Returns & Refunds Policy

Last updated: 14 November 2026

1. Your 14-day right to cancel

If you are a consumer, you may cancel your contract within 14 days of the day on which you, or a person you nominate, receive the goods. If your order is delivered in several parcels, the 14 days run from the day you receive the last item. You do not need to give a reason. Full details, including a model cancellation form, are in our Cancellation Policy.

2. How to return an item

1. Tell us within the 14-day period through our contact form or by email support@nuagelondon.shop, giving your order number and the item(s) you are returning. You can use the model cancellation form, but you do not have to.
2. We reply with return instructions and the address of our returns centre in Paris, France (75006). Please do not send returns to our registered office in the United States.
3. Send the items back no later than 14 days after the day you told us you are cancelling. Please keep your proof of postage.

3. Condition of returned items

You may handle items as you would in a shop to check their nature, characteristics and fit. If items are returned worn, washed, damaged or without labels, so that their value is reduced by handling beyond what is necessary, we may deduct an amount reflecting that reduction in value. We will explain any deduction to you.

4. Return shipping costs

To be confirmed: whether the customer pays the direct cost of returning items, or NUAGE provides a prepaid label. If an item is faulty, damaged or not as described, we pay the cost of returning it.

5. Refunds

We refund the price of the returned items and, if you return the whole order, the original standard delivery charge. If you chose a more expensive delivery option than our cheapest standard option, we refund only the cost of standard delivery. Refunds are made within 14 days of the day we receive the items back or you provide evidence that you have sent them back, whichever is earlier, using the same payment method you used to pay. We do not charge restocking fees. See our Refund Processing Policy for details.

6. Exchanges

Exchange process to be confirmed. Until then, please return the item for a refund and place a new order for the size or colour you need.

7. Faulty, damaged or incorrect items

If an item is faulty, damaged or not as described, please contact us with your order number and photos. Your legal rights include:

• UK consumers (Consumer Rights Act 2015): a full refund if you reject faulty goods within 30 days of delivery; after that, a repair or replacement, and if that fails, a price reduction or refund. Faults appearing within six months are presumed to have existed at delivery unless we prove otherwise.
• EU consumers: a legal guarantee of conformity of at least two years from delivery, entitling you to repair or replacement and, where that is not possible, a price reduction or refund.

We cover the cost of returning faulty, damaged or incorrect items.

8. Exceptions

For hygiene reasons, the right to cancel does not apply to sealed goods that are not suitable for return once unsealed, such as pierced earrings or swimwear and underwear with the hygiene seal removed. Any such items will be clearly marked on the product page before you buy. These exceptions never affect your rights for faulty goods.

9. Paying with PayPal

If you paid with PayPal, your refund is returned to your PayPal account or the card or bank account used for the PayPal payment. If you are unable to resolve a problem with us, you may also be able to open a dispute with PayPal under its Buyer Protection program. Nothing in this policy prevents you from doing so.