Refund policy

Returns & Refund Policy – Nestilia

Thank you for shopping at Nestilia. We want returns, refunds, and exchanges to be simple and transparent. Please review the policy below.

Policy at a Glance

• Return window: 30 days from the delivery date
• Inspection: within 3 business days of receiving your return
• Refund: issued within 7 business days of approval, to your original payment method
• Return shipping: paid by the customer, unless the item is defective, damaged, or incorrect

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Return Conditions

• Return window: your return request must be submitted within 30 days of receiving your order.
• Product condition: items must be unused, in their original packaging, with all tags and labels attached.
• Proof of purchase: your order number or order confirmation email is required.
• Exceptions: personalized or custom-made items, and hygiene-related products (such as underwear, earrings, or items that touch the skin), can only be returned if they are unopened and unused. Gift cards are non-refundable.

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How to Return an Item

1. Contact us at contact@nestilia.com with your order number, the reason for the return, and photos if the item is damaged or incorrect.
2. Receive your Return Authorization (RA) number and the return address from our support team. Please do not ship anything before you receive it.
3. Pack the item securely in its original packaging, including any accessories, and write the RA number clearly on the outside of the package.
4. Ship the package using a trackable shipping service and keep your tracking number. We cannot be responsible for returns that are lost in transit without tracking.

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Refund Process

• Inspection & approval: we inspect returned items within 3 business days of arrival and email you the outcome.
• Refund processing: approved refunds are issued within 7 business days to the original payment method.
• Confirmation: you will receive an email once your refund has been completed.
• Delayed refunds: depending on your bank or card issuer, it can take an additional 5–10 business days for the refund to appear on your statement. If it has not arrived after that, contact your bank first, then our support team.

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Exchanges

We do not offer direct size or variant exchanges. To change a size or variant, return the original item for a refund (within 30 days, unused, in original packaging) and place a new order for the item you want.

For defective, damaged, or incorrect items, see Special Cases below — in those cases we cover the return and send a free replacement or a full refund.

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Special Cases

• Damaged on arrival: please report it within 7 days of delivery with photos of the product, the packaging, and the shipping label (see our Shipping Policy). We will send a free replacement or issue a full refund — no return required in most cases.
• Defective products: contact us within 30 days of delivery. We cover the return shipping and provide a replacement or a full refund.
• Incorrect item received: contact us and we will cover all return costs and ship the correct item.
• Lost shipments: if your order has not arrived within the expected delivery window, contact us and we will open an investigation with the carrier and replace or refund the order if it is confirmed lost.

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Order Cancellations

Orders can be cancelled within 24 hours of being placed. After that, the order enters processing and can no longer be cancelled, but it can be returned under this policy once delivered. See our Shipping Policy.

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Contact & Company Information

Email: contact@nestilia.com
Support hours: Monday–Friday, 9:00 AM–6:00 PM ET (New York). Closed Saturday, Sunday, and public holidays.

Store name: Nestilia
Company name: Robur Commerce BV
Registration number (KvK): 93475454