Refund and Returns Policy - Nou Fashion

The Nou Fashion House Return Policy

COVID-19: We understand you may not be able to arrange a return as a result of your local public health regulations. In such cases, Nou Fashion House will be flexible in accepting late returns: the period in which a return may be requested will be extended to 30 calendar days from the receipt of your order.

Free return shipping is offered to customers located in Canada, the United States and Mexico. To return one or more items from an order, all of the following conditions must be met:

The return must be requested within 30 calendar days of the delivery date.
The item must be in its original, unused, unaltered and unwashed condition.
The item must be returned with the tags and packaging in their original condition.

Please note: Final Sale items are not eligible for return.

Footwear: when trying on footwear for the first time, we ask that clean socks be worn. Please make sure to test the footwear on a carpeted surface, so as not to damage the soles. The dust bag and/or shoe box must be returned alongside the footwear, in its original condition. Please be sure to place the shoe box inside a shipping box so as to prevent damages during transit.

Intimate apparel and swimwear: must be returned unworn, and with the original hygienic protection sticker still intact. This applies to lingerie, hosiery, underwear, swimsuits, bikini bottoms, etc.

Face Masks: in the interest of hygiene, face masks and face coverings are considered final sale.

Apparel: all original tags must still be attached to the garment(s). Be mindful of deodorant, makeup or perfume that may rub off, and beware of jewelry that may catch or tear fabric.

Self-care products (fragrances, face, body, hair, make-up): must be returned in their original packaging, unused, unaltered, and sealed.

Accessory category: must be returned with their original manuals, accessories, and manufacturer packaging. Should the product arrive wrapper-sealed, it should be returned in its original sealed condition.

Damaged/defective items: if you believe an item to be defective or damaged, please contact our Customer Care team so that they can help resolve the issue.

SSENSE reserves the right to reject any returning products that do not comply with the above stated return policy. Rejected items will be sent back to the original shipping address without any refund being processed. In order to avoid this, please contact our Customer Care team to address any issues or concerns you have regarding the item(s) you wish to return.

When requesting a return, customers must ensure to keep the return postage receipt until the refund is duly processed by Nou Fashion House. Nou Fashion House reserves the right to refuse any request for a return without this mandatory proof of return postage.

Returns

To initiate a return, please submit a request for a Return Authorization (RA) through your Nou Fashion account. Alternatively, you can contact our Customer Care team to assist you with the return process. Nou Fashion House adheres to a strict no-paper policy, so as to reduce waste. This is why shipments do not include a return slip inside the box.

Guest Orders: If you placed your order as a guest, you must create an Nou Fashion House account in order to request and manage a return yourself. If you would prefer not to create an Nou Fashion House account, you can contact our Customer Care team to help you facilitate the return.

Canada, the United States and Mexico.

Customers receive free shipping for returns.

Please follow this step-by-step guide to initiate a return request:

Step 1 – Log in to your Nou Fashion account and access your ‘Order History’.

Step 2 – Request a prepaid return label (PPL).

Step 3 – Your PPL and return instructions will be sent to the e-mail address associated with the order.
Please note that when returning products such as dangerous goods as detailed below, or certain other products, a customer experience agent will be in touch with you within one business day to advise you on necessary shipping instructions and required documentation.

Step 4 – Print the label out and carefully follow the instructions

International Returns

Customers outside of Canada, the United States and Mexico are responsible for covering the cost of return shipments and coordinating the return with their local post.

Please follow this step-by-step guide to initiate a return authorization:

Step 1 – Log in to your Nou Fashion House account and access your ‘Order History’.

Step 2 – Request a return authorization (RA).

Step 3 – An RA number and return instructions will be sent to the e-mail address associated with the order.
Please note that when returning products such as dangerous goods as detailed below, or certain other products, a customer experience agent will be in touch with you within one business day to advise you on necessary shipping instructions and required documentation.

Step 4 – Follow the instructions and coordinate the return with your local postal service.

Please ship returning international packages with your country/region’s local shipping carrier and be sure to use standard shipping. For added safety, please insure all packages and obtain a tracking number.

Exchanges

Nou Fashion House does not offer direct exchanges. We ask that you return the merchandise for a full refund and place a new order for the preferred item(s) at your earliest convenience.

Refunds

Refunds

Once the returned merchandise has been quality checked and approved, Nou Fashion House will issue a refund to the original method of payment and a confirmation e-mail will be sent to you. Please note that it can take up to 5 business days to process the return items, subject to its compliance with our Return Policy. It may take your financial institution additional time to process the transaction and update your bank statement.

Please note: shipping fees and duties will not be refunded.

Warranty

All products purchased through Nou Fashion House website, including, but not limited to, apparel, accessories, electronics, sports gear, home goods, beauty, selfcare and cosmetics items, pet accessories and any products that may be classified as dangerous goods purchased through the website are subject only to the applicable warranties of their respective manufacturers. Warranties are provided by the manufacturers and not by Nou Fashion House. Where permitted by law, Nou Fashion House disclaims all warranties and conditions relating to any products sold or distributed by Nou Fashion House, and will not be liable for failure to use any product in accordance with the manufacturer’s instructions. Please consult the user manual or contact the manufacturer for any relevant warranty information.

If you are not satisfied with your purchase, you can request a return within 30 days of our receipt of your order. The item must be in its original packaging, unused, and in unaltered condition, and otherwise, comply with our Return Policy.

Dangerous Goods

Some products sold by Nou Fashion House are or contain items considered dangerous goods (e.g., candles, fragrances, oils, pressurized canned products, electronics containing batteries) which have certain shipping restrictions and require special labeling and may require special packaging for shipment. When submitting a request for a Return Authorization through your Nou Fashion House account or when consulting with a Customer Care team member to initiate the return, you must correctly identify the product you are returning in order to receive the appropriate return instructions. Once your request has been received, we are going to reach out to you with specific instructions and a special return label will be sent to you via mail. Please note that the entire return process may take 8-12 business days. Nou Fashion House will not be liable if you fail to obtain the appropriate dangerous goods shipping label from Nou Fashion House or your carrier, or you do not follow the detailed return instructions provided to you for returning the product to Nou Fashion House.

Frequent Returns

We offer a lenient return policy to provide customers with an easy and convenient shopping experience. If you are experiencing sizing issues or consistently finding merchandise to be unsatisfactory, please contact our Customer Care team.

Frequent returns made from the same account will automatically be flagged in our system. If we notice that our return policy is being abused, we may take action in the form of blocking an account and/or canceling future orders.

Nou Fashion House reserves the right to reject returns that do not comply with our Return Policy. Returns that do not respect the policy will be sent back to the original shipping address without any refund being processed.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping Returns

To return your product, you should mail your product to: {physical address TBD}.Please speak with our customer care team to receive address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.