Shipping / Returns
RETURN & EXCHANGE POLICY
Na Nin offers returns and exchanges for eligible purchases with items in new and unworn condition in original packaging with tags attached, postmarked within 14 days of the confirmed delivery date.
Refunds will only be issued for full priced items. Full priced items purchased using a discount code may only be returned for store credit or exchange. Exception: Full-priced items purchased with the newsletter subscription discount code are eligible for a refund.
Sale items, vintage/secondhand items, apothecary, personal fragrances, and intimates are final sale and are not eligible for return, refund, or exchange.
Vintage and secondhand items are final sale without exception. If you have any questions regarding a vintage item please contact our vintage team prior to purchase as vintage items are not eligible for refund or store credit. Vintage / second hand items are likely to have minor flaws due to the nature of being pre- loved items. Some examples of minor flaws include and are not limited to: pilling, markings, discolorations, loose threading, and other signs of wear from the previous owner and age.
TO BEGIN A RETURN
Please contact our sales team with your order number and reason for return, along with tracking/confirmation for the package.
Returned merchandise must be securely packed with all original tags, packaging, etc and include a note with your order number and email address. Please ship your package to:
Na Nin Attn: Returns
3600 Douglasdale Road Suite A
Richmond, VA 23221
+1 (804) 510-0142
Na Nin is not responsible for items lost, stolen or damaged in transit. Once we receive your return, a member from our sales team will review your order. Upon approval, your refund will be issued in the form of the original method of payment. We will not refund original or return shipping costs, with the exception of returns for items sent in error or with damages. Please note if you received free shipping on your order, the shipping expense paid by Na Nin will be deducted from the refund amount.
As a small business, the time, labor, and materials that contribute to fulfilling an order are significant resources and we are unable to absorb shipping costs when products are returned for refund or exchange. We are happy to provide a US domestic return shipping label upon request, in which case the return shipping costs will be deducted from your refund or store credit amount.
A confirmation email will be sent to you as soon as your refund has been processed. Na Nin reserves the right to deny any credits if the merchandise does not meet our requirements.
FULFILLMENT & SHIPPING
We process orders promptly during our regular working hours, Mon-Fri 9am-5pm EST. Once your order is placed, you’ll receive an email confirmation with your order details. Please note that any 2nd Day Air orders placed after 3pm EST will be processed the following business day.
There may be slight processing delays during sales, holidays, and other high volume fulfillment periods. If you have any questions or special requests regarding alternate shipping options, rates, or delivery times, please don’t hesitate to contact our sales team.
We are now fulfilling certain orders from two locations, our studio and our dedicated warehouse - if this applies to your order, you'll receive tracking information accordingly for both parts of your package.
Once an item has been shipped, Na Nin is not responsible if the item is lost, stolen or damaged in transit. Na Nin uses UPS Ground & UPS 2nd Day Air shipping for most domestic orders (depending on customer's preference). We recommend U.S. customers to select the signature confirmation option during checkout for extra security on delivery. If you prefer an alternative method of shipping, please contact our team via email.
If a package is lost, stolen or damaged in shipment a claim needs to be filed with the shipping service provider used and not with Na Nin. If a package shows that it has been delivered through the tracking number and the customer is unable to locate their package, Na Nin is not responsible and will not issue a refund or store credit.
We offer local pick up at our studio location in Richmond, VA. When placing an order online, please select 'PICK UP' as the delivery method. Most orders are ready within 2 - 4 business days. Once your order is ready, if you would prefer to pick up at our brick & mortar location - please reply to your confirmation email and our team will make those arrangements for you.
Na Nin is not responsible for customs fees, duties, taxes, or tariffs.
Na Nin uses UPS Expedited (2-5 days) shipping for most international orders, and each country's customs duties, taxes, tariffs, etc may vary. As stated, Na Nin is not responsible for these fees and they are not included in the shipping charge. The customer is responsible for any additional charges for customs fees.
International customers with shipping addresses verified as remote will be subject to an additional charge. A member of our sales team will be in touch after your order has been placed and a separate invoice will be sent to collect this amount.
Packages refused will be subject to our restocking fee of 10% per item + cost of return shipment.
If we are notified that your purchase has been flagged as a risk of fraudulent activity a return or exchange will not be accepted. Purchases that show as high risk through the checkout services will be reviewed and will not be processed if advised through our shop’s host.
Thank you for familiarizing yourself with our terms prior to purchasing. As a small business these guidelines help us be able to continue to grow.
We greatly appreciate your business and support.