Return & Refund Policy
If you would like to cancel your order, please contact Nuvellaia as soon as possible after placing the order.
Cancellation requests can only be considered before the order has entered processing or fulfillment.
Once an order has started processing, packing, or shipment preparation, we may be unable to cancel or modify the order.
If the order has already been shipped, cancellation is generally no longer available. In this case, you may need to follow the applicable return process after receiving the package.
Return Eligibility
Eligible items may be requested for return within:
14 calendar days after the order is received.
To qualify for a return, products should generally meet the following conditions:
- The item must be unused;
- The product should remain in its original condition;
- Original packaging should be included where applicable; and
- Proof of purchase, such as an order confirmation, should be provided.
Please do not return any item before receiving instructions from our customer service team.
Nuvellaia does not apply restocking fees to approved returns.
For returns caused by personal preference, ordering mistakes, change of mind, or other customer-related reasons, the customer is responsible for the return shipping costs.
If an item arrives damaged, defective, incorrect, incomplete, or significantly different from the product description due to an error on our part, Nuvellaia will cover the reasonable return shipping costs required to resolve the issue.
How to Request a Return
To start a return request, please contact:
Please include the following information:
- Order number;
- Product details;
- Reason for the return request; and
- Photos or videos showing the issue, if applicable.
Please wait for approval and return instructions before sending any product back.
Once your request has been reviewed and approved, our customer service team will provide the return instructions and applicable return address.
Refund Processing
After the approved return has been received at the designated return location, the product will be reviewed.
Once the review process is completed, we will send a confirmation email regarding your refund status.
Approved refunds are generally processed to the original payment method within 5–10 business days.
After the refund has been issued, your bank, card issuer, or payment provider may require additional processing time before the amount appears in your account.
Refund Not Received
If you have not received your refund after the expected processing period, please first check your payment account and contact your bank or payment provider for additional confirmation.
If the refund is still unavailable, please contact:
Please provide your order number and any available refund details so we can assist you.
Return Shipping Information
Please do not send returned items directly without first contacting our customer service team.
Return requests should be submitted through:
After approval, we will provide the correct return instructions and authorized return destination.
The authorized return address may be different from the registered business address of Xiamen Mengshuai E-commerce Co., Ltd. Please do not send products to the registered company address unless specifically instructed by our customer service team.
For returns caused by customer preference or ordering decisions, the customer is responsible for applicable return shipping costs. The final shipping cost depends on the selected carrier and shipping method.
For items that are damaged, defective, incorrect, incomplete, or materially different from the description due to our fulfillment error, Nuvellaia will cover the reasonable return shipping costs required to resolve the issue.
Authorized Return Address:
The applicable return address will be provided by our customer service team after the return request has been reviewed and approved.