Overview

All NONSEZ items are made-to-order and final sale.

No returns or cancellations for change of mind. Because each piece is made just for you, we’re unable to accept cancellations once production begins.

Refunds are issued only for faulty items, after the item is returned and inspected.

Buyers are responsible for providing a correct shipping address; reshipping costs may apply for returned parcels.

Customs duties, taxes, or import fees for international shipments are not covered by NONSEZ.

For shipping details, delivery times, and address responsibilities, see our FAQ.

Returns & Exchanges

We do not accept returns or exchanges on custom-made items, in accordance with EU Directive 2011/83/EU (Article 16c). This includes:

• Personalised embroidery or design requests
• Changes to standard sizing, colours, or materials
• Any item made specifically to your instructions

Tip: Double-check your measurements and customisation notes before ordering. Contact us if unsure—we’re happy to clarify before production begins.

Freebies

Any free gifts or promotional items included with your order must be returned if a refund is approved for a faulty item. If the freebie is not returned, its value may be deducted from your refund.

Faulty Items

If your item arrives damaged or defective:

1. To start a return, please email us within 48 hours of delivery at hello@nonsez.com with:
   • Your order number
   • Clear photos of the issue
   • A short description of the fault
2. We’ll assess the issue and offer a replacement or partial refund if appropriate.
3. Returns must comply with EU regulations (within 14 days).
4. Refunds are processed only after the faulty item is returned and inspected.

Processing Time

Our standard processing time is up to 2 weeks. Express options may be available—please contact us before ordering.

Incorrect Address & Uncollected Parcels

It is the buyer’s responsibility to provide a correct and complete shipping address. If a parcel is returned due to:

• An incorrect or incomplete address
• Failure to collect the parcel from the post office or courier

You will be required to pay reshipping costs. Shipping fees are non-refundable for unclaimed or misaddressed orders.

Cancellations & Refunds

Because each piece is made just for you, we’re unable to accept cancellations once production begins.

All sales are final unless the item is faulty.

Refunds are processed to the original payment method only after the returned item has been inspected.

How to Start a Return (for Faulty Items Only)

To start a return for a faulty item, please email us at hello@nonsez.com before sending anything back. We’ll guide you through the next steps.

Note

For information about shipping, delivery, and customs, please check our FAQ before ordering.