Returns Policy

You can cancel your order as long as we haven’t already shipped it. Please contact our Customer Service Team at infouk@naissance.com as soon as possible if you wish to cancel your order. When contacting us, please provide your order number and the reason for your cancellation request.

If you change your mind, you can return the item(s) within 30 days of the purchase date providing that the items are unopened and in the same sellable condition that you received them in. Please enclose a note giving the reason for the return and your order number. For partial returns, we will issue you a full refund for each product returned (excluding shipping fee). When a whole order is returned, you will also be refunded for the shipping fee. Refunds will be processed within five working days of receipt of your returned item(s). Please allow 5-7 days for the refund to show on your account.

Please note that return shipping charges are non-refundable. Please contact us if you have any questions.

Any returned items must reach us in unopened, “new” condition with all original packaging present.

In the unlikely event that your order or items within it are faulty or damaged, you may return them to us for a full refund. You must notify us within 7 working days of receipt. Please return your items to the address below. In the event of your item being found to be faulty, we will refund you the postage cost of the return or provide you with a pre-paid label to return your item(s) – please contact us to arrange this.

Naissance Returns

Unit 9 Milland Road Industrial Estate

Milland Road

Neath

SA11 1NJ

United Kingdom 

What if I change my mind when my order is en route for delivery? Do I get charged a return fee if I refuse a delivery or do not collect a delivery from the carrier because I changed my mind and and no longer want my order?

Yes. Returns due to customer refusal of delivery or non-collection from a carrier will be subject to our return costs. This includes a return charge that we have to pay to our carrier services. This cost will be directly deducted from your refund. 

The return fee for non-collection or refusal of deliveries will vary between £5.99- £9.99 depending on order value and weight of the package.