Returns & Refunds Policy

Last updated: 6 October 2026

If something isn’t right, eligible items may be returned within 14 days of delivery. This policy explains the conditions, process and timelines for returns, exchanges and refunds.

Table of Contents

  1. Overview
  2. Right of Withdrawal
  3. Return Conditions
  4. Custom and Made-to-Order Items
  5. Return Shipping Costs
  6. Faulty or Incorrect Items
  7. Refunds
  8. Exchanges
  9. Contact

1. Overview

We want you to be happy with your purchase. If you are not satisfied with your order, please contact us and we will do our best to help.

2. Right of Withdrawal

Customers within the European Union have the right to withdraw from a purchase within 14 days of receiving the goods, without providing a reason.

To exercise this right, visit the Withdraw from contract page or notify us by email within the 14-day withdrawal period.

Once your return is approved, the item must be sent back within 14 days.

3. Return Conditions

To be eligible for a return:

  • The item must be unworn, unused, and unwashed.
  • The item must be returned in its original condition.
  • All original labels and tags must be attached.
  • The item must not be damaged through use or improper handling.

We reserve the right to reduce the refund amount if the returned item shows signs of use beyond what is necessary to inspect its nature, characteristics, and fit.

4. Made-to-Order and In-Stock Items

Some garments are available from stock, while others are made after an order is placed.

Both in-stock and made-to-order items may be returned under the same conditions described in this policy, unless otherwise stated on the product page.

5. Return Shipping Costs

Unless the item is faulty, damaged, or incorrectly supplied, the customer is responsible for return shipping costs.

We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.

6. Faulty or Incorrect Items

If you receive an item that is defective, damaged, or not the item you ordered, please contact us within 14 days of delivery and include photographs where possible.

If the issue is confirmed, we will provide an appropriate remedy, which may include:

  • Repair
  • Replacement
  • Refund

We will also cover any reasonable return shipping costs in these cases.

7. Refunds

Once the returned item has been received and inspected, you will be notified of the outcome.

Approved refunds will be issued using the original payment method whenever possible.

Original shipping charges are refundable where required by applicable law.

Please note that your payment provider may require additional time to process the refund after it has been issued.

8. Exchanges

If you would like a different size or colour, please contact us before returning the item.

Exchanges are subject to product availability.

9. Contact

For all return and refund requests, please contact:

Email: info@nagaya.si