Return policy

Important: Please read our return policy carefully. No exceptions will be made, as you accepted the terms and conditions at the time of purchase.

Returns:

Returns sent to us without prior request and approval will not be accepted, and you will lose the right to a refund.

  1. Deadline: You may return the product within 14 days of receipt. If 14 days have passed, unfortunately, we cannot offer a refund or exchange.

  2. Conditions: The product must be in the same condition as when it was received, unused, and in its original packaging. For products where hygiene is essential, they must be thoroughly cleaned before starting the return process.

  3. Exclusions: Some products cannot be returned for hygiene reasons, such as underwear, lingerie, tights, and certain sanitary products.

  4. Procedure to initiate a return:

    • If you wish to return a product, email info@nowamilano.com with your order number, reason for return, a photo of the product (if damaged), and your contact details.

    • We have a single return address in China. Returns sent to any other address will not be processed and are insufficient for a refund.

    • Returns sent without prior notification will be considered invalid.

  5. Returns at your own risk:
    Please note that returning products is at your own risk. The company is not responsible for lost packages or those held at customs during the return process.

  6. Track & Trace:
    Your return must include a Track & Trace code, which should be shared with us. This ensures we can accurately determine when your return reaches our warehouse, after which we will immediately process the refund. Without a tracking code, we cannot trace the shipment, and the right to a refund is voided, as we cannot confirm receipt of the returned order.

Refunds:

  • Procedure:
    Once your return is received and inspected, we will email you to inform you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will be automatically applied to your credit card or original payment method within 30 days.

  • Delayed or missing refunds:
    If you have not received your refund after 30 days, check your bank account again. If you still haven’t received it, please contact us at info@nowamilano.com.

Costs:

  • Return shipping costs:
    All customers are responsible for return shipping fees. We recommend providing a Track & Trace for the return shipment, as we cannot take responsibility for lost returns. Products must be returned to China. Return shipping costs start from $30 and are the responsibility of the customer.

Exceptions:

  • Defective products:
    If you receive a defective product, we will always send you a new one free of charge.

  • Order cancellation:
    Orders cannot be canceled once placed due to our automated system.

For questions or additional information about our return policy, please contact us at info@nowamilano.com.