Delivery, Exchange and Return Policy
SHIPPING DETAILS
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The delivery times indicated on the payment page, regardless of the destination, are indicated in working days. Unless exceptional circumstances prevent us from doing so, we take all measures to fulfill your order within 7 to 10 working days following the date of shipment of your order. Please note that we do not ship on Sundays and holidays. You should also expect delays in processing orders during holiday periods, the summer period or special events, including Cyber Monday, Black Friday and the Christmas period.
Customizable items are shipped within 30 business days. Once the order has been placed and the item is in production, the order cannot be canceled.
A person must be available between 9 a.m. and 17 p.m. to receive the delivered merchandise. This person must be able to confirm that the goods received are those that were ordered. Otherwise, the order may be delivered to a mailbox, to the caretaker, or to a relay point. The delivery date may vary depending on factors such as the delivery practices of the carrier, the delivery location, the method of delivery and the items ordered.
Alternatively, items may be shipped in separate shipments.
If an item has not been picked up at a relay point within the time allowed or the delivery information is incorrect and the package is returned to the sender. A new free sending will be carried out until good reception of this one.
You must notify us of any items damaged in transit within 24 hours of receipt. If the box is damaged in transit, the item received must be refused.
In case of non-receipt of your order, although the follow-up having been communicated to you indicates a successful delivery. In this case, we ask you to send us an email to support@ninaperfectskin.com.
We will then open an investigation with the delivery service concerned. If, however, the delivery service does not confirm the correct delivery of the package. We will immediately resend your order or process the refund according to your wishes.
RETURNS
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Our return policy lasts 14 days.* If 14 days have passed since the delivery date of your order, unfortunately we cannot offer you a refund/credit or an exchange.
To qualify for a return against, your item must be in perfect condition, unused, unworn, unwashed, unadjusted, clean with its accessories and in the same condition in which you received it (excluding items mentioned below and not eligible for returns).
It is up to the customer to keep the proof of this return, which implies a return by registered mail or any other means allowing the traceability of the package giving a certain date to this shipment. Return costs are the responsibility of the buyer. The buyer is free to choose, under his responsibility, his method of return excluding delivery to a Relay Point.
In the event that your tracking indicates that your package has been delivered to us, but that we do not have it in our possession. It is up to you as the shipper to open a dispute with the logistics service you have chosen. To validate the return of your order, we will need a declaration from the logistics department attesting to the delivery of the package.
The return is at the buyer's risk. It is formally recommended to declare the value of the returned goods and to insure the package against the risk of loss.
In the context of a return, please send us an email at support@ninaperfectskin.com. To make a return, you must present us with a receipt or proof of purchase and return your package to us according to the conditions above.
In the following situations, reimbursement/credit can only be partial, or even zero:
- Any item that is not in its original condition, that is damaged or that has some missing parts for reasons that are not due to an error on our part.
- Any item that is returned more than 14 days after delivery
- Any item that does not comply with our terms.
* It should be noted that returns and exchanges do not concern, for reasons of hygiene and health protection, the following goods: underwear, swimsuits, customizable items and cosmetic products. For these products, the withdrawal period does not apply and the contract therefore constitutes a final sale (unless your item has arrived damaged or found to be faulty*).
Each return request must be made by email to support@ninaperfectskin.com or from your customer account.
The return request must include the following information:
- Complete identity of the recipient
- Object of the request
- Reason for the return request: description of the facts
- Amount of the sum paid
To return your products to us, send us an email at support@ninaperfectskin.com if you are eligible.
Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also notify you of our decision to approve or reject your return request.
Missing items or wrong products received
In the event that an item is missing when opening your package, please contact our services at support@ninaperfectskin.com so that one of our agents can check the weight of your package and return the item to you within the case of an incorrect weight.
Note that in the case of an order comprising different products, these may be delivered separately.
If you received the wrong product (size, color, model etc.) we undertake to send you the right product within 7 working days after your report. Reporting must be done by email to support@ninaperfectskin.com within 30 days.
In the event your item is found to be faulty (element broken, unstitched, stained etc.) you have 14 days from the date of receipt of the package to notify us beyond this period, no refund/credit or exchange cannot be granted). After confirmation, a new item will be sent to you.
Sold out
If an item is out of stock, you will receive a refund the amount of the original item or a refund.
We replace an article from the lingerie, swimsuit, or personalized article, only if it is defective or damaged.
Gifts
If the returned item was identified as a gift at the time of purchase and it was sent to you directly, you will receive a gift credit equal to the value of your return. Once we have received the returned item, a gift certificate will be mailed to you.
If the item has not been identified as a gift at the time of purchase, or if the gift giver preferred to first receive the item for you later, we will send a refund to the gift giver and they will know that you have returned the item.
Shipping
Our items are shipped within 24 to 72 working hours depending on the product ordered and available stocks.
You will be responsible for paying your own shipping costs to return your item. Shipping costs are non-refundable.
Depending on where you live, the time required to receive your exchanged product may vary.
If you are shipping an item worth more than $80, you should consider using a delivery service that allows you to track the shipment or purchase delivery insurance. We do not guarantee that we will receive the item you return to us without a tracking number.
