Change of mind?
We can help.
Clear steps, considered handling and straightforward answers from request to refund.
Start a returnContact us within 14 calendar days of delivery.
Items must meet the condition and hygiene requirements below.
Approved refunds return to the payment method used at checkout.
Confidence,
even after checkout.
We want every Nyxlace piece to feel right. If something is not suitable, contact us promptly and we will explain the available next step.
For an ordinary change-of-mind return, submit your request within 14 calendar days after delivery. Do not wear, wash or damage the item, and do not remove any tag, hygiene seal or protective packaging while deciding whether to keep it.
This policy applies to purchases made directly through nyxlace.com. If you bought a Nyxlace product through another seller or marketplace, please use that seller's return process.
This policy does not limit any mandatory rights available under the consumer law that applies to your purchase. Where local law gives you stronger rights, those rights take priority.
What makes an item
return-ready.
Unless the item is faulty, damaged or incorrect, all of the following conditions should be met before it is sent back.
Within the window
Your request is submitted within 14 calendar days after the order is delivered.
Unworn & unused
The item has not been worn beyond a permitted visual inspection, washed, altered or damaged.
Complete & original
Tags, accessories, inserts, protective packaging and any hygiene seal remain attached and intact.
Clean & saleable
The item is free from marks, cosmetics, deodorant, fragrance, pet hair, smoke or other signs of use.
Include your order number or another valid proof of purchase. We may decline a change-of-mind return that does not meet these conditions, to the extent permitted by applicable law.
Sealed for
your protection.
Pantyhose, stockings, bodystockings, lingerie and other intimate items require special handling for health and hygiene reasons.
The product remains unworn and unused, with its hygiene seal and sealed inner packaging fully intact.
The hygiene seal, sealed bag or protective packaging has been opened, removed, damaged or broken.
This hygiene restriction does not remove remedies that apply when an item is faulty, damaged, not as described or different from what you ordered. Contact us before sending any intimate item back.
Other items normally excluded from change-of-mind returns
- 01Gift cards or store credit
- 02Personalised, made-to-order or altered products
- 03Items clearly marked “Final Sale” before purchase
- 04Items damaged after delivery through misuse or improper care
Four clear
steps.
Please do not send an item to the address shown on a parcel, invoice or payment record without first receiving return instructions. Unauthorised parcels may be delayed or returned to the sender.
- 01
Contact us
Use the contact form within 14 days of delivery. Include your name, order number, item and reason for return.
- 02
Wait for approval
We will review the request and provide an authorisation, the correct return address and any required instructions.
- 03
Pack with care
Place the complete item and original packaging inside secure outer packaging. Do not attach labels directly to the product box.
- 04
Send & keep proof
Use a tracked service where possible and retain the receipt and tracking number until the return is complete.
Send us your order details.
Never include card numbers or account passwords in your message.
Who pays for
the journey back.
Customer-paid return
You are normally responsible for the return postage and for the parcel until it reaches the approved return address.
Nyxlace-arranged solution
Where we confirm an error or qualifying fault, we will provide an appropriate return method, reimbursement or another lawful solution.
Do not return an item using cash on delivery or postage due unless we have agreed to it in writing. Customs charges, import duties and taxes on a return are the sender's responsibility unless the return results from our error or applicable law requires otherwise.
If you choose an expensive or express return service without our prior agreement, any reimbursement may be limited to the reasonable cost of the method we authorised.
From inspection
to refund.
We aim to inspect returned items within 5 business days after they reach the approved return location. We will email you when the return has been reviewed.
Received
Tracking shows the parcel has reached the authorised return location.
Inspected
Condition, seals, packaging and the returned products are checked.
Approved
We confirm the amount and issue it to the original payment method.
Processed
Your bank or payment provider posts the credit to your account.
Approved refunds are issued to the original payment method. If that is not technically possible, we will contact you about a lawful alternative.
After we issue the refund, banks and payment providers may need approximately 5–10 business days to display it.
Original delivery charges and express upgrades are handled according to the reason for return and applicable consumer law.
Where legally permitted, a refund may be reduced for missing items, damage, use beyond reasonable inspection or loss of value caused by handling.
Promotions, bundles and gifts may be recalculated if a return means the original offer conditions are no longer met. Any adjustment will be explained before the refund is completed.
Something
isn't right?
Contact us as soon as possible so we can investigate and offer the appropriate solution.
Report visible parcel damage or an incorrect item promptly
Where practical, contact us within 48 hours of delivery. This helps us review carrier evidence quickly but does not shorten any mandatory legal rights.
Please include:
- 01Your order number and contact email
- 02A clear description of the issue
- 03Photos of the item, label and outer packaging
- 04A short video where the fault is difficult to show in a photo
Keep the product, packaging and shipping label until we confirm what to do. Do not repair, alter or dispose of the item unless we instruct you to.
Need another
size or style?
Return, then reorder
Direct exchanges are not guaranteed because stock can change quickly. The fastest option is usually to request an eligible return and place a new order for the preferred item.
View the Size Guide →Contact us quickly
If an order has not entered processing or dispatch, we may be able to cancel it. Once it has shipped, follow the return process after delivery.
Request a cancellation →A little more
clarity.
Can I try on hosiery before deciding?
For hygiene-sensitive products, opening the hygiene seal or sealed inner packaging may make the item ineligible for a change-of-mind return. Use the product measurements and our Size Guide before opening the seal.
Can I send my return without contacting you?
No. Contact us first so we can confirm eligibility and provide the correct address. A parcel sent elsewhere may not reach the team responsible for returns.
Where is my refund?
First check the refund confirmation date, then allow your bank or payment provider's processing period. If that period has passed, contact the provider and then send us your order number so we can review the transaction reference.
What happens if my return is refused?
We will explain the reason and the available options. Where permitted, you may need to pay for the item to be sent back to you. We will not dispose of a refused item without giving reasonable notice.
Can sale items be returned?
Ordinary discounted items may be eligible if they meet this policy. Items clearly marked “Final Sale” may be excluded from change-of-mind returns, subject to applicable law and rights for faulty goods.
What if my parcel never arrived?
That is a delivery issue rather than a return. Check the tracking, delivery location and household members, then contact the carrier and Nyxlace promptly with your order number.
Talk to
customer care.
Include your order number and the email used at checkout. For a damaged or incorrect item, attach clear photos if possible.