Returns Policy

NUR COLLECTION – RETURNS POLICY

At Nur Collection, we strive to ensure your shopping experience is seamless and enjoyable. If something isn’t quite right, our returns policy outlines the process for returning items while maintaining transparency and fairness.

RETURN ELIGIBILITY

To be eligible for a return, the following conditions must be met:

  • A return request must be submitted through our Returns Portal within 14 days of receiving your order.

  • Items must be in original, unworn, and saleable condition, with all tags attached and in original packaging.

  • Returns without a prior request via the portal will be rejected and may incur redelivery charges.

  • Only the cost of the item(s) will be refunded. Delivery charges are non-refundable.

  • Items from Sale / Clearance / Discount Code offers are non-returnable. Clearance items may include minor imperfections.

  • Customised items (e.g., requests for specific lengths, added lining) are non-returnable.

HOW TO RETURN AN ITEM

  1. Submit a return request via the Nur Collection Returns Portal.

  2. Ensure your item(s) meet the return eligibility criteria above.

  3. Return the item(s) within 14 days of receiving your order.

    • A restocking/handling fee of up to 9% may apply.

Returns are processed within 10 working days of receipt.

IMPORTANT NOTES ON PRODUCTS

  • Our garments are often tailored to reflect model photos taken in professional lighting and post-production. As such, there may be slight variations in colour, embroidery, cut, and fabric.

  • We stock 100% authentic designer wear. However, fabric quality is determined by the designers. We ensure top-tier stitching and embellishment for every outfit.

  • Hand embroidery and embellishments are delicate and may show slight variation (5–10%)—this is not considered a fault.

  • Colours may vary slightly due to screen settings and lighting during photography.

  • Loose threads, minor bead displacement, or sequins coming loose are normal due to the nature of hand-finished garments and do not constitute defects.

RETURN SHIPPING & RESPONSIBILITY

  • The buyer is fully responsible for covering all return shipping costs, regardless of the reason for return, including faulty items.

  • No postage refunds will be issued under any circumstances.

  • We recommend using a trackable and insured service to avoid any loss or delay.

  • Nur Collection is not responsible for items lost, delayed, or damaged in transit.

FAULTY ITEMS

In the unlikely event of receiving a faulty product:

  • You must contact us within 3 working days of delivery before initiating a return.

  • Items must be unused and unworn.

  • Damage occurring after wear will not be accepted as a fault.

  • Variations in embellishment, beadwork, or fabric are not considered faults.

REFUNDS

Refunds are processed based on the following:

  • If eligible, you may choose a refund to the original payment method, a credit note, or an exchange.

  • Refunds (if applicable) are processed within 14 working days after the return inspection.

  • Credit notes are valid for 12 months from the date of issue.

ORDER CANCELLATIONS

Cancellation requests must follow these guidelines:

  • Non–Ready to Ship items can be cancelled within 24 hours of placing the order or if there is a delay of more than 3 weeks from the stated dispatch date.

  • Ready to Ship orders cannot be cancelled, as they are dispatched within 24–48 hours.

  • All cancellation requests must be made by emailing support@nurcollection.co.uk.
    Requests via social media or messaging widgets will not be accepted.

MISSING OR UNDELIVERED PARCELS

  • Any missing, incorrect, or undelivered items must be reported in writing within 3 working days of dispatch.

  • Claims made after this period will not be considered.

CUSTOMER RESPONSIBILITY & PRODUCT CARE

  • Items must be handled with care until returned.

  • Do not send back used or worn items — they will be rejected.

  • We recommend dry cleaning all garments.
    Nur Collection is not liable for damage caused by incorrect cleaning methods.

  • We are not responsible for bead loss, colour variation, or embellishment shifts due to the delicate nature of our garments.

CHARGEBACK & FRAUD PROTECTION

We take fraud prevention seriously:

  • We do not allow or support chargebacks without genuine cause.

  • Our support team is available 24/7 to resolve any issues directly.

  • In the case of illegitimate chargebacks, we reserve the right to provide full evidence to the bank and pursue legal action if necessary.

If you have any questions or concerns, our support team is always happy to help.

📧 support@nurcollection.co.uk

Thank you for shopping with Nur Collection — where elegance meets authenticity.