Shipping + Returns

IMPORTANT INFO FOR U.S. CUSTOMERS

Due to current events there have been slight delays and hiccups with USPS.  We kindly encourage U.S. customers to select signature required for delivery during checkout to prevent items being lost in transit or incorrectly marked as delivered.  As a small business Na Nin is unable to absorb the costs of items being lost in transit or offer refunds towards items that are marked as delivered with a USPS tracking number and a customer states to have not received.

From the USPS website 

How are items requiring a signature handled with social distancing regulations in place?

"To reduce health risks, we are temporarily modifying customer signature capture procedures.

  • While maintaining a safe, appropriate distance, employees will request the customer’s first initial and last name so that the employee can enter the information on the electronic screen or hard copy items such as return receipts, PS Forms 3811 and 3829.

  • For increased safety, employees will ask the customer to step back a safe distance or close the screen door/door so that they may leave the item in the mail receptacle or appropriate location by the customer door."

Returns + Exchanges

Purchases on all items made with the NANIN30 promotional code starting on 11/26/2020 and after are FINAL SALE. No returns, exchanges or store credits will be accepted. Discount/promotional codes cannot be combined or applied to previous purchases.

 

Na Nin offers returns and exchanges for items in new and unworn condition in original packaging with tags attached. All return shipments must be postmarked within 14 days of the purchase date. Full priced items purchased with a promotional or discount code are not eligible for refund but may be eligible for store credit or exchange if returned within 14 days of purchase and passes inspection.  

All items on sale are final sale without exception. Sale items 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 e-mail vintage@naninstudio.com prior to purchase as these are 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.

Apothecary, personal fragrances, and intimates are final sale without exception. Returned swimwear must be unworn with hygienic liner still attached.

To begin a return, please contact our sales team at customerservice@naninstudio.com with your order number and reason for return, along with with tracking/confirmation for the package. Returned merchandise must be securely packaged up 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
United States
+1 (804) 510-0142
 

Na Nin cannot be held responsible for items lost or damaged while 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 minus shipping costs. Na Nin is not responsible for return shipping costs.

A 10% restocking fee will be applied to each item returned for full refund. As a small business, the time, labor, and materials that contribute to fulfilling an order are significant resources. The restocking fee contributes to processing orders and providing thoughtful, timely customer service.

There is not a restocking fee if a customer chooses store credit or an exchange for a full price item.

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. 

 

Shipping 

Once an item has been shipped, Na Nin is not responsible if the item is lost, stolen or damaged in transit. Na Nin uses USPS priority shipping for most domestic orders. 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 e-mail. 

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.  

Local Customers

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. Once your order is fulfilled, a team member will reach out to arrange your pick up.

International Customers

Na Nin is not responsible for customs fees, duties, taxes, or tariffs.

Na Nin uses DHL 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 $35 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 or returned will be subject to our restocking fee of 10% per item. 

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.

If you have any additional questions concerning these topics please feel free to contact us at customerservice@naninstudio.com  

We greatly appreciate your business and support.