Return & Exchange Policy

Return policy

If for any reason, you are not completely satisfied with your purchase, we invite you to return or exchange your item(s) within 14 days from the date of purchase. Incorrect or faulty items can be returned within 28 days from the date of purchase, however we must receive a notification of the defect or incorrect item as soon as possible once the item is opened. 

To be eligible for a return or exchange an item must:

1. Be in its original packaging with all labels attached. If the returned item(s) is not in its original packaging or does not have tags attached, it will not be eligible for a refund or exchange
2. Show no visible sign of wear
3. Have the original invoice attached
4. Custom order bedding and customised items cannot be returned

Please note that items are not returnable if

1. It has any damage caused by misuse or signs of wear
2. The item has been used or altered 
3. You do not have the original invoice

There are two ways your online order can be returned:

Free in-person returns: Simply stop by one of our branches during business hours to return or exchange your item and receive your refund to the original payment method. Please note you will need your original invoice which you would have received in store or in your package.  

Return by courier: Please email us at info@nillens.com to initiate a return via courier. Return fees will apply, and the amount will depend on your location (and will be the same as shipping fees). You will be refunded for the items returned minus return fees once we receive and process your return. Please note that we will not be able to return any customs charges paid on international orders. 

Please note: Cash on delivery orders can only be returned in store, or exchanged for an item of the same or higher price. We are unable to send cash back to you via courier.

To return your items by courier, follow the steps below:  

1. Email us at info@nillens.com with your order number, the items you would like to return and the return pickup location
2. We will email you with return instructions and a return label. The return label should be handed or shown to the courier at pickup 
3. Make sure the items you’re returning are in their original packaging and have the original tags on
4. Package the items into the original packaging it was shipped in if available
5. Wait for our courier to contact you to arrange a suitable pickup time
6. Give the items to the courier

We will process your return within 10 days of receiving it and items will be assessed whether or not they are eligible for refund. If your return products are accepted, you will get the refund within 14 to 30 days of the return.