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Return Policy

Return policy

At Niel Luxe, we want you to love every piece you purchase.
If for any reason you’re not completely satisfied, we’re happy to make it right, under the guidelines below.

1. Eligibility

  • Items must be returned within 14 days of delivery.

  • Items must be unworn, unwashed, and in their original condition — including all tags and packaging.

  • Be free of stains, odors, or damage (including deodorant or makeup marks).

    Items returned in less-than-perfect condition will not be eligible for credit.

  • For hygiene reasons, accessories, undergarments, and sale items are final sale and cannot be returned or exchanged.

2. How to Start a Return

To request a return or exchange:

  1. Contact us via our contact us page or email us at hello@nielluxe.com with your reason for return.

  2. Our team will respond within 1–2 business days with return instructions.

  3. Once your return is approved, please ship the item back within 5 business days. Items sent back without prior authorization will not be accepted.

Please note: Return shipping costs are the responsibility of the customer unless the item was damaged or incorrect.

Once your return is received and passes inspection, your store credit will be issued within 3–5 business days via email in the form of a Niel Luxe e-gift card.

3. Refunds & Processing

  • Refunds are issued to your original payment method once your return is received and inspected.

  • Please allow 5–10 business days for your refund to reflect, depending on your payment provider.

  • If you prefer, we can issue your refund as a Niel Luxe store credit for future purchases.

4. Exchanges

  • We do not offer exchanges.
    If you’d like a different size or color, please return your item for store credit and place a new order.
    This helps us maintain accuracy and avoid fulfillment errors.

5. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately upon receiving your order by sending pictures or other evidence of the defect or error to  hello@nielluxe.com
We will review and make it right at no additional cost to you.

6. Non-Returnable Items

The following items cannot be returned or credited:

  • Final sale or discounted items

  • Pop-up shop purchases

  • Accessories and undergarments

  • PR items, gifts, or promotional pieces

  • International Orders (all sales final)

  • Gift cards

     

  • Clearance Collection

7. Incorrect Address Policy

Please double-check your shipping address before checkout.

If an address correction is needed, contact us at hello@nielluxe.com within 24 hours of placing your order.

Once shipped, Niel Luxe will not be responsible for packages returned or lost due to incorrect addresses.
If your order is returned to us, a store credit (excluding shipping) will be issued.

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8. Missing, Lost, or Stolen Packages

If your tracking shows “Delivered” but you haven’t received your package:

  • Please contact UPS or USPS directly to open a missing package claim before contacting us.

  • We’re unable to assist without a valid claim, as carriers require the customer to file it first.

  • It’s best to open the claim as soon as possible after your package is marked delivered.

Once your claim is opened, please email hello@nielluxe.com with your claim number so we can review and assist further.

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9. Order Changes & Cancellations

If you need to change or cancel an order, please email hello@nielluxe.com within 24 hours of purchase.
Once an order has been processed or shipped, it cannot be canceled.

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10. Helpful Reminders

Before placing your order, please review our size chart and product details carefully to ensure the best fit.
Each piece is thoroughly inspected before shipment to uphold our quality standards.

Need Further Help?

We’re always here to help.
For any questions about your order or our return process, contact our customer care team at:
📧 hello@nielluxe.com

📦 www.nielluxe.com