Providing Seamless Refund Processes for Our Customers
Nena Couture Returns and Exchanges Policy
This Returns and Exchanges Policy applies to all purchases made through our website nenacouture.com, any related mobile application, and any other related website or application that directs you to this Returns and Exchanges Policy.
Online purchases made through this website are valid for credit, exchange, or refund within 30 days from the shipping date. Your packing slip provides a postmark that indicates the last day how have to return your purchase(s) by mail.
All returns or exchanged items must be undamaged, unwashed, and unworn with all tags attached. These items must include the packing slip and custom documents (if applicable).
Merchandise on sale, clearance items, and gift cards/e-gift cards are all final sale and cannot be returned unless required by law.
Arbitration Notice: Except if you opt-out and except for certain types of disputes described in the below arbitration section, you agree that disputes between you and nenacouture.com and all related businesses will be resolved by a binding, individual arbitration. You also waive the right to participate in a class-action lawsuit or class-wide arbitration.
- U.S. Domestic Purchase
To return your items by mail and to create a prepaid label, please visit our Returns section or sign in to your account and click My Orders to select the order that you would like to return. After that selection, click View Details then click Return and complete the provided return instructions. Please use this section for standard U.S. returns.
Your Order Confirmation email will provide you with an order number. Our Returns Page will request this order number and the billing zip code you provided when you ordered the item(s).
Once you enter the site:
Select the item(s) you wish to return and provide the reason for your return.
Select how you would like to return the item(s).
Follow the instructions on the pop-up prepaid shipping label.
Make sure the information on your Return and your Return Summary is correct then select “Submit.”
Your prepaid shipping label and packing slip will be emailed to your provided email address.
Print the prepaid shipping label and securely pack your item(s) and packing slip in a box or envelope. You may also reuse, if possible, the original package.
Affix the prepaid shipping label to the outside of your package and make sure no other tracking labels are showing.
Please note that the cost of each prepaid return shipping label will be deducted from your refund amount. In addition, any shipping/handling charge that you paid is non-refundable unless you received your item(s) defective, damaged, or the incorrect one.
Please take your package to your nearest U.S. post office or UPS center.
Refunds will be issued in the original form of payment. Please allow 2–3 weeks from the return ship date for your account to be credited, and 1–2 billing cycles for the credit to appear on your statement. If you made the purchase using a gift/e-gift card or credit, refunds will be issued to the original card that was used. This refund amount will include only the amount paid after any discount or reward credit was applied to the returned item(s), and it will not include any shipping/handling charges unless the returned item(s) were defective, damaged, or you were sent the wrong one(s).
You can track the status of your return with your confirmation email or on the UPS website.
- International Purchase
If for any reason you are dissatisfied with your purchased item(s), returns (with the exception of promotional or sale) are accepted within 30 days of the shipping date.
Items that are marked Final Sale are ineligible for a return or refund. The postmark date on the packing slip specifies the last day you have to return the merchandise item(s) by mail. If you choose to return the item(s), GLOBAL E, FLOW IO, will provide you with a refund of the original item(s) price(s) (subtracting any return shipping charges) and any duties and taxes originally paid on the item(s) in the same currency and using the same exchange rate as your original order.
Please note that you will still be responsible for the original shipping charges, and you will not be reimbursed for any shipping amount charge that you paid for the initial delivery of the item(s). Returned item(s) must not have been worn, washed, altered, and all original tags must be attached. They must also be returned in the original packaging. All returned items must be accompanied by the packing slip from the order and customs documents (if applicable).
To start, please go to the GLOBAL E, FLOW IO returns portal and follow the instructions. You may create a prepaid return shipping label and drop it off at the nearest DHL office. If you have any questions or need assistance, please contact us at nena@nenacouture.com, Attn: International Returns, or (818) 208-9064 where will assist you with instructions on where the return should be sent and also your refund amount, minus any taxes and duties paid.
Refunds will be credited to you by GLOBAL E, FLOW IO in the same currency as your original order in the form of the original payment. The cost of return shipping will be deducted from your refund. Original shipping charges will not be refunded.
Refunds will be issued in the original form of payment. Please allow 4–6 weeks from the return shipping date for your account to be credited and 2–3 billing cycles for this credit to show up on your statement. This refund amount will only be the amount you paid minus any discount or reward that was applied to the returned item(s). The refund will also not include the shipping charge paid by you unless you are returning a defective, damaged, or the wrong item(s) was sent to you.
- Alaska, Hawaii, U.S. Territories Purchase
Your package includes an order invoice, a return form, customs documents (as applicable), and a preprinted merchandise return label.
On the return form, please check off the item(s) to be returned and the reason(s).
Securely pack your item(s) and packing slip in a box or envelope. You may also reuse, if possible, the original package.
Affix the preprinted return label to the outside of the package. Please note that this preprinted return label is not prepaid and that you will have to pay all return shipping costs. In addition, any of these shipping charges paid by you are non-refutable, except if the item(s) was defective, damaged, or if the wrong item(s) were sent to you.
- Defective, Damaged, or the Wrong Item(s) Sent
Should you receive defective, damaged, or the wrong item(s), please return this merchandise to our return address within 30 days from the ship date. This refund will include only the amount paid by you after any discount or reward was applied to the returned item(s) plus any original shipping charge you paid and the return shipping costs only if a copy of the shipping receipt is attached to the return form. We recommend using a carrier service that provides tracking. Also, please note that only standard carrier services will be refunded.
To ensure the proper processing, please specify the return reason on the return form. If applicable, please also specify the damage, defect, or wrong item(s) on the return form. When we receive your return package, we will inspect the item(s) to confirm that it is indeed damaged, defected, or the wrong item(s).
If you would like the original item(s) replaced, please specify that on the return form. We will gladly replace that item(s) as long as that item(s) is available. If the item(s) is not available for exchange, you will receive a refund of the original price paid to the original form of payment.
International order exchanges are not available at this time. Please return the item(s) and place a new order.
- Gift Card/E-Gift Card Purchase
Refunds can only be made to the exact gift card, e-gift card, or credit used for the original purchase. Please retain this gift card, e-gift card, or credit after your online purchase for return refunds and future purchases.
- Arbitration Procedure
Except if you opt-out or for disputes relating to your or Nena Couture’s intellectual property (such as domain names, trademarks, trade dress, trade secrets, copyrights, and patents) (‘Excluded Disputes’), you agree that all disputes between you and Nena Couture and related businesses (whether or not such a dispute involves a third party) with regard to your relationship with Nena Couture and related businesses, including without limitation disputes related to this Returns and Exchanges Policy, your use of this website, products purchased, and/or rights of privacy and/or publicity, will be resolved by a binding, individual arbitration under the American Arbitration Association’s rules for arbitration for consumer-related disputes, and you and Nena Couture and related businesses hereby expressly waive trial by jury.
As an alternative, you may also bring your claim to your local ‘small claims’ court, if permitted by that small claims court rules and as long as that matter is only pending in that court. You may only bring claims on your behalf. Neither you nor Nena Couture and related businesses will participate in a class action or class-wide arbitration for any claims covered by this agreement. You also agree to not participate in claims brought in a private attorney general or representative capacity, or consolidated claims involving another person’s account, if Nena Couture is a party to the proceeding. The Federal Arbitration Act will govern this dispute resolution.
In the event that the American Arbitration Association is unwilling or unable to set a hearing date within one hundred and sixty days (160) of filing the case, then either you or Nena Couture and related companies can elect to have the arbitration administered by the Judicial Arbitration and Mediation Service (jamsadr.com). The judgment on the award decided by the arbitrator may be entered in any court having competent jurisdiction. Any provision of the law notwithstanding, the arbitrator will not have the authority to award damages, remedies, or awards that conflict with this Returns and Exchanges Policy or the websites Terms and Conditions Policy.
YOU MAY OPT OUT OF THIS AGREEMENT TO ARBITRATE. If you do so, neither you nor Nena Couture and related companies can require the other to participate in an arbitration proceeding. To opt-out, you must notify us in writing within 30 days of the date that you first became subject to this arbitration agreement. You must use this address to opt-out:
This letter must include your name, address, the email address used for your nenacouture.com account (if any), and a clear statement that you want to opt-out of this arbitration agreement.
If the prohibition against class actions and other claims brought on behalf of the third parties contained above is found to be unenforceable, then all of the preceding language in this Arbitration Procedure section will be null and void. This arbitration agreement will survive the termination of your relationship with Nena Couture and related companies.
- Governing Law and Venue
For any action at law or in equity relating to the arbitration provisions of this Returns and Exchanges Policy, the Excluded Disputes, or if you opt-out of the agreement to arbitrate, you agree to resolve any such dispute you have with Nena Couture and related companies exclusively in a state or federal court located in Los Angeles, California and to submit to the personal jurisdiction of the courts located in Los Angeles County for the purpose of litigating such disputes.
If any provision of this Returns and Exchanges Policy is held to be void, unlawful, or for any reason, unenforceable during arbitration or by a court of competent jurisdiction, then the provision will be deemed severable from this Returns and Exchanges Policy. The validity and enforcability of any remaining provision will not be affected.
Nena Couture’s and related companies’ failure to insist upon or enforce the strict performance of any provision of this Returns and Exchanges Policy will be deemed a further or continuing waiver of such term or condition of any other term or condition. Nena Couture and related companies reserve the right to change its dispute resolution provision, but such changes will not apply to disputes arising before the effective date of the amendment/changes. This dispute resolution provision will survive the termination of any or all of your transactions with Nena Couture and related companies.
- Questions, Comments?
Please email us your questions and or comments at nenacouturefashion@gmail.com. Attn: Refund Questions.