Policy at a glance
- Eligible returns require prior authorization and a request within 14 calendar days of confirmed delivery. Published product-condition requirements apply.
- Authorized returns must be shipped within 14 calendar days after authorization.
- Cosmetics and personal-care products must be unopened, unused, in their original packaging, and have any protective seal intact. Apparel and accessories must be unworn, unwashed, unaltered, and returned with original tags and packaging. Exceptions apply to defective, damaged, or incorrect products.
- For defective, damaged, or incorrect items, NONSEEN pays the return cost. For change of mind, size, or color preference, the customer pays the return cost.
- Approved refunds are initiated within 5 business days after receipt and inspection. Bank or card posting may take 5–10 additional business days.
- Return request: within 14 calendar days of confirmed delivery
- Return shipment: within 14 calendar days after authorization
Contact Customer Care at help@nonseen.com with the order number and reason for return before sending any item.
- Cosmetics and personal-care products
For hygiene and safety, cosmetics and personal-care products must be unopened, unused, in their original packaging, and have any protective seal intact, except where the product is defective, damaged, or incorrect.
Apparel and accessoriesApparel and accessories must be unworn, unwashed, unaltered, and returned with original tags and packaging, except where the product is defective, damaged, or incorrect.
The following may be excluded where permitted by law and clearly identified before purchase:
- opened or used cosmetics/personal-care products
- personalized products
- gift cards
- final-sale products
- items that cannot be resold for hygiene or safety reasons
A product is not final sale unless the product page or checkout clearly states that condition before purchase.
Direct exchanges may not be available. Where direct exchange is unavailable, return the eligible product and place a new order. Availability and price are not reserved while a return is processed.
- Defective, damaged, or incorrect items: NONSEEN pays the return cost
- Change of mind / size / color preference: the customer pays the return cost
- Change of mind: standard original shipping is refunded only where required by applicable market law; express/premium surcharges are non-refundable
- Defective / incorrect shipment: original outbound shipping and return shipping are both covered by NONSEEN
Once an approved return is received and inspected, NONSEEN will initiate the refund to the original payment method within 5 business days.
Your bank or card issuer may require an additional 5–10 business days to post the refund.
Import duties, taxes, and brokerage charges collected by governments or carriers may not be refundable by NONSEEN where those amounts were not controlled by NONSEEN.
An order may be cancelled only before fulfillment begins. Submit a request immediately; cancellation is not guaranteed after a shipping label has been created or the order has been transferred to the carrier.
Contact Customer Care within 14 calendar days of confirmed delivery. Include the order number, a description, and photographs of the product and packaging.
Where verified, NONSEEN will provide an appropriate remedy consistent with applicable law, including covering return shipping as stated above.
NONSEEN may reject returns that do not meet this policy, show use or damage not caused by NONSEEN, or are associated with fraud or abuse. This does not limit rights that cannot be waived under applicable law.
Email: help@nonseen.com Phone: +1 (310) 460-7950 Customer Care hours: Monday–Friday, 10:00 AM–5:00 PM PT
We aim to respond within 1 business day, excluding weekends and public holidays.