Delivery, Exchange and Return Policy

 

SHIPPING DETAILS

----

All orders are subject to product availability. If the requested item is temporarily sold out on the date of your order, we will notify you and inform you when we can deliver it to you or we will refund the total amount of your order, according to the original method of payment.

The delivery times indicated on the payment page, regardless of the destination, are indicated in working days. Unless exceptional circumstances prevent us from doing so, we take all measures to fulfill your order within 7 to 10 working days following the date of shipment of your order. Please note that we do not ship on Sundays and holidays. You should also expect delays in processing orders during holiday periods, the summer period or special events, including Cyber ​​Monday, Black Friday and the Christmas period.

A person must be available between 9 a.m. and 17 p.m. to receive the delivered merchandise. This person must be able to confirm that the goods received are those that were ordered. Otherwise, the order may be delivered to a mailbox, to the caretaker, or to a relay point. The delivery date may vary depending on factors such as the delivery practices of the carrier, the delivery location, the method of delivery and the items ordered.

Alternatively, items may be shipped in separate shipments.

If an item has not been picked up at a relay point within the time allowed or the delivery information is incorrect and the package is returned to the sender. A new free sending will be carried out until good reception of this one. 

You must notify us of any items damaged in transit within 24 hours of receipt. If the box is damaged in transit, the item received must be refused.

In case of non-receipt of your order, although the follow-up having been communicated to you indicates a successful delivery. 

In this case, we ask you to send us a letter by registered letter indicating the following elements or an email to support@ninaperfectskin.com: 

- Complete identity of the recipient

- Subject of the request (parcel not received)

- Reason for the refund request: description of the facts

- Amount of the sum to be reimbursed

- Date and signature of the sender (if physical mail)

- Mention of the fact that you are fully aware that you expose yourself to legal proceedings in the event of false declarations.

Following which, our services will open a dispute with the logistics service in question in order to find out more about it. In the event that the postal address appears to be incorrect, a photocopy of proof of this address including the name and surname of the recipient may be requested. If the Postal Service indicates that the package has been lost, the refund will be granted to you. If the Postal Service indicates that the package has been delivered, no refund can be granted.

 

RETURNS

----

Our return policy is 30 days.* If 30 days have passed from the date your order was delivered, unfortunately we cannot offer you a refund or exchange.


To be eligible for a return, your item must be in perfect condition, unused, unworn, unwashed, unadjusted, clean with its accessories and in the same condition in which you received it. It must also be in its original packaging.

 

It is up to the customer to keep the proof of this return, which implies a return by registered mail or any other means allowing the traceability of the package giving a certain date to this shipment. Return costs are the responsibility of the buyer. The buyer is free to choose, under his responsibility, his mode of return. 

In the event that your tracking indicates that your package has been delivered to us but that we do not have it in our possession. It is up to you as the sender to open a dispute with the logistics service you have chosen. To proceed with the reimbursement of your order, we will need a declaration from the logistics department attesting to the delivery of the package. 

The return is at the buyer's risk. It is formally recommended to declare the value of the returned goods and to insure the package against the risk of loss.

Items returned to a Relay Point are not accepted.

In the context of a return, please send us an email at support@ninaperfectskin.com. To make a return, you must present us with a receipt or proof of purchase and return your package to us according to the conditions above.

In the following situations, the refund can only be partial or even zero:

  • Any item that is not in its original condition, that is damaged or that has some missing parts for reasons that are not due to an error on our part.
  • Any item that is returned more than 30 days after delivery
  • Any item that does not meet our terms.

* It should be noted that returns and exchanges do not concern, for reasons of hygiene and health protection, the following goods: underwear, swimsuits and cosmetics. For these products, the withdrawal period does not apply and the contract therefore constitutes a final sale (unless your item has arrived damaged or found to be faulty). If you have any doubts about the possibility of returning your product, do not hesitate to contact us by email at support@ninaperfectskin.com

If an item arrived in the wrong color or size, and it is out of stock in the color or size originally ordered, you will receive a credit for the amount of the original item. 

Each refund request must be made by email to support@ninaperfectskin.com 

The return/refund request must include the following information:

- Complete identity of the recipient

- Object of the request 

- Reason for the refund request: description of the facts 

- Amount of the sum to be reimbursed

- Date and signature of sender

 

To return your products to us, send us an email at support@ninaperfectskin.com if you are eligible.


Refunds 
Once we have received and inspected the returned item, we will send you an e-mail to confirm that we have received it. We will also inform you of our decision to approve or reject your refund request.

If your request is approved, your refund will be processed and automatically applied to your original method of payment. For an initial payment made by Paypal, the refund is immediate. For all other means of payment, the refund will be visible in your bank account within 5 to 15 working days. 

If your request is rejected, photos will be sent to you in an email to prove the rejection. The article can be returned to you, at the price of 4,95 euros to France, 14,90 euros to Europe. Consult us for other prices.  

Late or missing refunds

The consumer has a withdrawal period of 30 days from the conclusion of the contract (articles L 121-21 to L 121-21-8 of the Consumer Code) to request a refund of his order. 
If you have not received your refund yet, please check your bank account first.
Then contact the credit card issuer, as there may be a delay before your refund is officially posted.
Then contact your bank. There is often a processing time required before a refund is posted.
If after completing all of these steps you still have not received your refund, please contact us at support@ninaperfectskin.com


Missing items or wrong products received

In the event that an item is missing when opening your package, please contact our services at support@ninaperfectskin.com so that one of our agents can help you and look into your case.

Please note that in the case of an order comprising different products,

These can be delivered separately.

If you received the wrong product (size, color, model etc.) we undertake to send you the right product within 15 working days after your report. Reporting must be made by email to support@ninaperfectskin.com within 30 days. 

If an item arrived in the wrong color or size, and it is out of stock in the color or size originally ordered, you will receive a credit for the amount of the original item. 

 

Trades 

Only items in the Pyjamas, Kimonos and Jewelry section (excluding earrings) are available for exchange.

When an exchange is accepted for exceptional reasons, it is made in the form of a promotional code for the amount of the value of your first purchase, excluding any express delivery costs. Valid on the same item in another color and size. 

We replace an item in the lingerie and cosmetics section only if it is defective or damaged. If in this case you wish to exchange it for the same article, send us an e-mail to support@ninaperfectskin.com

If you have subscribed to our Exchange Guarantee, you have 14 days following the reception of your purchase, to inform us by email at support@ninaperfectskin.com of your wish to apply the guarantee. 

Le produit devra etre retourné selon les conditions mentionnées dans la section retour ci-dessus. Les frais de retour seront à votre charge. Une garantie achetée est valable pour un article. 

 


Gifts
If the returned item was identified as a gift at the time of purchase and it was sent to you directly, you will receive a gift credit equal to the value of your return. Once we have received the returned item, a gift certificate will be mailed to you.

If the item has not been identified as a gift at the time of purchase, or if the gift giver preferred to first receive the item for you later, we will send a refund to the gift giver and they will know that you have returned the item.

Shipping

Our items are shipped within 24 to 72 working hours depending on the product ordered and available stocks. 
You will be responsible for paying your own shipping costs to return your item. Shipping costs are non-refundable. 

Depending on where you live, the time required to receive your exchanged product may vary.

If you are shipping an item worth more than $80, you should consider using a delivery service that allows you to track the shipment or purchase delivery insurance. We do not guarantee that we will receive the item you return to us, without a tracking number we cannot guarantee a refund.