Returns

Our goal of making you feel amazing and stylish goes together with you being completely happy with your purchase!

We understand that it's challenging making a purchase online when you can’t physically see and feel the product so sometimes mistakes can happen. This is why we offer refunds on all purchases - even if you just change your mind!

So, if you change your mind and decide that you no longer want an item purchased from www.nellajade.com.au simply follow the below guidelines:

• Return your item(s) to us within 14 days of purchase and we will gladly offer you a refund equal to the amount paid for the goods. Shipping charges paid are not refundable, unless the item you received is deemed to have a manufacturing fault.
• Items must be unused and in the same condition that you received it. They must also be in original packaging with all tags attached.
• To complete your return, we require a proof of purchase of the item e.g. the confirmation of order email.
• Return form must be completed and sent with your item(s)
• Orders returned for change of mind are at the cost of the customer. However, if an item is deemed to have a fault then reasonable return postage costs will be refunded. 
• Only partial refunds are granted if any item is not in its original condition, is damaged or missing parts for reasons not due to our error; and any item that is returned more than 14 days after delivery.

Faulty Items

It is not uncommon for a horizontal thread to become loose in the first few uses. So don’t worry if this happens!

There may be minor irregularities in the weave of traditionally loomed towels and we thoroughly inspect all items before your order is shipped out to you however, if you receive an item from us which you believe is faulty please let us know as soon as possible by emailing the team at nellajadeinfo@gmail.com.  

Return Procedure

1. Email the returns team at nellajadeinfo@gmail.com.

2. A member of our team will provide you with the return form and return address if appropriate.

3. Return your items with the completed Return Form to the address provided. 

4. Once the item is received and inspected we will email you advising the outcome of your return.

Shipping your return

We offer free returns, please include payment receipt for returning your item and we will reimburse return shipping costs. Outbound shipping costs are non-refundable unless product is faulty.

Nella Jade will not be held responsible if there is a delay in delivery.

In the event that your product is lost in transit, Nella Jade will not be held liable and therefore recommends that you send all returns via a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at nellajadeinfo@gmail.com.