We have a 30-day return policy, which means you have 30 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 the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. Please note that returns will need to be sent to the following address once approved: 206 Commercial Street, Nanaimo, BC, V9R 5G7.
If your return is accepted, we’ll notify you if a return shipping label is being arranged, 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.
You can always contact us for any return question at email@example.com. Please note that you may be responsible for any shipping costs and additional fees during the return or exchange process.
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.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty and grooming products). Due to hygiene reasons, we also do not accept returns for socks or underwear. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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. In this scenario we will refund the original purchase to your original form of payment once the item arrives back at our store in an acceptable condition (see above).
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.
We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. If approved, you’ll be automatically set-up with store credit to use at both NYLA Fresh Thread online store and brick & mortar location. Store credit will be received in either gift card format or linked to account created in your name. The credit will not expire as long as our store remains in operation. It can also be used across as many transactions as necessary until the credit is depleted.
As a small business, we are unfortunately unable to offer refunds for change of mind returns at this time. refunds will be granted in the rare cases that you receive a defective or incorrect product. If approved for a refund, 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 and you haven't received your store credit or refund, please contact us at firstname.lastname@example.org.