Return & Refund Policy

Last updated: 3 November 2026

We want you to love every purchase. This policy explains your legal right to cancel, our 30-day returns policy and how to return an item. Nothing in this policy affects your statutory rights.

Your right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of receiving your goods. To cancel, tell us clearly by email at support@nuvellashop.co.uk with your order number. You then have a further 14 days to send the items back. We will refund the price of the goods and the standard delivery charge you paid within 14 days of receiving the goods back (or proof of return). You are responsible for the cost of returning the goods unless they are faulty or not as described.

Hygiene exception: for health and hygiene reasons, the right to cancel does not apply to underwear, knickers, shapewear worn against the skin and swimwear bottoms once they have been unsealed or the hygiene liner has been removed after delivery. Please try these items on over your own underwear and keep hygiene liners and tags in place.

Our 30-day returns policy

In addition to your legal rights, you can return eligible items within 30 days of delivery. Items must be unworn, unwashed, in their original condition and packaging, with tags and hygiene liners attached. Proof of purchase (your order number) is required.

How to return an item

  1. Request a return: email support@nuvellashop.co.uk with your order number and the item(s) you want to return. We will reply with the return address and instructions. Please do not send items back to the address on the parcel.
  2. Send the item back: post the item within 14 days of our reply. We recommend a tracked service, because we cannot refund a return that is lost in transit without proof of postage.
  3. Refund: once your return arrives, we inspect it within 5 working days and refund your original payment method. Your bank may take a few extra days to show the refund.

Faulty, damaged or incorrect items

If you receive an item that is faulty, damaged or not as described, please contact us within 30 days of delivery with your order number and a photo. Under the Consumer Rights Act 2015 you are entitled to a full refund within 30 days, and to a repair or replacement after that. We will cover the cost of returning faulty or incorrect items.

Cancelling before dispatch

You can cancel your order at any time before it has been dispatched by emailing us; we will refund you in full.

Free gifts and promotions

If your order included a free gift or a promotional discount and you return part of the order, the refund reflects the price you actually paid for the returned items.

Contact

For any questions about cancellations, returns or refunds, please contact support@nuvellashop.co.uk.