Refund policy
Return & Refund Policy
At Naélia Signature, we want every gift experience to be exceptional. If you have any concerns with your order, our Customer Care team is here to assist you.
Return requests
You may request a return within 14 days after receiving your order.
To be eligible for a return:
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The item must be unused, unopened, and in its original condition.
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The product must remain in its original packaging.
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You must provide your order number and proof of purchase.
To start a return request, please contact our Customer Care team at:
Please do not send any items back before receiving confirmation from our team.
If your return request is approved, we will provide you with the return instructions and the appropriate return address.
Damaged, defective, or incorrect items
Please inspect your order upon reception. If your item arrives damaged, defective, or if you receive the wrong item, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
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Your order number
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Photos or videos showing the problem
Our Customer Care team will review your request and provide the best possible solution.
Non-returnable items
Certain items cannot be returned, including:
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Items that have been used, opened, or damaged after delivery
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Personalized or customized products
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Sale items
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Gift cards
If you are unsure whether your item qualifies for a return, please contact our Customer Care team.
Exchanges
At this time, we do not offer direct exchanges.
If you would like a different item, please contact our Customer Care team and we will assist you with the best available solution.
European Union 14-day cooling-off period
For customers located in the European Union, you may have the right to cancel your order within 14 days after receiving your item, in accordance with applicable consumer protection laws.
The item must be returned unused, in its original condition, and in its original packaging.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method. Please note that processing times may vary depending on your bank or payment provider.
If you have any questions regarding returns or refunds, please contact:
Naélia Signature Customer Care
Email: nadi974976@gmail.com