Returns & Exchange

Exchange or store credit

• Exchange for another size, or for a different piece of the same or higher value.
• Or choose store credit for the amount you paid for the piece, to use whenever you like.
• Exchanges depend on stock. If the piece you want isn't available, we'll add store credit instead.
• If your new piece costs more, you pay only the difference. If it costs less, the difference isn't refunded.
• Each order can be exchanged once.

How to ask for a return or exchange

1. Within 48 hours of delivery, email contact@notsonaive.com with your order number, the piece you're sending back, and whether you'd like an exchange or store credit. A photo of the piece helps.
2. We'll reply with the next steps. A reverse pickup is usually arranged within 3 to 5 working days. If pickup isn't available at your pincode, we'll ask you to send the parcel to us and share the tracking details.
3. Once the piece reaches us, we check it within 2 to 4 working days. Then we send your exchange or add your store credit, and email you when it's done.

Condition of the piece

• Unworn, unwashed and unaltered, with all tags attached, in its original packaging.
• Free of perfume, deodorant, make up, stains or any sign of use.
• Pieces that don't pass our quality check are sent back to you and the request is closed.

Your store credit

• Store credit equals the amount you paid for the piece. Shipping and payment charges aren't included.
• It sits in your account wallet. Sign in with the same email you ordered with, and it shows at checkout so you can apply it to your next order.
• Store credit is valid for 12 months and can't be exchanged for cash.

Not eligible for return or exchange

• Custom size and made to measure orders.
• Pieces bought on sale.
• Pieces bought with store credit.
• Pieces that have already been exchanged once.
• Requests made more than 48 hours after delivery.

Damaged, faulty or wrong piece

If your piece arrives damaged, faulty or isn't what you ordered, email us within 24 hours of delivery with your order number, photos, and an unboxing video showing the parcel being opened. We'll send a replacement or add store credit, and the return shipping is on us.

Cancellations

Our pieces go into production as soon as an order is placed, so a paid order can't be cancelled. If you ask before your order is dispatched, we can add the amount to your store wallet as store credit.

Shipping costs

Return shipping is paid by you and is taken off the store credit value, unless the piece arrived damaged, faulty or wrong.

A note on colour

We photograph every piece to show its true fabric and colour, but screens and lighting differ, so the colour you see may vary slightly from the piece in hand. A small difference in shade isn't a reason for return.