REFUND & RETURN POLICY

At Nathalie Loma, we want you to be completely satisfied with your purchase. We understand that sometimes a garment may not be exactly what you expected. Our return policy is designed to ensure your satisfaction while maintaining the quality and integrity of our custom-made pieces.

Return Window: We accept returns within 14 days of delivery for ready-to-wear items in their original condition with all tags attached.

Custom-Made Items: Due to the nature of custom-made garments, these items are non-refundable and non-returnable unless there is a manufacturing defect.

Sale Items: Sale items are final sale and cannot be returned or exchanged.

Eligible Returns: Once we receive and inspect your return, we will process your refund within 5-7 business days.

Refund Method: Refunds will be issued to the original payment method used for the purchase.

Shipping Costs: Return shipping costs are the responsibility of the customer unless the item was received damaged or defective.

Restocking Fee: A 10% restocking fee may apply to certain items at our discretion.

We offer exchanges for different sizes or colors of the same item, subject to availability. Exchanges must be requested within 14 days of delivery.

Exchange Process: Please contact our customer service team to initiate an exchange. You will be responsible for shipping costs for the return and the new item.

To be eligible for a return, your item must meet the following conditions:

• Item must be unworn, unwashed, and in original condition
• All original tags must be attached
• Item must be in its original packaging
• Item must not be damaged, altered, or show signs of wear
• Return must be initiated within 14 days of delivery

To initiate a return, please follow these steps:

1. Contact our customer service team at hello@nathalieloma.com
2. Provide your order number and reason for return
3. Receive return authorization and shipping label (if applicable)
4. Package your item securely with all original tags and packaging
5. Ship your return using the provided label or your preferred carrier
6. Track your return shipment

If you receive a defective item, please contact us immediately. We will arrange for the item to be returned at our expense and provide a full refund or replacement.

What constitutes a defect:

• Manufacturing flaws in stitching or construction
• Fabric defects or damage
• Missing or broken components
• Significant sizing discrepancies from the product description

If you have any questions about our refund and return policy, please contact us: