Returns & Refunds

RETURNING AN ORDER

How do I initiate a return or exchange?

To benefit from a return of your order, your item must be absolutely unused and in the same condition in which you received it. This policy applies to all products, including sale items and limited editions.

How to Start a Return

  • Ordered as a Members: Log in to your account, go to "Order History," and select the items you wish to return.
  • Ordered as a Guests: Contact our customer service team with your order details for assistance.
  • Wait for Authorization: Our team will review your request and send you further instructions and a return authorization.

Once you have received the return instructions and/or the shipping label, you have a limit of 14 days to ship the product back to us. If these 14 days have passed, your return request will automatically expire, and the item can no longer be returned.

Shipping & Costs

  • Return Address: All returns must be shipped to: 50 Avenue des Champs-Γ‰lysΓ©es, 75008, Paris, France.
  • Defective Items: If the product is damaged, Naylara provides a prepaid return label.
  • Other Returns: For changes of mind or size issues, shipping costs are the customer's responsibility.
  • Exchanges: We do not offer direct exchanges. Please return your item for a refund and place a new order.

Refund Process

  • No Restocking Fees: You will be refunded the full value of the returned products.
  • Timeframe: Once we receive and inspect your package at our warehouse, your refund will be processed within 3 to 7 business days.

Final Sale & Partial Refunds

Items or orders for which a partial refund has been accepted (e.g., for shipping delays or as an alternative to a full cancellation) are considered Final Sale. These items are not eligible for return or further refund, except in the case of a verified manufacturing defect. By accepting a partial refund to keep the product, the customer waives the right to the standard withdrawal period for that specific order.


Broken/Defective product

If your order arrived with one or more defective items, you will be asked to provide proof of the defect so that we can check the situation thoroughly (photo, delivery note). The refund will be made within 3 to 7 business days after receipt of the returned package at our warehouse.


Stolen/Lost package

If your order has not arrived within the estimated timeframe, or if it is reported as lost or stolen during transit, we will initiate an investigation with the carrier. No action is required on your part; we will keep you fully informed throughout the process. Once the loss is confirmed, a refund will be processed within 3 to 7 business days.

Withdrawal period

Our withdrawal period is 14 days. If 14 days have elapsed since receipt of the product, we will unfortunately not be able to offer you a refund.

Returning a gift

In the case of gifts, if the item you wish to return has been shipped directly to you, you will receive a gift credit equal to the value of your return. Again, only when we have received the item will a gift voucher be emailed to you.

If the item was not identified as a gift at the time of purchase, or if the gift giver preferred to receive the item first and deliver it to you later, we will send a refund to the gift purchaser and the gift purchaser will know that you have returned the item.

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How will it be processed ?

Wondering how your refund will be processed? Here's how, depending on the method you use:

  • Credit and Debit Cards:Β The same account used to make the purchase will be credited.
  • Payment processor:Β If you use payment services such as Paypal, GooglePay, AmazonPay, ApplePay... The amount will be credited by the same source used for payment.
  • e-Gift Card:Β e-Gift cards cannot be returned (except where required by law). Refunds on returned merchandise purchased with a gift card will be applied to a new e-gift card.