Refund policy
Refund policy
Last updated: 29 August 2026
1. ABOUT THIS POLICY
This Return and Refund Policy applies to purchases made through https://naellia.com and delivered to addresses in Australia.
Naellia.com is operated by V.O.F. Stefan en Richard, a general partnership established in the Netherlands and registered with the Netherlands Chamber of Commerce under number 89937503.
In this policy, “business days” means Monday to Friday, excluding public holidays that materially affect customer service, fulfilment, delivery or payment processing.
Our voluntary return policy is additional to your legal rights. Nothing in this policy excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot lawfully be excluded, including applicable rights under the Australian Consumer Law.
2. RETURN AND REFUND SUMMARY
For an eligible voluntary change-of-mind return:
- You must contact us within 30 calendar days after the order is recorded as delivered.
- Returns are completed by mail through the return route authorised by Naellia.
- You arrange and pay for the return shipment. Return postage for a change-of-mind return is your responsibility.
- After receiving our return instructions, you must hand the parcel to a carrier within 14 calendar days.
- We do not charge or deduct a restocking fee, a handling fee or a return-processing fee.
- We normally inspect a returned item within 5 business days after it reaches the authorised return address.
- Once a refund is approved, we issue it to the original payment method within 5 business days.
- Your bank, card issuer or payment provider may then take an additional 5 to 10 business days to display the refund.
A return relating to a faulty, unsafe, damaged, incorrect or materially misdescribed item is handled differently. In that situation we provide a free return method or reimburse your reasonable return costs, as set out in sections 9 and 12.
3. 30-DAY CHANGE-OF-MIND RETURNS
You may request a voluntary change-of-mind return within 30 calendar days after the date on which your order is recorded as delivered. Your return request is considered started when we receive your email at info@naellia.com within that period.
After confirming that the return meets the clearly stated conditions in this policy, we will email you:
- a return authorisation reference;
- packing and return instructions; and
- the authorised return address for your order.
For a change-of-mind return you then arrange the return shipment yourself, at your own cost, using a tracked service.
The parcel must be handed to a carrier within 14 calendar days after our instructions are received.
Returns are accepted by mail through our authorised return route. We do not offer in-store, showroom or kiosk returns.
4. CONDITION OF CHANGE-OF-MIND RETURNS
To qualify for a voluntary change-of-mind return, an item must:
- be unworn, unwashed and unused, except for careful indoor try-on;
- remain in its original condition;
- have all original product tags attached;
- have any applicable hygiene seal attached, intact and unaltered;
- be free from damage, alteration, washing, odours, perfume, smoke, makeup, fake tan, deodorant, pet hair and other marks;
- include its original packaging where reasonably possible; and
- be accompanied by the order number or another reasonable form of proof of purchase.
These conditions apply only to voluntary change-of-mind returns. They do not apply in a way that limits a right relating to a faulty, unsafe, damaged, incorrectly supplied, materially misdescribed or otherwise non-compliant product.
5. ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS
The following items cannot be returned solely because you changed your mind:
- gift cards;
- personalised, customised or made-to-order products;
- underwear or intimate apparel that has been worn or tried on directly against the skin;
- swimwear or bodysuits where the hygiene seal has been removed, damaged or altered; and
- an item clearly marked “Final Sale” on the relevant product page before purchase.
A discounted or promotional item that was not clearly marked “Final Sale” remains covered by the standard 30-day change-of-mind return policy.
These exclusions apply only to change-of-mind returns. They never remove a non-excludable right relating to a faulty, unsafe, damaged, incorrect or not-as-described item.
6. HOW TO REQUEST A RETURN
Before sending anything back, email info@naellia.com and include:
- your full name;
- your order number;
- the item or items you wish to return; and
- whether the request concerns change of mind, sizing, damage, a defect, an incorrect item, a missing item or another issue.
Where reasonably available and useful, include clear photographs or video for a damaged, defective, incorrect or not-as-described item. A reason, photograph or video is not required for a valid change-of-mind request.
We review return requests on business days and aim to respond within 1 to 2 business days.
7. AUTHORISED RETURN ROUTE AND RETURN POSTAGE
Do not send a return before receiving our written return instructions.
Our written instructions will identify the correct return destination. The authorised return address may differ depending on the order and return route.
For a voluntary change-of-mind return, you are responsible for arranging and paying for the return shipment. You may choose any reputable carrier, and we recommend a tracked service with proof of postage. Return postage costs are not refunded for a change-of-mind return.
Our registered business address is not automatically a return address. Do not send an item to our registered address, a supplier, a manufacturer or another location unless our written instructions expressly direct you there. A parcel sent to an unauthorised address may not reach us and may not be refundable.
A return posted without our written return authorisation will not normally be accepted or reimbursed. This does not limit any right to reimbursement of reasonable return costs for a faulty or non-conforming product under applicable law.
Do not refuse delivery as a substitute for following the approved return process.
8. PACKING AND LODGEMENT
Pack the item securely so that it is protected during transit. Include the return authorisation reference where requested, address the parcel exactly as stated in our instructions and hand it to a carrier within the stated 14-day period.
Keep the carrier receipt, tracking number and other proof of lodgement until the return and refund are complete.
For a voluntary change-of-mind return, the item remains your responsibility until it is delivered to the authorised return address. If such a return is lost or damaged in transit, we may be unable to approve a refund, which is why we recommend a tracked and adequately covered service.
Where a return relates to a faulty, unsafe, damaged, incorrect or not-as-described item and you use the return method we supply, the risk during return transit is ours.
9. RETURN POSTAGE AND FEES
Return postage for a voluntary change-of-mind return, including a sizing or fit return, is paid by the customer. We do not supply a free return label for that type of return and we do not reimburse the postage.
Return postage remains free for you where an item is faulty, unsafe, damaged in transit, incorrect, missing parts or materially different from its description, image or sample. In that situation we will supply a free tracked return label or another appropriate free return method, or reimburse your reasonable return costs where required by law.
We do not deduct any of the following from an approved refund:
- restocking fees;
- handling fees; or
- return-processing fees.
10. INSPECTION OF RETURNED ITEMS
We normally inspect a returned item within 5 business days after it is delivered to the authorised return address.
For a voluntary change-of-mind return, we may decline the return where the item does not meet the conditions that were clearly stated before the return was requested. If this happens, we will explain the reason and discuss the available next step.
Where you ask us to send back an item that was found ineligible for a voluntary return, you may be required to pay only the reasonable and actual cost of that new shipment. This is not a restocking, handling or return-processing fee.
Change-of-mind conditions do not apply to a valid claim based on a product fault or another non-excludable consumer right. We may reasonably assess an item before confirming the appropriate remedy, but that assessment will not remove or unreasonably delay your legal rights.
11. REFUNDS
Once a refund has been approved, Naellia will issue it to the original payment method within 5 business days.
Your bank, card issuer or payment provider may require an additional 5 to 10 business days to show the refund in your account. That external processing period is outside our control.
For an approved voluntary return, the refund is the amount actually paid for the accepted returned item, including the relevant allocation of any item-level discount. Return postage that you paid for a change-of-mind return is not included in the refund.
Australian orders receive free standard delivery, so there is no original standard-delivery charge to deduct from or add to the refund.
We do not replace a monetary refund with store credit where you are legally entitled to a refund unless you expressly agree to receive store credit.
We will email you after the refund has been issued.
12. DAMAGED, FAULTY, UNSAFE, INCORRECT OR MISDESCRIBED ITEMS
Please inspect your order after delivery and contact info@naellia.com as soon as reasonably possible if an item:
- is faulty or defective;
- is unsafe;
- arrived damaged;
- is incorrect;
- is missing from the parcel;
- has missing parts;
- differs materially from its description, image or sample; or
- is not fit for a purpose that you made known to us before purchase.
Include your order number, a description of the issue and supporting photographs or video where reasonably available. Supporting material can help us assess the problem but does not remove a legal right.
There is no 48-hour cut-off for rights that apply under the Australian Consumer Law or another applicable mandatory consumer law.
Contact us before returning the item so that we can provide a free tracked label or another free return method. The customer-paid return rule in sections 7 and 9 does not apply to this type of claim. Where you reasonably incur return costs before we provide a method and the product is confirmed to have a problem, we will reimburse reasonable return costs where required by law. Keep the relevant receipt.
13. AUSTRALIAN CONSUMER LAW
Goods supplied to consumers in Australia come with consumer guarantees that cannot be excluded. Among other things, goods must be of acceptable quality, safe, durable, free from defects, fit for their ordinary purpose, fit for a purpose made known before purchase, and consistent with their description or sample.
Where a product has a major problem, applicable law may allow you to choose a refund or a replacement of the same type. You may instead be entitled to keep the item and receive compensation for the reduction in value.
Where a product has a minor problem, we may choose an appropriate free remedy, such as repair, replacement or refund. The problem must be addressed within a reasonable time. Further remedies may apply if it is not.
The 30-day voluntary return window, original-condition requirements, hygiene exclusions, customer-paid change-of-mind return postage and any “Final Sale” designation do not limit these statutory rights.
14. LOST, MISSING OR UNDELIVERED ORDERS
Contact info@naellia.com if:
- tracking has shown no meaningful progress for an extended period;
- tracking says delivered but you have not received the parcel;
- only part of the order arrived; or
- the order has not arrived within the stated estimate or another reasonable period.
Include your name, order number and relevant tracking information. We will investigate with the carrier and will not require you to resolve the delivery failure solely with the carrier.
Where an order is confirmed lost, cannot be supplied or was not delivered within an agreed or reasonable time, we will provide the remedy required by applicable law. Depending on the circumstances, this may include a replacement or refund.
15. EXCHANGES
We do not currently process direct change-of-mind exchanges.
To obtain a different size, colour or product, return the eligible item through this policy at your own postage cost and place a new order.
This does not limit a statutory right to replacement for a faulty, damaged, incorrect or not-as-described product, for which the return method remains free.
16. ORDER CANCELLATIONS AND CHANGES
Email info@naellia.com as soon as possible if you need to cancel or change an order.
We may be able to cancel or amend an order before it enters fulfilment, but cannot guarantee a change after processing or dispatch has started.
If an order is successfully cancelled before dispatch, we will refund the cancelled amount to the original payment method. After dispatch, the order must normally be handled through the return process following delivery.
This does not limit a cancellation or refund right arising from non-supply, unreasonable delay, a product problem or applicable law.
17. REFUSED, UNCLAIMED OR INCORRECTLY ADDRESSED PARCELS
You are responsible for providing a complete and accurate delivery address and for taking reasonable steps to receive or collect the parcel.
Refusing delivery, failing to collect a parcel or allowing it to be returned because of an incorrect address is not a substitute for the approved return process.
Where a parcel is returned solely because the address supplied was materially incorrect or incomplete, delivery was refused without a valid product-related reason, or the parcel was not collected, we may deduct reasonable and actual carrier costs caused by that failed delivery from a voluntary refund or ask you to pay the reasonable actual cost of resending it.
No such cost will apply where the problem was caused by Naellia or the carrier, related to a faulty or incorrect product, or where charging it would be unlawful.
18. CONTACT
Naellia customer care
Naellia.com
Operated by V.O.F. Stefan en Richard
Netherlands Chamber of Commerce number: 89937503
VAT identification number: NL865158253B01
Email: info@naellia.com
Telephone: +31 6 12969905
Contact form: https://naellia.com/pages/help
Customer service hours:
Monday to Friday, 08:00 to 17:00 Netherlands time (CET/CEST)
Response target:
Within 1 to 2 business days
Registered business and correspondence address:
De Sânnen 17
9289 HJ Drogeham
The Netherlands
The registered business address is not automatically the authorised return destination. Always request and receive return instructions before sending an item.