Returns
We hope your nuãei piece is everything you imagined. If it is not quite right, returning it is simple, you have 30 days from the day your bag arrives to start a return.
Your bag should come back to us unworn and just as it arrived, with its tags and original packaging.
Do you offer free returns?
Yes for our UK customers, only. At the moment, we offer complimentary returns for our UK customers - follow the "How do I start a returns?" step below for further details.
For customers outside the UK, return shipping costs are not currently covered, so you’ll need to arrange and cover the cost of sending your bag back to us.
If you have any questions about a bag before placing your order, we’d love to help you feel confident in your choice. Chat with us via live chat for the quickest response, or email us at hello@nuaei.com. Whether you’d like to know more about the size, colour, fit or details of a bag, we’re always happy to help you find the right one before you order.
How do I start a return?
To start a return, simply email us at hello@nuaei.com with your order number and the item you’d like to return. Our team will take care of the rest.
UK Returns
Once we receive your request, we’ll generate a prepaid returns label and email it to you, along with everything you need to send your bag back to us.
International Returns
For customers outside the UK, we’ll email you the return address along with a simple checklist of everything needed to complete your return. Return postage will need to be arranged and covered by you, and we recommend using a tracked service so your parcel can be safely followed on its way back to us.
Once you’ve received your return instructions, please send your bag back to us within 7 days.
What if something isn't right?
If your bag arrives damaged or faulty, or it isn't what you ordered, email us at hello@nuaei.com before sending anything back. We'll put it right and cover the cost of the return. You won't be left out of pocket.
When will I get my refund?
Once your bag reaches us and passes a quick check, we'll refund your original payment method within 5 working days. Depending on your bank, it can sometimes take a little longer to appear.