EXCHANGE & RETURNS
NOTE: ITEMS NOT COLLECTED FROM THE LOCAL POST OFFICE. WILL BE DESTROYED. WE (WEBSHOP NAME) ARE NOT RESPONSIBLE FOR THIS.
Returns should be made to our central warehouse in China. Buyer pays all return costs + customs fees for this.
- Defective items will be refunded immediately and do not need to be returned, but photo proof will be required before the refund can be processed.
- If the size does not fit, the customer may choose a new item with the correct size free of charge.
If you are not satisfied with the items you ordered, you have the option of returning them within 14 days of receipt.
If you are not satisfied with the product you received, you can request a return form from Customer Service. Always include your order number! You can do this by sending an e-mail to the following e-mail address: Support@novamode.nz
In this case, the order must meet the following conditions:
- The order still contains all matching parts and components and the packaging has arrived exactly as the product.
- Normal handling of the product is evident, breakage due to careless handling is excluded.
- Products for which hygiene is important have been thoroughly cleaned before being returned. Bikini, Lingerie, underwear and socks cannot be returned.
- The product was found to be defective immediately upon receipt.
- We are entitled to charge the customer for the return costs. NOVA MODE is not responsible for the return costs.
- A return will be processed within 7 working days and if the conditions are met, the return will be officially confirmed within this period.
*We reserve the right to refuse returned items if we suspect the items have been used or damaged through no fault of our own.
How can I return my order?
If your order meets the above conditions, you must do the following to start the returns process.
-Send an e-mail to: SUPPORT@NOVAMODE.NZ
-Make sure the e-mail contains the following:
- Order number
- Reason for return request
- Photo of the product in case of breakage
We will then speak to you and give you the return address.
Never send the return to the sender, we will send you the correct address after you ask us. You, the customer, are responsible for the shipping costs of returning the product.
Within 24 hours all packages can be canceled without reason, please contact customer service at firstname.lastname@example.org or reply to your order confirmation.
** ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE AT THE CUSTOMER'S EXPENSE.