RETURN POLICY
Returns and Refunds
You have 14 days from delivery to change your mind. Easy, free returns and fast refund to your payment method. (excluding shipping costs)
Easy and free returns
We want your purchase from NAOLULU to be a seamless experience from start to finish. If an item doesn't satisfy you, you have 14 days from delivery to return it and receive a full refund. Returns are completely free in Italy and the European Union (excluding shipping costs). Before returning, please check the conditions in the FAQs below and refer to the timelines in the shipping section. To make a better choice on your first purchase, we invite you to consult our size guide.
Frequently Asked Questions
What is your return policy?
You have 14 days from the delivery date to return items that do not satisfy you. Returns are free in Italy and the European Union.
RETURN CONDITIONS:
— Unused and undamaged items
— All original tags still attached
— Original box and packaging included
— Product dust bags and accessories
For more details on the size guide, please consult the dedicated section.
How long do I have to return an item?
You have 14 days from the order delivery date. After this period, we can no longer accept returns, except for manufacturing defects.
For extraordinary cases (e.g., holidays, extended travel), contact us at naolululab@gmail.com before the 14-day deadline: we will evaluate each case individually.
Is returns free?
ITALY AND EUROPEAN UNION: returns are completely free (shipping costs excluded)
When do I get my refund?
Refund times depend on two phases:
RETURN VERIFICATION: 5-10 business days from receipt of the package. We verify that the items are intact and have all labels.
CREDIT TO YOUR PAYMENT METHOD: 5-14 business days after verification, depending on the provider chosen at checkout.
You will receive a confirmation email at each step of the process. For Klarna/Scalapay installment payments, refunds follow the provider's timelines.
What happens if I receive a defective or incorrect item?
We apologize for the inconvenience! Please contact us within 48 hours of delivery at naolululab@gmail.com providing:
— Order number
— Clear photos of the defect or error
— Description of the problem
We will respond within 24 hours with a solution: free replacement or full refund (including any original shipping costs).
For defective or incorrect items, returns are ALWAYS completely free of charge.
Can I change the size or color?
To ensure you receive the desired product as soon as possible, we do not offer direct exchanges. The quickest way is to:
1. Return the unwanted item following the standard procedure
2. Place a new order for the correct size or color
This way, you'll receive your new item promptly without waiting for the exchange process. To choose the right size, please consult our size guide.
Which items can I not return?
For hygiene and health reasons, we cannot accept returns for:
— Underwear and lingerie
— Swimwear (unless intact with hygienic label)
— Beauty products (creams, perfumes, cosmetics)
— Earrings and piercing jewelry
— PreLoved items
Exception: If the item has a manufacturing defect, please contact us within 48 hours of delivery for assistance.
Terms & useful information
WHAT TO INCLUDE IN THE RETURN PACKAGE
To ensure a smooth refund, please make sure to include the following in your package:
— All items you wish to return
— Original tags still attached to the garments
— Original brand packaging (dust bag, pouches, cases)
— The return label received via email, attached to the outside of the package
— Any return note for shipments passing through customs
ITEMS FROM DIFFERENT BRANDS
If your order includes items from different brands, returns may need to be prepared in separate packages. We will clearly indicate this during the return process in your account. Each package will have a dedicated return label.
LEGAL GUARANTEE
Regardless of our return policy, all items are covered by the 2-year legal guarantee provided by the Italian Consumer Code for conformity defects.
For personalized assistance with returns, please contact customer service.
Buy with confidence
We understand that buying online can raise some doubts. That's why we offer you 14 days to change your mind, with a simple and free returns service that allows you to choose with peace of mind.
If something doesn't go as expected, our team is always ready to help you find the best solution.