Returns & Cancellations

Every Ninna Brand order is covered by a 30-day return window. This page explains exactly how returns and cancellations work, what we need from you, and how long each step takes.

All returns and cancellations are handled by email.

How to request a return

Email support@ninnabrand.com within 30 days of receiving your item and include:

• Your order number.
• The item or items you want to return.
• The reason for the return.
• A photo, if the item arrived damaged or incorrect.

We review your request and reply by email. If your return is approved, we send you a prepaid return shipping label along with instructions on how and where to send the package. You do not need to find the address yourself, and you do not pay for the return shipping.

Please do not send anything back before requesting a return. Items sent to us without an approved request cannot be accepted or refunded.

Condition we need

To be eligible for a return, the item must be:

• In the same condition you received it
• Unworn and unused
• With all original tags attached
• In its original packaging

You will also need the receipt or proof of purchase, which is the order confirmation email we sent you.

Refunds

Once your return arrives, we inspect it and email you to confirm whether the refund was approved.

If approved, the refund is issued automatically to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the amount to your statement, which is outside our control.

If more than 15 business days have passed since we approved your return and you still have not seen the refund, email support@ninnabrand.com and we will follow it up for you.

Cancelling an order

Orders can be changed or cancelled before they enter processing. Processing begins 1 to 3 business days after payment is verified, so the sooner you write, the more likely we can stop it.

To cancel, email support@ninnabrand.com with your order number and the word Cancel in the subject line.

Once processing has begun we can no longer change or cancel the order, because it has already been prepared for dispatch. In that case, wait for the delivery and open a return using the steps above — the 30-day window applies normally.

Damaged, defective or wrong item

Please inspect your order as soon as it arrives. If the item is defective, damaged, or is not what you ordered, email us immediately with your order number and a photo of the item.

We evaluate the issue and make it right. Cases like these are not counted against the standard return conditions.

Items we cannot accept

Some items cannot be returned:

• Perishable goods, such as food, flowers or plants
• Custom or personalised products, including special orders
• Personal care goods, such as beauty products
• Hazardous materials, flammable liquids and gases
  
• Gift cards

If you are unsure whether your item qualifies, email us before ordering or before sending anything back and we will tell you.

Exchanges

We do not process direct exchanges. The fastest way to get the piece you want is to return the item you have and place a new order separately. This way the new item ships immediately instead of waiting for the return to arrive.

European Union — 14-day cooling off period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without giving a justification.

The item must still be in the same condition you received it: unworn, unused, with tags and in its original packaging, with the receipt or proof of purchase. This right is in addition to our standard 30-day return window, not instead of it.

Questions

Anything at all about a return, a cancellation or a refund, write to support@ninnabrand.com. We answer Monday to Friday, 9:00 a.m. to 6:00 p.m.

This page summarises our Refund Policy and Shipping Policy, which remain the governing documents. Where a difference exists, the policies prevail.