RETURNS

 RETURNS,  EXCHANGES and REFUNDS

We do not offer Free Returns. All international returns must be posted back to us at the customer’s expense, quoting your Order Number.

You have 14 days from the date of receipt to return your item for a refund. The 14-day period begins on the day the order is delivered.

A full return refers to the cost of the items only. The cost of delivery will not be refunded. Items should be returned unused and with all Nokaya labels still attached. Returns that are damaged or soiled will not be accepted and will be sent back to the customer, and/or a refund will be refused. Briefs should be tried on over underwear.

SALE items purchased at a reduced price are not eligible for return or exchange.

Please note that we cover the shipping cost for the new exchange items sent to the customer.

Unclaimed Parcels

If you refuse to accept a delivery, the cost of the refund will be reduced by the shipping charges for both directions (to and from the customer).

Please note that parcels sent via Landmark Maxi may take up to 16 weeks to be returned to us.

To arrange the return, please сomplete the form. 

You shall return cancelled orders, faulty goods or items for exchange, marking your order number clearly to:

Nokaya c/o Flostream Ltd

Unit 2, Blackthorne Point,

Blackthorne Road, Poyle

SL3 0DA, United Kingdom

In relation to Covid-19 regulations, the terms of deliveries might differ depending on governmental regulations. We are using the highest hygiene measures in the preparation of all orders. 

Please email our Customer service team at sales.nokaya@gmail.com or complete the returns form.

The customer is liable for any damages to the goods or loss while in transit back to us. We also recommend you retain the proof of return, such as a postal receipt.

Refunds and exchanges are made approximately one week after receipt of goods to allow for inspection. Customers who have paid by credit card will have their account credited. We will not make refunds to a third party. As soon as we receive your returned goods, we will process your request.

If you wish to exchange your item, please contact us at sales.nokaya@gmail.com or via Contact us form. Replacement goods will be dispatched within seven working days. If your chosen substitute is not in stock, we will contact you to offer an alternative.

If you have any further questions, please do not hesitate to contact us.

Please note that Business hours are considered Monday - Friday 10 am - 7 pm.

FAULTY GOODS

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear, by accident, or through misuse will not be considered faulty. If your item is faulty when you receive it, you can return it for a refund within 14 days from the date you received it. If you have owned your item for longer than this the return won't be accepted.