We are 100% confident that you will absolutely love your product and have a positive experience shopping with us. However, it is our job in everything we do to guarantee your full satisfaction in the services and products that we offer.
If there is a reason you are no 100% happy with your items, we offer a 21 returns and exchange policy, which starts from the date of purchase.
If you decide to return or exchange an item with us, please use our contact form. Please let us know the reason for your return along with the order number and we will do everything in our power to ensure your process is as easy and quick as possible.
Returns address is: Kew Eye Apartments, Brentford, TW8.
Our full return address will be provided on the invoice you receive with your products.
Please ensure that the items you return to us are in their original condition and packaging as you received them. Items need to be unworn and unwashed, with all labels intact. We hope you understand that we cannot accept refunds for items that are damaged or soiled.
Please ensure to contact us before sending returns with reason for return or exchange and to discuss whether the item is eligible for returns.
When you try on the lingerie, please remember to ALWAYS try them on over your own underwear, as you would in a store.
We do reserve the right to refuse the return of items where we believe that items returned to us have not followed our instructions.
There are a few items that we cannot accept as returns due to hygiene reasons, unless they are faulty from manufacturer, not as described or of unsatisfactory quality. All items are inspected upon return, before a full refund or exchange is given.
Items that are non refundable:
- Thongs - due to hygiene reasons, we cannot accept the returns; we can only exchange or provide store credit if they are faulty with the above reasons. We have many lingerie sets (such as chemises) that include thongs in the set; these items can be returned; however, as stated above, the items must be unworn, in original condition and packaging, unwashed, unsoiled, and with all labels intact.
- Hosiery - if the packaging is open, we cannot accept returns.
Please note that returns and postage costs are the customer's responsibility. We recommend sending the goods via recorded delivery - Nina Anna Lingerie cannot be held responsible for items that are lost in the post.
If the item is faulty by manufacturer, we will honor postage costs once we receive the items. If the items are returns for reasons such as: wrong size, non-faulty/ unwanted items, postage will be the responsibility of the customer.
If the customer wants to exchange an item, we are happy to exchange but return postage cost must be covered by the customer. Exchanges can only be made for items of the same value or more.
Refunds take up to 10 working days to be credited back to the same card that was used during the original purchase at checkout.
Products on sale are FINAL SALE. Items cannot be returned or exchanged, unless the item is faulty by the manufacturer. If items are faulty, we will provide an exchange for another sale item of same value or more, or we will provide you with online store credit.
Once return or exchange is approved on sale items, they must be returned in their original packaging, unworn, unused, unwashed, and with all tags intact.
Return postage of sale items will be covered by the us if the item is faulty.