Returns & Refunds Policy​

 

​​At Nelana, your satisfaction is our priority!

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We have a 14 day return policy, meaning you have 14 days from receiving your item to request a return for store credit, which can be used to exchange your item. Refunds are only issued for faulty or damaged items, or if the items were purchased at full price (no discount code was used).

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Please note: Items purchased on sale, during a promotion, or with a discount code are not eligible for a refund. These orders may still be returned for store credit if they meet the return requirements below.

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Please note: Original shipping fees are non-refundable and will not be included in any refund or store credit. If a refund is approved, it will apply to the item value only.

 

It is the customer’s responsibility to read and understand our store policy before purchasing.

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RETURN REQUIREMENTS

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To be eligible for a return, items must be:
✔ Unworn and unused and in their original packaging.
✔ Free from deodorant marks, fake tan, makeup stains, lint, pet hair (inside and outside of garment) or odours.
✔ Neatly folded and in original condition.

✔ All returns must contain a note inside stating the order number.

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IMPORTANT

Please ensure the clothes are neatly folded and are in their original condition/packaging to ensure your return is accepted. Your return will strictly not be accepted if this is not followed.

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Items returned in a condition that does not meet our return policy may be returned to the customer at the customer’s expense.

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By initiating a return, you acknowledge and agree to these requirements. Your return will strictly not be accepted if this is not followed.

 

HOW TO START A RETURN

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Contact for returns:

Please email support@nelanathelabel.com to obtain the returns postal address.​

 

For added security we recommend using a traceable return service as Nelana cannot be held responsible for items lost in transit.

 

​Processing time:

Please allow up to 7 business days from the date your return is received for us to process it.

 

EXCHANGES

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Exchanges are processed as store credit. Once your return is approved, you’ll receive store credit to place a new order for your desired item.

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Return Shipping: The customer is responsible for return postage. 

 

Return shipping costs and original shipping fees are the responsibility of the customer and are non-refundable.

 

FAULTY ITEMS

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Check your order when it arrives! If it’s faulty, damaged, or incorrect, contact us immediately at support@nelanathelabel.com and we’ll sort it out.

• Faulty items must be returned within 30 days.

• If confirmed faulty, you’ll receive a replacement or refund, and we’ll cover return shipping.

• After 30 days, faults are considered wear and tear and cannot be returned.

Crease lines from folding during transit are normal and will disappear after washing or steaming.

 

REFUNDS & STORE CREDIT

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Refunds are only issued for items that are faulty, damaged, or purchased at full price with no discount code applied.

Items purchased on sale, during a promotion, or with a discount code are not eligible for a refund. These orders may still be returned for store credit if they meet the return requirements above.

 

If an item doesn’t fit or you change your mind, we offer store credit instead of a refund. Store credits are emailed once the return is approved. Please allow up to 7 business days for processing after your return is received at our warehouse (check your junk mail!).

 

NON-RETURNABLE ITEMS

 

We cannot accept returns on:​ Gift cards, Hats, Clearance items.

 

Clearance Items: All clearance items are final sale and cannot be returned or exchanged.

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For any questions, email support@nelanathelabel.com – we’re happy to help!

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