Refund policy

Full Returns, Exchanges & Refunds Policy

We want you to love your Nuu-Muu 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, unused, unwashed, unaltered, with tags attached, in original/sellable condition, in original packaging when applicable, and not marked final sale.

Questions? Please email liveperson@nuu-muu.com.

Nuu-Muu currently provides customer support by email only. Nuu-Muu does not offer phone-based customer support.

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/sellable condition
In original packaging, when applicable
With tags attached
Not marked final sale
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.

For purposes of this policy, U.S. vs. international status is based on the order’s shipping address.

U.S. customers are customers with shipping addresses within the United States.
International customers are customers with shipping addresses outside the United States.

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 start a return through the Orders section of the Nuu-Muu account page: https://account.nuu-muu.com/

You may also 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.

For eligible and approved U.S. returns, Nuu-Muu may provide a prepaid return shipping label. The return-shipping cost will be deducted from your refund unless otherwise stated or required by law.

If a return includes multiple approved items from the same order, please return all approved items together in the same package using the return label provided.

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
Reason(s) for return

3. Refund Deductions for Shipping Costs

Free shipping is based on the value of the merchandise you ultimately keep.

If you received free outbound shipping on your order and your return brings the kept merchandise total below the applicable free-shipping threshold for that shipping destination, the original outbound shipping cost may be deducted from your refund.

If Nuu-Muu provides a prepaid return label, the return-label cost may also be deducted from your refund unless otherwise stated or required by law.

4. Refund Timing for U.S. Returns

Starting a return request does not automatically issue a refund. Refunds are issued only after the returned item arrives at Nuu-Muu, passes inspection, and is approved for refund.

For U.S. returns, please keep the following timing expectations in mind:

Return transit time: Return packages may take up to two weeks or more to reach us, depending on carrier and distance.
Nuu-Muu processing time: Once received, returns are typically processed 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.

Additional refund details, including payment method, delayed refund posting, and retroactive discounts or sale pricing, are included in Section 9.

5. International Returns

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

How to Start an International Return

International customers, meaning customers with shipping addresses outside the United States, should initiate returns through the Orders section of the Nuu-Muu account page whenever possible: https://account.nuu-muu.com/

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.

You may also email liveperson@nuu-muu.com for country-specific return instructions.

International 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
Reason(s) for return

International 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 return 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.

6. 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 refund details, including payment method, delayed refund posting, and retroactive discounts or sale pricing, are included in Section 9.

7. 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.

8. Exchanges

Nuu-Muu does not currently process direct exchanges online or by mail.

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, style, and print. Nuu-Muu inventory often changes quickly, and placing a new order helps make sure you get your first choice before it sells out.

If you would prefer to place a new order first and wait to return the original item(s) until after you decide what you ultimately want to keep, please email liveperson@nuu-muu.com to request approval before your original 30-day return window expires.

If approved by Nuu-Muu in writing, this may allow you additional time to compare the original item(s) and replacement item(s) before sending any return package back. This can be especially helpful for international customers, since returning multiple items together in one shipment may help avoid paying return shipping more than once.

Any approved extension or delayed-return arrangement must be confirmed by Nuu-Muu by email. Items must still meet all return eligibility requirements when returned, including being unworn, unused, unwashed, unaltered, with tags attached, in original/sellable condition, in original packaging when applicable, and not marked final sale.

9. Refunds

Refunds are issued to the original payment method whenever possible.

Once your return arrives at Nuu-Muu and passes inspection, we issue refunds promptly — typically within a few business days. Your financial institution may take additional time to finalize and post the refund to your account.

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

Promotions, discounts, sale pricing, and final-sale pricing are not retroactive and cannot be applied to prior purchases.

10. Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival.

If you receive a defective, damaged, or incorrect item, please contact us right away at liveperson@nuu-muu.com so we can review the issue and help make it right.

Please include:

Your order number and your name
Clear photos of the item and problem area, if possible
A brief description of the issue

We will evaluate the issue and work with you on the appropriate next step.

11. 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
Everyday Goods and other non-dress merchandise, unless otherwise stated at the time of purchase

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

12. Special Rules for the European Union & United Kingdom

This section is intended to address EU and UK consumer withdrawal rights.

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

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

We will refund the product price and standard outbound shipping cost when required by applicable law.
You are responsible for return-shipping costs unless otherwise required by applicable law.
Refund timing will follow applicable EU/UK requirements.
Your bank may take up to two weeks to finalize the refund posting after we issue it.

Exceptions

The cooling-off period may not apply to custom or personalized products, or to other items where an exception is allowed by applicable law.

13. 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.

14. Questions About Returns, Exchanges, or Refunds

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

liveperson@nuu-muu.com