Delivery, Exchange and Return Policy
DELIVERY
----
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 will take all measures to fulfill your order within 7 to 10 business days following the date your order is shipped. Please note that we do not ship on Sundays and public holidays. It is also necessary to allow for 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 a maximum of 30 business days. Once the order has been placed and the item is in production, the order cannot be canceled.
Someone must be available between 8 a.m. and 5 p.m. to receive delivered merchandise. This person must be able to confirm that the goods received are indeed those ordered. Otherwise, the order can be delivered to a mailbox, to the guard, or to a relay point. The delivery date may vary depending on factors such as the carrier's delivery practices, delivery location, delivery method and items ordered.
Additionally, items may be shipped in separate shipments..
If an item has not been collected from a collection point within the allotted time or the delivery information is incorrect and the package is returned to the sender. A new free shipment will be made until it is received.
You must notify us of any item damaged in transit within 24 hours of receipt. If the box is damaged during transit, the item received must be refused.
In the event of non-receipt of your order, although the tracking communicated to you indicates 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 successful delivery of the package. We will immediately resend your order or issue a refund according to your wishes.
RETURNS
----
Our returns policy lasts 14 days.* If 14 days have passed since your order was delivered, we unfortunately cannot offer you a refund/credit or exchange.
To be eligible 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 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 their responsibility, their return method excluding delivery to a Relay Point.
In the event that your tracking indicates that your package has been delivered to us, but 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 service attesting to the delivery of the package.
The return is at the buyer's risk. It is strongly recommended to declare the value of the returned merchandise and to insure the package against the risk of loss.
For a return, please send us an email to support@ninaperfectskin.com. To make a return, you must show us a receipt or proof of purchase and return your package to us according to the conditions above.
In the following situations, the reimbursement/credit note can only be partial, or even zero:
- Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to error on our part.
- Any item returned more than 14 days after delivery
- Any item that does not meet our conditions.
* It should be noted that returns and exchanges do not concern, for reasons of hygiene and health protection, the following unsealed goods: underwear, swimsuits bath, earrings and cosmetic products. Customizable items are not eligible for returns. For these products, the withdrawal period does not apply and the contract therefore constitutes a final sale (unless your item arrived damaged or deemed defective*).
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
- Subject of the request
- Reason for return request: description of the facts
- Amount of the sum paid
To return your products to us, send us an email to 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 whether to approve or reject your return request.
Missing items or wrong products received
In the event that an item is missing when you open 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.
Please note that in the case of an order including different products, they may be delivered separately.
If you have received the wrong product (size, color, model, etc.) we undertake to return the correct product to you within 7 working days of your report. The report must be made by email to support@ninaperfectskin.com within 30 days.
In the event that your item is deemed defective (element broken, unstitched, stained, etc.) you have 14 days from the date of receipt of the package to notify us after this deadline , no refund/credit or exchange can be granted). After confirmation, a new item will be sent to you.
Out of stock
If an item is out of stock, you will receive a refund of the original item amount or a refund.
We replace an item from the lingerie, swimsuit, or personalized item section, only if it is defective or damaged.
Gifts
If the returned item was marked as a gift when purchased and was sent directly to you, you will receive a gift credit equal to the value of your return. Once we receive the returned item, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or if the gift giver preferred to receive the item first and give it to you later, we will send a refund to the gift giver and he will know that you returned the item.
Refund
In the case of a refund, this will be made upon confirmation by our customer service. You will then receive an order refund confirmation email.
The refund is made to the payment method that was used to pay for your items.
By credit card, it takes 10 to 15 working days for the refund to appear in your bank account.
By PayPal, the refund is displayed immediately.
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 not refundable.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item worth more than $80, you should consider using a shipping service that allows you to track the shipment or purchasing delivery insurance. We do not guarantee that we will receive the item you return to us without a tracking number.
