Refund and Return Policy

At Nienou, we want you to feel confident with every purchase. We understand that buying clothing online may sometimes come with uncertainty, so we aim to make returns and refunds as simple and reassuring as possible. If your purchase does not meet your expectations, you may request a return or refund in accordance with the terms below.

Please review this policy carefully before submitting a return request. If you have any questions, our customer service team will be happy to assist you.

Return Eligibility

To qualify for a return, the item must meet all of the following requirements:

• The item must be in its original condition, unworn, unwashed, and free from damage, stains, odors, or other signs of use.

• All original tags and labels must still be attached.

• The item should be returned with its original packaging, including any protective bags or boxes provided.

• A return request must be submitted within 30 days of the date you received your order.

We cannot accept returns for items that have been worn, washed, altered, or damaged after delivery. Certain intimate or personal apparel, including lingerie and sleepwear, may have additional hygiene-related restrictions. We recommend trying these items on over your own undergarments to help keep them in returnable condition.

How to Request a Return

To start a return, please follow these steps:

1. Email us at support@nienou.com and provide your order number and the reason for the return. If you are reporting a defect, damage, or incorrect item, please include clear photos showing the issue.

2. Our customer service team will review your request and, if approved, provide return authorization and instructions for sending the package.

3. Pack the item securely and include your order confirmation or order number. Send the package to the return address provided in our return instructions.

We strongly recommend choosing a tracked shipping service when returning an item. Nienou is not responsible for packages that are lost or damaged while being shipped back to us.

Unless the return is caused by a defective product or an error on our part, the cost of return shipping is the customer's responsibility.

Refund Process

After we receive your returned item, our team will inspect it and notify you whether your refund has been approved.

Once approved, the refund will be issued to your original payment method within 5–7 business days. The actual time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

Refunds cover the purchase price of the returned item. Original shipping charges are generally non-refundable unless the return resulted from an error on our part.

If your original order qualified for free shipping, Nienou reserves the right to deduct the actual shipping cost from the refund where applicable.

Exchanges

If you would like to exchange an item for another size, color, or style, please contact us at support@nienou.com to confirm whether the requested item is available.

For the quickest service, we generally recommend returning the original item and placing a new order for your preferred item. Our team will be happy to assist you throughout the process.

Defective or Incorrect Items

We carefully check orders before they are shipped. If you receive an item that is defective, damaged, or different from what you ordered, please contact us as soon as possible.

Email support@nienou.com with your order number and clear photos showing the problem. After reviewing the issue, we will arrange an appropriate solution, which may include a replacement or a full refund, including applicable shipping costs caused by our error.

Non-Returnable Items

For hygiene, safety, and promotional reasons, the following items cannot be returned:

• Sleepwear sets and lingerie, unless they remain unopened and sealed in their original packaging.

• Items clearly identified as Final Sale or Clearance on our website.

• Gift cards and promotional vouchers.

Late or Missing Refunds

If your refund has been approved but has not yet appeared in your account, please first check with your bank or credit card provider, as processing times may vary.

If you have confirmed with your bank or payment provider and the refund is still missing, please contact us at support@nienou.com. We will review the transaction and assist you as soon as possible.

Return Address

Your return address will be provided in the return authorization email.

Please do not send any item back before receiving return authorization and the appropriate return instructions from our team. Packages sent without prior authorization may experience delays or may not be processed.

Contact Us

If you have any questions regarding our Refund and Return Policy or need help with a return, please contact our customer service team.

Email: support@nienou.com

We appreciate your trust in Nienou and are committed to providing a smooth and supportive shopping experience.

With appreciation,
The Nienou Team