Refund policy
Nuu-Muu Returns & Exchanges Policy
We want you to love your Nuu-Muu Dress.
We want you to love your purchase. 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, unwashed, unaltered, with tags attached, and in original condition/packaging.
Questions? Contact us anytime: liveperson@nuu-muu.com
1. General Return Policy (U.S. & International)
Eligibility
To be eligible for a return, items must be:
- Unworn, unused, unwashed, and free of odor or damage
- 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 EU/UK section below)
2. How to Initiate a Return
U.S. Customers
You may choose any of the following options:
Option 1: Online Customer Portal
- Log in to the portal and select the item(s) you wish to return.
- Print your prepaid USPS return label and packing slip.
- Drop the package at USPS.
- A return-shipping fee will be deducted from your refund.
Refund Timing for U.S. Portal Returns:
- Return packages may take up to two weeks to reach us.
- Once received, we process returns quickly—typically within a few business days.
- 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.
Return Address:
Nuu-Muu
1901 Cornwall Ave PMB 485
Bellingham, WA 98225
USA
3. International Returns
We happily accept international returns. Please review the following details:
Return Shipping
- International customers are responsible for all return shipping costs.
- Duties and taxes paid at import are non-refundable through Nuu-Muu (you may request reimbursement from your local customs authority).
Return Method
Initiate your return via the Orders section of the account page. A return shipping label and return invoice will be sent via email. Enclose the return invoice with the package and clearly label the package as “Returned Goods – No Commercial Value.”. We highly recommend checking with the return carrier when you drop off the package as local regulations can vary as to additional customs documentation required.
Failure to mark packages correctly may result in import charges that Nuu-Muu cannot cover.
Refund Timing (International)
- Transit times vary, but it may take up to two weeks or more for international returns to reach us.
- Once received, we process returns within a few business days.
- Your bank or card issuer may take up to two additional weeks to show the refund on your account.
4. Exchanges
We do not currently process exchanges online.
Instead, please:
- Return the item(s) you wish to send back
- Place a new order for the item(s) you want
This ensures faster fulfillment and availability in your preferred size/print.
5. Refunds
Once your return arrives and passes inspection, we issue refunds promptly—typically within a few business days.
Please keep the following timing expectations in mind:
- Transit time to us: Packages may take up to two weeks to arrive depending on carrier and distance.
- Nuu-Muu processing time: Returns are processed shortly after arrival.
- 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:
- Contact us immediately: liveperson@nuu-muu.com
- Include your order number and photos if possible
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 complies with these requirements.
7. Non-Returnable Items
The following items cannot be returned:
- Custom products (special orders, personalized items, print-on-demand items)
- Final sale items
- Gift cards
Final sale items are not eligible for returns, exchanges or price adjustments.
These exclusions comply with standard global e-commerce regulations.
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:
- Notify us within 14 days
- Return the product within an additional 14 days after notification
- Items must be in original condition with tags attached
Refunds for EU/UK Customers
- 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
- Your bank may take up to two weeks to finalize the refund posting after we issue it
Exceptions (EU Law)
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
These fees are paid to your government and are non-refundable through Nuu-Muu.
You may be able to request VAT refunds from your local customs authority (varies by country).
Packages must be clearly labeled “Returned Goods” to avoid unnecessary charges.
10. Contact Us Anytime
For questions about returns, exchanges, sizing, or international shipments:
📧 liveperson@nuu-muu.com