Return Policy
We want you to be completely satisfied with your purchase. If you need to make a return for any reason, please follow our guidelines below to ensure a smooth and efficient process.
Ordered the wrong size? We offer free size exchanges. Just reach out to our support team and we'll take care of it.
Return Conditions
Timeframe
You have 30 days from receipt of your order to initiate a return.
Item Condition
Items must be unworn, unstained, unscented, and in new condition with all original tags and packaging intact.
Items that have been worn, soiled, altered, or damaged are not eligible for a return.
1. Orders paid with store credit or gift cards are not eligible for refunds.
2. In certain cases, we may send a replacement item without requiring the original to be returned. If you are not satisfied with the replacement, both the original and replacement items must be returned to qualify for a refund. This is a one-time exception — subsequent replacements will not be provided without a return.
Initiating a Return or Exchange
Email our customer service team at contact@nynfalace.com with your order number, a detailed reason for the return, and any supporting images if applicable.
Wait for authorisation and instructions from our team. Unauthorised returns will be sent back to the sender at the sender's expense.
Once authorised, pack the item securely in its original packaging to prevent damage during transit.
Return shipping costs are your responsibility. We recommend using a trackable service or purchasing shipping insurance, as we are not liable for lost or damaged returns. Please note that the return address is located at our Asian warehouse, which may result in higher shipping costs — we will offer you a more convenient solution in advance.
Processing Your Return
- Receipt & Inspection: We will notify you once we have received and inspected your return. Depending on the condition of the item, we will process your refund, store credit, or exchange.
- Refund Timing: If eligible, the purchase price will be credited to your original payment method within 7 working days of receiving the return.
- Follow-Up: You will receive an email confirmation once the refund has been processed. Please allow a few additional days for the refund to reflect in your account depending on your bank's processing time.