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Returns, exchanges & cancellations

All purchases (unless otherwise specified - see returns conditions) are refundable within 30 days of receipt of your order. Exchanges are not accepted. All refunds will be made using the same method as the original payment. Please note that initial shipping charges are non-refundable.

To ship your return items:

  1. Click on the "RETURNS" button on the "returns, exchanges and cancellations" page accessible at the bottom of the home page. A fee of 4.99 $ applies upon receipt of a return label. Please write your order number beginning with NANA and your postal code, separating it correctly (e.g. ABC 123).
  2. Print your return label received by e-mail.
  3. Place a document in the parcel with your order number and full name (or full name associated with the order). If possible, use the original packaging.
  4. Clearly write your request (the reason for your return) inside the parcel.
  5. Carefully seal the package and drop it off at the post office.

* You have 10 days from receipt of your label to send the package. If the 10-day period is exceeded, your return will be refused.

*Oncethe parcel is in the hands of our team, we ask for a delay of one to two weeks for the processing and reimbursement of an order.

NOTE: Please note that returns must be made via our return label generator and that no in-person returns will be accepted.

    Return conditions

    • Items are in the same condition as when sold: unworn, unwashed and with their price tag still attached.
    • Swimwear: In addition to the conditions listed above, the sanitary protection must still be in place; otherwise, swimwear will not be refunded.
    • Items on clearance (30% off or more) are final sales and cannot be returned or exchanged.
    • For orders placed between Good Friday and the end of December, returns are accepted until January 31.
    • Shipping costs for returns are non-refundable and must be paid by the customer.
    • You can opt for an additional 10% in-store credit instead of a refund.

    Cancellations : Order cancellations are only possible before your order is shipped. You can check the status of your order by clicking on the link in your confirmation e-mail or by e-mailing us at info@nanathebrand.com. If the item has already been shipped, you can return the goods as soon as they arrive by following the process described above.

    Payment

    When you check out, you can make changes to your basket until the order is confirmed. Shopping on NANATHEBRAND.COM is secure. Personal information provided on NANATHEBRAND.COM is transmitted via a secure server using Secure Socket Layering (SSL) encryption technology. For more information, please see our Privacy Policy.

    We accept payment by Visa, MasterCard or Paypal. Charges will appear under the Boutique-Nana name on your credit card.

    Sales tax: In Canada, we collect sales tax on products ordered on NANATHEBRAND.COM. The sales tax rate applied is 5% GST (Goods and Services Tax) and 9.975% QST (Quebec Sales Tax).