Refund policy

Returns

To keep our operation sustainable, every piece is made to order for you as soon as you place your order, so we are not able to accept returns or offer refunds for change of mind.

That said, we stand by our work and are here to help if there is a problem with your purchase. We are a family-owned and trusted operation, originally established over 30 years ago, and we would be happy to have a conversation and answer any questions before you order.

The only case in which we accept an item back is when it arrives defective, damaged, or is not what you ordered. Please inspect your order on delivery and let us know upon receipt, and in any case within 7 days of delivery.

Exchanges (defective or damaged items)

We replace items only if they are defective, or not as ordered. To arrange an exchange, email us at sales@nivelle.nyc or call +1 212 382 3062 upon receipt, with your order number and a few clear photos of the issue. Kindly ship back once approved using an insured shipping label.

To be eligible for exchange, the item must be unworn, in the same condition you received it, and in its original packaging.

Please do not ship anything back without an approval from us and without notifying us first. Kindly use an insured shipping label.  We cannot guarantee that we will receive items sent without insurance, and we are not responsible for them.

Once your item is received and inspected, we will email you to confirm receipt and let you know whether the exchange has been approved. We will let you know the expected timing when the exchange is approved.

Return shipping

Once you have an insured shipping label from us, send the item to: Nivelle.nyc, 288 Westbury Ave, Carle Place, NY 11803, United States.

Delivery times for replacement items vary depending availability. You will receive a shipping notification by email when the replacement is on its way.

Trade and wholesale orders

For trade customers, the terms of your wholesale agreement or invoice apply to returns, exchanges and repairs. If you are unsure, contact your Nivelle representative.