Refund, Returns & Exchanges
NUAN is happy to exchange an item bought on nuancashmere.com for a different size, provided it is returned within 30 days of the original purchase. The item must have all tags attached, be in its original condition (not washed, warn, or altered in any way) and in its original packaging upon return. Items returned without tags, not in the original condition, or received by us more than 30 days after the purchase date may not qualify for an exchange. Custom made or personalised products cannot be exchanged. A maximum of one exchange is permitted per item.
We reserve the right to refuse an exchange of any item that does not meet our requirements upon return.
When exchanging an item, it is the customers decision which shipping company to use and it is the customers’ responsibility to pay that shipping fee.
If the size you are exchanging for is unavailable/not in stock, you will be refunded in full with store credit.
Refund & Return Terms
NUAN accepts any item bought on nuancashmere.com for an exchange or refund in the case of a manufacturing defect. It must be returned within 30 days of the purchase. The item must be returned with all tags attached and in its original condition (not washed, warn, or altered in any way). Items returned without tags, not in the original condition, or received by us more than 30 days after the purchase date may not qualify for a refund.
Products purchased on sale are not eligible for a refund unless part of a standard promotional offer (for example first time subscribers 10% off discount). All sale items are final and can not be returned or exchanged. Refunds or exchanges are only available for items that are faulty or damaged.
We will not refund you if you have simply changed your mind about a product, however you can return the item and be refunded with store credit. It is the customers’ decision which shipping company to use and it is the customers’ responsibility to pay that shipping fee (unless in the case of a manufacturing defect whereupon NUAN will cover shipping costs).
Custom made or personalised products will not be refunded.
We reserve the right to refuse a refund of any merchandise that does not meet our requirements.
If you return a faulty good on which you received a discount/offer, only the amount paid will be refunded.
Claiming Exchanges and Refunds
If you want to return or exchange an item that you bought on nuancashmere.com, please send an email to firstname.lastname@example.org explaining the issue. A member of our friendly customer service team will assess your claim and, upon finding it valid, will send you a return label, shipping adress, and any other instructions. In the case of a manufacturing defect, we would also greatly appreciate it if you could email attached photos of the defect for the purpose of our much prided quality control.
We will respond to emails within 3 working days. Please note that various payment providers have different processing times and it may take a number of working days for refunds to be processed. We are not responsible for damage or loss of products during delivery.
Items bought in Store or at a Trunk Show
We do not exchange or refund items that were bought in a store or at a trunk show. Products bought in store are subject to that particular store’s exchange and return policies. Nor can nuancashmere.com refund or exchange items bought in store or at a show.