RETURNS & EXCHANGES
IN WHICH CASES CAN I EXCHANGE OR RETURN AN ITEM?
- I chose the wrong size and I’d like to change it
- The product is not what I expected, and I’d like to return it or exchange it with another one
- I received my order in poor conditions
In any case, the products that will be exchanged or returned must be in pristine conditions and show no evident signs of being used, or else no exchange or return will be carried out. It is your responsibility to provide adequate packaging to make sure that the items arrive to NELIPOTS in perfect conditions. If you have trouble finding a suitable packaging, we suggest using the original box that your order came in. If the items are received in poor conditions, we won’t be able to carry out the return as requested.
The time window in which you can exchange or return an item lasts 14 days, starting from the day the order is delivered.
HOW CAN I DEMAND AN EXCHANGE OR A RETURN?
Visit our Returns Centre.
Once you have fulfilled our Returns Center's form, our Customer Support team will reach you to guide you with your item exchange.
- International exchanges: Regarding international exchanges, our Customer Support team will explain you the process and give you the information about the corresponding costs.
Once you have fulfilled our Returns Center's form, our Customer Support team will inform you about the address to ship the return. Make sure to fill in the exchanges and returns form included in your order and to incorporate it in the package you are returning. After the package arrives to our facilities, you will receive a confirmation email, informing you that the amount will be sent to your account in about 2-3 working days. You will receive the amount in the same way you made your purchase, through a refund processed by PayPal or a return in your credit card.
NELIPOTS won’t be held responsible for any misplaced packages, and it will be the client’s responsibility to make sure the package arrives to our facilities in perfect conditions.
WHICH IS THE TIME WINDOW TO DEMAND AN EXCHANGE OR A RETURN?
The time window in which you can demand an exchange or a return is of 14 days after the order is delivered.
WHAT’S THE PRICE OF AN EXCHANGE OR A RETURN?
The exchange-related costs will always be at the client’s expense. The cost for an exchange will be 5,95€, which corresponds to the cost of delivering the new item and collecting the exchanged one.
Regarding international exchanges, our Customer Support team will inform you about the procedure to follow and the corresponding costs.
Orders of €200 or more that have enjoyed free shipping will have a fee of €5.90 in concept of management fees, in case of full return of the order.
If you wish to exchange a product for a different one with a different price, the difference will be charged by bank transfer or PayPal.
In terms of returns, you will only have to ship the item you want to return to the address we provide, and the shipping costs are at the buyer’s expense.