Returns and Refunds

Exchanges and Returns Conditions

You can contact us for an exchange or return of an item within 14 days from the date you received the items.

You have to ensure your returned items are new, unused and must not have been worn, washed or altered in any way, and must not show any signs of use.

Besides, the items must be returned with their original boxes, which must not be damaged and/or altered or used as the external parcel for the shipment, with all Nemozena’s original packaging and all the other accessories such as authenticity cards dust bags, hangers, garment covers, leather tag, etc.

The original Security Tag must still be intact and attached to returned items.

Returned items which are damaged, marked or altered will not be accepted and will be sent back to the customer.

Nemozena reserves the right to request a photographic support regarding defective or incorrect merchandise before approving a return for full reimbursement of shipping and import fees.

Shoes Specificities and Accessories

Please carefully try your shoes on not to scratch the soles or mark the shoe box.

Shoes must not be marked in any way and must be in perfect condition and in their original undamaged shoe box since it is considered part of the item.

Shoes that are returned without the original box, in a damaged and/or marked box or with marks or scratched soles will be sent back to the customer.

Please ensure the shoe box is placed inside another box in order to prevent damage during shipping.

Repeated Returns

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your Nemozena account.

Late Returns

Your returned items should be sent back to us within 7 days from the day you received our email confirmation for the go ahead of the return/exchange. The date that will be taken into account will be the date of collection of our shipping agent. Returned items received after this grace period will be accepted only at the discretion of Nemozena.

Faulty or Incorrect goods

In case of damaged, defective or incorrect merchandise received, customers can request arefund or to receive the correct item to be sent without paying any shipping and import fees.

Nemozena reserves the right to request pictures as a proof of defective or incorrect merchandise before authorizing a return for full reimbursement of shipping and import fees.

Please ensure to send back the faulty or incorrect items within 7 days after you receive our acknowledgement that the items are faulty or incorrect.

Exchange & Returns Shipping Policy

Exchanging and returning an item is very simple. Returned items can be shipped back through our shipping agent specified in our confirmation email and must be originated from the same country of the original shipment.

Exchanges are only accepted for sizing for which Nemozena will bear the shipping costs. Nemozena will only exchange your purchase with a different size once. If you wish to exchange it again, you will have to bear the shipping cost for the return.

For an exchange of style or colour we recommend that you return you order and buy a new product with a new transaction. In this case, the shipping costs of the return will be at your own expense and you may be required to pay additional import fees, taxes, brokerage fees, handling fees and/or other duties specific to the country to receive your order.

For any other return, the shipping costs will be at your own expense and you may be required to pay additional import fees, taxes, brokerage fees, handling fees and/or other duties specific to the country to receive your order (unless you return a faulty or an incorrect item). These additional fees cannot be collected by us, nor are they controlled in any way by our online store.

The items must be returned new, unused, not damaged, not altered, not scratched and not marked. Please refer to Our Exchange& Return Policy

The return costs are the same as the shipping costs. Please see SHIPPING section for more details.

Please contact our Customer Service team by emailing customerservice@nemozena.com if you have any further questions.

Exchange & Return Instructions

If you are not happy with your items, or you want to change the colour, the size or the style. You are entitled to a full refund or an exchange.

You need to email us at customerservice@nemozena.com within 14 days of receiving your order specifying the reason of the return.

We will respond to your email with details of the steps to follow, providing you with a Return Proforma Invoice and an Airway bill that you will have to fill up and print out. The courier will contact you to arrange pick up of the shipment.

You will receive a confirmation email from our Customer Service team to confirm your return has been received and your refund or exchange has been processed.

Please be reminded that you are responsible for the parcel and its content you are returning to Nemozena until it reaches our warehouse.

Receiving a Full or Partial Refund

Your refund will be credited to the original payment method used to purchase the returned item providing that you receive a Refund Authorization from Nemozena.

Refunds process can take up to 10 working days to show on your account due to varying processing times between payment providers.

All refunds will be made using the same currency as the original purchase e.g in Euros. Any differences in the amount refunded are due to exchange rate fluctuations and bank charges and/or commissions applied by card payment providers and will not be reimbursed.