Refund policy

Nuu-Muu Returns, Exchanges & Refunds Policy

We want you to love your Nuu-Muu dress.

If something isn’t quite right, we’re here to help. Most items may be returned within 30 days of delivery, provided they are unworn, unused, unwashed, unaltered, with tags attached, and in original condition/packaging.

Questions? Contact us anytime: liveperson@nuu-muu.com

1. General Return Policy

Eligibility

To be eligible for a return, items must be:

• Unworn, unused, unwashed, and free of odor or damage
• Unaltered
• In original packaging
• With tags attached
• Accompanied by proof of purchase if you are not the original purchaser

Nuu-Muu reserves the right to refuse returns that do not meet these conditions.

Return Window

• U.S. customers: 30 days from the date you receive your order
• International customers: 30 days from the date you receive your order, unless your country provides stronger consumer rights — see the EU/UK section below

2. How to Initiate a Return

U.S. Customers

U.S. customers may choose either of the following options.

Option 1: Online Customer Portal

Use the online customer portal to start your return.

Steps:

1. Log in to the portal and select the item(s) you wish to return.
2. Print your prepaid USPS return label and packing slip.
3. Drop the package at USPS.

A return-shipping fee will be deducted from your refund.

Refund Timing for U.S. Portal Returns

Please keep the following timing expectations in mind:

• Return transit time: Return packages may take up to two weeks to reach us.
• Nuu-Muu processing time: Once received, we process returns quickly — typically within a few business days.
• Bank/credit card posting time: Your bank or credit card provider may take up to two additional weeks to post the refund after we issue it.

Option 2: Email Support

Email liveperson@nuu-muu.com for assistance.

We can help troubleshoot fit issues, provide instructions, or generate a return label for eligible U.S. returns.

Return Address

Nuu-Muu
1901 Cornwall Ave PMB 485
Bellingham, WA 98225
USA

3. International Returns

We accept international returns for eligible items. Please review the following details before mailing your return.

How to Start an International Return

Please initiate your return through the Orders section of your Nuu-Muu account page.

Starting the return through the online portal allows us to:

• Review and approve the return request
• Begin the return/refund workflow
• Know which item(s) to expect

Please note: Nuu-Muu cannot provide prepaid return shipping labels for international returns through our online return portal.

After submitting your return request, you will still need to arrange and pay for return shipping through the carrier of your choice.

Return Address

Nuu-Muu
1901 Cornwall Ave PMB 485
Bellingham, WA 98225
USA

Please include a note inside the package with your:

• Name
• Order number
• Item(s) you are returning

Return Shipping

International customers are responsible for all return shipping costs.

Duties, taxes, VAT/GST, customs processing fees, and carrier/brokerage fees paid at import are non-refundable through Nuu-Muu.

You may be able to request reimbursement from your local customs authority, but rules vary by country.

For customs purposes, please clearly identify the package as:

• “Returned Goods”
• or “Return of Merchandise”

We also recommend checking with your return carrier before mailing, as customs forms, duties, fees, brokerage requirements, and documentation can vary by country and carrier.

Please keep your tracking number and proof of shipment until your return has been received and processed. We also recommend choosing a trackable shipping method and considering insurance, especially for international returns.

Nuu-Muu is not responsible for return packages that are lost, damaged, delayed, rejected, or held by customs while in transit back to us. Refunds can only be issued for eligible returned items once they are received by Nuu-Muu and pass inspection.

Failure to mark packages correctly may result in import charges, delays, or rejected shipments that Nuu-Muu cannot cover.

Refund Timing for International Returns

Starting a return through the online portal begins the return/refund workflow, but the refund is not issued until the returned item arrives at Nuu-Muu and passes inspection.

Please keep the following timing expectations in mind:

• International transit time: International returns may take two weeks or more to reach us.
• Nuu-Muu processing time: Once received, returns are typically processed within a few business days.
• Bank/card posting time: Your bank or card issuer may take up to two additional weeks to show the refund on your account after we issue it.

Additional Note for Canadian Returns to the U.S.

Canadian customers returning items to Nuu-Muu are responsible for arranging and paying for return shipping. Requirements may vary depending on the carrier you choose.

If you use Canada Post, Canada Post may require both:

• A customs form
• A Zonos Prepay Declaration ID/QR code

This may be required before Canada Post will accept a package being returned to the U.S., even when the package is marked as returned goods.

When completing the Zonos Prepay process, you may be asked to classify the shipment, identify it as a return, confirm the country of origin, and pay any applicable duties or fees before the Declaration ID/QR code is generated. Zonos may calculate duties as $0, but you may still need to complete the process and obtain the Declaration ID/QR code.

All Nuu-Muu dresses are made in the United States. When completing customs, Canada Post, Zonos, or carrier forms for a Nuu-Muu dress return, the country of origin should be United States.

Canada Post’s current guidance for sending packages to the U.S. is available here:
https://www.canadapost-postescanada.ca/cpc/en/personal/sending-to-us-duty-updates.page

If you use UPS, FedEx, DHL, or another carrier, that carrier may have its own customs forms, commercial invoice requirements, brokerage process, duties/fees, or return-shipment instructions.

Please identify the shipment as “Returned Goods” or “Return of Merchandise” on customs/carrier forms, and confirm the current requirements directly with your chosen carrier before mailing.

4. Exchanges

We do not currently process exchanges online.

Instead, please:

1. Return the item(s) you wish to send back.
2. Place a new order for the item(s) you want.

This ensures faster fulfillment and availability in your preferred size/print.

5. Refunds

Starting a return request does not automatically issue a refund.

Once your return arrives at Nuu-Muu and passes inspection, we issue refunds promptly — typically within a few business days.

Refunds can only be issued for eligible returned items once they are received by Nuu-Muu and pass inspection. Nuu-Muu is not responsible for return packages that are lost, damaged, delayed, rejected, or held by customs while in transit back to us.

Please keep the following timing expectations in mind:

• Transit time to us: Packages may take up to two weeks or more to arrive, depending on carrier, distance, and customs processing for international returns.
• Nuu-Muu processing time: Returns are processed shortly after arrival and inspection.
• Bank/credit card posting time: Your financial institution may take up to two additional weeks to finalize the refund on your original payment method.

If more than 15 business days have passed since your refund notification, please contact us at liveperson@nuu-muu.com.

Promotions and discounts are not retroactive and cannot be applied to prior purchases.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival.

If you receive a defective, damaged, or incorrect item, please contact us immediately at liveperson@nuu-muu.com.

Please include:

• Your order number
• Photos, if possible
• A brief description of the issue

We will evaluate the issue and correct it promptly in accordance with applicable consumer protection laws.

Most regions — including the U.S., EU, UK, Canada, and Australia — require sellers to replace defective merchandise at no cost to the customer. Our policy is intended to comply with applicable consumer protection requirements.

7. Non-Returnable Items

The following items cannot be returned:

• Custom products, including special orders, personalized items, and print-on-demand items
• Final sale items
• Gift cards

Final sale items are not eligible for returns, exchanges, or price adjustments, unless otherwise required by applicable law.

8. Special Rules for the European Union & United Kingdom

Compliant with the Consumer Rights Directive and UK Consumer Contracts Regulations.

14-Day Cooling-Off Period / Right of Withdrawal

If your order was delivered within the EU or UK, you may cancel or return your order within 14 days of delivery, for any reason.

To exercise this right:

1. Notify us within 14 days.
2. Return the product within an additional 14 days after notification.
3. Items must be in original condition with tags attached.

Refunds for EU/UK Customers

For eligible EU/UK returns under the right of withdrawal:

• We will refund the product price and the standard outbound shipping cost.
• You are responsible for return-shipping costs.
• Refunds must be issued within 14 days of receiving the returned goods or proof of shipment, as required by applicable EU/UK law.
• Your bank may take up to two weeks to finalize the refund posting after we issue it.

Exceptions

The cooling-off period does not apply to:

• Custom or personalized products
• Final sale items clearly marked as non-returnable

9. Customs, Duties & Import Fees

International customers are responsible for:

• Import duties
• VAT/GST
• Customs processing fees
• Carrier or brokerage fees, if applicable

These fees are paid to your government, customs authority, or carrier and are non-refundable through Nuu-Muu.

You may be able to request VAT/GST/duty reimbursement from your local customs authority when returning an item, but rules vary by country.

When returning items internationally, please clearly identify the package as “Returned Goods” or “Return of Merchandise” on customs and carrier forms to help avoid unnecessary charges or delays.

Please confirm current requirements directly with your chosen carrier before mailing, as international return rules and customs requirements can change.

10. Contact Us Anytime

For questions about returns, exchanges, sizing, or international shipments, please contact:

liveperson@nuu-muu.com