Shipping & returns

Shipping
Returns
Refunds
Exchanges

Shipping

• Standard Shipping: Free on all orders, with delivery in 1-2 business days in Italy and 1-5 business days in Europe.
• Express Shipping: Available worldwide within 2-4 days, at an additional cost (see rates at checkout).

Your order will be delivered during business hours from Monday to Friday and includes three delivery attempts. After the third failed attempt, your order will be returned to us.

Orders placed after 12:00 PM CET will be shipped the next business day. Shipping begins once the order is accepted and may include a 24-hour period during which your items are processed and dispatched from our warehouse.

All international orders will be shipped from our Italian warehouse via UPS. You will receive an email with the tracking number once your package has been shipped, allowing you to monitor the status of your delivery.

Please note: Once an order is placed, you have only 30 minutes to modify the shipping address.

Returns

You can return any item purchased on NUEAME.COM within 21 days from the date of order fulfilment by clicking on the return form.

Follow these instructions:

• All items to be returned must be pre-registered for return through our return form.
• The return request will be reviewed, and once accepted, you will receive a prepaid UPS return label.
• Make sure the merchandise you are returning is in its original condition, with the identification tag attached and original packaging (accessories, dust bags, hangers, etc.).
• Pack the items in the original box and attach the prepaid UPS label over the previous delivery information.
• For non-EU customers: Once the return is accepted, a proforma invoice will be sent to apply on the outside of the package. Print two copies of the invoice, insert them in a transparent envelope, and apply it on the outside of the package for easy access during customs clearance. The package may fail custom check and be returned to the sender if the transparent envelope is not visible.
• Contact UPS by phone to arrange pickup or, if applicable, drop the package off at your chosen UPS access point.

Using the provided label guarantees a refund in the event of loss during delivery to our warehouse. If you choose to return your order with a courier of your choice, we suggest using an insured service.

Please note:

• Ensure briefs are tried on over your lingerie; we will not accept returns of lingerie that has been worn, damaged, washed, or altered.
• Any unauthorized order returned to the warehouse will be shipped back to you.
• All returns must be registered within 21 days from the date of order fulfillment.
• For non-EU customers, return shipping costs will be the customer’s responsibility.
• Customized items are non-refundable.
• We will not accept items without the original protective hygiene strip.
• We will not refund items purchased at a discount of over 30%, as they are considered Final Sales. Alternatively, we offer an exchange or store credit redeemable on our online boutique.

If your return does not meet the listed conditions, the package will be shipped back to you at your expense.

Refunds

Once your package reaches our warehouse, please allow 3-7 business days for your return to be processed.
When your return is accepted, the refund will be issued within a few business days (depending on your bank) according to the original payment method. You will receive an email once your order has been refunded.

Card Refunds: Please allow up to 7 business days for funds to be credited to the original payment method.
PayPal Refunds: You may receive the refund in your PayPal account within 24 hours of receiving the return confirmation email.

We cannot issue refunds with payment methods other than those used for the order.

Exchanges

If you would like to return an item for a different size, color, or style, you can do so free of charge within 21 days from the date of order fulfillment.

Simply complete the return form and contact our customer service. They will guide you in purchasing the new size or model, and you will be refunded for the returned item. Our team will also assist you in selecting the replacement item and hold it for you until the return is received. Once the return is authorized, we will ship the replacement item directly to you. You will receive a shipping confirmation email once the replacement item has shipped.

Please note that you can exchange an item for a different size, color, or model only once, but you can always return it following our return instructions.