SHIPPING AND RETURNS

1. SHIPPING AND DELIVERY

We try to ship order in 5 working days, because we create every product depending on the provided thigh measurement, uniquely for the customer. Delivery time depends on the country, but usually takes from 5-20 working days.

We offer regular shipping. It is done by regular post provider. Please be aware that we depend on our shipping partners and that there can be unforeseen delays at the customs or with delivery. Regular post will provide a delivery scan upon delivering the package. We will consider this as a delivered package and will not accept refunds if you state the package was lost or stolen.
All items purchased from NV-THOLDER.COM/EN/ are made pursuant to a shipment contract. This means that the risk of loss and title for such items passes to you upon our delivery to the carrier.
We are not able to reship packages that are undelivered for any reason (undeliverable as addressed, not picked up at the post office in time) and returned to us by the carrier. All undelivered packages will be processed as a return. Please take this into consideration when selecting your shipping address for an order.
Please be advised that we ship from 1 warehouse, from EU. For all orders made from other countries, shipments may be subject to import fees and taxes which are due on arrival. It’s impossible for us to determine these charges as they vary from country to country and state to state. If you need any detailed information about these charges please contact your local customs office.

2. RETURNS AND EXCHANGES

We want you to love your NV product (in following “Product”) as much as we do, but if you unpack it and find out that it simply isn’t for you, you should send us an email to info@nv-tholder.com immediately, so we can authorize the return (return postage costs are the customer’s responsibility). You have 14 days from the delivery date to inform us about your order cancellation and 30 days to bring your return to the post (it needs to be postmarked within these 30 days).
We can only accept your return if the product is absolutely unused and in the original condition and packaging. If we receive a used product from you (even if only once), we won’t be able to accept the return. So in the unlikely event that you decide that the product is not for you after using and testing it, we recommend to pass it on to a friend, who will think you absolutely rock for giving him/her such a cool gift.
Please keep in mind that we are not able to directly exchange goods so if you decide you would like a different product you will need to return your order and place a new one. Once the goods are returned to us in the original and unused condition we will quality check them and process a refund for the goods. Depending on the original payment it may take a few weeks to see the refund on your account.
If goods are received damaged we will not be able to give you a refund, but will contact you with pictures of the damage so you can claim a refund from your shipping company. If the return is dispatched after seven working days we will issue a store credit only at our discretion. Shipping costs and import fees are not refundable. Please note that returns that are shipped duty unpaid will be refused until any associated fees are paid by the sender.
In an unlikely event that you receive a flawed product, please send us an email with images documenting the flaw you discovered within 7 working days of the delivery date. We will inspect each complaint individually and replace the flawed part if discovered that replacement should take place. We will cover the costs of product and shipping in such an event.
Should you wish to receive a refund of an order that has not been shipped yet, you must contact us directly and we will process the payment.