Returns & Refund Policy

At a Glance

Damaged, defective, or wrong item (our mistake): free replacement or a full refund to your original payment method — your choice. We cover return shipping.
Changed your mind or wrong size: 30-day returns for store credit. You cover return shipping. Store credit never expires.
Exchanges: we don't process direct exchanges — return for store credit and reorder so your new item ships right away.

1. Damaged, Defective, or Wrong Item (Our Mistake)

Please inspect your order as soon as it arrives. If it shows up damaged, defective, or we sent the wrong item or size, that's on us and we'll fix it fast.

Email support@nvushearts.com within 7 days of delivery with your order number and a clear photo of the issue.
Don't ship it back yet — we'll send instructions.
Once verified, you choose: a free replacement or a full refund to your original payment method. We provide a prepaid return label and cover return shipping.

2. Standard Returns (Changed Your Mind / Wrong Size)

If you simply changed your mind or need a different size, you can return eligible items within 30 days of delivery.

Items must be unworn, unwashed, and in original condition with all tags attached.
Approved standard returns are refunded as store credit (no refund to the original payment method). Store credit never expires and can be used on anything in the shop.
You are responsible for return shipping on non-defective returns.
A Return Authorization (RA) number is required — see “How to Start a Return” below.

3. Exchanges

We don't process direct exchanges. For a different size or design, return the original item for store credit and place a new order. This way your new item ships immediately and won't be held up waiting on the return — sizes sell out fast. Not sure on sizing? Email orders@nvushearts.com before you order and we'll help you pick.

4. Non-Returnable Items

The following are final sale and cannot be returned or exchanged:

Items marked Final Sale or clearance
Gift cards
Custom or personalized items made to order
Items that have been worn, washed, altered, or damaged after delivery
Items returned without original tags, or without a Return Authorization (RA) number

5. How to Start a Return

Email orders@nvushearts.com with your order number and the reason for your return.
We'll reply with a Return Authorization (RA) number and return instructions. Returns sent without an RA number cannot be accepted.
Ship the item back with the RA number clearly visible on the package.
Once we receive and inspect your return, we'll email you to confirm. Approved store credit is issued within 5–7 business days.

6. Refund & Store Credit Timing

Store credit (standard returns): issued within 5–7 business days after we receive and inspect your return.
Refunds (defective / our error): once approved, refunds post to your original payment method within 5–10 business days, depending on your bank or card issuer.
If you haven't seen your store credit or refund after the windows above, check your spam folder, then contact us.

Questions?

Defects & shipping errors: support@nvushearts.com
Standard returns & store credit: orders@nvushearts.com

This policy applies to purchases made at nvushearts.com and does not affect any rights you may have under applicable consumer-protection law.