At Nuvella Shop, we want you to love your affordable luxury fashion finds. If you’re not completely satisfied with your purchase, we’re here to help with our straightforward returns and exchanges process.

Returns & Exchanges Timeframe

We accept returns and exchanges within 15 days from the date you receive your items. Please note that all returned items must be in their original condition – unworn, unwashed, with all tags attached, and in their original packaging.

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange your Nuvella Shop items:

Step 1: Contact Our Customer Service

Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all the necessary information to process your request quickly.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Nuvella Shop Customer Service Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Name: [Your Full Name] Email: [Your Email Address] Phone: [Your Phone Number] Items to Return/Exchange: – Product Name: [Name of Item] – Size: [Size if applicable] – Color: [Color if applicable] – Reason for Return/Exchange: [Please provide details] For exchanges, I would like to exchange for: – Product Name: [Name of New Item] – Size: [Size if applicable] – Color: [Color if applicable] Shipping Address: [Your Full Shipping Address] I confirm that the item is in its original condition with all tags attached and packaging intact. Thank you for your assistance. Sincerely, [Your Name]

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with a Return Authorization Number and instructions for shipping your return.

Step 3: Package and Ship Your Return

Please include the following in your return package:

  • The item in its original condition with all tags attached
  • Original packaging
  • A copy of your order confirmation or packing slip
  • The Return Authorization Number clearly visible on the outside of the package

Step 4: Ship to Our Address

Send your return package to:

Nuvella Shop Returns
590 Spring Avenue
Philadelphia, PA 19108
United States

Refund Information

Refund Processing Time

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days of our receipt of the return
  • Please allow additional time for the refund to appear in your account, depending on your payment method and financial institution

Refund Method

Refunds will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 7-10 business days to appear on your statement
  • PayPal: 3-5 business days to appear in your PayPal account

Note: Original shipping fees are non-refundable. For exchanges, we will cover the cost of shipping the replacement item to you.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they are defective or damaged upon arrival:

  • Footwear that shows signs of wear or has been worn outdoors
  • Items without their original tags and packaging
  • Personalized or custom-made items
  • Items purchased during final sale or clearance events (will be clearly marked)

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order details. We will arrange for a replacement or refund at no additional cost to you.

International Returns

As we serve customers globally (excluding some Asian regions and remote areas), international customers are responsible for any customs duties or return shipping costs. We recommend using a trackable shipping service for your return.

Questions?

Our customer service team is here to help with any questions about returns or exchanges.

Email: [email protected]

Response Time: 1-2 business days

We’re committed to ensuring your Nuvella Shop experience is as stylish and satisfying as our affordable luxury collections.