Refund policy
We have a 14-day return policy, which means you have 14 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, and in its original packaging. You’ll also need to include the returns slip provided to you inside the package, or a note containing your name, returned items, and order number.
To start a return, you can contact us at contact@nabiitopia.com
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that customers are liable for the cost of the return shipping. Items returned to us without prior confirmation will not be accepted.
You can always contact us for any return question at contact@nabiitopia.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please ensure that you take a video when unboxing your items, otherwise we may be unable to help you.
Unfortunately, we cannot accept returns on sale items or gift cards.
Lost Packages
Orders shipped using untracked shipping methods are sent without tracking or insurance. By selecting an untracked shipping option at checkout, the customer accepts responsibility for the package once it has been dispatched. We are unable to provide compensation, replacements, or refunds for untracked packages that are lost, delayed, or unconfirmed as delivered, particularly for international shipments.
For tracked shipments, customers must contact us within the following timeframes if they believe their package has been lost:
- UK orders: within 20 days of dispatch
- International orders: within 70 days of dispatch
This allows us to open a claim with the postal provider within their required claim period. Claims raised outside of these timeframes may not be eligible for compensation or replacement.
Please note that shipping delays, customs processing, and local postal delays do not automatically mean that a package is lost.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@nabiitopia.com
International orders may be subject to import VAT, customs duties, and handling fees. These charges are the responsibility of the customer. Orders returned due to unpaid customs or non-collection will not be refunded.
Pre-Orders
All pre-order and on-demand products are specially ordered from our suppliers during the pre-order period. Due to this all pre-orders and on-demand products are final and non-cancellable, as the item has been reserved specifically for you. Once the item arrives with you, you may begin the returns process if you no longer want the item.
Estimated release and delivery dates are stated on each product page. These timelines are approximate and may vary depending on the supplier’s release schedule and international shipping delays.
If a product release is cancelled by the supplier, a full refund will be issued.