Returns and Exchanges

NEED HELP BEFORE ORDERING?

The best way to reduce unnecessary returns and ensure your fit is to contact our team before purchase. We'll gladly assist you, and 98% of the time you'll end up with the correct size.

Contact us via:

RETURNS & SIZE EXCHANGES

We want you to love what you wear. If something isn’t quite right, here’s how we handle returns and exchanges.
If you haven't shopped with us before, and in order to avoid costly returns, please contact our customer service via email or our Whatsapp chat widget  PRIOR to placing an order. Our customer service will be happy to guide you with sizing, and 98% of the times we nail it!😉 

HOW TO START A RETURN

All returns must be filed through our Returns Center (accessible at the bottom of any page on our website), or HERE.

For the fastest processing, please use the Returns Center to notify your return. Returns notified through other channels (email, WhatsApp, etc.) may experience delays in processing.

Please do not ship items to our office address. Items must be returned following the instructions provided after submitting your return request.

EU CUSTOMERS (INCLUDING ITALY)

Right of Withdrawal

In accordance with EU Consumer Law (Directive 2011/83/EU):

  • You have 14 days from the date of delivery to notify us of your intention to return the item.

  • After notifying us, you have an additional 14 days to ship the goods back.

Items must be returned within this timeframe to qualify for a refund.

Return Shipping

  • Return shipping costs are the customer's responsibility.

  • We strongly recommend using a tracked shipping service, as NGNM is not responsible for parcels lost in transit.

Refunds

  • Refunds will be processed within 14 days of receipt of the returned goods or of proof of shipment (whichever occurs first).

  • Original outbound shipping fees are non-refundable.

Refunds are issued using the original payment method.

Exchanges (EU)

  • Customers are responsible for return shipping.

  • Exchanges are accepted only against sizing up or down of the same item, and not across different SKU's or color variants.
  • Exchanges are subject to stock availability

  • NGNM covers the cost of shipping the exchanged item back to you (one time per order).

UNITED KINGDOM

Return Window
  • You have 14 days from the date of delivery to notify us of your intention to return the item.

  • Items must be shipped back within 14 days of notification.

Return Shipping

  • Customers ship domestically to our designated UK return address after completing the Returns Center process.

  • Return shipping costs are the customer's responsibility.

  • Tracked shipping is required.

Exchanges

  • Exchanged items are shipped from Italy.

  • NGNM covers the outbound shipping cost for the exchange.

  • Exchanges are accepted only against sizing up or down of the same item, and not across different SKU's or color variants.

  • Exchanges are subject to stock availability

  • Shipments are sent DAP (Delivered At Place).
    Any import VAT, duties, or customs clearance fees imposed by UK authorities are the customer's responsibility.

Refunds

  • Refunds are issued for the value of the returned merchandise.

  • Original shipping fees, import VAT, duties, and customs charges are non-refundable.

UNITED STATES & REST OF THE WORLD (EXTRA-EU)

Return Window

  • You have 14 days from the date of delivery to notify us of your intention to return the item.

  • 14 days from notification to ship items back.

Return Shipping

  • Customers are responsible for return shipping costs.

  • NGNM can provide a preferred FedEx return rate, including preparation of all necessary customs documentation (commercial invoice, declaration, preferential origin statement, etc.).

  • To receive a FedEx quote, file your return via the Returns Center and then contact:
    orders@nogodsnomasters.life

Tracked shipping is mandatory. NGNM is not responsible for lost parcels.

Exchanges

  • NGNM covers outbound shipping for one exchange shipment. Exchanged items are shipped from Italy.

  • All international exchange shipments are sent DAP (Delivered At Place).

  • Exchanges are accepted only against sizing up or down of the same item, and not across different SKUs or color variants.

  • Exchanges are subject to stock availability

  • Any customs duties, VAT, import taxes, or clearance fees imposed by the destination country are the customer's responsibility.

Refunds

  • Refunds are issued for the value of the returned merchandise.

  • Original shipping fees, customs duties, and import taxes are non-refundable.

Please note: Customs duties and import VAT paid at the time of delivery are handled by local authorities and are not refundable by NGNM.

CONDITION OF RETURNED ITEMS

Items must be returned in resalable condition.

You are entitled to try garments on as you would in a physical store. However, items must:

  • Be unworn (beyond try-on)

  • Be unwashed

  • Be free from odors, stains, marks, pet hair, makeup, or any visible signs of use

  • Include original hang tags and packaging (where reasonably possible)

All returned items are inspected upon receipt.

If a product shows signs of handling beyond what is necessary to establish its nature, characteristics, and fit, NGNM reserves the right to apply a proportional deduction reflecting any loss in resale value.

If an item is deemed unsuitable for resale due to excessive use, it may be returned to the customer at their expense.

DEFECTIVE OR INCORRECT ITEMS

If you believe you have received a defective or incorrect item, please contact us within 48 hours of delivery at: orders@nogodsnomasters.life

Include:

  • Your order number

  • A clear description of the issue

  • Photographic/Video evidence of the alleged defect

Please note that a definitive assessment of the product’s condition can only be made after physical inspection at our headquarters.
If the initial review of the documentation suggests a potential manufacturing defect, NGNM will authorize the return of the item for inspection.

Return for Inspection

  • The item must be returned at the customer’s expense.

  • Tracked shipping is required.

  • The product must be sent in clean condition for technical evaluation.

Once the item has been received and inspected:

  • If a manufacturing defect is confirmed, NGNM will:

    • Reimburse the reasonable return shipping costs,

    • And offer a repair, replacement, or full refund.

  • If no manufacturing defect is found, or if the issue is determined to result from:

    • Normal wear and tear,

    • Improper use,

    • Accidental damage,

    • Incorrect washing or care,

    • Improper zipper engagement or handling,

    The item will not be considered defective.

In such cases:

  • Shipping costs will not be reimbursed,

  • No refund or replacement will be issued under a defect claim,

  • The item may be returned to the customer at their own expense.

NGNM reserves the right to determine whether a reported issue qualifies as a manufacturing defect following technical inspection.

PROCESSING TIMES

  • Returns are typically processed within 5–10 working days after receipt.

  • During peak periods, processing may take up to 14 working days.

You will receive confirmation once your return has been processed.

SALES & PROMOTIONS

From time to time, NGNM may offer promotional pricing, seasonal sales, archive drops, or limited-time offers. The conditions below clarify how returns and exchanges apply during promotional periods.

1. STATUTORY RIGHT OF WITHDRAWAL (EU & UK)

For customers located in the European Union and the United Kingdom:
Discounted or promotional pricing does not affect your statutory right of withdrawal.

You retain the legal right to:

  • Withdraw from your purchase within 14 days of delivery

  • Return the goods within 14 days of notification

  • Receive a refund in accordance with our Returns Policy

Statutory rights cannot be waived by promotional language.

2. FINAL SALE ITEMS

Certain products may be explicitly marked on the product page as:
“Final Sale – No Returns or Exchanges”. This designation applies only to:

  • Archive clearance items

  • Sample pieces

  • Limited stock liquidation

  • Special one-off releases

Final Sale status will be clearly indicated before purchase.

For EU & UK customers:

  • Statutory withdrawal rights remain unaffected.

  • After the 14-day statutory withdrawal period has expired, Final Sale items are not eligible for return, refund, or exchange.

For USA & rest of the world customers:

  • Final Sale items are not eligible for return, refund, or exchange, except where required by applicable local law.

3. PROMOTIONAL PRODUCTS (GENERAL RULES – ALL CUSTOMERS)

Unless explicitly marked as Final Sale:

  • Exchanges are subject to stock availability.

  • Exchanges are limited to the same product (size changes only).

  • Cross-product exchanges are not permitted.

  • Return and re-shipment shipping costs are the responsibility of the customer during promotional periods.

  • After the statutory withdrawal period (where applicable) has expired, returns are not accepted.

For EU & UK customers, statutory withdrawal rights remain unaffected.

For customers outside the EU & UK, refunds during promotional periods may be issued as store credit unless otherwise specified.

4. FLASH SALES, PINK FRIDAY & EXTREME PROMOTIONS (30%+ DISCOUNT)

During limited-time campaigns featuring discounts of 30% or more:

  • Promotional conditions are displayed prior to purchase.

  • Final Sale items are not eligible for return or exchange (subject to applicable law).

  • For EU & UK customers, statutory withdrawal rights remain unaffected.

  • For customers outside the EU & UK, refunds may be issued as store credit.

NEED HELP BEFORE PURCHASING?

Promotional periods can result in limited stock and rapid sell-through.

If you are unsure about sizing or promotional conditions, our team is available to assist you before placing your order via: