Return & Refund Policy
Returns & Refunds
If you are not satisfied of your order, items can be returned for size replacement, store credit, or refund within 30 days from the delivery date.
EXTENDED RETURN PERIOD - In view of the upcoming Christmas Holidays, the return period has been extended. It will be possible to return orders placed between November 21st and December 24th until January 24th 2023*.
*For all orders placed after December 24th, the usual conditions apply with returns within 30 days of delivery.
1. RETURN TERMS & CONDITIONS
- Items must not have been worn, washed or altered in any way, and must not show any signs of wear. Soles of footwear must be in perfect condition and must not be marked in any way.
- Items must be returned with all original labels and tags still attached, packaging and other accessories (bags, cases, boxes, etc.) received with the order.
- Shoes and other accessories must be returned with their original boxes, which must not be damaged and/or altered or used as the external parcel for the shipment.
- Jewelry and Sunglasses must be returned with their original wrapping, case, or box.
- Returns can be packed in the NOHOW box or any other type of suitable packaging, which must be sealed with adhesive tape.
- Swimwear, underwear (briefs, boxers, socks) cannot be returned. Returns will be refused and sent back at sender’s charge.
- Returns sent at NOHOW expenses will be refused and sent back at sender’s charge.
- NOHOW reserves the right to refuse unauthorized returns that and/or not comply with the Return Policy. In case of receiving unauthorized returns, the box will remain Customer’s property and will be returned to the shipper, provided payment of shipping fees.
2. RETURN INSTRUCTIONS
To submit a return request, go to the RETURN PORTAL and enter your order number and your email address. Then, select the items and the preferred resolution. You will receive a confirmation email as soon as the return is approved. In case the order number is not recognised, please contact our Customer Care for return approval.
- Return shipping costs are at Customer’s charge, NOHOW does not provide free returns and/or shipping labels. It is possible to return the items with any carrier of your choice. The return shipping costs are excluded from refunds. To purchase a paid pick-up service, please see point 7.
- Returns must be shipped within 30 days from the order’s delivery date.
3. OPTIONS AFTER RETURN
All returns will be processed within 10 business days since the return is delivered to our warehouse. An automatic notification email will be sent to the customer as soon as the return is received.
- SIZE EXCHANGE - The same item can be exchanged for a different size. It is not possible to replace the item with a different one or change the color. A refund will be automatically issued in case of unavailability of the requested size.
REFUND ON PAYMENT METHOD - As soon as the return is processed, customers will receive a refund for the total value of the returned items (shipping/return shipping costs and Customs fees are excluded – see point 4 - excluded). Refunds can be issued exclusively on the payment method used for the purchase as per EU Directive. The availability of the refunded amount depend on the bank, usually not longer than 7 business days. Refunds will be issued in the same currency as the original purchase. Please take into account any exchange rate between different currencies, any differences cannot be refunded.
- REFUND ON BANK ACCOUNT - FOR "CASH ON DELIVERY" ORDERS - If you paid your purchase by cash on delivery, we will get in contact with you as soon as the return is received and processed to request a bank account or a Paypal account to receive the refund. Kindly note that the accountholder must match with the name of the person who placed the order.
Once you have successfully registered your return request, you may proceed to ship the items to NOHOW warehouse.
Via Giacomo Pantaleoni, 11
06132 Perugia (PG)
Customers will be responsible for the return package and its content until it reaches our warehouse. NOHOW won't be responsible for damaged/lost packages shipped from customers' couriers.
4. CUSTOMS BLOCKS AND IMPORT TAXES
Shipments from EXTRA EU Countries and from the rest of the world may be delayed due to Customs Security Checks in entrance. We suggest you obtain a tracking number from your courier to track your shipment. Should your return package be blocked at Customs in the entrance, Italian Customs will contact us to claim the necessary paperwork to release the shipment. The entire process may take up to 60 days.
NOHOW cannot speed up the process or contact Customs and won’t be in any case responsible for Customs clearance as this is regulated directly from Customs Offices.
If any Importation fees are applied to any return package, 1/3 of the total amount will be charged to the Customer and will be deducted from the refund/store credit. NOHOW will take charge of the remaining 2/3 of the amount.
5. DAMAGED / FAULTY / INCORRECT ITEMS
In the event of receiving defective or incorrect items, please contact firstname.lastname@example.org within 3 calendar days following the delivery date providing photographic proof showing defective/incorrect items to obtain approval. If the return is authorized, NOHOW will provide further instructions on how to proceed with the return. Please note that if the return is shipped on your own, NOHOW won’t be able to refund any shipping costs under any circumstance.
For claims forwarded over 3 calendar days and within 30 calendar days following the delivery date, the above conditions apply with returns at customer's charge.
6. INCOMPLETE ORDER / DAMAGED PACKAGE
In the event of receiving a package which is visibly damaged or not in optimal conditions, we suggest to accept with reserve or refuse the package upon delivery and contact our Customer Care immediately. In case the package is damaged or there are any missing items, please send some pictures to email@example.com showing the box conditions upon delivery, doing so we will be able to forward a claim to the courier.
7. PAID PICK UP SERVICES
NOHOW offers the chance to purchase a domestic pick-up service. To take advantage of this service, customers need to pay the amount corresponding to their area exclusively via Paypal and send the payment to firstname.lastname@example.org. Please contact Customer Care for further details.
8. NON-RETURNABLE AND NON-REFUNDABLE ITEMS
- Used Store Credit;
- Cosmetics/Hair care and Grooming Products;
- Underwear and Socks;
- Customizable items;
- Face Masks;
- Gift Wrappings.
NOHOW reserves the right to refuse returns in the following cases:
-If items are not returned in their original conditions;
-If items are not returned with their tags, boxes, and labels properly attached;
-If items are not returned within 30 days from the delivery date;
-If items show any usage or damage signs (perfume, stains);
-If the return is not complying with the RETURN TERMS & CONDITIONS for any reason;
Our Customer Care is at your disposal for any queries, please contact us at email@example.com or by phone at (+39) 075 928 01 08 or via live channels.