Refund Policy

What is our Refund Policy about?

  1. If your order does not include any promotion or discount, you will receive a refund for the purchased items, equal to the price shown in our store (original price of the product).
  2. If your order includes any promotion or discount, the price you paid for the item is adjusted accordingly. This will generate differences in the amount of the refund, with respect to the original cost of the items. If you want to check how much the items amount after discounts, you can go to your order inquiry.
  3. The shipping fee for the order will not be included in refunds. We also do not offer free return shipping or offer refunds for any fees that may have resulted from shipping returned items.

IMPORTANT: For security reasons, refunds will only be transferred back to the original mode of payment you used when placing your order.

How long does the refund process take?

Please note that refunds will go through two stages of processing, before your transfer is successful. The first phase occurs in our internal system, while the next phase occurs in your bank. Depending on your processing time, it may take a few more days for your bank to complete your refund. We suggest that you wait 7 to 15 business days for the two phases to complete and for the refund to be visible on your statement. If it takes longer, contact your bank for help.

NOTE: If you do not receive a response from our Customer Service team for a long period of time (24 hours on weekdays, 48 hours on weekends), check the SPAM folder. Your email server / provider may have incorrectly filtered our emails.

nchicstore.com (Natalia Chic Store) will provide a full refund for any of the following cases:

1. Delayed orders: Orders not found, In transit, Pending, expired with more than 45 days to the USA. (from the date of effective payment to nchicstore.com) and 60 days for the rest of the world (except for some countries that used China Post Registered Air Mail).

If this is your case, you must start a dispute, this is done by sending a complaint (through Paypal, email, etc.).

To process your request, you must send us an email indicating the reason for your complaint and attaching evidence. Photos that support your request. You can choose between your money back or product replacement options.

Remember that in some cases, the order is returned to the office closest to the buyer and is pending delivery due to an incorrect or unclear address. In that case you must go to the post office for delivery.

2. Delivered orders: If any order has been delivered within the maximum delivery time but for some reason you want to open a dispute, you must do so within the following 30 days (which means counting from the date of order dispatch: maximum time delivery + 30 days), otherwise you can no longer open disputes.

3. Damaged Orders: nchicstore.com will provide a full refund / replacement if:

  • Orders arrived damaged.
  • The order arrived damaged but the customer does not want the replacement shipped. For electronic products, you must open the dispute within 3 days after received.
  • Send an email with photos of the damaged item to prove the damage.
  • Products may need to be returned to our warehouses if our Dispute Operation Team requests a return, for this reason you must keep the defective item until we tell you how to proceed with the return.

4. Poor quality: nchicstore.com will check the quality of the items before shipping, but still, sometimes the customer might not be satisfied with the received product, such as:

  • Imperfections such as bad sewing, wrong size or color, missing parts, non-working items, etc.
  • You must proceed to open the dispute within the time limits mentioned in point 2 of this Return Policy.
  • Send an email with photos of the damaged item to test for blemishes.
  • Products may need to be returned to our warehouses if our Dispute Operation Team requests a return, for this reason you must keep the defective item until we tell you how to proceed with the return.

IMPORTANT NOTE: In case of claim for “Missing parts” it is only accepted to resend the product, not the full refund of the money.

5.Limitations of delivery countries: Due to the difficulties inherent in international shipping methods, some of the countries are really difficult to meet the ideal shipping times.

Nchicstore.com will not accept any disputes or claims regarding the established delivery time once the order is shipped, if it is sent to the countries below:

Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, The Gambia, Granada, Cuba, Palestine, Mexico, Brazil, Paraguay.

You can open a dispute with other reasons, except for the one related to the delivery time defined as standard.

In the same way, you must send process your dispute by sending an email with the relevant complaints and attach photos of the articles received to endorse the complaints.

6.Shipping Type Limits: Some types of shipping will not be trackable when orders reach some countries, states, cities. Nchicstore.com will not accept any dispute when the shipping to countries with limitations. The following:

China Post Air Mail: United States, United Kingdom, Canada, Australia, France, Germany, Brazil, etc.

HKpost: United States, United Kingdom, Canada, Australia, France, Germany, Brazil, etc.

DHL: Very difficult addresses will charge extra cost, we will contact you once we find it.

Volume Exceeded Product: Some products are much larger than their weight, and the freight company will charge shipping based on volume rather than weight. Normally, order weight above 2kg and volume exceeded will have this problem. We will have to charge you for the volume of the shipping cost.

As international shipping methods are improved, limits should be removed in the future, we will change this rule if we have a chance.

You can open a dispute with other reasons, except for the one related to the delivery time.

You must proceed to open the dispute within the time limits mentioned in point 2 of this Return Policy.
Send an email with photos of the damaged item to test for blemishes.

  • You must proceed to open the dispute within the time limits mentioned in point 2 of this Return Policy.
  • Send an email with photos of the damaged item to test for blemishes.

7.The dispute for failures that do not depend on the NChic Store: nchicstore.com will not accept any dispute once the customer has received their order, for the reasons detailed below:

  • The buyer doesn’t like it.
  • The products have an unusual odor.
  • The buyer ordered the wrong items or SKU.
  • The shipping address was not correctly provided by the buyer.

8.Products returned to the warehouse: Normally, nchicstore.com will not suggest to return the products to our warehouse, because the international shipping is high and most of them will be lost during the return.

Except some cases in claims for “missing pieces”, mentioned in point number 4, or perhaps some of a special nature, which will be agreed via email once a dispute has been initiated in the previous cases.

To ensure that your claim will be accepted, always make sure you do this through our dispute process explained above.