Returns & withdrawals

How it works

Something not quite right? Not a problem. Returns and Withdrawals are possible within 14 days receiving the goods. Start your return. Consumers have the right to withdraw from the contract within 14 days after taking possession of the goods. Please note that all return items must be new, unworn, have all Tags attached and have no signs of usage! If your item is damaged and your purchase date falls outside our standard return window, then please contact support@namilia.com. Please remember to include your order number and add photos. Please note that final sale items are not eligible for a return.

Condition & Quality Control Policy - All returned items must be received in new, unworn condition, free from signs of use. This includes, but is not limited to: visible wear, dirt, lint, deodorant or sweat marks, stains, odors, makeup marks, pet hair, or any other condition that indicates the item has been worn or used. Items that do not meet these condition standards will not be accepted for return or refund. Please note: Returned items that fail our quality or hygiene inspection can be sent back to the customer within 25 days at the customer’s expense for 15EUR. Otherwise the item may be disposed of. For safety and hygiene reasons, intimate items are not eligible to be returned to the customer once received.By submitting a return, you acknowledge and agree to this policy.

Right of Withdrawal / Widerrufsrecht

Consumers have the right to withdraw from the contract within 14 days after taking possession of the goods.

To exercise the right of withdrawal, you must inform us (NAMILIA (Emilia Pfohl und Nan Li GbR) GSG-HOF SCHLESISCHE STR. 27 10997 BERLIN, E-mail-address: support@namilia.com, Phone number: +4930220127411) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail).

If you want to withdraw from the contract, you may use this form and send it by e-mail to support@namilia.com or by post to the address stated below.

To:NAMILIA (Emilia Pfohl und Nan Li GbR)GSG-HOFSCHLESISCHE STR. 2710997 BERLINI/
we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods(*):______________________________________________________________________________________________________________
Ordered on (*) ____________ / received on (*) ____________________________________________________________________________
Name of consumer(s)__________________________________________________________
Address of consumer(s)__________________________________________________________
Signature of consumer(s) (only if notification is made on paper)__________________________Date(*)

Delete where not applicable.

How much do returns cost?

We provide a return shipping label in our return portal for you. We charge the following flat fee for the provided return shipping label and warehouse handling fee of 5EUR (within Germany), 14.99EUR for (EU returns) and 24.99EUR for (international returns outside of EU) and the flat fee will be deducted from your refund.
You will receive a return shipping label via E-Mail.

How do I start a return?

It’s super, super easy. Visit our Return Center to start your return. You’ll need the email address associated with your purchase, or order number and shipping zip code — your choice.
Next, you’ll receive step-by-step instructions. Finally you'll get a confirmation email.

Can I make an exchange?

It is currently not possible to place a direct exchange. Please return your item and place a new order.

Do I need to return the product in its original packaging?

Not at all. Ship your return back in your preferred packaging. We just ask that each item is packed back into the "no-plastic" bag it came in, to protect the item - thank you!

Where can I find my shipping label?

Simply start your return, you’ll receive step-by-step instructions. Once approved, a return shipping label will be sent to your email for easy access.
Please note that NAMILIA isn't liable for any lost or undelivered returns.

What should I do if I receive the wrong product?

Sorry about that! If you've received your order and it’s damaged, defective or incorrect, please contact us within five days of receipt. Sending us photos and your order number will be super helpful! Email us at support@namilia.com and our customer service will get back to you asap.

When will I get my refund?

Once your return is received back at our warehouse it will be inspected within 3-5 business days. Please allow up to 7-10 business days for the refund to show up on your account.