CUSTOMER SERVICE

Returns

Hopefully you have been thrilled with the NRBY products you have recently ordered.

We do realise however that sometimes products that look fabulous online, just don’t quite work for all.

In order to make returns easier for you, we have launched a new returns portal which allows you the customer to track your returns back to our warehouse.

This allows you to choose your ideal postal service:

•  Free standard UK returns via Royal Mail
•  DPD Courier (paid for by the customer at £5.99).

Enquiries - Should you ever have any queries, our customer care team are available online from 10am to 5:30pm Monday to Friday to assist your every need: Email - enquiries@nrbyclothing.com 

Return Policy

Christmas Returns Policy - Anything purchased on or after the 20th November 2023 can be returned until the 8th January 2024

Our returns policy is 28 days from the date you receive your order.

Please allow up to 14 days for us to receive and process your return from the date of your returns despatch date

We will confirm via email once your item has been processed and refunded.

We accept items which are returned within receipt of the 28-day time frame providing they are:

• In original condition with all tags in tact
• Do not have any make-up marks or perfume odour
• Have not been worn, wash and are in the original condition

Once your items are returned, you will be entitled to receive a refund. For item(s) returned after this time, we reserve the right to return the item(s) to you.

Any items purchased at John Lewis can only be returned to a John Lewis store, unfortunately items cannot be returned to our NRBY Clothing stores.

UK Returns

How to return your UK order:

Visit our free returns portal here: https://nrby.returns.international/

• To start the process, enter your order number and either your email address attached to the order, the postcode, or last four digits of your phone number.
• Select the item you want to return and return reason
• Select the carrier: Royal Mail Free Standard UK Return or Courier (Customer payment required)
• Once you have completed this process, you will have the drop off information to send back your return via Royal Mail or DPD. You can either print the returns label at home or use a QR Code to have the label printed in store.

Please repack the item as securely as possible, including the invoice/returns form inside. If you need a new one, please contact our customer support team.

We advise not to combine separate orders in one parcel

Our warehouse is a 3rd party logistics company and does not accept any parcels to be dropped off in person.

Exchanges

We are so very sorry but we are currently unable to offer exchanges.

We are working on it though...

EU and International Returns

Unfortunately being a newly launched brand, we are currently unable to offer free returns for NRBY purchases despatched to the EU and ROW.

All duty and taxes for International purchases and returns are at the liability of the customer.

We advise that all international returns should include proof of delivery and if necessary insurance cover (in the case of high value items).

Ensure that the invoice form is included with your return in order for us to fully identify your order.

Please address any returns to the following address:

NRBY
C/O Exclusive Logistics
Dewar House
Central Road
Harlow
CM2O 2ST
United Kingdom

Changed your mind? Your right to cancel

We understand that you may change your mind about something you have bought on our online store.

Unfortunately, due to our processes we are unable to intercept and cancel orders that have just been placed. Return the item to us and your order will be refunded in full (unless you chose Special Delivery at which point Standard Delivery cost will apply).

You have the right to cancel within 14 days of placing your order if you simply change your mind. We can offer a refund and request that you return the item(s) unused and with the security tags intact. Please ensure all returned packages are sent via our returns portal link as stated above, if sent outside our portal we cannot take responsibility for items damaged or lost in transit. We aim to process your refund within 14 days of your item(s) being received by us.

Our returns policy is 28 days from the date you receive the order./strong>

Where items are returned to use outside of this time period, we reserve the right to issue a credit note or to return the item(s) to you

Please also see the Exclusions, Refunds, Faulty T&Cs below.

Exclusions

Unfortunately, we cannot accept returns for the following items:

• Gift Cards
• Items that have had their hangtags removed
• Products purchased at any of our Sample Sale or 'pop-up' events.
• Items purchased through a third-party seller, for example, John Lewis
• Pierced jewellery

Undeliverable items

If items are undeliverable to you by the courier/postal service, these orders will be held for a defined period of time (varies per company) for you to collect. If uncollected items exceed this limit, they will be returned to us as the sender. All items will be automatically refunded and returned to stock. You will be notified via email of the refund once processed.

Refunds

We are not obliged to provide you a refund until we receive the product(s) back from you or we receive evidence (such as proof of postage) from you that you have sent the item(s) back to us. We strongly recommend that you send the products using a secure or trackable method - e.g., Recorded/Special Delivery - and that you retain your proof of postage.

We reserve the right to reject any return sent beyond the 28-day return period.

If the item is rejected your item(s) will be returned to you along with a letter outlining the reason(s).

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment within approximately two days of being processed. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement.

Faulty items will be refunded in full, including delivery charges where you have paid for the service or where an “Express”-type service has been selected as per your requirements, in which case the standard cost of delivery will apply.

Faulty Items

Please contact us via enquiries@nrbyclothing.com providing your Order Number (begins #), with as much information as you can regarding the fault.

We will require images where possible to enable us to advise you quickly and correctly the best method for resolution. We will contact you in writing to confirm the next actionable steps within 2 working days.

Customers are entitled to a full refund up to 30 days after receiving the goods if they arrive or develop a manufacturing fault. Outside this timeframe our customer support will advise further on the available options.

Delivery costs will also be refunded where you have paid for the service or where an “Express”-type service has been selected as per your requirements in which case the standard cost of delivery will apply.

Any item(s) where a fault has been caused due to customers negligence, such as, but not limited to, pulls from wear or not following the care instructions, we will not be held responsible.Only manufacturing faults will be considered

Purchases made in store:

Items can be returned to our stores (within 28 days of purchase) for a refund or Gift Card

Returns made outside the NRBY return portal/self-postage

If you choose to return outside the NRBY returns portal or via self-postage (your own shipping service):

• We will be unable to provide any updates on the parcel's location or provide confirmation of receipt.
• We would always recommend retaining proof of return/tracking details - if you contact customer services you may be asked to share this.
• If the parcel sent outside the portal is to go missing/get tampered with/become damaged in transit back to us, we would be unable to support or issue a refund for these missing goods. And a claim would need to be submitted directly to the postal company selected to return.