OUR GUIDELINES
Every article purchased in the NKENDA Online Store can be returned free of charge.
You can return your item for free within 30 days.
Items must be returned new, unused, and with all labels and garment tags still attached.
Returns that are damaged, stained, washed or altered will not be accepted and will be sent back to the customer.
Where provided, any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return. Items should be returned in their original packaging to ensure they are adequately protected in transit.
All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles will not be accepted.
Returns will not be offered for fragrances.
Briefs, swimming costumes and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Stockings, socks and tights may be only be returned if the package has not been opened.
Returns will not be offered for earrings for hygienic reasons.
Being made-to-order, we can not accept returns of personalized items.
Returns that do not comply with these regulations will not be accepted.
RETURN PROCESS
To return one or more items from your order, please follow the below-mentioned procedure:
1) For a simple return, please use the pre-printed return form and return label included in your parcel. Please fill in the return form provided in the packaging.
2) Make sure all products you wish to return and all the forms, product tags, authenticity labels or cards are included in the package, the original box or an equally robust box. Attach the return label to the outside of the parcel. If you cannot find the return label, please contact our Customer Care.
3) Contact the UPS number that you can find here or take the package to the nearest UPS point you find here.
We recommend that you keep an eye on the tracking that you find on the return label placed inside the package, so that you can monitor the shipment of your package.
Any issues caused by the use of a courier or a return label other than ours are not attributable to Nkenda.
Your return may take until 5 business days to be handled by our warehouse. After that you will receive a confirmation email. The refund will be processed to the credit/debit card or account originally used for payment. Refunds may take up to 10 working days to appear on your bank statement, depending on your bank.
Please note that if you have received a gift and would like to return it for a refund, the person who originally purchased the gift will receive the refund. We apologise for any inconvenience this may cause.
Currently, it is not possible to return the items to a Nkenda Retail Store.
EXCHANGE SERVICE
At present, we do not offer an exchange service. Please return the items back to us and place a new order for the correct item online. Please note, that items purchased from a retail store cannot be exchanged at the Nkenda Online Store, and vice versa.
RECLAMATION
Goods are classified as faulty if they have been received damaged, or where a manufacturing fault occurs within 6 months of purchase. In this case we kindly ask you to send the article back to us. For a simple return, please use the pre-printed return form and return label included in your parcel. If you cannot find the return label, please contact our Customer Service. We cannot accept items that have been worn and used beyond being tried on.
Goods are classified as faulty if they have been received damaged, or where a manufacturing fault occurs within 6 months of purchase. In this case we kindly ask you to send the article back to us. For a simple return, please use the pre-printed return form and return label included in your parcel. If you cannot find the return label, please contact our Customer Service. We cannot accept items that have been worn and used beyond being tried on.
