Refund policy

At Nurèlle, we want you to feel confident about your purchase. If you need to return an item or request a refund, please review the policy below before submitting your request.

Return Window

Return requests must be submitted within 5 calendar days of the delivery date.

Requests made after this period unfortunately cannot be approved.

To start a return, please email contact@nurelle.co.uk with the following information:

Your full name
Order number
Item(s) you wish to return
Reason for the return request

Returns sent without prior approval may not be accepted.

Return Conditions

To be eligible for a return, items must meet the following requirements:

Must be unworn and unused
All original tags must remain attached
Items must be returned in their original packaging
The product must be free from stains, damage, odours (including perfume or deodorant), or makeup marks

Any items that do not meet these conditions may be refused and returned to the customer.

Return Shipping

Customers are responsible for the cost of return shipping.
We do not provide prepaid return labels.
We strongly recommend sending returns using a tracked and insured shipping service.

Please note that the parcel remains the customer's responsibility until it is received and inspected by our team.

Return Identification & Missing Items

To help us process your return correctly, please include a note inside the parcel containing:

Your full name
Your order number

Nurèlle cannot be held responsible for items that are lost, damaged, or tampered with during return shipping.

Refunds will only be issued for items successfully received and verified by our team. If any items are missing from the return parcel, only the items received will be refunded.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, you must notify us within 24 hours of delivery.

Your email should include:

Clear photos of the item
Photos of the packaging
A brief explanation of the issue

Claims submitted after the 24-hour period may not be accepted.

If your claim is approved, we will provide instructions on the next steps. All claims are subject to inspection and approval at our discretion.

Refund Process

Refunds are processed after returned items have been received and inspected.
Once approved, refunds will be issued to the original payment method.
Please allow up to 10 business days for the refund to be processed after approval.
Processing times may vary depending on your bank or payment provider.