7 days from the date you've received all your items.HOW TO SUBMIT A RETURN REQUEST?
To initiate a return/exchange, please email us at nightnovas@hotmail.com
- Order number
- Name of the item(s) you wish to return/exchange
- Reasons for the return/exchange
- Photos of the item(s) you wish to return/exchange, clearly showing the item(s) and the attached tags.
We accept returned for Gift card or Exchange Only. Styles returned are subject to rejection if they do not satisfy the following requirements:
- The item is unworn and in original condition with all the tags still attached
- The item has absolutely no marks or stains (including makeup and spray tan)
- The item has hygiene stickers still in place (Swimwear)
- The item does not have any odor (including deodorant, perfume, body odor or washing powder)
- Earrings cannot be returned (for hygiene reasons)
- Accessories( Press on nails, necklaces, gloves and leggings) non-returnable
- A receipt and proof of purchase is available
Return
Once we confirm the item has been returned correctly, a gift card will be emailed to the email address attached to the order and valid for 12 months.
Exchanges
If you wish to exchange for a more expensive product, you will need to pay the price difference. Conversely, if the replacement item is less expensive than the original, we will email you a gift card with the difference value.
Faulty Item
We work hard to ensure every piece from our collections arrives to you in perfect condition.
However, in the unlikely event that an item is delivered as faulty, we kindly request that you notify us by email within 7 business days of delivery, and we will be more than happy to assist you.
If you receive a faulty item, our sole responsibility is to replace the item with a new one. Alternatively, if you prefer not to have the item reshipped, we can provide a gift card of the same value.
* Faulty problems include broken holes, unsewn seams, and damaged segments.
Night Novas reserves the right to address any other faults or issues not mentioned above.
Please Note:
- Please remember to keep the tracking information for your return package. To ensure a smooth return process and for the security of both our customers and our business, we kindly request that you retain the tracking information for your return package.
- The original shipping fees are non-refundable.
- Customer is responsible for shipping and duties charges on all returns or exchanges.
- And we are unable to provide shipping labels.
Lost Items
Night Novas is not responsible for customs fees, taxes. And we are NOT liable for any misplaced, lost or stolen item/s.
Night Novas is also NOT responsible for any incorrect shipping information you provide.
Store credit or refund to original payment method?
We will process your return request within 2 business days. Once it's approved, we will provide you with the return instructions.
Please note that we are only accepting return for product defect at this moment. Refunds cannot be guaranteed without prior photographic evidence of the issue.
If you find that your order information is wrong, please contact us at
Nightnovas@hotmail.Com with your order number and correct information as soon as possible. Please refer to our order cancellation page for details.
Questions?
Don't hesitate to reach out to us at
Nightnovas@hotmail.Com or the chat box on our website!
FAQ
Q: Why don't you accept return for non product defect issue?
A: We understand worry-free return is a crucial part of online shopping experience, and we are doing our best to work toward a more relaxed return policy.
To be 100% transparent, as a women-led startup brand, we don't have the funding to process returned items and resell them. Therefore, the items we receive will not likely be resold again which is not only wasteful but also unsustainable.
With that said, as we rapidly grow, we are aiming to invest in return processing warehouses to allow for worry-free returns. We really appreciate your support and patience in the meantime.
Q: What if I'm not sure what sizes I should wear as I can't return the item if it doesn't fit?
A: Don't worry! If you have any questions about sizing, our customer service team is here to help! Please reach out to us via social media messages, the chat box on our website, or our email (nightnovas@hotmail.Com) with the products you are interested in and your measurements. We will recommend the best size for you based on the material and design of the products.
Q: What counts as a product defect?
A: At night novas, we conduct thourough quality control check on every item to make sure you receive the best quality. In the unlikely event of quality issue, we are happy to provide full or partial refund based on the issue. Quality issues include but not limited to: Broken, skipped or missing stiches; significant defect in sizing; open seams' incorrect stiches per inch; etc. As all of our products are hand-made, small manual error such as loose threads may occasionally occur. If the issue doesn't affect the usability of the product, we are unable to provide full refund.
Q: My order arrived too late. Can I return?
A: While we do our best to process and ship out every order, there are many uncontrollable factors in international shipping, especially during covid-19. As stated in our shipping policy, we are not able to make any delivery time promise at this time. Therefore, we are also unable to provide refund for items arrived late. If the rare events where the process time takes too long, we will provide partial or full refund to the order on a case by case basis.
Q: I simply don't like the product I receive. Can I return?
A: We are sorry to hear that you are not 100% in love with your order! As much as we'd love to accept return for them, we simply don't have the budget to process return requests like this as a startup brand. At this time, we sadly can't accept any return requests other than quality issue. But as we grow, we will continue to search for sustainable ways for return of any reasons. As a female and minority owned startup, we really appreciate your understanding and support.