Refund policy

Refund policy

Last updated: 21 October 2026

1. ABOUT THIS POLICY

This Return and Refund Policy applies to purchases made through https://naellia.com and delivered to countries and regions available for shipping at checkout. Available destinations are determined by our current shipping settings.

Naellia.com is operated by V.O.F. Stefan en Richard, a general partnership established in the Netherlands and registered with the Netherlands Chamber of Commerce under number 89937503.

In this policy, “business days” means Monday to Friday, excluding public holidays that materially affect customer service, fulfilment, delivery or payment processing.

Our voluntary 30-day return policy is additional to, and does not replace, any mandatory consumer rights that apply to your purchase. Where the law in your country or region provides stronger or different rights, including a legal right of withdrawal, those rights take priority over any conflicting term in this policy.

2. RETURN AND REFUND SUMMARY

For an eligible voluntary change-of-mind return:

• Contact us within 30 calendar days of delivery to request a return under our voluntary policy. Any longer mandatory legal period still applies.
• Returns are completed by mail through the return route authorised by Naellia.
• You arrange and pay for return postage for a voluntary change-of-mind return, unless applicable law requires otherwise.
• Send the return within 14 calendar days after receiving our instructions, or within a longer period where required by law.
• We do not charge or deduct a restocking fee, a handling fee or a return-processing fee.
• We normally inspect a returned item within 5 business days after it reaches the authorised return address.
• For voluntary returns, we normally issue an approved refund to the original payment method within 5 business days. Statutory refund deadlines apply wherever they require an earlier refund.
• Your bank, card issuer or payment provider may then take an additional 5 to 10 business days to display the refund.

A return relating to a faulty, unsafe, damaged, incorrect or materially misdescribed item is handled differently. In that situation we provide a free return method or reimburse reasonable return costs where appropriate, as set out in sections 9 and 12. Legal withdrawal rights, including the refund of any eligible original standard-delivery charge, are explained in sections 11 and 13.

3. 30-DAY CHANGE-OF-MIND RETURNS

You may request a voluntary change-of-mind return within 30 calendar days after receiving your order. Email info@naellia.com within that period to notify us of your decision. Where a mandatory right of withdrawal or another statutory period applies, it remains available independently of our voluntary return programme.

We will acknowledge your request and email you the information needed to return the goods:

• a return authorisation reference;
• packing and return instructions; and
• the authorised return address for your order.

For a voluntary change-of-mind return, you normally arrange the return shipment yourself at your own cost. We recommend a tracked service. This does not change any different allocation of costs required by law.

For our voluntary return programme, hand the parcel to a carrier within 14 calendar days after receiving our instructions. If you exercise a legal right of withdrawal, any applicable statutory return deadline also applies; we will not shorten that deadline by delaying our instructions.

Returns are processed by mail using the return details we provide. We do not offer in-store, showroom or kiosk returns. A valid statutory cancellation or withdrawal notice does not depend on our prior approval.

4. CONDITION OF CHANGE-OF-MIND RETURNS

To qualify for a return under our additional voluntary 30-day programme, an item should:

• be unworn, unwashed and unused, except for careful indoor try-on;
• remain in its original condition;
• have all original product tags attached;
• have any applicable hygiene seal attached, intact and unaltered;
• be free from damage, alteration, washing, odours, perfume, smoke, makeup, fake tan, deodorant, pet hair and other marks;
• include its original packaging where reasonably possible; and
• be accompanied by the order number or another reasonable form of proof of purchase.

These conditions apply only to our voluntary return programme. If you exercise a statutory right of withdrawal, you may inspect or try on goods as you reasonably would in a shop. Any reduction in a statutory refund for handling beyond what is necessary to inspect the goods will be made only where applicable law permits. These conditions never restrict remedies for faulty, unsafe, damaged, incorrectly supplied, materially misdescribed or otherwise non-compliant goods.

5. ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS

The following items are excluded from our additional voluntary 30-day change-of-mind programme where permitted by applicable law:

• gift cards that have been used or redeemed;
• goods genuinely personalised or made to an individual specification;
• underwear or intimate apparel that has been worn or used beyond reasonable inspection;
• sealed swimwear, bodysuits or other hygiene-sensitive goods where the hygiene seal has been broken; and
• items clearly identified as “Final Sale” before purchase.

Discounted or promotional items not clearly marked “Final Sale” remain eligible for the voluntary 30-day policy if its conditions are met.

These exclusions apply only to our voluntary programme and do not remove any mandatory right of withdrawal that applies to a particular item or any consumer remedy for faulty, unsafe, damaged, incorrect or not-as-described goods. A “Final Sale” label does not override statutory rights.

6. HOW TO REQUEST A RETURN

Before sending anything back, email info@naellia.com and include:

• your full name;
• your order number;
• the item or items you wish to return; and
• whether the request concerns change of mind, sizing, damage, a defect, an incorrect item, a missing item or another issue.

Where reasonably available, photographs or video can help us investigate a damaged, defective, incorrect or not-as-described item. A reason, photograph or video is not required to exercise an applicable legal right of withdrawal or request a voluntary change-of-mind return.

We review return requests on business days and aim to respond within 1 to 2 business days.

7. AUTHORISED RETURN ROUTE AND RETURN POSTAGE

Please request return instructions before posting your parcel so that it reaches the correct location. You may still give a valid notice of cancellation or withdrawal before receiving our response.

Our written instructions will identify the correct return destination. The return address may vary by order, product and shipping route and may be located outside your delivery country. Contact us before purchase if you wish to clarify the return route.

For a voluntary change-of-mind return, you normally arrange and pay for the return shipment. The cost depends on your location, carrier, parcel weight and return destination. You may choose a reputable carrier; we recommend tracking and proof of postage. This rule also applies to a statutory withdrawal where the law permits us to charge the direct return cost and you were informed beforehand. We pay return costs where the law requires us to do so.

Our registered business address is not automatically a parcel-return destination. Please do not send goods to that address, a supplier, a manufacturer or another location unless our instructions direct you there. If you send goods elsewhere, this may delay processing or prevent us from locating the parcel. This does not affect any valid statutory notice or remedy.

Returns sent without instructions may be delayed while we identify and locate them. We do not require prior approval to exercise a statutory withdrawal right, and our return procedure does not limit a legal right to a refund or reimbursement of reasonable return costs.

If you wish to cancel or return an order, contact us directly rather than relying solely on refusing delivery. Refusal of delivery does not necessarily constitute a valid withdrawal notice.

8. PACKING AND LODGEMENT

Pack the item securely to protect it during transit. Include the return reference where provided and follow the address details in our instructions. For voluntary returns, dispatch the parcel within 14 calendar days after receiving our instructions; for statutory withdrawals, follow the applicable legal deadline described in section 13, or any longer period we confirm.

Keep the carrier receipt, tracking number and other proof of lodgement until the return and refund are complete.

For voluntary change-of-mind returns, you are responsible for adequately packaging and sending the goods to the correct return location, subject to applicable law. If the parcel is lost or damaged, we will assess the available evidence and legal requirements. We recommend tracked and appropriately insured shipping.

Where a return relates to a faulty, unsafe, damaged, incorrect or not-as-described item and you use the return method we supply, the risk during return transit is ours.

9. RETURN POSTAGE AND FEES

Return postage for a voluntary change-of-mind return, including a sizing or fit return, is normally paid by the customer. We do not generally supply a prepaid label or reimburse these costs, except where applicable law requires otherwise.

If an item is faulty, unsafe, damaged on arrival, incorrect, incomplete or materially different from its description, image or sample, we will arrange an appropriate free return method or reimburse reasonable necessary return costs where required by law. Please contact us first so that we can arrange a suitable solution.

We do not deduct any of the following from an approved refund:

• restocking fees;
• handling fees; or
• return-processing fees.

10. INSPECTION OF RETURNED ITEMS

We normally inspect a returned item within 5 business days after it is delivered to the authorised return address.

For our additional voluntary change-of-mind programme, we may decline a return that does not meet the clearly stated eligibility conditions. We will explain our assessment and any available next step. This does not affect statutory withdrawal rights, which are governed by their own rules.

If you ask us to reship an item that does not qualify for our voluntary programme, we may ask you to cover only the reasonable actual reshipping cost, where lawful. This is not a restocking, handling or return-processing fee.

Change-of-mind conditions do not apply to a valid claim based on a product fault or another non-excludable consumer right. We may reasonably assess an item before confirming the appropriate remedy, but that assessment will not remove or unreasonably delay your legal rights.

11. REFUNDS

For an approved voluntary return, Naellia normally issues the refund to the original payment method within 5 business days after approval. Where mandatory law sets a specific or earlier refund deadline, including for a statutory withdrawal, we follow that deadline instead.

Your bank, card issuer or payment provider may require an additional 5 to 10 business days to show the refund in your account. That external processing period is outside our control.

For an approved voluntary return, the refund generally covers the amount actually paid for the accepted returned goods, accounting for applicable discounts. Customer-paid return postage for change-of-mind returns is normally not reimbursed, unless required by law.

Where you exercise a statutory right to withdraw from the whole order, we also refund any original standard-delivery charge as required by law. Extra charges for a premium or expedited delivery method beyond the least expensive standard option are not normally refundable under those rules. For partial returns or our additional voluntary programme, any refund of original delivery charges depends on applicable law and the terms of the offer.

We do not replace a monetary refund with store credit where you are legally entitled to a refund unless you expressly agree to receive store credit.

We will email you after the refund has been issued.

12. DAMAGED, FAULTY, UNSAFE, INCORRECT OR MISDESCRIBED ITEMS

Please inspect your order after delivery and contact info@naellia.com as soon as reasonably possible if an item:

• is faulty or defective;
• is unsafe;
• arrived damaged;
• is incorrect;
• is missing from the parcel;
• has missing parts;
• differs materially from its description, image or sample; or
• is not fit for a purpose that you made known to us before purchase.

Include your order number, a description of the issue and supporting photographs or video where reasonably available. Supporting material can help us assess the problem but does not remove a legal right.

There is no general 48-hour reporting cut-off for non-excludable consumer rights. Please report problems as soon as reasonably possible, while recognising that statutory rights and time limits vary by country and by the circumstances.

Please contact us before returning an affected item so that we can provide a free tracked label, another suitable free return method or instructions for reimbursement. The customer-paid change-of-mind return rule in sections 7 and 9 does not apply to valid faulty or non-conforming goods claims. If you reasonably incur return costs before contacting us, retain proof of payment; we reimburse reasonable costs where required by law.

13. STATUTORY CONSUMER RIGHTS AND RIGHT OF WITHDRAWAL

Our policy does not exclude or reduce rights you have under mandatory consumer protection laws. The legal remedies and time limits that apply depend on the country or region and the circumstances of your purchase.

European Union and United Kingdom: For most eligible online purchases, you have a statutory right to withdraw without giving a reason within 14 calendar days after receiving the goods (or, where applicable, the last item of an order). You can exercise this right by sending us a clear statement by email or correspondence before the period ends. Our additional 30-day voluntary return programme does not reduce this right.

European Union and United Kingdom: After giving notice of statutory withdrawal, you must normally send back the goods within a further 14 calendar days, unless a legal exception or longer period applies. Refunds under this right include the item price and, where the entire order is withdrawn, any original standard-delivery charge. For EU withdrawals, we reimburse without undue delay and no later than 14 days after receiving your withdrawal notice, but we may wait until we receive the goods or evidence they were sent back, where permitted. For UK withdrawals, refunds are made within the applicable legal period, normally within 14 days after we receive the returned goods or evidence that they were sent back, whichever is earlier. You may inspect the goods as in a shop; a lawful deduction for diminished value may apply only to handling beyond what is necessary to check them.

European Union and United Kingdom: You normally bear the direct cost of sending back goods after a change-of-mind withdrawal if you were informed of this before purchase. Certain goods, including genuinely personalised items and certain sealed hygiene-sensitive goods after unsealing, may be exempt from the statutory withdrawal right. Any exception applies only to the extent permitted by law; merely discounting or marking an item “Final Sale” does not remove a statutory withdrawal right.

Australia: Goods sold to Australian consumers may be covered by the Australian Consumer Law. If there is a major failure, you may be entitled to choose a refund or replacement, or to retain the product and seek compensation for its reduced value. For a minor failure, we will provide the remedy required within a reasonable time. These guarantees cannot be excluded.

New Zealand: Where the Consumer Guarantees Act applies, goods must meet applicable statutory guarantees, and remedies for failures may include repair, replacement or refund depending on the seriousness of the issue. These rights are separate from our voluntary change-of-mind programme.

Other destinations: Where mandatory local consumer law applies to your purchase, we honour those requirements, including any rights of withdrawal, conformity, repair, replacement or refund. Voluntary exclusions, time limits and conditions in this policy never override non-excludable rights.

Optional model withdrawal notice for customers entitled to a statutory right of withdrawal:
To: V.O.F. Stefan en Richard, De Sânnen 17, 9289 HJ Drogeham, The Netherlands; info@naellia.com
I/We hereby give notice that I/we withdraw from the contract for the sale of the following goods: [goods and order number]
Ordered on / received on: [date]
Name of consumer(s): [name]
Address of consumer(s): [address]
Date: [date]
Signature: [only if this notice is submitted on paper]

You may use this wording or send another clear withdrawal statement. This address accepts correspondence and withdrawal notices; it is not automatically the parcel-return address. We will provide the appropriate return instructions separately.

14. LOST, MISSING OR UNDELIVERED ORDERS

Contact info@naellia.com if:

• tracking has shown no meaningful progress for an extended period;
• tracking says delivered but you have not received the parcel;
• only part of the order arrived; or
• the order has not arrived within the stated estimate or another reasonable period.

Include your name, order number and relevant tracking information. We will investigate with the carrier and will not require you to resolve the delivery failure solely with the carrier.

Where an order is confirmed lost, cannot be supplied or was not delivered within an agreed or reasonable time, we will provide the remedy required by applicable law. Depending on the circumstances, this may include a replacement or refund.

15. EXCHANGES

We do not currently process direct change-of-mind exchanges.

To obtain a different size, colour or product, return the eligible item through this policy at your own postage cost and place a new order.

This does not limit a statutory right to replacement for a faulty, damaged, incorrect or not-as-described product, for which the return method remains free.

16. ORDER CANCELLATIONS AND CHANGES

Email info@naellia.com as soon as possible if you need to cancel or change an order.

We may be able to cancel or amend an order before fulfilment, but changes may not be possible once processing or dispatch has started. This operational limitation does not restrict any legal cancellation or withdrawal right.

If an order is successfully cancelled before dispatch, we refund the cancelled amount to the original payment method. After dispatch, please contact us for return instructions. Where the law allows you to withdraw before delivery, your notice remains valid even if the parcel has not yet arrived.

This does not limit a cancellation or refund right arising from non-supply, unreasonable delay, a product problem or applicable law.

17. REFUSED, UNCLAIMED OR INCORRECTLY ADDRESSED PARCELS

You are responsible for providing a complete and accurate delivery address and for taking reasonable steps to receive or collect the parcel.

Refusing delivery, failing to collect a parcel or allowing it to be returned because of an incorrect address does not, by itself, clearly notify us of a decision to withdraw. If you wish to cancel, please tell us directly.

Where a parcel is returned solely because the address you supplied was materially incorrect or incomplete, delivery was refused without a valid reason, or collection was not arranged, we may ask you to cover reasonable actual redelivery costs or apply only deductions expressly permitted by law. We do not deduct charges from any statutory refund where that would be unlawful.

We do not charge you for costs caused by our error or the carrier, for a valid claim concerning faulty or incorrect goods, or where doing so would conflict with your statutory rights.

18. CONTACT

Naellia customer care
Naellia.com
Operated by V.O.F. Stefan en Richard
Netherlands Chamber of Commerce number: 89937503
VAT identification number: NL865158253B01

Email: info@naellia.com
Telephone: +31 6 12969905
Contact form: https://naellia.com/pages/help

Customer service hours:
Monday to Friday, 08:00 to 17:00 Netherlands time (CET/CEST)

Response target:
Within 1 to 2 business days

Registered business and correspondence address:
De Sânnen 17
9289 HJ Drogeham
The Netherlands

The registered business address is available for correspondence and legal notices but is not automatically a parcel-return destination. Please request return instructions before mailing goods; this does not affect your ability to give a valid statutory withdrawal notice.