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.
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.
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 credit or an exchange.
To be able to benefit from a return against credit, 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, the 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*). However, you have the option of subscribing to the lingerie exchange guarantee: https://ninaperfectskin.fr/products/garantie-echange
Each return request must be made by email to support@ninaperfectskin.com or from your customer account.
The request for return against credit must mention 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. The amount of the sum of the returned items will then be returned to you in the form of a credit note.
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 credit or exchange can be granted).
Sold out
If an item is out of stock, you will receive a credit for the amount of the original item or a refund.
Exchanges and returns
When an exchange or return is accepted, it is in the form of a credit for the amount of the value of your purchase, excluding any express delivery costs. Valid on the same item in another color and size for exchanges.
We replace an item in the lingerie section only if it is defective, damaged or if you have subscribed to our exchange guarantee. If in this case, you want to exchange it for the same item, send us an e-mail to support@ninaperfectskin.com
If you have subscribed to our Exchange Guarantee, you have 14 days following the reception of your purchase, to inform us by email at support@ninaperfectskin.com of your wish to apply the guarantee.
The product must be returned according to the conditions mentioned in the return section above. The return costs are your responsibility. A warranty purchased is valid only for an exchange and for a single item normally not eligible for returns. You will then receive a credit note for the amount initially paid for this item, in order to order the same item in a different size and/or color.
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.
Dispatch
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.
