At NuVa Clothing & Accessories, we are committed to providing a seamless shopping experience from delivery to returns. Our policies reflect the premium service you expect from a luxury fashion retailer.
Shipping Information
Order Processing
All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.
Shipping Methods & Delivery Times
We offer two shipping options to meet your needs:
- Standard Shipping ($12.95): Shipped via DHL or FedEx with delivery in 10-15 business days after dispatch
- Free Shipping: Available for orders over $50, shipped via EMS with delivery in 15-25 business days after dispatch
Note: We currently ship worldwide with the exception of certain Asian countries and remote areas. Delivery times may vary depending on customs processing in your country.
Returns & Exchanges
We want you to be completely satisfied with your NuVa purchase. Our refined returns process ensures a hassle-free experience that matches our luxury standards.
Return Policy Overview
- 15-day return window from delivery date
- Items must be unworn, unwashed, with all original tags attached
- Original packaging required (especially for jewelry and accessories)
- Shipping fees are non-refundable except in cases of our error
Non-Returnable Items
To maintain product integrity and hygiene standards, the following cannot be returned:
- Earrings (for hygiene reasons)
- Hair accessories showing signs of use
- Worn gloves
- Items marked “Final Sale”
- Personalized or monogrammed pieces
Step-by-Step Return Process
- Submit Your Request: Email our concierge at [email protected] within 15 days of receiving your order. Use our template below for efficiency.
- Receive Authorization: Our team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
- Prepare Your Package: Include the original packing slip and ensure items are in pristine condition. Jewelry and eyewear must include original protective cases.
- Ship Your Return: Send to our New York facility using a trackable method. We recommend insuring high-value items.
- Processing: Allow 3-5 business days for processing after we receive your return. You’ll receive email confirmation at each stage.
Refund Information
Refunds are processed within 5 business days after we receive and inspect your return:
- Credit Card/PayPal: 3-10 business days depending on your financial institution
- Gift Cards: Refunded as store credit within 24 hours
Important: For international returns outside the U.S., duties and taxes are non-refundable. Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product).
Exchange Policy
For size or color exchanges:
- Indicate your preferred replacement in your return request
- Exchanges are subject to availability
- If your desired item is out of stock, we will issue a refund or store credit
Return Request Template
For your convenience, please use this template when contacting us:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear NuVa Concierge Team,
I would like to request a [return/exchange] for the following item(s) from my order #[Your Order Number]:
1. Item Name:
Size/Color:
Reason for Return:
– Item Name:
– Size/Color:
I confirm that the item(s) are in original condition with all tags attached and packaging intact.
Please provide return instructions at your earliest convenience.
Best regards,
[Your Full Name]
[Your Contact Number]
[Order Date]
Contact Our Concierge
For any questions about our shipping or returns policies:
- Email: [email protected]
- Phone: +1 (212) 555-0192 (Mon-Fri, 9am-5pm EST)
- Address: NuVa Returns, 2375 Public Works Drive, New York, NY 10001, USA
We appreciate your trust in NuVa and are committed to ensuring your complete satisfaction with every purchase from our curated collections.