Returns and Refund Policy

Last updated: September 2026

This page covers both returns (sending an item back) and refunds (getting your money back). The two sections are written to be read together.

Returns

Return window

You have 30 days from the day your order is delivered to request a return.

Condition of the item

To be accepted, an item must be:

unworn and unwashed
free of marks, odours, pet hair and alterations
returned with its original tags still attached
returned in its original packaging where possible

How to start a return

Email support@nerellestudio.com or call (509) 252-0625 with:

your order number
which item or items you want to return
the reason for the return

We will reply with the return address and instructions. Please do not send an item back before contacting us, as unannounced returns are difficult for us to match to an order.

Who pays for return shipping

Change of mind, wrong size or it did not suit: you pay the return postage. We recommend a tracked service, since we cannot refund a return that never reaches us.
Wrong item, damaged item or faulty item: we pay. We will send you a prepaid label or reimburse your postage. You are never out of pocket for our mistake.

Damaged, faulty or incorrect items

Email us within 7 days of delivery with your order number and a photo of the problem. We will arrange a replacement or a full refund, including the original shipping cost, and cover the return postage.

What we cannot accept

items requested for return more than 30 days after delivery
items that have been worn, washed, altered or damaged after delivery
items returned without their original tags

If a return arrives in a condition we cannot accept, we will contact you before doing anything, and we will send it back to you at no charge if you would like it back.

Exchanges

We do not process direct exchanges at the moment. If you need a different size or colour, return the original item for a refund and place a new order for the one you want. In practice that is usually faster than waiting for an exchange to be processed.

Refunds

When a refund is issued

Once your return reaches us we inspect it and email you to confirm whether it has been approved. Approved refunds are issued within 5 business days of that inspection.

How the money comes back

Refunds are always issued to the original payment method used at checkout. We cannot refund to a different card, account or person.

After we issue a refund, your bank or card provider controls how quickly it appears, which usually takes a further 5 to 10 business days. If more than 10 business days have passed since we confirmed your refund and you still cannot see it, check with your bank first, then contact us and we will send you proof that it was issued.

What is refunded

Change of mind returns: we refund the price of the returned item. The original shipping charge is not refunded, and you cover the return postage.
Wrong, damaged or faulty items: we refund the full amount you paid, including the original shipping charge, and we cover the return postage.

Cancellations

You can cancel an order at no cost any time before it is dispatched. Email support@nerellestudio.com with your order number as soon as you can and we will cancel it and refund you in full.

Once an order has been dispatched it cannot be cancelled, but you can return it under the terms above.