Refund policy

NILOOFAR MONTANO

Returns & Refund Policy

Last updated: May 2025

We want you to fall in love with every piece you receive from us. If something isn’t quite right, we’re here to make it easy. Please read our policy below, and don’t hesitate to reach out — we’re always happy to help.

1. Return window

You have 15 days from the date of delivery to request a return or exchange. After this window, we’re unfortunately unable to accept returns, so please do reach out to us as soon as possible if something isn’t right.

2. Item condition requirements

To be accepted for a return, items must be returned in their original condition:

Original tags and ribbon still attached
Unworn and unwashed
Original packaging handled with care and intact
Free from any scent (perfume, deodorant, or otherwise)
No visible signs of wear, marks, or alterations

We inspect every return carefully. Items that do not meet these conditions will not be accepted and will be returned to you at your cost.

3. Non-returnable items

The following items cannot be returned or exchanged:

Sale items clearly marked as “Final Sale” or “No Returns” at the time of purchase

All other items follow our standard return policy above.

4. Refund options

When your return is approved, you can choose between:

Refund to your original payment method — processed within 7 business days of us receiving and inspecting your return
Store credit — issued in full to your account, valid on any future purchase with no expiry

We will notify you by email once your return has been received and your refund or store credit has been issued.

5. Exchanges

We’re happy to exchange items for a different size or colour, subject to availability. To request an exchange, please contact us within the 15-day window and we’ll do our best to accommodate you.

6. Return shipping costs

Return shipping is the responsibility of the customer. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit on the way back to us.

If you choose store credit instead of a refund to your original payment method, we’ll cover 50% of your return shipping cost as a thank-you. Simply send us your shipping receipt and we’ll apply the credit to your account.

7. Damaged or incorrect items

If you receive an item that is faulty, damaged, or different from what you ordered, we sincerely apologise. Please contact us within 48 hours of delivery with:

Your order number
A clear photo of the item and the issue

We will arrange either a full refund to your original payment method or a replacement item — whichever you prefer — at no cost to you, including return shipping.

8. How to start a return

Getting started is simple. Contact us via:

Email: hello@niloofarmontano.com
Phone / WhatsApp: available on our website (coming soon)

Please include your order number and the reason for your return. Our team will respond within 1–2 business days with next steps and the return address.

9. Processing time

Once we receive your returned item and confirm it meets our conditions, we will process your refund or store credit within 7 business days. Depending on your bank or payment provider, the refund may take an additional 3–5 business days to appear in your account.

10. International returns

We ship worldwide and our return policy applies equally to all international orders. Please note that any customs duties, taxes, or import fees incurred on the return shipment are the responsibility of the customer. We recommend marking international return packages as “Returned Goods” to avoid additional charges.

Still have questions? We’re always happy to help.

hello@niloofarmontano.com