Refund policy
Refund policy
We want you to be completely happy with your Nuvel order. If something isn't right, we'll make it right. This policy sits alongside your legal rights — it never replaces them.
Your 30-day return window
You have 30 days from the day your order is delivered to request a return. To be eligible, items must be unworn, unwashed and in their original condition, with any tags still attached.
Made-to-order pieces
Many of our pieces are made to order and dispatched from the United Kingdom. They are standard designs in standard sizes — not made to your personal specification or personalised — so they are returnable within the same 30-day window as the rest of our range.
Who pays for return postage
If you have changed your mind, you are responsible for the cost of returning the item to us. If an item is faulty, damaged, or not what you ordered, we cover the cost of the return and will put it right at no cost to you.
How to start a return
Email us at hello@nuvel.uk with your order number and the item(s) you would like to return. We will reply, usually within one business day, with your return authorisation, return instructions and our UK returns address. Please do not send items back before contacting us.
Refunds
Once we receive and inspect your returned item, we will process your refund to your original payment method within 14 days. We will email you to confirm when this is done. Refunds are made using the same payment method used for the original order.
Exchanges
The quickest way to exchange a piece for a different size or colour is to return the original and place a new order for the one you want.
Your statutory rights (these always apply)
Nothing in this policy affects your legal rights as a consumer.
- Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of receiving your goods, for any reason and without giving a reason. You then have a further 14 days to return the goods to us. Where you exercise this right, we will refund the price of the goods and the standard delivery cost (we are not required to refund any extra cost arising from your choice of a more expensive delivery option).
- Under the Consumer Rights Act 2015, goods we supply must be as described, fit for purpose, and of satisfactory quality. If they are not, you may be entitled to a repair, replacement or refund.
Our 30-day return window above is offered in addition to these statutory rights, never instead of them.
Where we deliver
We currently sell and deliver within the United Kingdom only. Every order is dispatched from the UK.
Contact
Nuvel — hello@nuvel.uk