Return Policy
At NU/VU, we are committed to providing high-quality, exclusive pieces designed with care.
Due to the limited-edition nature of our products, we aim to maintain a fair and transparent return policy to ensure the best experience for our customers.
Eligibility for Returns
1. Items can be returned within 14 days of delivery for the following reasons:
- Manufacturing defects or faults
- Incorrect items received (e.g. wrong size/ colourway)
- Items purchased on sale, customized orders, or limited-edition collections are final sale and not eligible for returns
2. To qualify for a return, the item must be:
- Unworn, unwashed, and in its original condition
- Packaged with all tags, attached, including care labels and tags
3. Returns that do not meet these conditions may be rejected
Return Process
1. Contact us through the contact us tab within 14 days of receiving your order.
- Please Include: your order number, a brief description of the issue, and photos of the item (if applicable).
2. If your return is approved, you will receive a Return Authorization Number (RAN) and further instructions via the gmail you submitted in the form
3. Ship the item back to the provided address using tracked shipping to ensure safe delivery.
- Shipping Costs: Customers are responsible for return shipping costs unless the item is defective or the wrong item was sent
- NU/VU is not liable for return parcels lost in transit, so tracked shipping is recommended
4. Once we have received the product, you will receive an email from us with an option of a Refund or an Exchange
- Refund: Once your return is received and inspected, refunds will be processed to your original payment method. Please allow up to 7 business days for processing.
- Exchange: Exchanges are offered for the same product (if stock permits)
- Shipping fees are non-refundable
International Returns
- For returns from outside UK or Thailand
- Customers are responsible for shipping costs, duties, and taxes associated with the return
- Please allow additional time for processing due to custom clearance
Final Sale Disclaimer
- All sale items, customer orders, and limited-editions pieces are final sales and cannot be returned or exchanged.