RETURNS

1. Start on the returns portalOpen the returns portal, enter your order number and the email you ordered with, and choose a refund or an exchange. This is how your refund reaches you, straight to your original payment method.
2. Pack the item unworn, with all NOKAYA tags attachedPlease keep the tags on and try briefs on over your own underwear. Sale items can be returned or exchanged just like any full-price order.
3. Post it to the address below and keep your proof of postageSend it back at your own cost via a tracked or recorded service. You are responsible for the item until it reaches us, so please keep your proof of postage.

Once it reaches us, we refund to your original payment method, usually within 7 days, or send your exchange out within three working days. Exchanges and faulty returns are sent, and covered, at our cost.

You cover return postage on change-of-mind returns. Start your return in the portal above, then post the item back to us quoting your order number.

For exchanges, we cover the cost of sending your new size or item out to you.

If your item is faulty, we cover the return postage as well.

We can only accept items that come back unworn, with all NOKAYA tags still attached. Anything damaged or marked beyond a simple try-on may be returned to you, or your refund reduced to reflect the loss in value.

For hygiene, please try briefs on over your own underwear.

Once our warehouse confirms your return, we send any replacement out straight away, usually within three working days.

Refunds are issued through the returns portal, back to your original payment method only, never to a third party, usually within 7 days of your return reaching us.

If you cancel a full order within 14 days, we also refund the standard outbound delivery. If your chosen size is out of stock, we will contact you with options.

If your item is faulty (not of satisfactory quality, fit for purpose, or as described), you can return it for a full refund within 30 days of receipt, and we cover the return postage.

Wear and tear, accidental damage or misuse are not classed as faulty.

Please keep your proof of postage; you are responsible for the item until it reaches us. Your return window is met by the date you post, not the date it arrives.

If a delivery is refused or returned to us undelivered, we may pass on the return-leg postage where you were told you would cover it.