RETURNS
IS IT POSSIBLE TO EXCHANGE A PRODUCT FOR A DIFFERENT SIZE? HOW?
If you are not satisfied with the goods, you can exchange or return them within 30 days of delivery. Return and exchange address:
NEBBIA, s.r.o.
Bratislavská 117
010 01 Žilina
Slovakia
I WANT TO EXCHANGE THE GOODS
Goods can be exchanged within 30 days of delivery.
Note: For countries outside the European Union, it is not possible to exchange the product for another product, only a refund.
Procedure:
- The goods must be unworn, unwashed and undamaged.
- Fill out the return form
- Please include a copy of the invoice or order number in the package.
- Send the shipment to our address (listed above).
What happens after the package is delivered?
- We do not send an email confirmation of receipt after the package is delivered.
- You will receive a notification as soon as we start processing your shipment.
Processing:
- We will process shipments within30 business days from delivery.
- We will send you the new item after the exchange is processed.
If the requested item is not in stock:
- Your funds will be refunded.
I WANT TO RETURN THE GOODS (WITHDRAWAL FROM THE CONTRACT)
You can return the goods within 30 days of delivery without giving a reason.
Procedure:
- The goods must be unworn, unwashed and undamaged.
- Fill out the return form
- Please include a copy of the invoice or order number in the package.
- Send the shipment to our address (listed below).
What happens after the package is delivered?
- We do not send an email confirmation of receipt after receiving the shipment.
- You will receive a notification as soon as we start processing your shipment.
Processing and refund:
- We will process shipments within 14 working days from delivery.
- We return the money to 3-5 business days from shipment processing.
- We will refund you using the same form of payment as the order was paid for. For cash on delivery and bank transfer payments, please provide your account number/IBAN.
Returns from the USA (FedEx)
How the refund works: When you return goods, we refund the full purchase price of the returned products.
Delivery postage: The original delivery costs of the order are not refunded (even if the entire order is returned).
Return fee: We do not charge you any additional fees for return shipping using the provided FedEx return label – the return is free of charge for you.
IMPORTANT TRANSPORT INFORMATION
- We do not accept shipments sent on delivery.
- You can send the goods via any carrier.
- The costs of returning the goods are borne by the customer.
GOODS THAT CANNOT BE RETURNED
For hygiene reasons, it is not possible to return:
- underwear
- swimsuit bottom
CHECKLIST BEFORE SENDING
Before sending your shipment, please check:
✔ the item is unworn and unwashed
✔ a copy of the invoice or order number is included in the package
✔ the shipment is sent to the correct address
PERSONALISED PRODUCTS
A product created especially for you and personalised with your name cannot be returned or exchanged for a different size.
As it is customised according to your request, it is a unique product made specifically for you and is not covered by the standard 14-day right of withdrawal without giving a reason.
What if the product is faulty or arrives damaged?
Your right to make a claim for a faulty product remains fully preserved. If your personalised product has a manufacturing defect or arrives damaged, please contact us and we will handle your claim in accordance with the applicable terms and conditions.
COMPLAINTS
If you have received damaged or defective goods, you have the right to make a complaint.
It is possible to complain about goods purchased in our e-shop within the legal period.
HOW TO PROCEED WITH A COMPLAINT
- Fill out the return form with description of the defect.
- Pack the goods carefully.
- Please include a copy of the invoice or order number in the package.
- Send the shipment to our address.
WHAT HAPPENS AFTER THE SHIPMENT IS DELIVERED
- We do not send a confirmation of receipt after receiving the shipment.
- You will receive a notification as soon as we start processing your shipment.
- Subsequently, the claimed goods will be assessed.
- We will inform you about the outcome of your complaint by email.
COMPLAINT PROCESSING TIME
We will handle the complaint no later than30 working days from its application, in accordance with applicable legislation.
In most cases, we try to resolve complaints in a shorter time.
COMPLAINT RESULT
If the complaint is accepted, you are entitled to:
- repair of goods (if possible),
- exchange of goods for a new one,
- or a refund.
The method of repair depends on the nature of the defect and the availability of the product.
Credit note on return of goods
We always issue the credit note against the original invoice, on the day the returned goods are received, at the latest within 15 days of the end of the month of return. EU: shipping is refunded only when the entire order is returned, without fees. Outside the EU: shipping is not refunded, €10 is deducted. USA: shipping is never refunded, USD 10 is deducted. The money is sent within 14 days of delivery of the withdrawal. This text is internal and does not belong on the website.
Step-by-step procedure
- Receipt of the withdrawal: the system automatically sends the customer a confirmation with the text of the notice and the date and time. The order receives the status “Withdrawal received” and the 14-day period for the refund begins to run.
- Receipt of the shipment: within 2 working days the warehouse checks the goods (completeness, labels, signs of wear) and records whether it is a full or partial return.
- Determination of the country: based on the delivery address from the original order: EU, outside the EU or USA.
- Issuing the credit note: items according to the table below. The VAT rate is always the one from the original invoice; the currency is the currency of the original invoice.
- Refund: in the same way the customer paid. The total amount of the credit note is refunded (after deducting the contribution to return shipping).
- Sending the credit note: PDF by e-mail to the customer together with information about the dispatch of the payment.
- Reporting: accounting includes the credit note in the correct return (VAT SR, OSS or foreign registration).
Required particulars of the credit note: designation “Credit note – correction of the tax base”, serial number, number and date of the original invoice, date of issue, details of the seller and the customer, reason for the correction (withdrawal from the contract or complaint), returned items, difference in the tax base, difference in tax and the rate or reason for exemption.
Procedure by customer’s country
| Customer’s country | Return (carrier, label) | Customs duty | Items on the credit note | Shipping cost | VAT on the credit note |
|---|---|---|---|---|---|
| EU – entire order | GLS, return link; Nebbia pays | Not payable | Goods (−), shipping (−) | We refund | SK 23%; another country via OSS: rate of the customer’s country |
| EU – part of the order | GLS, return link; Nebbia pays | Not payable | Returned items (−) | We do not refund | As above |
| Outside the EU (UK, CH, NO…) | DHL Express, prepaid label as returned goods; Nebbia pays | On delivery the customer pays (DAP), we do not refund | Goods (−), contribution to return shipping (+€10) | We do not refund | 0% (export); if registered in UK/CH/NO, VAT of that country. Treatment of the €10 line to be verified with the accountant |
| USA (temporary) | FedEx, prepaid label as returned goods; Nebbia pays | Nebbia pays (DDP) | Goods (−), contribution to return shipping (+USD 10) | We do not refund, even for the entire order | 0% (export) |
In the case of a complaint, Nebbia pays for shipping in all countries; the credit note for an accepted complaint contains no fee.
Example outside the EU: goods €80, shipping at purchase €9. Credit note = −€80 + €10 = −€70; the customer receives €70 back.
Example EU, part of the order: of two items at €40 each and shipping of €5, the customer returns one item, the credit note is −€40.
The Slovak version is the primary version and prevails in case of any discrepancies.
Do you have any more questions or need help or advice? Do not hesitate to contact us by email at [email protected].
