NILLA has a 14-day return policy, which means you have 14 calendar days after receiving your item to request a return and refund.
Cancelling your order
To cancel your order before we ship it to you, you must notify us of the cancellation within 24 hours of receiving the order confirmation by emailing welcome@thatisnilla.com
For orders over €150, a 5% cancellation fee will be charged in order to cover the transaction fees incurred to issue the refund.
Requesting a refund
To return an item, you must contact us at welcome@thatisnilla.com within 14 days of receiving your items. Items returned to us without first requesting a return will not be accepted.
Returns must be sent using a tracked service, and they must be insured for the total value. The address where the artwork must be sent back will be emailed.
Refund criteria
To be eligible for a return, the item must be in the same condition that you received it: in absolutely perfect condition, with no signs of damage on and in its original packaging (or a sealed new box if the original is damaged). Returned orders which do not comply with these criteria will not be accepted.
Refunds
Once we receive the returned item, we will notify you within 4 business days if the refund is approved.
If the refund is approved, you will receive the money back on the card you used to make the purchase. The refund time depends on the payment services provider’s conditions. We operate throughout Stripe.
You will be refunded the value of the items you have returned, excluding delivery and return shipping costs. The cost of transport to return the item and duties will be in charge of the customer.
For orders over €150, a 5% cancellation fee will be charged in order to cover the transaction fees incurred to issue the refund.
If the courier cannot deliver the package to you, they will arrange a second attempt. In this case, we can refund only if the item returns back and it returns without damages. In any case, the costs of transport and duties are not refunded. If you choose to have the item re-delivered, you are responsible for the second shipping cost.
Damaged and defective items
Please contact us immediately if the box is defective or damaged so we can evaluate the issue and make it right. The shipping courier requires photos of damaged packaging and contents to open an insurance claim. Please take the pictures and video as soon as you receive the box, before opening it and immediately after.