Return, Exchange & Refund Policy

Thank you for shopping with Designs by Niella. We take care to inspect and package every item before dispatch. Please read this return, exchange, and refund policy carefully before placing an order. By placing an order on our website, you agree to the terms below.

Return request window

Customers may request a return or exchange within 48 hours / 2 days after delivery. The 48-hour period starts from the time the order is marked as delivered by the courier, dispatch rider, or delivery confirmation record. Return requests made after 48 hours will not be accepted, except where required by applicable consumer protection law.

Eligible returns

Returns may be accepted only if the item delivered is defective or damaged, the wrong item, color, or size was sent, the item received is clearly different from what was ordered, or the item has a major fault that was not disclosed before purchase. The item must still be in the same condition it was delivered.

Items must be unused

To qualify for a return, the item must be unworn, unwashed, unstained, unperfumed, unaltered, undamaged, free from makeup, body cream, deodorant marks, sweat, hair, odor, or signs of use, and returned with all tags, labels, packaging, accessories, buttons, belts, dust bags, or extras that came with it. Any item that appears used, worn, washed, damaged, stained, scented, or altered will not be accepted.

Non-returnable items

For hygiene and quality-control reasons, the following items cannot be returned or exchanged unless they arrive damaged, defective, or incorrect: bodysuits, swimwear, lingerie, underwear, white or light-colored clothing, sale items, clearance items, custom-made items, pre-order items, items altered to the customer's request, accessories, jewelry, hair items, and items bought with discount codes unless faulty.

Size issues

Customers are responsible for checking the size guide before placing an order. Returns or exchanges for wrong size selection may be accepted at our discretion only if the request is made within 48 hours of delivery, the item is unused and in perfect condition, the requested replacement size is available, and the customer pays all delivery costs for return and redelivery. We do not guarantee size exchanges after purchase.

Color differences

Colors may appear slightly different due to lighting, photography, editing, screen brightness, or device display settings. A slight color variation does not qualify as a defect.

Damaged or wrong items

If you receive a damaged, defective, or incorrect item, you must contact us within 48 hours of delivery with your order number, clear photos and/or videos of the item, clear photos of the packaging, and a description of the issue. Claims without photo or video evidence may not be accepted. Please do not wear, wash, alter, or attempt to repair the item. Once an item has been used, the return may be refused.

Inspection before approval

All returned items will be inspected when received. A return approval does not mean the refund or exchange is automatically guaranteed. We reserve the right to reject any return that does not meet our return conditions. If the item fails inspection, it will be returned to the customer, and the customer will be responsible for the delivery cost.

Return delivery cost

Customers are responsible for return delivery costs unless we sent the wrong item, the item was damaged before delivery, or the item has a confirmed manufacturing defect. If the return is due to customer error, including wrong size selection, change of mind, wrong address, or refusal to accept delivery, the customer will be responsible for all delivery costs. Delivery fees are non-refundable.

Exchanges

Exchanges are subject to availability. If the requested replacement item is unavailable, we may offer store credit, a different item of equal value, or a refund where applicable. Only one exchange is allowed per order.

Refunds

Refunds are only issued after the returned item has been received, inspected, and approved. Approved refunds may be processed to the original payment method or as store credit, depending on the situation. Refund processing may take 3-10 business days, depending on the payment provider or bank. Delivery fees, dispatch fees, service charges, and payment processing fees are non-refundable unless the issue was caused by us.

Store credit

Where applicable, store credit may be issued instead of a cash refund. Store credit can only be used on our website or official sales channel, cannot be withdrawn as cash, cannot be transferred to another person, and must be used within 60 days.

Failed delivery or refused delivery

If a customer refuses delivery, is unavailable, provides an incorrect address, or fails to respond to the courier, the customer may be required to pay another delivery fee. If the order is returned to us because of failed delivery, delivery fees will not be refunded.

Change of mind

We do not accept returns simply because a customer changed their mind after delivery. Please confirm your item, size, color, delivery details, and order information before completing your purchase.

Order cancellation

Orders can only be cancelled before they are processed or dispatched. Once an order has been dispatched, it cannot be cancelled. The customer must wait to receive the item and follow the return process if eligible.

How to request a return

To request a return, contact us within 48 hours of delivery through the contact details on our website or our official sales channels. Please include your full name, order number, item name, reason for return, photos/videos showing the issue, and delivery confirmation details. Return requests without the required details may be delayed or rejected.

Important notice

We reserve the right to refuse returns from customers who abuse the return policy, make false claims, return used items, damage items after delivery, or repeatedly request suspicious returns. This policy does not affect any rights customers may have under applicable consumer protection laws.