Return and Refund Policy
Interpretation and Definitions
- Company: Refers to Nueve Los Angeles (also referred to as "the Company," "We," "Us," or "Our").
- Products: Items offered for sale on our website.
- Orders: Requests made by You to purchase Products from Us.
- Service: Refers to the website accessible from www.nuevelosangeles.com.
You: Refers to the individual accessing or using the Service, or the company/legal entity on whose behalf the Service is accessed.
Order Cancellation Rights
You are eligible to cancel your order for a full refund as long as a shipping label has not yet been created. If you cancel after a label has been generated, the cost of the label will be deducted from your refund. Please email us at info@nuevelosangeles.com for any cancellations.
Conditions for Returns
To be eligible for a return, please ensure the following conditions are met:
- Return Window: Returns must be requested and sent back through our returns portal within 7 days of receiving your delivery. To qualify for a return or exchange, you must inform us within 7 days of the order being marked as delivered.
- Condition of Items: Products must be in new, unworn condition with all original tags and packaging intact, protective covers, and other packaging materials.
- Non-Returnable Items: The following items are not eligible for return or exchange:
- Items purchased on sale.
- Personal care items such as creams, perfumes and vibrators.
Nueve Los Angeles reserves the right to decline returns if items show signs of wear, are missing tags, or are returned outside of our return window. Return labels for international purchases are not provided, and shipping charges are non-refundable.
Return and Exchange Process
- Request a Return: Email us at info@nuevelosangeles.com or access our returns portal for further instructions.
- Shipping Options: Returns can be sent with a prepaid label provided by us (for domestic orders only) or with a courier of your choice. If using your own courier, please choose tracked delivery, as Nueve Los Angeles is not responsible for lost return shipments.
- Processing Time: Allow 7–14 business days after receipt of the return for inspection and processing.
- Refund Options: Eligible returns will be refunded via the original payment method or issued as store credit.
International Returns
For orders shipped outside the US, it is the customer’s responsibility to manage any delivery issues. If your package is undelivered or delayed, please contact your local UPS office. All customs fees, taxes, or import duties on returned items are the customer’s responsibility.
Customer Responsibility
- Shipping Costs: Return shipping costs are the customer’s responsibility.
- Order Tracking: It is the customer’s responsibility to track their orders and ensure delivery. If an item is delayed, not found, or arrives in an open condition, you must contact the carrier directly, as they are a third-party service. Nueve Los Angeles is not liable for any issues related to shipping or delivery once the item has been shipped.
Important Notes
- Tracking and Proof of Postage: For your security, please retain proof of postage until your return is fully processed.
Please contact us at info@nuevelosangeles.com with any questions or updates regarding your return.