Returns Policy

We hope you will love your Nui Ami order, but if you are unhappy with our products for any reason, unless sale items, they can be returned for exchange or refund, provided that the following guidelines are observed.

Nui Ami offers free trackable returns for UK orders. At present we do not offer free returns for orders from outside the UK.

Please contact us for your return authorisation number within 14 days of receipt of your item by emailing customerservice@nuiami.com, quoting your order number and giving us the following information:-

  1. Please detail the item(s) including the reference code(s) that you wish to return for refund/exchange by indicating the reason for the return.
  2. Please indicate whether you require a refund or exchange (if you are requesting an exchange, please also indicate the new style, size and/or colour).

Your returned item must be received by our studio within 14 days of the authorisation number being issued.

All returned items should be returned unworn and packaged as per the original order with all tags and garment labels in place, carefully folded and packaged inside the original unmarked gift box.

Your return should include the original packing note enabling us to identify the return quickly and efficiently. In the case of gifts, please ensure the name of the purchaser is quoted in all correspondence. Failure to do so will result in delays processing your return.

For UK customers, please use the free returns label with your order. Please ensure you keep your proof of postage receipt from the Post Office when returning your order.

If you do not follow these return instructions, delays in processing your return may result or deductions being made to the value of your refund and/or exchanges/refunds being refused.

We will aim to process your returns and refunds within 7 days of receipt. We will  however keep you informed of our progress by email and provide you with a realistic timeframe, once we have received your returned article for refund.

We suggest goods are returned using a registered/trackable service, as we cannot be held responsible for goods which are lost or damaged in transit. Please note, we do not refund shipping costs/duties and taxes incurred to Non-UK orders. Nor do we cover the charge for returns/exchanges to be sent back to us to Non-UK orders, with the exception of goods that are faulty.

Goods must be sent to the below address:

Nui Ami, The Studio
47 Lancaster Park
Richmond, Surrey
TW10 6AD 
United Kingdom

Exchange

Subject to stock availability, we will exchange eligible items that are returned to us within 14 days of receiving the return authorisation number from us. In such circumstances where we are unable to provide an exchange, we will firstly offer a credit note. The new item will be shipped to you after the returned item has been received by us and checked.

Again we will aim to process your returns and exchanges within 7 days of receipt but sometimes and as we are a small company this many take longer, particularly in the holiday periods. We will however keep you informed of our progress by email and provide you with a realistic timeframe, once we have received your returned article for exchange. If an item has been reduced in price there will be no credit applied. Exchange orders will be delivered to the same shipping address stated on the original order. Free returns are not offered for exchanges and if the order is still not correct for the customer, the order must be returned at the customer's cost and we suggest goods are returned using a registered/trackable service, as we cannot be held responsible for goods which are lost or damaged in transit. 

Refund

If you wish to receive a refund for returned items, eligible items need to be returned and reach us within 14 days of being received by you. Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 30 days to appear in your account. This is outside of our control. Shipping fees cannot be refunded.

We will aim to process your returns and refunds within 14 days of receipt but sometimes and as we are a small company this many take longer, particularly in the holiday periods. We will however keep you informed of our progress by email and provide you with a realistic timeframe, once we have received your returned article for refund. 

Faulty Goods

Please note, returns of faulty items will only be accepted if the goods were faulty when delivered. We thoroughly check your purchase for any faults before dispatching to ensure our high standards, but if you do receive a faulty item, with a clear manufacturing default, then we are committed to resolving this for you. All items returned as faulty will be inspected on receipt and good showing wear and tear will not be accepted as faulty. Similarly, we cannot accept responsibility for garments that have been damaged when laundered if our care instructions on the garment label have not been followed. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us about the fault.

If we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to your card to the value of the item at the time of purchase and any shipping costs incurred at the time of sale. Please note that refunds can take up to 30 days and are subject to regulations.

Sale Items

Please note that all orders of sale items (those displaying a reduced price) are final. No refund can be offered against sale purchases and the conditions set out above will not apply. However where circumstances allow we can offer an exchange or credit note.