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Returns & Exchanges

Want to return? Please email info@nenaandco.com with questions or return instructions. Include your name and order number with your correspondence.

REFUNDS

  • We want you to be 100% satisfied with your purchase. Returns sent back to us within 15 days of receiving the item are eligible for a refund..
  • All orders placed with a promotional sale, discount code, or are pre-marked down are FINAL SALE. These items are not eligible for return.
  • A 15% re-stocking fee will be charged to all returned orders.
  • Shipping costs are non-refundable.

RETURN REQUIREMENTS

  • ALL RETURNS REQUIRE A RETURN AUTHORIZATION NUMBER. Please send your request to info@nenaandco.com and allow 48 hours for a response. Be sure to include your name, and order number in the subject line of the email. Return Authorizations are given via e-mail ONLY. We do NOT issue RA numbers over the phone.
  • All orders placed with a promotional sale, discount code, or are pre-marked down are FINAL SALE. These items are not eligible for return.
  • FINAL SALE ITEMS CANNOT BE RETURNED - ONLY EXCHANGED. 
  • A 15% re-stocking fee will be charged to all returned orders.
  • Stained or used merchandise will be denied for return. Items must be returned to us in resell-able condition. Items that do not meet our requirements will be shipped back to the customer at their own expense.
  • All items are inspected for quality control prior to shipment. Many items from our One Of A Kind Collection may seem worn, that's because they have been! Most of the "huipils" used to make the One Of A Kind items were woven 5-10 years ago! In the case that you receive an imperfect item, please email photos and a brief description to info@nenaandco.com and allow 48 hours for a response. Damaged item claims must be reported to us immediately upon receipt of shipment.

RETURN SHIPPING

  • The customer is responsible for return shipping. We recommend purchasing tracking and insurance, as we cannot accept responsibility for lost/damaged returns.

INELIGIBLE RETURNS

  • Ineligible returns will be sent back at the customer's expense.

EXCHANGES

  • Our items often sell out quickly, seeing as our One Of A Kind Collection is one-of-a-kind, which makes it hard to switch orders. If you would like a different bag or item, please place a NEW order to assure you'll receive the item before it sells out, and email info@nenaandco.com to inquire about returning/canceling the original order. 

CANCELLATIONS

  • If you would like to cancel an order please contact us as quickly as possible at info@nenaandco.com. We will do our best to accommodate you. Unfortunately, because our order fulfillment process is designed to get the order to you as quickly as possible, we CANNOT guarantee we will be able to cancel an order once it has been placed. During holiday sales we will refuse all cancellation requests. Please take this into consideration as you shop.

    INTERNATIONAL RETURNS

    • Nena & Co. is not responsible for any customs fees, taxes or shipping fees associated with your return package. Please make sure you ship the package correctly and mark it as a return to avoid customs fees from being charged to us upon delivery.

    PRICE ADJUSTMENTS

    • We do NOT offer price adjustments on items that have been marked down after purchase.

    GIFT CERTIFICATES

    • Items purchased with a gift certificate cannot be returned for cash value. You will be issued another store credit code for the value of the item. 

    UPON RECEIPT OF RETURNED GOODS, NENA & CO. RESERVES THE RIGHT TO DENY THE RETURN IF IT DOES NOT MEET THE COMPANY RETURN POLICY REQUIREMENTS. 

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