RETURNS & EXCHANGES
The health and safety of our community, employees and customers is top priority. As a customer-first company, we would like to share with you some temporary steps and changes we are taking to protect everyone during this time:
Returns: Since the WHO has stated COVID-19 may persist on surfaces for a few hours or up to several days, our incoming returns will not be processed until 4 days after arrival to our warehouse. After that, please allow the standard 5-7 business days for your return to be processed by our team as stated in our original return policy.
Defects or Damages: In addition, we are extending the “Defects or Damaged Item” notification period to 4 business days to allow customers to safely follow a wait period as well.
Effective 3/16/20 and until further notice for the above changes.
Please follow the instructions in our Return Portal to begin the return process. Please have your order number and email associated with your order to begin. Click below to start the return process.
- Items can be returned within 30 days of delivery for US customers and issued a refund in the form of a NanaMacs e-gift card. We will send you an email with the details of your processed return immediately and it can be used on any future purchase and never expires. *international orders are given 35 days to return.
- Items received must be in original condition- clean, unworn, unwashed, with all tags attached. Any pet hair or stains including deodorant, makeup, tanner or lotions will not be accepted.
- Your return label cost will be automatically deducted from your credit. Any shipping cost paid on the original order is nonrefundable.
- If you return is ineligible and doesn’t meet requirements listed for a return, it will incur a 25% restocking fee or sent back to you. Returns older than 45 days will be rejected
- After the additional 4 day waiting period due to COVID-19, we will process all returns in 7-10 business days.
- NanaMacs is not responsible for lost or stolen packages.
- Only valid on returns placed on or after 10/27/20 via the Return Portal. All returns shipped prior to this date are not eligible for return shipping rate reimbursement.
Shipping Your Return
- Print your prepaid shipping label provided to you in the Return Portal. The cost of return shipping will be deducted from your NanaMacs e-gift card due to the fact we offer free shipping on all US orders. By providing you with a prepaid return shipping label, it saves you up to 50% off on the label costs if you were shipping a return personally from UPS or USPS counter rates and also you don’t have to pay for the cost upfront.
- You must include your original packing slip in your return package. If you no longer have it, please include information for your order including your name and order number.
- Please package your return carefully to ensure it stays protected during shipment.
- All shoes must be returned in original box with a secondary package over the shoe box for protection. A returned loose shoe box with tape around it will not be accepted.
- If you would like to make an exchange for your original item, please complete the request in the Return Portal within 14 days of original purchase date.
- Exchanges will only be made for the same item in a different size or color.
- Due to popularity, we cannot guarantee an exchange request will be in stock. If we are sold out of the size or color you are requesting, please refer to return instructions above.
- Exchanged items must meet all return requirements listed above.
- Once your exchange has been processed in the Return Portal, refer to the guidelines and instructions for shipping back merchandise.
- After your exchange has been processed your new item will be shipped.
Defects or Damaged Items
- Upon delivery of your order, please inspect all items immediately. Any issue with your order must be submitted within 3 days of receiving your order and it can be submitted in our Return Portal.
- Once the issue is submitted, you will receive an email with steps to continue to resolve your issue.
- If you have processed a request for a defected or damaged item, please wait for confirmation before shipping back your items.
- If a defect is found after the 3 day window, the order may incur a 25% fee. We are unable to offer compensation on a defected or damaged item if it is longer than 3 days time and it must meet all return requirements listed above. Including being unworn, unwashed and with tags.
Please note, each item is professionally photographed to ensure accurate colors, patterns and measurements to the best of our ability. Although the display could vary between different devices. Items with slight variances are not considered defective as each item may be unique in pattern or color.
Order Cancellations, Alterations or Shipping Upgrades
To cancel, alter or change shipping of an order you must email firstname.lastname@example.org within 12 hours of placing your order. Please be sure to include your order number in your cancellation email. Cancelations, alterations and shipping upgrades can only be completed during standard customer service hours (Monday-Friday 8:00am-2:00pm). A cancelation, alteration, or change of shipping request received outside the 12-hour window or outside regular hours have the potential to ship out per the original shipping guidelines.
As stated during sales, all VALENTINE25, Buy 1 legging get 1 half off, GAME20, GAME25, GAME30, SWEATERDEAL, Buy2DenimGet50%OffOuterwear, BOGO SWEATER, 30% OFF SELECT STYLES, VALENTINES40, TOPS30, WINTER70, WINTER60, WINTER50, 35COZY, 25COZY, 30% Off Select Shoes, 30OUTERWEAR, 30SWEATER, DRESS30, JACKETS30, NY30, NY50, YEAREND30, 40XMAS, 35XMAS 25XMAS, 25DECEMBER, DECESHOES, JOLLY25, Buy a NYE Item, get an Accessory for 30% Off!, Buy one Sweater, Get one 50% OFF, 12DAYS25, 12DAYS35, 25XMAS, 35XMAS, Buy One Christmas Set get one 60% Off!, XMASBOGO, 50% off Tatum Sets, DEC10OFF, DEC25OFF, DEC40OFF, CYBER50, CYBER60, 20GAME30, 20GAME40, 20GAME50, 20GAME60, MACSBLK30, MACSBLK40, MACSBLK50, THANKS30, PINK20, PINK30, PINK40,COZYUP30, SUZYBDAY, SETSOFF40, TREAT40, SPOOKY30, SPOOKY40, SWEATER30, 40% OFF, Buy a pair of Leggings and get one free!, 40% OFF Michelle Live Set, etc. Sale purchases are FINAL SALE and can NOT be returned or exchanged. All FLASH SALE purchases are FINAL SALE as well and can NOT be returned or exchanged.
- Items must be received in original condition - unworn, unwashed, with all tags still attached. For hygienic reasons swimwear, intimates, undergarments, bras, bandeaus, and hair accessories (including hats and beanies) must have tags and hygienic liners still intact.
All DEAL purchases are not coupon eligible but are return eligible.
All deals purchases have this icon on the product cover photo.
- All DEAL purchases marked with a “Deal Star” are not eligible for additional coupons.
Policy updated and effective 12/24/2020