Return & Refund Policy

Last updated: 27 August 2026

You have 30 days to change your mind. Here is exactly how it works, what it costs and who pays for what.

Your right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive your order to cancel it, without giving a reason. You then have a further 14 days to send the goods back. See our cancellation page for the form and the exact wording.

Our extended 30-day returns guarantee

Beyond the statutory period, Nelvoire gives you 30 days from receipt of your order to send an item back to us.

Return conditions

To be eligible for a return, the item must be:

• in the same condition in which you received it;
• unworn, unwashed and unused;
• in its original packaging, with all tags still attached.

How to start a return

Email support@nelvoire.com with your order number and the reason for the return. Our team replies within 24 working hours with the return address and shipping instructions.

Never send a parcel back before you have our written confirmation. Returns shipped without prior agreement cannot be processed.

Return postage

Return postage is paid by the customer. We recommend a tracked service: without proof of postage we cannot guarantee that your parcel reaches us.

We cover the return cost in full in the following cases:

• the item you received is faulty or damaged;
• the item you received is not what you ordered (wrong style, wrong size, wrong colour);
• your parcel arrived incomplete.

In these situations, contact us within 7 days of receipt with a photo of the product and the packaging. We then arrange the return at our expense, or send a replacement or refund directly.

Return address

The return address is sent to you by email once your request is approved. Because our items ship from several warehouses, the return address depends on where your order came from and is not the same as our registered office. Please do not send anything back to the registered office address.

Non-returnable items

Final sale items, items damaged through use, underwear and swimwear (for hygiene reasons) and items returned without their original tags are not eligible for return.

Refunds

Once we have received and inspected your return we email you to confirm whether the refund has been approved. If approved, the refund is issued to your original payment method within 10 working days. Depending on your bank or card issuer, it can take a few extra days for the money to appear on your statement.

Faults and issues

Please check your order as soon as it arrives and contact us within 7 days if an item is faulty or damaged, or if you received the wrong item, so that we can put it right. This does not affect your statutory rights under the Consumer Rights Act 2015.

Exchanges

The quickest way to get the item you want is to return the one you have and place a new order once the return has been accepted.