At Naelieskin, your peace of mind is our priority. We are committed to providing a smooth shopping experience and resolving any issues fairly, professionally, and transparently.
1. Return Eligibility
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible, the item must be:
In the same condition as received
Unused and unworn, with original tags (if applicable)
In its original packaging
Accompanied by a receipt or proof of purchase
2. How to Start a Return
To initiate a return, please contact us at support@naelieskin.com.
If your return is approved, we will provide return instructions and, when applicable, a return shipping label along with details on how and where to send your package.
Important: Items sent back without first requesting a return and receiving authorization will not be accepted.
3. Return Shipping Fees
Quality Issues: If the return is due to our error (defective, damaged, or incorrect item), Naelieskin will cover the return shipping costs.
Personal Preference: If the return is due to a change of mind or personal preference, the customer is responsible for return shipping fees, and original shipping charges are non-refundable.
4. Damages & Issues
Please inspect your order upon delivery. If your item arrives defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and make it right.
5. Non-Returnable Items
Certain items cannot be returned, including:
Custom or personalized products
Personal care items (such as hygiene products)
Hazardous materials, flammable liquids, or gases
Sale items and gift cards
6. European Union 14-Day Cooling-Off Period
For orders shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. The item must be unused, in its original packaging, and include proof of purchase.
7. Refunds
Once we receive and inspect your return, we will notify you of the refund status.
Approval: If approved, refunds are issued automatically to your original payment method.
Timeline: Please allow up to 10 business days for our team to process the refund. Your bank or credit card provider may require additional time (usually 3–5 days) to post the transaction.
If more than 15 business days have passed since approval, please contact us at support@naelieskin.com
8. Our Commitment to Resolution
We encourage you to contact us first at support@naelieskin.com for any concerns. We acknowledge messages within 48 hours and aim to provide a complete resolution or fair suggestion within 7–14 business days.
Legal Entity: CREDOSTAR BUSINESS LIMITED
Return Center / Business Address: FLAT 03, 15/F, No. 85 Cheung Shing Street, Sai Pin Wai, Yuen Long District, Hong Kong