Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
To initiate a return or exchange, please contact us at ninashop02@outlook.com. You must provide a complete, qualified unedited unboxing video that fully complies with our requirements first. We will only provide you with the official return shipping address after we verify and approve your unboxing video. No valid unboxing video, no return address will be provided.
If your return request is approved, we will send you a return shipping label together with instructions on how and where to send your package. Items sent back without prior return authorization will not be accepted.
Feel free to reach out to us via ninashop02@outlook.com if you have any questions regarding returns.

Return Shipping Fee Policy

All return and exchange shipping fees are fully borne by the customer and are non-refundable under any circumstances. We do not cover any return or exchange shipping costs, including scenarios of defective, damaged, missing items or incorrectly shipped goods.

Damages, Defects & Wrong Item Claims — Strict Unboxing Video Requirement

All damage, defect, missing item, or wrong item claims require a FULL, CONTINUOUS, UNEDITED unboxing video. No video = NO REFUND / NO EXCHANGE / NO COMPENSATION.
To qualify for any after-sales support, your unboxing video must meet all of the following strict requirements:
  • The video must start with the original sealed package with intact shipping label
  • The entire unpacking process must be continuous and uncut
  • No pause, no edit, no filter, no speed change
  • Clearly show package exterior, packaging condition, all items, accessories, and original tags
  • Clearly show the defect, damage, missing parts, or wrong item
Claims without a qualified unboxing video will be automatically rejected. We do not accept photos only, partial videos, edited videos, or videos taken after opening the package.

Exceptions / Non-Returnable Items

Custom‑made and personalized goods are non‑refundable and cannot be returned.

Exchanges

The fastest way to receive your desired item is to submit a return for your current product. Once your return is approved, you may place a new separate order for the replacement item.

European Union 14-Day Cooling-off Period

Notwithstanding the above terms, if goods are delivered to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing justification. As mentioned above, items must be unused/unworn, with original tags and packaging intact. Proof of purchase is also required.

Refunds

Once we receive and inspect your returned goods, we will inform you whether your refund is approved.
If approved, funds will be automatically refunded to your original payment method within 10 business days. Please note banks or credit card providers may require additional processing time.
If 15 business days have passed after we confirmed your refund approval and you still have not received the funds, please contact us at ninashop02@outlook.com.