NOSTRALIBRE®

In the unlikely event that you receive a defective or wrong item, we accept that you the customer, are entitled to a full refund and or resend after your order has been delivered. We want you to be completely satisfied with your purchase from nostralibre. You must return your defective or wrong item order or in part, should you have purchased more than one item within 14 days of receipt.

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Prior to this, you MUST contact our customer service to report a defective or incorrect item.

Please provide the order ID number and photographs as proof of the issue to our official email address clothing@nostralibre.com pertaining to your request. After verification, our customer service team will apply the appropriate after sales policy determination procedure.

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Additionally, you MUST ensure that all items are returned with tags intact and are in the original packaging as received. Products that have been worn, used or altered will NOT be accepted.

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Once we have received your return, please allow our fulfilment and distribution centres 14 working days to process and issue a refund or resend, totalling 28 working days from your initial return procedure. Refund payments will be made to your account, processing times may vary depending on your card issuer or initial method of payment. You will receive notification by email that this has been processed once we receive as "delivered to retailer" status.

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Returns are grouped at local hubs depending on your location then transported to our central distribution centres, again precise location is dependant on your geographical location. Please ensure you have applied the correct returns shipping label to your package to prevent any delay, that has been provided by our customer service team at the outset.

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We aim to fulfil your return and refund within the 28 working day period as stated in this policy, during busy holiday periods returns may take longer than stated or if our logistical carriers are busy due to overwhelming demand and or may incur remote area collection and distribution issues. If these matters arise and your claim has not been resolved within the aforementioned time frame period, then our customer services will be more than happy to help with refunds.

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You can track your package in real time here

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We DO NOT generally support returns, refunds or exchanges if you the customer have ordered the wrong size garment or the wrong colour garment, or if you have provided incorrect shipping details. However, there are specific exceptional circumstances where you may be eligible for a refund or resend. How we handle your request is determined by your order status and the reason for your refund or resend request.

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Unfortunately, we are NOT able to accept returns nor issue refunds for any customised or made to order garments that we may produce.

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For prolonged non delivery issues when the customers address is correct but the package has not been delivered within the specified paid for shipping window, hence not received for an extended time after this by our trusted logistics providers. Then you the customer may apply for a refund and or resend plus compensation for the delay, for specific circumstances please refer to our Compensation Delay Policy for more details.

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Please Note. Some destinations for redelivery may incur additional charges, please refer to our Shipping Policy for more details.

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Special Notice. This Policy is an integral part of your order contract with us, by placing an order you agree to be bound by these terms and conditions of our after sales, returns and refund policy. Therefore, please ensure you order the correct size and colour garment and provide the correct shipping details to avoid any disappointment.

• Defective or wrong item

We accept refunds or a resend if you receive a defective or the wrong item after shipping upon receipt of your package being delivered.​

• Resend Shipping Costs

Redelivery charges may apply to all garment packages that are resent, should the initial delivery be returned to us for any reason.

• Prolonged Non Delivery

We accept refunds or a resend if you the customer do not receive your order within the stipulated time, so long as it has the correct address and has not been delivered for an extended period of time due to the logistics provider. In this instance you may apply for a refund, resend and delay compensation. Please refer to our Compensation Delay Policy.

• Incorrect recipient information

This refers to information provided by you the customer for your order, including and not limited to; inaccurate name, address, phone number and or email address.​

• Notification for EU consumers

According to Article 16c and 16e of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for;​

• 1. the supply of goods that are made to the consumer's specifications or are clearly personalized;

• 2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,​

therefore Nostralibre® reserves the right to refuse returns at its sole discretion.​

• Refusal to cooperate with customs

If you the recipient customer fail to cooperate and comply with customs clearance in a timely manner (exceeding the local customs response time).​

• Refusal to pay customs duties/taxes

Due to current shipping limitations in certain Southeast Asian countries, including but not limited to; (Thailand, Vietnam, Singapore, Malaysia, Indonesia and the Philippines), DDP (Delivered Duty Paid) is not supported. Additional charges such as customs duties and VAT, customs clearance document processing fees and customs inspection detention fees that may apply. If you the customer refuse to pay these taxes or fail to provide necessary customs clearance documents, leading to the goods being confiscated or destroyed, additional port demurrage fees or fines from the logistics provider, Nostralibre® bears no responsibility and will not offer to pay, nor issue refunds nor provide resends or re delivery services on your behalf.​

• Refusal of delivery

If you the recipient customer refuse to accept the delivery and ownership of the ordered goods, then you forfeit any rights to a refund, resend or re delivery service by us. Any resulting return storage fees will be borne by you the customer, unless under exceptional circumstances.​

• Force Majeure

Situations beyond our control to deliver, for example but not limited to, natural disasters and or extreme weather events, war, conflict or acts of terrorism, demonstrations and protests, major accidents or incidents, epidemic and or pandemic control measures.​

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This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

To resolve any complaint or clarification regarding the use of this Website or its services or to receive information concerning this, please contact us at clothing@nostralibre.com.

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End of Refund Policy.